SharpenCX

MARCH 25, 2021

Turns out, customer service analytics, including speech analytics, is one of the five technology trends in Gartner’s custom e r experience hype cycle this year. . Ramping up quality management in your call center is crucial to keeping performance high and teams operating in sync, no matter where they’re working.

Coaching 67

Coaching Analytics Call Center Quality management 67

NobelBiz

MAY 16, 2023

Hosted technology has been available to the contact center industry for several years, although its market penetration has been modest at best. Contact centers around the globe started experimenting with it to address the challenges posed by the pandemic.

Contact Center 40

Contact Center Customer Service Interactive Voice Response contact center solutions 40

Cisco - Contact Center

JANUARY 8, 2020

Transitioning your on-premises call center to the cloud creates enormous opportunities for growth and innovation. According to our recent global survey, 62% of contact center executives plan to implement a cloud contact center within the next 18 months. Why you need guardrails for your contact center.

Best practices 61

Best practices Contact Center Cloud contact Enterprise 61

Playvox

JANUARY 25, 2024

Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? How Workforce Optimization Works in a Contact Center The most valuable asset in a customer service organization or contact center is your workforce.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

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

Noble Systems

FEBRUARY 20, 2019

In Part 1 of this two-part blog, we noted that in 2019 the overarching trend indicates a “back to basics” approach with an emphasis on the ultimate contact center goal of fostering meaningful connections with consumers. Both contact center agents and customers benefit from a great customer service knowledge base.

Contact Center 75

Contact Center Journey mapping Self service Cloud contact 75

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

Clarabridge

OCTOBER 25, 2017

Journey analytics allows you to take advantage of quantitative and qualitative insights gathered from across the business and infuse them into a journey-based view for more credible, data-driven decision-making. Here is a high-level guide to embarking on journey analytics. Journey analytics are easy to implement with the right tools.

Analytics 40

Analytics Feedback Big data Banking 40

Noble Systems

JUNE 23, 2020

Many companies are using Conversational Analytics and other applications to gather data on every interaction between employees and customers. And, why is answering this question fundamental to the success businesses can achieve with Conversations Analytics ? With Conversations Analytics, contact centers can get to insights faster.

Customer centricity 98

Customer centricity Analytics Benchmark Contact Center 98

SharpenCX

AUGUST 4, 2021

With all the action, it can be tough to keep your contact center running smoothly. Download Now]: Reduce Inefficiencies in your Contact Center Head-on with these 7 Projects. Your contact center agents have to be prepared to tackle new soft and hard skills to keep up with changing norms. Data is everything.

Customer Service 128

Customer Service Coaching Contact Center Interactive Voice Response 128

Noble Systems

FEBRUARY 20, 2019

In Part 1 of this two-part blog, we noted that in 2019 the overarching trend indicates a “back to basics” approach with an emphasis on the ultimate contact center goal of fostering meaningful connections with consumers. Both contact center agents and customers benefit from a great customer service knowledge base.

Contact Center 51

Contact Center Journey mapping Self service Cloud contact 51

Uniphore

AUGUST 6, 2021

These are some of top contact center pain points driving employee disengagement today. In our webinar, What Your Call Center Agents Rant About on Social Media , we went beyond the annual Voice of the Employee survey to explore how agents really view the contact centers they work in—and why they’re leaving at an alarming rate.

Contact Center 98

Contact Center Self service Call Center Analytics 98

Clarabridge

MAY 30, 2017

From onboarding to retention—Contact Centers handle customers during the most delicate points in their journey. Successful Contact Centers have access to the complete information about the customer and can provide resolution based on past experiences. Think you have a handle on your Contact Center?

Contact Center 45

Contact Center Telecommunications First call resolution Customer emotions 45

Comm100

JUNE 5, 2018

How AI can be Used in the Contact Center. AI has some viable uses in the contact center sphere that managers can employ to improve their CX and the efficiency of call centers. Out of these benefits, two concrete benefits of AI in the contact center stand out. Capturing Customer Data.

