NICE inContact

AUGUST 20, 2019

Sheila McGee Smith, the founder and principal analyst at McGee-Smith Analytics, a leading customer experience industry analyst and strategic consultant, has developed a framework to help you build your modernization plan. What CRM and other business systems do I need to integrate with? Why go “cloud” or stay with an on-premises system?

Contact Center 54

Contact Center Contact center software contact center solutions CRM 54

NICE inContact

AUGUST 20, 2019

Sheila McGee Smith, the founder and principal analyst at McGee-Smith Analytics, a leading customer experience industry analyst and strategic consultant, has developed a framework to help you build your modernization plan. What CRM and other business systems do I need to integrate with? Why go “cloud” or stay with an on-premises system?

Contact Center 54

Contact Center Contact center software contact center solutions CRM 54

Monet Software

JANUARY 6, 2020

Innovative software gathers call history from the automatic call distributor (ACD) and customer data from any integrated customer relationship management (CRM) system, such as Salesforce. Find out with our free white paper Workforce Management Metrics: Unlock the Secrets to Growing Your Bottom Line. Download it today.

Call Center 77

Call Center Average Handle Time Contact Center Metrics 77

JustCall

MAY 12, 2021

Case Studies and White Papers . Case studies, white papers, competitor research, testimonials , and other vital intelligence come in handy when pitching your products to clients. A good outbound call center software, should also ideally let you connect CRMs and other important software. Analytics and Reporting.

Sales 52

Sales call center software Scripts call center solutions 52

NICE inContact

OCTOBER 29, 2018

Sheila McGee Smith, the founder and principal analyst at McGee-Smith Analytics, a leading customer experience industry analyst and strategic consultant, has developed a decision framework to help contact center leaders navigate this process with confidence. Whether CRM and integration with other business systems make sense for you.

Best practices 48

Best practices Contact Center Contact center software contact center solutions 48

Cincom

OCTOBER 14, 2020

The tough part is analytics. Geoffrey Moore is quoted saying, “Without big data analytics, companies are blind and deaf, wandering out onto the Web like deer on a freeway.”. The difference today is the number of options available to companies seeking analytical capability for the massive amounts of data to which they have access.

Marketing 52

Marketing Analytics Call Logging Enterprise 52

Noble Systems

JANUARY 30, 2019

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. Dive Deeper into Customer Intelligence with Analytics. Analytics can capture and disperse these customer insights in real-time while agents are on a call. Learn more.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

Noble Systems

JANUARY 30, 2019

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. Dive Deeper into Customer Intelligence with Analytics. Analytics can capture and disperse these customer insights in real-time while agents are on a call. Learn more.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

Xaqt

FEBRUARY 6, 2020

The topics de jour were web services, service orientated architectures (SOA), Computer Telephony Integration (CTI), SIP was coming of age, and analytics for the sake of analytics. Most call center applications (ACD, WFM, CRM, etc.) The problem? We were ahead of our time. This is where Xaqt got started.

Contact Center 52

Contact Center Enterprise Call Center APIs 52

Fonolo

JANUARY 14, 2020

Peter Lavers is a customer experience blogger and CRM expert, and one of the world’s top influencers in customer experience management. . They also cover real-life examples of how their customers use th e software and analytics to improve their business results. Peter Lavers @ ThinkCX . Salesforce – Desk.com.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Callminer

APRIL 23, 2019

By removing all sensitive data without sacrificing the context of conversations, companies can get the full benefits of customer engagement and speech analytics solutions to boost customer service and agent performance while simultaneously maintaining compliance. Partners; Twitter: @ispartnersllc.

Best practices 159

Best practices Call Center Banking Contact Center 159

Jon Arnold

OCTOBER 16, 2020

Details are here , and I’ll be joined by Heather Barrow of Eventus , as she shares highlights from her recent white paper about this topic – it’s quite good, and you should give it a read. Within the contact center, decision makers have learned to manage their own Big Data by going beyond reporting and adopting analytics.

Big data 98

Big data Contact Center Analytics Metrics 98

Global Response

FEBRUARY 13, 2022

Look at reviews from other customers and read white papers or case studies from your potential call center partner to see what kinds of results they’ve been able to deliver for other businesses (especially businesses within your sector or industry). You may not need all of these, or you may need others not listed here.

Call Center 62

Call Center outsourcing Business Process Outsourcing Telemarketing 62

Callminer

FEBRUARY 23, 2021

To learn more about how call centers can adapt to new challenges in the era of COVID-19, download our white paper: Contact Center Practices and Guidelines for Managing Through COVID-19. Analytics are more important than ever. Omnichannel analytics will be used to unify and improve CX. Technological Trends.

Call Center 376

Call Center Technology Banking Contact Center 376

Totango

SEPTEMBER 22, 2022

This can be anything from downloading a white paper to signing up for a trial. SaaS CRM (Customer Relationship Management) Solution. CRM is a common way to keep a reference of all customers’ lifecycle stages. Select List of CRM solutions. Analytics features let teams forecast pipeline growth. Primary users.

SaaS 71

SaaS CRM Advertising Analytics 71

CSM Magazine

FEBRUARY 14, 2017

By combining great CRM and contact centre infrastructure together, smart things can be done to enhance the customer experience. Customer relationship management (CRM) is a moving target of definitions and associations. After all, tracking sales pipelines is what CRM is probably most famous for. Colin Hay explains.

