Cisco - Contact Center

JANUARY 10, 2023

Differentiate – Build, Buy, Partner; New User Experiences, Products, Services; Accelerated Product, Services, and Business Process Innovation; Distributed Ecosystem/ Connectivity and Intelligence. There is an increasing need to modernize business applications to unify and optimize customer experience while staying industry compliant.

Banking 145

Banking Enterprise APIs Contact Center 145

360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. So… Is customer experience worth it?

Customer Experience 133

Customer Experience Sales Journey mapping Metrics 133

Interaction Metrics

APRIL 21, 2019

On April 24th, catch Customer Experience Speaker, Martha Brooke at the CX Analytics Summit held at the Porsche Experience Center in L.A. Hosted by Interaction Metrics' partner CallMiner, Martha will lead the workshop "Practical Ways to Improve Your Customer Listening".

Analytics 48

Analytics Metrics Customer Experience 48

Interaction Metrics

APRIL 21, 2019

On April 24th, catch Customer Experience Speaker, Martha Brooke at the CX Analytics Summit held at the Porsche Experience Center in L.A. Hosted by Interaction Metrics' partner CallMiner, Martha will lead the workshop "Practical Ways to Improve Your Customer Listening".

Analytics 48

Analytics Metrics Customer Experience 48

CX Journey

MARCH 21, 2018

Image courtesy of Pixabay What's in your customer experience strategy budget? Traditionally, customer experience professionals have no budget. Despite that, customer experience professionals still need to develop a budget for the work that they do and for the resources they need for that work.

Journey mapping 108

Journey mapping Consulting Consulting Surveys 108

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

CX Journey

JUNE 20, 2019

In this series, I share what this means for data, analytics & insight teams who need to work this way. My interest in this topic is the impact Agile working is having on customer insight, analytics, and data science teams. Data and Analytics leaders can feel under pressure to learn a whole raft of new terms and practices.

Analytics 55

Analytics Coaching Feedback Best practices 55

360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. So… Is customer experience worth it?

Customer Experience 72

Customer Experience Sales Journey mapping Metrics 72

NICE inContact

AUGUST 30, 2016

The lineup of distinguished speakers, exceptional training sessions, and hands-on workshops will provide you with instrumental tools to lead your organization into the future. Here are five ways to get ready to transform customer experiences at ICUC 2016: 1. Analytics and Platform. Technical Training. Omnichannel Routing.

Customer Experience 78

Customer Experience Best practices Contact Center Feedback 78

Taylor Reach Group

MARCH 26, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. This event is a hub of ideas, inspiration and industry connections for customer service and customer contact executives who strive to innovate the customer experience.

Contact Center 51

Contact Center Call Center Customer Experience Big data 51

Fonolo

JANUARY 22, 2020

Next Generation Customer Experience, Indian Wells. Adobe Experience Summit, Las Vegas. Customer Experience Strategies Summit, Toronto. C3: Clarabridge Customer Connections, San Diego. Customer Contact East, Ft. Smart Customer Service, Washington DC. X4 Experience Summit , Salt Lake City.

Customer Service 129

Customer Service Chief Customer Officer Contact Center Call Center 129

AWS Machine Learning

DECEMBER 12, 2023

To learn more, check out Redefining Vodafone’s customer experience with AWS and the following talk at AWS re:Invent 2022. Racing with AWS DeepRacer The event played out in three stages, starting with a workshop on AWS DeepRacer to cover the basics of reinforcement learning, which was attended by over 225 Vodafone engineers.

Telecommunications 102

Telecommunications Engineering Chatbots CRM 102

aircall

MARCH 1, 2021

Plus, 71% of consumers would decrease their support for a brand if they don’t have a human customer service representative available to speak to at all. . By asking: What defines good customer service skills? In the broadest strokes, having good customer service skills means: Swiftly and accurately resolves issues and concerns.

Customer Experience 62

Customer Experience Customer Service Call Center First call resolution 62

Call Journey

FEBRUARY 2, 2020

Call Journey, a thought-leader in data and analytics space, announces its participation in the upcoming Microsoft Ignite the Tour in Sydney. We are also thrilled to talk about conversation data and analytics and our partnership with Microsoft” said Call Journey CEO Paul Humphrey. The partnership between Call Journey and Microsoft.

Engineering 64

Engineering Analytics Enterprise Marketing 64

JustCall

MARCH 28, 2023

Regular team meetings and workshops provide opportunities to discuss industry trends, new strategies, and techniques to enhance sales performance. Improved client satisfaction Consistency across interactions creates a seamless and unified customer experience, which can be achieved through effective teamwork. Try it for free.

Sales 52

Sales CRM Best practices Morale 52

Clarabridge

APRIL 20, 2017

The time has almost come for C3, Clarabridge’s annual customer experience event. Then take a look at what we’ve planned to inspire you: In-depth workshops. Industry experts Blake Morgan and Jeannie Walters will be offering their insights in exclusive pre-conference workshops. We’ve planned workshops with industry experts.

Analytics 60

Analytics Education Best practices Customer Experience 60

CX Journey

JUNE 20, 2019

In this series, I share what this means for data, analytics & insight teams who need to work this way. My interest in this topic is the impact Agile working is having on customer insight, analytics, and data science teams. Data and Analytics leaders can feel under pressure to learn a whole raft of new terms and practices.

Analytics 32

Analytics Coaching Feedback Best practices 32

C Space

OCTOBER 5, 2021

Through the use of data analytics and “best in class” paradigms, I’m excited to show that the next iteration of C Space technology will be a force multiplier for internal and external users alike.”. I’m thrilled to join the leadership team and help shape the role technology plays in the next chapter of C Space.