Contact Center 51

Contact Center Chatbots Call Center Self service 51

Uniphore

NOVEMBER 16, 2021

Traditional banks did amazingly well in playing catch-up on digital transformation, but they didn’t necessarily perform as well when responding to the overwhelming volume of ensuing contact center interactions. Banking contact center interactions are expected to remain elevated through 2024.

Banking 52

Banking Average Handle Time Contact Center Wait times 52

Playvox

JANUARY 11, 2024

Call center workforce management is the art and science of having the right number of agents available at the right times to answer an accurately forecasted volume of incoming customer contacts at the service level standard set by a contact center while minimizing cost. WFM to the rescue.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Noble Systems

MAY 11, 2021

Conversation Analytics is just one piece of the puzzle. As a part of the conversation analytics mix, automated speech recognition (ASR) can help companies better understand their customers and improve the brand experience. Many companies, including contact centers, leverage ASR to provide advanced call routing.

Analytics 52

Analytics Interactive Voice Response Coaching Self service 52

Enghouse Interactive

OCTOBER 27, 2021

Your Biggest Contact Center Challenge? Specifically, the best results have been seen when using Conversational AI – which combines Natural Language Processing (NLP), Machine Learning (ML), and Text Analytics. Download our Artificial Intelligence eBook Listen. Figuring Out What Customers Are Telling You.

Upselling 83

Upselling Contact Center Analytics Surveys 83

Calabrio

JUNE 9, 2016

One of the places I look for trends is in the 2016 Dimension Data Global Contact Centre Benchmarking Report , the most extensive global contact center survey in the industry. Digital channels now account for 42% of all contact center interactions. are on track to overtake phone interactions by the start of 2017.

Benchmark 40

Benchmark Contact Center Banking Accountability 40

SharpenCX

JUNE 30, 2021

As a contact center manager, much of what you do daily shapes the quality of your service. Project 1: Invest in the Right Tools for Your Contact Center. Investing in quality tools and technology in your contact center can go a long way. Invest in speech analytics and inline feedback tools.

Customer Service 67

Customer Service Coaching Contact Center Agent Empowerment 67

Noble Systems

MARCH 19, 2021

While many large enterprises still use these on-premise systems, SMB call centers can now take advantage of today’s cloud call center software for small businesses. Cloud Contact Center for SMBs. Real-time Insights and Analytics. Reporting is one of the pillars of the small business call center software platform.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

SharpenCX

MARCH 30, 2021

If you’re a contact center leader, you probably hear – and use – these buzzwords all the time. But if you’re like most contact center leaders, you know these buzzwords carry a lot of weight. Data and analytics power your contact center. Omnichannel strategy. What’s more?

Call Center 67

Call Center Technology Customer Experience Contact Center 67

Playvox

AUGUST 11, 2022

It’s particularly important as your business grows, as large-scale inaccuracies in your chat analytics could lead to making business decisions based on wrong data. All of this has an impact on your chat analytics and reporting. Related eBook: The 2022 QM Success Blueprint: Improve & Monitor Your Contact Center Agents.

Analytics 83

Analytics Customer Support Benchmark Accountability 83

Noble Systems

JULY 11, 2019

Leverage Analytics to Track Behavior & Goal Attainment. Analytics plays an important role in gamification success. On the backend, analytics provides the mechanism for tracking and measuring agent behaviors to determine progress and goal attainment. Exercise creativity. Relatability. Social influence.

Gamification 71

Gamification Best practices Analytics Feedback 71

Noble Systems

JULY 1, 2019

We noted that in 2019 the overarching trend indicates a “back to basics” approach with an emphasis on the ultimate contact center goal of fostering meaningful connections with consumers. Learn more about these best practices and how to keep gamification fresh in your business in the Guide to Gamification Greatness ebook.

Gamification 71

Gamification Best practices Contact Center Employee engagement 71

Avaya

MAY 23, 2017

Here are three statistics that will get you rethinking your CX strategy in relation to digital transformation: 52% of companies don’t share customer intelligence outside of the contact center. 60% of digital analytics investments will be spent on customer journey analytics by 2018. sales, marketing, HR, billing).