CRM 40

CRM Analytics Sales Enterprise 40

Callminer

SEPTEMBER 23, 2020

Speech analytics tools like CallMiner Eureka , for instance, allows call center managers to monitor outbound calls for language patterns, indicators of customer sentiment, and other factors that provide insight into performance. Leverage speech analytics software for ongoing training and coaching. Work becomes easy.

Best practices 182

Best practices Call Center Outbound sales Telemarketing 182

Comm100

FEBRUARY 25, 2020

Leverage your CRM data . Your customer database will most likely be a CRM (Customer Relationship Management) system such as Salesforce or Microsoft Dynamics. Recommended for you: CRM, Social Media, Marketing and More — Everything You Need to Know About Customer Engagement Software. Free Download: Never Miss a VIP White Paper.

CRM 64

CRM B2B Accountability Healthcare 64

Comm100

JANUARY 14, 2020

By combining the information gathered from channels like live chat, SMS, social media, and more with pre-existing data found in customer databases or CRM systems, companies can eliminate the blind spots and roadblocks that result from siloed customer service systems and channels for a frictionless and more successful customer journey.

Average Handle Time 40

Average Handle Time Multichannel Chatbots CRM 40

Comm100

FEBRUARY 25, 2020

Leverage your CRM data. Your customer database will most likely be a CRM (Customer Relationship Management) system such as Salesforce or Microsoft Dynamics. Recommended for you: CRM, Social Media, Marketing and More — Everything You Need to Know About Customer Engagement Software. Free Download: Never Miss a VIP White Paper.

CRM 52

CRM B2B Accountability Healthcare 52

teleopti

SEPTEMBER 18, 2019

Take away the fear using WFM to build an insight-infused data strategy – data analytics and “power of thought” reporting provides business leaders with a great opportunity to process their data through WFM software and turn that data into valuable intelligence. Download White Paper.

Management 57

Management Customer advocacy Employee engagement Self service 57

Uniphore

JANUARY 4, 2022

White Papers. Speech Analytics. Analyze Analytics and insights from 100% of interactions across all channels. Moni Manor Chief Product Officer Moni Manor is Chief Product Officer at Uniphore, bringing over 25 years of experience with CRM, UC, CC and AI into this role. U-Self Serve. Case Studies. Infographics.

Enterprise 126

Enterprise Customer retention Engineering Analytics 126

Totango

MARCH 16, 2021

The B2C marketing process often aims for a direct e-commerce sale, while B2B marketing may require more active cultivation of leads through CRM data and pursuit of inbound and internal leads. B2C prospects may consume different content on different interaction mediums than B2B prospects, such as e-books vs. white papers, for example.

B2C 117

B2C B2B Journey mapping SaaS 117

Comm100

JANUARY 14, 2020

By combining the information gathered from channels like live chat, SMS, social media, and more with pre-existing data found in customer databases or CRM systems, companies can eliminate the blind spots and roadblocks that result from siloed customer service systems and channels for a frictionless and more successful customer journey.

Average Handle Time 52

Average Handle Time Multichannel CRM Analytics 52

Fonolo

JANUARY 9, 2020

Its support agents will typically work from home, and the system will provide both the communication platform and the knowledge-base and CRM to support and personalize each customer interaction. Many of them do not offer the same advanced analytics and AI features that newer cloud-based solutions do.

Contact Center 67

Contact Center Cloud contact call center software Call Center 67

Callminer

MARCH 6, 2020

While technology such as automated scorecards , speech analytics , and other tools enable managers to monitor agent performance objectively, customer service managers must be highly organized and have the ability to provide constructive feedback to motivate their teams to achieve continuous improvement. Michael Mancinone. peoplogica.

Management 207

Management Customer Service Consulting Consulting 207

Callminer

MARCH 6, 2020

While technology such as automated scorecards , speech analytics , and other tools enable managers to monitor agent performance objectively, customer service managers must be highly organized and have the ability to provide constructive feedback to motivate their teams to achieve continuous improvement. Michael Mancinone. peoplogica.

Management 182

Management Customer Service Consulting Consulting 182

JivoChat

JUNE 1, 2021

Here are six methods to help you identify touchpoints that enable people to engage with your brand: Analytic tools. You can use Google Analytics and similar tools to see how customers arrive on your website — whether it be via social media, search ads, referring URLs, or even direct URL searches. CRM pipelines.

CRM 52

CRM Advertising Chatbots Surveys 52

Peter Lavers

JUNE 18, 2018

In my role as a SAS collaborator and recognised influencer , I was recently sent the white paper “ Darkness of Digital Shadows ” and supporting infographic. It talks about how analytics can be hampered by trying to interpret the shadows rather than the substance of the customer experience. Infographic: [link].

Marketing 100

Marketing Analytics Customer Experience Customer centricity 100

Comm100

FEBRUARY 7, 2018

Additional Considerations for CRM Solutions. Will the vendor provide a robust knowledge base for self-education and training, including blog posts, white papers, eBooks, and multimedia content? Can the live chat provider use CRM integrations to recognize visitors who are already in your CRM system?

CRM 41

CRM Multichannel Marketing Accountability 41

JivoChat

JULY 5, 2021

In this post, we’ve included a list of 30 tools that will help improve your e-commerce business across the major growth categories: marketing, sales, support, conversion optimizations, operations, and testing/analytics. Ongoing Training: Sourcify offers webinars and educational white papers. Best E-commerce Platforms.

Advertising 52

Advertising Analytics Sales Enterprise 52