INDUSTRY INSIGHTS YOUR PEERS ARE READING
Each week I read a number of customer service articles from various online resources. Boomtrain) Artificial Intelligence, machine learning, and big data analytics have been around for a while in the B2B world. Social media ROI, loyalty and the customer experience by Chris Teso. MORE
AI technologies have enabled biometric identification, voice recognition, predictive analytics and, of course, chatbots. It was initially conceived as a text-based version of Siri or Alexa that would assist users with scheduling appointments and dealing with customer service departments. MORE
This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. Key preferences to consider in Millennial generation customer service: Text me, I don’t like to talk: Millennials prefer to communicate over text messaging and rarely make phone calls. They demand highly convenient and fast service. Self-service platforms. Know your customer. MORE
Have you been searching for the best customer service conferences to attend in 2019? We’ve made the case before that conferences offer customer service professionals a host of rewards, including valuable knowledge, product exposure, and the opportunity to build new relationships. MORE
“Analytics” is one of those terms that many business people use, even while they may disagree on its exact definition. For the purposes of this paper, we will define analytics this way: It is the discovery and communication of meaningful patterns in data. Analytics can take many forms. MORE
Here are the four reasons your call center should be looking into speech analytics. Call centers have long understood this and try to mine the elements from each conversation deemed most relevant to company performance and customer service. It Improves Customer Service. MORE
Each week I read a number of customer service and customer experience articles from various resources. Can awful airline customer service be overridden with AI and analytics? Managing the Fragile Customer Experience by Laurent Bride. (IT MORE
Purchasing speech analytics software is a major investment for both enterprises and SMBs alike. Like all major technology investments, purchasing speech analytics software comes with a bit of pre-planning and analysis. Call Center Best Practices Speech Analytics MORE
Today’s contact centers are overflowing with insights about how to deliver a better customer experience. A chat analytics platform and a voice analytics platform are like a screwdriver and a hammer. Voice Analytics. First, let’s look at voice analytics platforms. MORE
In several previous blogs we’ve listed some of the ways in which speech analytics could improve customer service at your contact center. But before you take a look, here are some additional benefits of contact center analytics. The Ascent of Analytics at Call Centers. MORE
SEPTEMBER 14, 2018
Live chat is a powerful tool that can help you reach your customer in a myriad of different ways. There is nothing more frustrating for a customer than dealing with a piece of technology that is hard to find and even harder to use. Hold your customer’s hand a little. Customize. MORE
The relationship between contact center agents and contact center technology plays a significant role in how well customer service expectations are met. Desktop analytics provides a means of analyzing how well that relationship is working, and where it could use some improvement. MORE
Each week I read a number of customer service and customer experience articles from various resources. If the statement doesn’t focus on customers, that’s fine. Then have a customer service vision statement. My Comment: Customer success is a hot topic. MORE
Each week I read a number of customer service and customer experience articles from various resources. Customer Service Is Poised for an AI Revolution by Vala Afshar. Use of AI in customer service is predicted to increase by 143 percent over the next 18 months. MORE
Each week I read a number of customer service and customer experience articles from various resources. Top Technology Trends That Will Reshape The Customer Experience In 2019 by Puru Govind. 3 Customer Loyalty Trends for 2019 by SmarterCX Team. MORE
Tweet How many of you have waited for the “cable guy” or “phone person” or experienced customer service that just wasn’t close to being the experience you wish the brands you do business with would provide? MORE
Personalization as a driver in customer service. For organizations to succeed in creating a truly personalized CX, innovative approaches must be implemented that resonate deeply with customers so that they feel valued and appreciated. Customer Analytics. Hello. MORE
To relieve customers’ hard feelings about problems with some products or services, companies usually choose to improve the customer service skills of their agents. Followed by how you turn it around can make them reach out to your customer service instead. MORE
Building powerful and engaging customer experiences through the contact center requires several important ingredients—just-in-time and in-context analytics, artificial intelligence for self-service and after-contact work, seamless omnichannel options for customers, and fair, accurate scheduling. MORE
Forecasting call volume and determining staffing needs are becoming more complicated due to the multiple channels that are now available for customer service. MORE
This week on our Friends on Friday guest blog post my colleague, Jeff Dahms, write about the importance of using customer data properly and aligning it with the internal culture of an organization. But customer analytics have more to tell you than scores alone. MORE