Customer centricity 42

Customer centricity Contact Center Big data Analytics 42

Vonage

OCTOBER 22, 2015

And with technological developments ranging from mobile connectivity to speech analytics, businesses have more opportunities to enhance this experience than ever before. Speech and text analytics. Speech analytics is changing this, making it how the customer answers, rather than what they answer, the key to confirming their identity.

Technology 113

Technology Customer Service Gamification Wireless 113

Babelforce

DECEMBER 2, 2021

Using customer feedback , call recordings , and possibly speech analytics , join forces with the contact center to analyze demand caused by upstream issues. Also, stay up to date with all of our latest blog posts, eBooks and announcements by following us on LinkedIn and Twitter.

Customer Experience 52

Customer Experience Management Journey mapping Morale 52

SharpenCX

MAY 11, 2021

Your Step-By-Step Guide to Building Better Customer Experience Strategies Use data you already have to build actionable strategies for a better customer experience Get the eBook. And when your team can’t deliver, it’s a loss for more than just your contact center team. For you and your agents, every day is a new season.

Coaching 67

Coaching Call Center Customer Experience Feedback 67

SharpenCX

JUNE 23, 2021

But, your contact center KPIs are an important piece of creating a happy team and happy customers. You need powerful analytics to monitor, measure, and manage your agents and your interaction data during the day. Plus, you need a high-performing, empowered contact center. Active Contact Resolution.

Contact Center 101

Contact Center Abandon rate Management Metrics 101

Cisco - Contact Center

AUGUST 18, 2020

To keep our customers informed of new capabilities available in our Cisco Contact Center portfolio, we’ve created this monthly blog series. Improved Operational Efficiency with Webex Contact Center Analyzer Reports. Welcome to Our Monthly Feature Update Blog Series.

Contact Center 119

Contact Center contact center solutions Analytics Entertainment 119

Avaya

MAY 9, 2017

Meanwhile, automation and data analytics have evolved from luxuries to enterprise necessities. Our ebook, The Fundamentals of Digital Transformation, can help organizations get started. Driven by this rapid pace of digital change, analysts predict that 65% of children today will grow up to work in roles that don’t yet exist.

Customer Experience 76

Customer Experience Government Big data Enterprise 76

Avaya

AUGUST 2, 2017

They’re challenged with evolving from legacy hardware to a services-based ecosystem that supports digital drivers like cloud, mobile, big data analytics, and social. Check out our eBook, Fundamentals of Digital Transformation. Interested in not just creating but executing a successful digital transformation? We’re here to help.

Enterprise 63

Enterprise Big data Analytics Technology 63

Clarabridge

SEPTEMBER 21, 2017

It then requires using clever analytics to measure the process, the experience and not just the costs. Customer Experience in the contact centre is actually a combination of Efficiency, Effectiveness and Experience designed to maximise value for the organisation AND the customer.

Average Handle Time 45

Average Handle Time Metrics Customer emotions Consulting 45

Playvox

MAY 4, 2023

Unlike my favorite fruit seller, you’ve got hundreds or thousands (or hundreds of thousands) of customer issues that require sophisticated, efficient customer care through the right contact center solutions. What Is A Digital Contact Center? Is your contact center omnichannel?

Contact Center 52

Contact Center contact center solutions Multichannel Average Handle Time 52

Aspect

JULY 24, 2017

In my last blog , we talked about the huge gulf between the value of speech analytics and the actual use of speech analytics in contact centers. When you pull back the covers, the differences are quite significant and can heavily influence the effectiveness of your new speech analytics system.

Analytics 85

Analytics Technology Contact Center SaaS 85

SharpenCX

MARCH 4, 2021

Sure, you use customer analytics in tons of different ways in your contact center. Turns out, only a measly 1% of contact center leaders feel fully confident in their current data strategy. Creating custom reports helps you get a clear view of how your contact center is operating. Queue the anxiety*.

Analytics 67

Analytics Average Handle Time Management Metrics 67