DMG Consulting

AUGUST 3, 2020

Sales, Marketing and Enterprise Uses of Interaction Analytics. Interaction (speech and text) analytics (IA) is a solution that sells well in both strong and weak economies. Additionally, IA can capture and analyze information about competitors, enabling companies to limit customer attrition with proactive retention tactics. .

Enterprise 72

Enterprise Analytics Sales Marketing 72

Callminer

MARCH 12, 2020

Download our white paper, Sitel + CallMiner Survey: Preventing Fraud and Preserving CX with AI , to learn more about the importance of data security for compliance within the call center environment.

Call Center 182

Call Center Analytics Best practices Government 182

Callminer

FEBRUARY 4, 2021

While customer vulnerability isn’t new, it’s time companies take action to identify vulnerable customers and implement solutions to better equip company representatives and customer service agents to interact with customers experiencing vulnerability. One thing contact centers need to get better at is…”.

Call Center 345

Call Center Contact Center Finance Consulting 345

Fonolo

JANUARY 22, 2020

Wondering what customer service or contact center conference to attend in 2020? Particularly in an industry like customer support, it’s so important to be around people who are working on the same things and can understand what it’s like to be in our shoes. Chief Customer Officers USA, Atlanta. Lauderdale.

Customer Service 129

Customer Service Chief Customer Officer Contact Center Call Center 129

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Peter Lavers @ ThinkCX .

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Callminer

FEBRUARY 5, 2020

Although the immediate concerns of agents in need of assistance and other urgent needs are readily apparent from a manager’s perspective, raw data on customer satisfaction, speed, and more can only be captured through targeted analytics. Data-Driven Optimization. Automation.

Best practices 251

Best practices Call Center Metrics First call resolution 251

VocalCom

JUNE 24, 2020

The use of emerging technologies such as automation and AI to manage customer experience will be key to improve significantly contact centers’ efficiency and reduce costs. In parallel, automation and AI are transforming the processes of contact centers themselves. AI to enhance human relationships.

Customer Experience 62

Customer Experience Multichannel Contact Center Chatbots 62

Callminer

FEBRUARY 12, 2020

Great customer service agents form the backbone of every successful call center operation. Learn more about how speech analytics can transform your training processes – and your call center operations as a whole – by downloading our white paper, 10 Ways Speech Analytics Empowers the Entire Enterprise.

Best practices 182

Best practices Call Center Construction Feedback 182

Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

Fonolo

AUGUST 1, 2018

Google made a major announcement at their “Cloud Next” event with the launch of Contact Center AI. It was the second time this month that the contact center world was rocked by a Google announcement. Analyst Sheila McGee Smith has a great slideshow here: Google Embraces the Contact Center. Further Reading.

Contact Center 52

Contact Center Call Center Interactive Voice Response Chatbots 52

VocalCom

JUNE 18, 2020

Before the pandemic even started to disrupt business, the contact center industry was already widely migrating to Cloud. Gartner’s 2019 Magic Quadrant report anticipated that, by 2022, contact center as a service (CCaaS) would become the preferred adoption model for about half of contact centers, up from about 10% in 2019.

Cloud contact 62

Cloud contact Contact Center contact center solutions Self service 62

Vonage

MARCH 26, 2018

Consider the ways a customer comes into contact your brand, and the emotions that may influence or result from each interaction. Service teams must be empowered to provide more emotive customer experiences. During the webinar, Furniss broke down four ways AI will impact customer service in 2018.

Customer Service 91

Customer Service Contact Center Customer centricity Coaching 91

Callminer

MAY 11, 2020

Leveraging interaction analytics software not only provides insights into your employees’ performance, but it also offer clues about employee satisfaction, enabling managers to take proactive action before a dissatisfied or disgruntled employee becomes a more serious concern. lose it and fight with the customer…”. Siawash Popal.

Management 273

Management Customer Experience Customer Service Coaching 273

Callminer

FEBRUARY 10, 2020

If you are interested in learning about improving performance among your agents and bolstering agent retention within your organization through interaction analytics, take a look at our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition.

Call Center 182

Call Center Coaching Morale Analytics 182

Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

NobelBiz

FEBRUARY 13, 2024

The call center industry has been changing faster than ever, due to technological breakthroughs and constantly evolving customer demands. In 2024, businesses have the crucial responsibility of understanding and adopting the latest technology trends in customer service. Among its standout features is the Preview Dialer.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

VocalCom

JUNE 22, 2020

To operate the switch, offering intuitive and efficient digital tools for the contact centers workforce is crucial. Finding new ways to engage, train and manage agents is key: a staggering 74% of call center agents are at risk of burnout ( Toister Solutions ). Contact Center . The new paradigm of Work.

Brand ambassadors 62

Brand ambassadors Contact Center contact center workforce contact center solutions 62

Calabrio

APRIL 27, 2017

The telephone is no longer the only way to contact a company, and email and social media options are more appealing to a lot of people. Managing changing customer behavior. These are cases only a contact center agent can handle, and the more experienced the agent, the better. Keeping your contact center agents engaged.

Contact Center 65

Contact Center Call Center Self service Technology 65

TechSee

MARCH 19, 2018

Companies are increasingly turning to artificial intelligence (AI)-powered contact center solutions to meet consumers’ growing demand for better CX, reduce costs and alleviate pressure on agents. But there is still one missing element that has barred AI from radically transforming the customer experience.

Call Center 84

Call Center Technical Support Contact Center contact center solutions 84

Callminer

SEPTEMBER 14, 2020

For instance, to improve key call center metrics such as first call resolution , business analysts may recommend implementing speech analytics solutions to improve agent performance management. The role of the business analyst in call center operations is to…”. Natalya Bucuy. helpsquadusa.

