Centriam Customer Experience Lab

JANUARY 25, 2018

Data-driven decision making. We all aspire to it. Whether it’s in Customer Experience management, targeted marketing, deciding which candidates to hire, choosing a new car, or picking the teams in your March Madness office pool.

Marketing 109

Marketing Customer Experience Management Analytics 109

Concentrix

APRIL 13, 2023

See how upgrading to a unified text analytics strategy helped a financial services leader gain an easy, holistic CX journey view.

Analytics 62

Analytics 62

CSM Magazine

FEBRUARY 11, 2021

Calabrio has recognised three organisations with awards for their innovative use of workforce optimisation analytics. Insights from these analytics-driven contact centres have been captured in a free to download ebook to help other businesses support different ways of working in turbulent times. About Calabrio.

Analytics 59

Analytics Average Handle Time Metrics Customer Experience 59

ForeSee

FEBRUARY 24, 2016

Neither can your customer experience analytics. The post Case Study: ForeSee Connects T-Mobile to Multichannel Voice of Customer appeared first on ForeSee. Your customers don’t stick to one contact channel. That’s why T-Mobile partners with ForeSee to capture Voice of Customer across its web, mobile and.

Multichannel 40

Multichannel Analytics Customer Experience 40

Taylor Reach Group

AUGUST 26, 2020

This case study provides some ideas as to how to tackle improving FCR in a contact center. The post Improving First Contact Resolution – An Analytical Model first appeared on The Taylor Reach Group Inc. Most contact center want to improve on this element, but how? Where do you invest effort to achieve the best results?

Analytics 121

Analytics Interactive Voice Response Contact Center CRM 121

Natalie Petouhof

MAY 11, 2016

big data, predictive analytics). • Digital Marketing Transformation – Personalized, data-driven digital marketing. • Future of Work: Social Business – The technologies enabling teams to work together efficiently. If you are doing something really interesting, make sure to send in your case study!

Big data 40

Big data CRM Analytics Enterprise 40

Callminer

SEPTEMBER 1, 2020

Later on, breakout sessions led by customers, Avadyne Health , Gant Travel , and more offered some powerful case studies including an analysis from Direct Dialog’s Marvie Wright on how speech analytics helped their virtual workforce yield 10% more revenue. The show goes on. CETX 2020: It was a cyber success.

Entertainment 182

Entertainment Analytics Contact Center Customer Service 182

Lumoa

DECEMBER 18, 2017

The future of the feedback analysis - text and voice analytics. I am a big fan of text and voice analytics. There’s a recent study in the automotive sector that the more surveys your customers receive, the less they spend on your services. Text analytics help you to hear the real voice of the customer.” author's note).

Analytics 109

Analytics Customer Experience Journey mapping Automotive 109

ForeSee

SEPTEMBER 20, 2019

World-class electronics distributor translates data into higher ROI Read this case study from Adobe to learn how RS Components uses Verint ForeSee and Adobe capabilities to bring behavioral and attitudinal.

Analytics 71

Analytics Best practices 71

Infinity

DECEMBER 11, 2018

Today, we launch our Conversation Analytics suite to unlock the wealth of undiscovered insights that are contained within every single call. This is the mission objective of our Conversation Analytics suite. Read full case study.). “ Read full case study.). “ Every conversation counts, capture everything.

Analytics 45

Analytics Marketing Technology Personalization 45

Calabrio

APRIL 13, 2017

The potential for contact center analytics is high. Confusion About Contact Center “Analytics”. The largest problem facing successful contact center analytics is simply confusion on what it is and what it does. For many people, “analytics” is synonymous with “hard numbers.” Happier contact center agents.

Analytics 45

Analytics Contact Center Multichannel Customer Experience 45

Infinity

MARCH 5, 2020

It’s been just over a year since we launched our Conversation Analytics suite , giving our clients a window into what’s really happening on their calls, at scale, without the need to manually listen to thousands of them. Some key Conversation Analytics uses include: Identifying keywords used on calls. Improving first call resolution.

Analytics 52

Analytics Automotive First call resolution Engineering 52

Calabrio

APRIL 13, 2017

The potential for contact center analytics is high. Confusion About Contact Center “Analytics”. The largest problem facing successful contact center analytics is simply confusion on what it is and what it does. For many people, “analytics” is synonymous with “hard numbers.” Happier contact center agents.