Technology 98

Technology Engineering Consulting Consulting 98

Calabrio

MAY 10, 2019

As consumers have become more informed and competition amongst companies fiercer, customer experience (CX) has emerged as a key point of competitive differentiation and the contact centre as an essential part of the experience. Here are my recommendations for must-see sessions: The Basics of Customer Experience.

Technology 40

Technology Customer Experience Journey mapping Best practices 40

ChurnZero

FEBRUARY 17, 2021

Each inquiry, advisory engagement, and workshop that they conducted, was tagged to a corresponding business challenge. Wondering what is top of mind for companies when it comes to Customer Success? TSIA Resource: 8-Minute Mini-Webinar: Customer Success Maturity Model. Improve Customer Experience.

Best practices 78

Best practices Upselling Analytics SaaS 78

Taylor Reach Group

MAY 24, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. Big Data & Analytics for Retail Summit : June 6-7, Chicago, IL. SOCAP 2018 Data Reporting Workshop : June 12-13, Chicago, IL.

Contact Center 48

Contact Center Healthcare Best practices Call Center 48

ClearAction

OCTOBER 25, 2022

You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career. What’s the point of customer experience management, ultimately? To maximize value to customers, employees, partners, and investors.

Journey mapping 71

Journey mapping Customer centricity Accountability Metrics 71

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. In our experience, the reason for this is because an initial business discovery process was not sufficiently performed to put a strategic execution roadmap in place.

Enterprise 63

Enterprise Big data Analytics Technology 63

NobelBiz

JUNE 19, 2023

As businesses, we need to harness this culture of immediate responses to elevate customer service levels. By harnessing cutting-edge technology and advanced analytics, call centers can gain valuable insights into their operations as they unfold , making informed decisions in the heat of the moment. What is Real-Time Monitoring?

Call Center 52

Call Center Coaching Contact Center Metrics 52

CSM Magazine

MAY 9, 2023

This data can help start-ups make informed decisions about their products, services, and overall customer experience. Adjust resources : Allocate support personnel strategically across channels, based on customer demand and performance indicators.

Customer Service 52

Customer Service Customer centricity Analytics Feedback 52

Select VoiceCom Blog

AUGUST 1, 2023

Customer service is fundamental for business success as it impacts customer satisfaction, loyalty, and revenue. A study shows that 86% of customers are willing to pay more for a better customer experience, and 73% fall in love with a brand because of friendly customer service.

Customer Service 52

Customer Service Brand ambassadors Journey mapping Metrics 52

Fonolo

NOVEMBER 13, 2018

We’re big fans of Customer Contact East and the title of April’s conference, “Realizing Your Customer First Vision”. It’s a hub of ideas, inspiration, and industry connections for customer service executives. The day includes a wealth of networking opportunities, roundtable discussions, and expert-led workshops.

Customer Service 108

Customer Service Contact Center Engineering Education 108

NobelBiz

FEBRUARY 13, 2024

It’s no longer just about handling calls more efficiently; it’s about creating a more tailored and engaging customer experience. These features range from managing calls to analyzing customer data. NobelBiz’s reporting and analytics tool s are crafted to turn data into actionable intelligence.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

Lumoa

JANUARY 31, 2023

Customer experience plays an important, if not the most important role in the success of any business. Nearly all companies (89%) believe that customer experience will be their primary basis for competition. In This Article: Why do you need Customer Experience Management?

Customer Experience 176

Customer Experience Customer centricity Metrics Feedback 176

Clarabridge

SEPTEMBER 21, 2017

For better or worse ‘Customer Experience’ has become one of the most talked about fads in business circles. NONE of these metrics instils a ‘customer experience’ mind-set. As these exceptional brands know, true customer experience in the contact centre works exactly the same as any other touchpoint.

Average Handle Time 45

Average Handle Time Metrics Customer emotions Consulting 45

Avaya

JUNE 9, 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. Perhaps customer-specific strategies were not as well-defined as intended, or there was a misalignment between business outcomes and technology implementation.

Enterprise 41

Enterprise Big data Analytics Technology 41

Callminer

MAY 27, 2020

No one wants to tolerate a stressful work environment indefinitely, and there are many ways to boost employee engagement and improve the employee experience to better complement your company’s core values. For the best tips on consistently improving the employee experience at your company, read on: Tips to Improve Employee Experience.

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

Callminer

APRIL 21, 2020

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. What I liked the most are the seminars and workshops we did all year round.

Call Center 182

Call Center Management Scripts Coaching 182

Calabrio

JULY 5, 2016

Having the tools to effectively listen to and better serve your customers is no longer a nice-to-have, it’s a need-to-have—and that’s the case for all industries. More and more experts agree that customer experience is an organization’s only true competitive differentiator. Evaluate quality interactions.

Customer Service 56

Customer Service Telecommunications Analytics Contact Center 56

NobelBiz

APRIL 18, 2023

In contact centers, hyper efficiency means streamlining processes and leveraging technology in such a way as to maximize output while minimizing costs, often with the aim of improving customer experience. CSAT = (number of positive responses / the total number of responses) x 100.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

CX Journey

JULY 14, 2016

Does Customer Insight have a role to play in guiding design of propositions your target customers will want, need, and actually use? From my experience, the answer is yes. This is also another marketing area badly in need of holistic customer insight rather than assuming only research or only analytics will do).

Analytics 35

Analytics Finance Marketing Advertising 35

Creative Virtual

OCTOBER 24, 2019

Artificial intelligence (AI) and data analytics are two components of customer experience (CX) plans that have the potential to either create noteworthy improvements to customer engagement or undermine efforts to increase customer satisfaction and loyalty. By Chris Ezekiel, Founder & CEO.

Virtual Agent 40

Virtual Agent Chatbots Self service Consulting 40