Call Center 182

Call Center Analytics First call resolution Metrics 182

Fonolo

APRIL 24, 2018

It’s been an exciting year so far in the world of contact centers. In just the last month we saw the release of Apple’s Business Chat, the announcement of Twilio’s new Flex call center platform and the acquisition of Altocloud by Genesys. You should also check out, 4 Contact Center Reports to Start Off Your Year.).

Contact Center 57

Contact Center Call Center Self service Surveys 57

Calabrio

APRIL 27, 2017

The telephone is no longer the only way to contact a company, and email and social media options are more appealing to a lot of people. Managing changing customer behavior. These are cases only a contact center agent can handle, and the more experienced the agent, the better. Keeping your contact center agents engaged.

Contact Center 40

Contact Center Call Center Self service Technology 40

Calabrio

APRIL 27, 2017

The telephone is no longer the only way to contact a company, and email and social media options are more appealing to a lot of people. Managing changing customer behavior. These are cases only a contact center agent can handle, and the more experienced the agent, the better. Keeping your contact center agents engaged.

Contact Center 40

Contact Center Call Center Self service Technology 40

Fonolo

JUNE 7, 2018

It’s interesting that three of the five deals below are related to “analytics” or “intelligence” of customer behavior. That’s emerging as a key frontier in the broader world of customer interaction management. In February, it acquired Altocloud which provides a cloud-based customer journey analytics package.

Call Center 79

Call Center Analytics APIs SaaS 79

Callminer

MARCH 9, 2020

.’” – How to Schedule Employees in a Call Center , Bizfluent. Integrate wider analytics tools into your scheduling solutions for better operational insights. “With integrated analytics software you’ll be able to better forecast agent numbers. Whatever the reason, you’ll be able to see verifiable proof.

Best practices 182

Best practices Call Center Analytics Metrics 182

Uniphore

DECEMBER 17, 2021

Contact centers are the main touchpoints with members, greatly impacting overall member satisfaction. In fact, more than four out of ten members (43%) report that they prefer the call center as the primary channel for communicating about their health plan. What’s the key to driving improved customer satisfaction?

Healthcare 52

Healthcare Contact Center Self service Wait times 52

Callminer

APRIL 23, 2019

To ensure the quality of customer service. To train and evaluate call center staff. Ensure that you are operating under the correct understanding of PCI compliance for your contact center. If your business records customer phone calls, make sure that there is a way to redact credit card information.

Best practices 159

Best practices Call Center Banking Contact Center 159

Uniphore

NOVEMBER 11, 2021

Customers unable to access their branch locations increasingly took to digital channels for their customer service needs. Faced with record-high contact center traffic, many organizations accelerated their digital transformations—and uncovered a wealth of untapped CX value.

Banking 52

Banking Finance Contact Center Wait times 52

Eptica

FEBRUARY 6, 2019

For deeper insights you need to analyze the many real interactions that your organization has with customers every day, such what they say on email, chat or social media. Reading through qualitative data, such as free text interaction was once a time-consuming, often manual process but now you can do it at scale using AI and text analytics.

Automotive 73

Automotive Best practices Banking Customer emotions 73

Callminer

APRIL 21, 2020

The role of a call center manager is complex and challenging. Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more.

Call Center 182

Call Center Management Scripts Coaching 182

Jon Arnold

OCTOBER 16, 2020

Next Tuesday, I’ll be speaking on a webinar about the “data deluge” that contact centers need to manage, especially for improving the all-important CX – customer experience. Clearly CX involves many moving parts, and it’s not hard to see why contact centers are getting overwhelmed with this data deluge.

Big data 98

Big data Contact Center Analytics Metrics 98

Global Response

FEBRUARY 13, 2022

A BPO call center, then, is a team of outsourced call center agents who can handle call center operations for other businesses. Some BPO call centers may focus on inbound calls and customer service, while others may serve as an outbound BPO call center and handle telemarketing, sales and/or market research.

Call Center 62

Call Center outsourcing Business Process Outsourcing Telemarketing 62

CX Global Media

AUGUST 8, 2019

But in more ways then one, Siri and Alexa do not have the skills to be contact center agents. Thanks to Anthony Scodary of Gridspace for sharing his insight at Customer Contact Week. You can also learn more in the webinar 3 Common Questions Contact Centers Should NEVER ask about Speech Analytics.

Contact Center 246

Contact Center Coaching Call Center Analytics 246

Callminer

FEBRUARY 23, 2021

A new need for more adaptive service options, including improved omnichannel customer experience, has shown up as a strong trend with few signs of letting up. Adapting to a shifting market means making changes to agent engagement processes , team cooperation, agent training and more, while maintaining a positive customer experience.

Call Center 376

Call Center Technology Banking Contact Center 376

Fonolo

JUNE 28, 2018

A clear sign of zeroing out will be based on your containment rate – the amount of customers who abandoned or transferred out of the IVR to speak with an agent. An upgraded IVR will provide visibility and analytics so you can see where your containment is suffering. White Paper: CX Trends You Need to Watch in 2018.

Interactive Voice Response 52

Interactive Voice Response Call Center Morale Analytics 52

Vistio

OCTOBER 5, 2021

I mean, this is around the time of the millennium, when so many companies were moving off to India, whether it was contact centers or IT development. Specifically the technology used to aid in customer service. . The book did really well.

Chatbots 52

Chatbots Contact Center Banking Technology 52

Callminer

JULY 30, 2020

No company wants to receive complaints about bad customer service, but even companies that strive to create exceptional customer service will occasionally disappoint a customer. In many cases, those complaints first reach the ears of a call center rep. Laurie Guest, CSP. laurieguest.

Call Center 265

Call Center Customer Service Scripts Coaching 265