Analytics 40

Analytics Contact Center Multichannel Customer Experience 40

Calabrio

APRIL 13, 2017

The potential for contact center analytics is high. Confusion About Contact Center “Analytics”. The largest problem facing successful contact center analytics is simply confusion on what it is and what it does. For many people, “analytics” is synonymous with “hard numbers.” Happier contact center agents.

Analytics 40

Analytics Contact Center Multichannel Customer Experience 40

Global Response

FEBRUARY 26, 2024

Advanced data analytics and CRM systems enable businesses to collect customer data and personalize communication. Access to advanced technology : Call centers invest in the latest technology, including CRM systems, AI and automation tools, and analytics software. Partnering with a call center gives businesses access to these tools.

Call Center 62

Call Center Customer Service outsourcing CRM 62

Callminer

JUNE 24, 2019

CallMiner is excited to return to Customer Contact Week as a sponsor, exhibitor, and workshop host featuring expert insights and customer testimonials for leveraging interaction analytics in enterprise-level CX strategy! Tuesday, June 25 2:15 – 4:45 p.m Master-class Level Workshop. in the Montego AF Room of the Mirage Event Center.

Wireless 140

Wireless Analytics Education Enterprise 140

NobelBiz

DECEMBER 19, 2023

Brayan Carpio Senior Call Center Manager, Call4You Marketing Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case.

Call Center 106

Call Center Management Wait times Contact Center 106

CSM Magazine

APRIL 4, 2024

For brands, the best affiliate programs offer a seamless integration with existing marketing channels, robust tracking and analytics capabilities, and flexible commission structures tailored to their business model. Key to identifying the best affiliate programs is understanding the needs and objectives of both brands and affiliates.

Marketing 52

Marketing Education Consulting Consulting 52

ClearAction

FEBRUARY 13, 2023

It includes a 29-minute video and handbook with case studies, true-false quiz, easy slide image navigation to revisit any specific point, and template for internal discussion and application. This customer experience course is an actionable overview for making CX a team sport company-wide. The Essentials module is free to everyone.

Customer Experience 71

Customer Experience Journey mapping Entertainment Enterprise 71

Win the Customer

SEPTEMBER 12, 2023

Implementing Advanced Analytics Utilizing data analytics can unlock valuable insights about customer behavior, preferences, and pain points. By harnessing the power of tools like CRM systems and advanced analytics platforms, businesses can make data-driven decisions to enhance the customer experience.

Customer Experience 59

Customer Experience Customer centricity Analytics Feedback 59

JivoChat

JANUARY 15, 2023

Nearly all email platforms will have detailed analytics to help you track your email metrics. Use Case Studies as Sales Enablement Content. Case studies are an excellent lead nurturing asset – which is why 61% of marketers use them as part of their strategy. A link to a case study.

Best practices 75

Best practices B2B Sales Multichannel 75

CSM Magazine

FEBRUARY 7, 2024

Online courses in operations management, for example, draw on case studies from manufacturing to healthcare, providing a broad-based education that can adapt to numerous career paths. Through interactive simulations and case studies, you can apply what you’ve learned immediately to your job.

Education 52

Education Healthcare Engineering Analytics 52

CSM Magazine

NOVEMBER 30, 2016

Customer insight, data & analytics have become an integral part of customer experience. In The Big Book of Customer Insight, Data & Analytics , CX Network looks look at the rapid way the industry has accelerated in recent years and how these changes have impacted upon customer experience strategies across the globe.

Analytics 40

Analytics Big data Metrics Marketing 40

Global Response

MARCH 25, 2024

Gather data from surveys, customer feedback, web analytics, and other sources and compare it to your journey map. Use cookies, tracking pixels, and analytics software to gather data on online behavior, as well as CRM systems for sales and customer service interactions. a map) for employees to reference and use.

Journey mapping 62

Journey mapping Banking Analytics Sales 62

NobelBiz

MARCH 12, 2024

Utilizing data analytics to gain actionable insights into customer behavior and preferences in real-time. Providing Personalized Customer Experiences: Unified CXM leverages data analytics and insights to understand specific customer preferences and behaviors. Enables quick service on the platform of their choice.