Speech analytics works by analysing spoken words, variations in pitch, silences and other verbal cues. Using it means you take the raw data from phone calls and convert it into information your business can use to improve the customer experience in five key ways. MORE
Each week I read a number of customer service articles from various online resources. High-Performing Customer Service Teams Use Predictive Analytics by Vala Afshar. Data and predictive analytics are playing a stronger roll than ever in the customer service world. MORE
As the primary connection for customers’ concerns, call centers have massive amounts of data pouring in hourly. Collecting the information is the easy … Big Data Analytics Creates Smart Contact Centers Read More ». MORE
But what’s all this hype about using analytics to perform quality activities, and could it help you? Analytics allows you to analyze every interaction to understand what was communicated by agent and customer, identify outcomes and evaluate the overall experience. Thus, Quality Management Analytics harnesses the power of analytics and leverages those insights to make your quality program more precise and efficient. The post What is Quality Management Analytics? MORE
This bit speaks to me in the context of customer experience: “Treat me good, I’ll treat you better, treat me bad and I’ll treat you worse” Customers don’t really want to be amazed or have their hair blown back – just helped. Treat them good – they’ll treat the customers better! MORE
Customer Service Is Everyone’s Responsibility. Customer service must be an essential element of the culture of every company, and all relevant departments must be part of the overall workflow. The days of interdepartmental squabbles must end, as it’s detrimental to customers and expensive for most organizations because it increases the number of employees who are involved in handling an issue, negatively impacting the bottom line. WHAT CUSTOMERS WANT. MORE
Using Interaction Analytics to Improve the Customer Journey (whitepaper). Sharing speech and text findings with a customer journey analytics (CJA) solution is a great way to expand the benefits and contributions of Interaction Analytics. 4/21/2017. By Donna Fluss. Introduction. To continue reading, download the PDF by registering below: DOWNLOAD. Thank you for your interest in DMG Consulting’s publications. MORE
Enterprise Uses of Speech Analytics (whitepaper). Wouldn’t it be great to share in the journey of each of your customers; to know what they think about your employees, policies, products, services and competitors? Since you can’t be everywhere watching and evaluating the customer experience, speech and text analytics is the next best thing. 5/1/2017. By Donna Fluss. Introduction. MORE
Check out these five challenges currently facing Customer Service Managers on the quest for top-rated customer service. The field of customer service is a constantly evolving one, particularly as technology advances continue to come at a fast and furious pace. MORE
Customer service has long been an area of focus for marketers and support specialists. After all, 67% of consumers list bad customer experience as one of the primary reasons for churning and 39% of consumers avoid vendors for over 2 years after having a negative experience. MORE
Working with customers, we’ve found that regardless of their goals, be it growth, digital transformation, operational efficiency, software development or even just replacing outdated phone gear, there is clear theme—success depends on the speed of execution. Analytics Features. MORE
Speech Analytics has been common practice at larger call centers for years. Many of these call centers are now incorporating this practice into its quality monitoring strategy for improved customer experience and satisfaction. Analytics Blog MORE
It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers. A Tata Consultancy Services survey found that 31.7% Customer-facing AI technologies. Customer Identification. MORE
WCL Customer Management’s founder and MD Peter Lavers has again been named as one of the world’s top customer service influencers. He has been featured on Fit Small Business’s Top Customer Service Influencers of 2018 list. . MORE
Monet Software
AUGUST 1, 2019
Speech Analytics has been common practice at larger call centers for years. Many of these call centers are now incorporating this practice into its quality monitoring strategy for improved customer experience and satisfaction. Analytics Blog
TechSee
OCTOBER 9, 2018
This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. Key preferences to consider in Millennial generation customer service: Text me, I don’t like to talk: Millennials prefer to communicate over text messaging and rarely make phone calls. They demand highly convenient and fast service. Self-service platforms. Know your customer.
ShepHyken
JULY 29, 2019
Each week I read a number of customer service and customer experience articles from various resources. If the statement doesn’t focus on customers, that’s fine. Then have a customer service vision statement. My Comment: Customer success is a hot topic.
ShepHyken
APRIL 1, 2019
Each week I read a number of customer service and customer experience articles from various resources. Customer Service Is Poised for an AI Revolution by Vala Afshar. Use of AI in customer service is predicted to increase by 143 percent over the next 18 months.
Advertisement
1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the. 500 million to revamp the in-flight experience for its customers and improve customer relations in the contact.
TechSee
OCTOBER 23, 2018
Personalization as a driver in customer service. For organizations to succeed in creating a truly personalized CX, innovative approaches must be implemented that resonate deeply with customers so that they feel valued and appreciated. Customer Analytics. Hello.
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Customer Service Life
JANUARY 28, 2019
Today’s contact centers are overflowing with insights about how to deliver a better customer experience. A chat analytics platform and a voice analytics platform are like a screwdriver and a hammer. Voice Analytics. First, let’s look at voice analytics platforms.
Call Center Weekly
SEPTEMBER 13, 2018
This bit speaks to me in the context of customer experience: “Treat me good, I’ll treat you better, treat me bad and I’ll treat you worse” Customers don’t really want to be amazed or have their hair blown back – just helped. Treat them good – they’ll treat the customers better!
Ansafone
JANUARY 3, 2019
As the primary connection for customers’ concerns, call centers have massive amounts of data pouring in hourly. Collecting the information is the easy … Big Data Analytics Creates Smart Contact Centers Read More ».
Monet Software
JULY 31, 2019
The relationship between contact center agents and contact center technology plays a significant role in how well customer service expectations are met. Desktop analytics provides a means of analyzing how well that relationship is working, and where it could use some improvement.
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topic in C-suites, AI for customer engagement is white hot. As a pioneer in AI for contact center customer service and customer. companies to transform—not just improve—customer service and. center customer service. Guide search and service.
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TechSee
JUNE 25, 2019
It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers. A Tata Consultancy Services survey found that 31.7% Customer-facing AI technologies. Customer Identification.
Monet Software
JULY 31, 2019
In several previous blogs we’ve listed some of the ways in which speech analytics could improve customer service at your contact center. But before you take a look, here are some additional benefits of contact center analytics. The Ascent of Analytics at Call Centers.
Monet Software
JULY 30, 2019
Here are the four reasons your call center should be looking into speech analytics. Call centers have long understood this and try to mine the elements from each conversation deemed most relevant to company performance and customer service. It Improves Customer Service.
Callminer
OCTOBER 18, 2017
Purchasing speech analytics software is a major investment for both enterprises and SMBs alike. Like all major technology investments, purchasing speech analytics software comes with a bit of pre-planning and analysis. Call Center Best Practices Speech Analytics
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to meet customer expectations for digital service Social Media Voice of the. Customer. Analytics. Digital Self Service Tweet this Customers want digital self- service options, such as chat and. said self-service availability. to customers.
TechSee
AUGUST 19, 2019
AI technologies have enabled biometric identification, voice recognition, predictive analytics and, of course, chatbots. It was initially conceived as a text-based version of Siri or Alexa that would assist users with scheduling appointments and dealing with customer service departments.
DMG
JUNE 3, 2017
Enterprise Uses of Speech Analytics (whitepaper). Wouldn’t it be great to share in the journey of each of your customers; to know what they think about your employees, policies, products, services and competitors? Since you can’t be everywhere watching and evaluating the customer experience, speech and text analytics is the next best thing. 5/1/2017. By Donna Fluss. Introduction.
CSM Magazine
AUGUST 22, 2019
Check out these five challenges currently facing Customer Service Managers on the quest for top-rated customer service. The field of customer service is a constantly evolving one, particularly as technology advances continue to come at a fast and furious pace.
DMG
MARCH 1, 2019
Customer Service Is Everyone’s Responsibility. Customer service must be an essential element of the culture of every company, and all relevant departments must be part of the overall workflow. The days of interdepartmental squabbles must end, as it’s detrimental to customers and expensive for most organizations because it increases the number of employees who are involved in handling an issue, negatively impacting the bottom line. WHAT CUSTOMERS WANT.
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of analytics solutions, many decision makers may be trying to cut through. INTRODUCTION Business Transformation and Analytics: Driving Change in a Customer-Centric World | 3. understand new sources of customer data and. quickly act to meet new customer expectations.
ShepHyken
FEBRUARY 18, 2019
Each week I read a number of customer service and customer experience articles from various resources. Top Technology Trends That Will Reshape The Customer Experience In 2019 by Puru Govind. 3 Customer Loyalty Trends for 2019 by SmarterCX Team.