Customer Experience 52

Customer Experience Management Omni-channel support Journey mapping 52

Uniphore

JULY 10, 2021

As principal analyst at Contact Center Week’s Customer Management practice, Brian leads all research and advisory endeavors related to artificial intelligence, contact center technology, business analytics, customer experience strategy, and social media.

Call Center 89

Call Center Contact Center Consulting Consulting 89

NobelBiz

OCTOBER 31, 2023

To put things in perspective, let’s first look at some statistics showcasing the importance of customer support: According to Email Analytics , 77% of customers are more likely to share a positive experience with brands. Data analytics in call centers goes beyond merely collecting data.

Customer Support 105

Customer Support Contact center software Call Center Analytics 105

NobelBiz

FEBRUARY 27, 2024

Real-Time Dashboards and Post-Call Analytics: NobelBiz Call Log Analytics – Supervisor Dashboard Real-time dashboards provide a snapshot of ongoing operations, allowing managers to make informed decisions quickly. By identifying areas for improvement, call centers can increase the quality of service and customer satisfaction.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

OctopusTech

MARCH 3, 2024

Browse through their portfolio, client testimonials, reviews, and case studies to evaluate previous work. Keep directing product improvements based on analytics that serve your audience and business returns. Opt for an experienced agency that has expertise in developing websites similar to what you are envisioning.

outsourcing 62

outsourcing Technical Support Government Metrics 62

JivoChat

JANUARY 31, 2023

It also provides you with multiple practical exercises and data case studies. The Complete Data Analytics Course in Excel Business intelligence, statistics, and data visualization are some of the subjects you will have a deep understanding of with the Complete Data Analytics course in Excel. Workload: 20.5

Analytics 75

Analytics APIs Scripts Big data 75

CSM Magazine

JANUARY 18, 2024

.” With 15+ sessions, 25+ speakers, and 500+ delegates, Disrupt 2024 will cover today’s most important topics in CX, including AI, data analytics, CRM, and more.

Education 52

Education CRM Technology Analytics 52

Hodusoft

JANUARY 24, 2024

The observable advantages of personalization are supported by data and case studies, which demonstrate greater rates of customer retention and higher customer lifetime values. The core of personalized interactions is call center software, both inbound and outbound, with advanced analytics and machine learning capabilities.

Banking 52

Banking Personalization Technology call center software 52

Global Response

FEBRUARY 13, 2022

Global Response offers a wide range of services and call center solutions for businesses looking for a human-centered approach to customer service powered by the best in tech and strong data analytics. Analytics and reporting capabilities are also a big part of understanding results. are they data-focused? Call center history.

Call Center 62

Call Center outsourcing Automotive Analytics 62

Global Response

APRIL 17, 2023

Not only can a great BPO call center manage day-to-day operations of customer service and support, but BPO outsourcing can also help boost productivity, improve processes, integrate customer data and analytics, improve QA processes and more. What client references or case studies do they have to demonstrate their expertise?

Call Center 62

Call Center outsourcing Bilingual agents Chatbots 62

Hodusoft

JULY 19, 2023

Furthermore, supervisors can leverage real-time analytics and reporting to monitor performance levels, identify areas of potential improvement, and make informed decisions for increased productivity. Consider features such as ACD, IVR, call recording, CRM integration, real-time analytics, and reporting capabilities.

call center software 98

call center software Call Center Interactive Voice Response Average Handle Time 98

NobelBiz

MARCH 5, 2024

Call Center Analytics vs. Call Center Reporting: Differences The distinction between analytics and reporting can be considered as a cornerstone for strategic decision-making. Call Center Analytics : If reporting is the compass, then analytics is the sextant, enabling navigators to chart a course towards future destinations.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

NobelBiz

FEBRUARY 20, 2024

Features like call recording and analytics help monitor performance and identify areas for improvement. Read Case Study Watch video The NobelBiz Voice Carrier Network: A Tailored Solution NobelBiz has engineered its Voice Carrier Network from the ground up, specifically catering to the nuanced demands of the call center industry.

voip 105

voip Interactive Voice Response Contact Center Call Center 105