NICE inContact
FEBRUARY 13, 2019
But what’s all this hype about using analytics to perform quality activities, and could it help you? Analytics allows you to analyze every interaction to understand what was communicated by agent and customer, identify outcomes and evaluate the overall experience. Thus, Quality Management Analytics harnesses the power of analytics and leverages those insights to make your quality program more precise and efficient. The post What is Quality Management Analytics?
Peter Lavers
SEPTEMBER 6, 2018
WCL Customer Management’s founder and MD Peter Lavers has again been named as one of the world’s top customer service influencers. He has been featured on Fit Small Business’s Top Customer Service Influencers of 2018 list. .
ShepHyken
JANUARY 9, 2017
Each week I read a number of customer service articles from various online resources. High-Performing Customer Service Teams Use Predictive Analytics by Vala Afshar. Data and predictive analytics are playing a stronger roll than ever in the customer service world.
Advertisement
1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the. 500 million to revamp the in-flight experience for its customers and improve customer relations in the contact.
8x8
FEBRUARY 6, 2019
Working with customers, we’ve found that regardless of their goals, be it growth, digital transformation, operational efficiency, software development or even just replacing outdated phone gear, there is clear theme—success depends on the speed of execution. Analytics Features.
ShepHyken
SEPTEMBER 14, 2018
Live chat is a powerful tool that can help you reach your customer in a myriad of different ways. There is nothing more frustrating for a customer than dealing with a piece of technology that is hard to find and even harder to use. Hold your customer’s hand a little. Customize.
ShepHyken
FEBRUARY 26, 2018
Each week I read a number of customer service and customer experience articles from various resources. Can awful airline customer service be overridden with AI and analytics? Managing the Fragile Customer Experience by Laurent Bride. (IT
DMG
MAY 22, 2017
Using Interaction Analytics to Improve the Customer Journey (whitepaper). Sharing speech and text findings with a customer journey analytics (CJA) solution is a great way to expand the benefits and contributions of Interaction Analytics. 4/21/2017. By Donna Fluss. Introduction. To continue reading, download the PDF by registering below: DOWNLOAD. Thank you for your interest in DMG Consulting’s publications.
Speaker: Roger Lee, Director - Customer Success, Gridspace
ShepHyken
AUGUST 4, 2016
This week on our Friends on Friday guest blog post my colleague, Jeff Dahms, write about the importance of using customer data properly and aligning it with the internal culture of an organization. But customer analytics have more to tell you than scores alone.
GetFeedback
APRIL 17, 2019
To relieve customers’ hard feelings about problems with some products or services, companies usually choose to improve the customer service skills of their agents. Followed by how you turn it around can make them reach out to your customer service instead.
ShepHyken
DECEMBER 12, 2016
Each week I read a number of customer service articles from various online resources. Boomtrain) Artificial Intelligence, machine learning, and big data analytics have been around for a while in the B2B world. Social media ROI, loyalty and the customer experience by Chris Teso.
Fonolo
NOVEMBER 13, 2018
Have you been searching for the best customer service conferences to attend in 2019? We’ve made the case before that conferences offer customer service professionals a host of rewards, including valuable knowledge, product exposure, and the opportunity to build new relationships.
The Northridge Group
AUGUST 16, 2018
Forecasting call volume and determining staffing needs are becoming more complicated due to the multiple channels that are now available for customer service.
NewVoiceMedia
FEBRUARY 13, 2017
Speech analytics works by analysing spoken words, variations in pitch, silences and other verbal cues. Using it means you take the raw data from phone calls and convert it into information your business can use to improve the customer experience in five key ways.
GetFeedback
AUGUST 16, 2018
Customer service has long been an area of focus for marketers and support specialists. After all, 67% of consumers list bad customer experience as one of the primary reasons for churning and 39% of consumers avoid vendors for over 2 years after having a negative experience.
Natalie Petouhof
JULY 16, 2015
Tweet How many of you have waited for the “cable guy” or “phone person” or experienced customer service that just wasn’t close to being the experience you wish the brands you do business with would provide?
Contact Center Pipeline
APRIL 17, 2019
Building powerful and engaging customer experiences through the contact center requires several important ingredients—just-in-time and in-context analytics, artificial intelligence for self-service and after-contact work, seamless omnichannel options for customers, and fair, accurate scheduling.
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