CX Global Media

NOVEMBER 6, 2019

Finding the right Speech Analytics Solution starts with knowing the right questions to ask. It’s also important to know that avoiding Speech Analytics mistakes requires you to know the questions not worth asking. Speech Analytics Mistake #1 : Being driven by misconceptions. Roger Lee : Yeah thanks Jim great question.

Analytics 136

Analytics Contact Center Coaching Call Center 136

SharpenCX

OCTOBER 27, 2021

Contact center leaders turned to customer and agent analytics to catapult performance to new heights. They keep employees engaged and productive . Rather than wallowing in the circumstances and letting agent engagement and productivity suffer, Centricity chose to adapt – and fast. Let’s Talk About Data.

Analytics 128

Analytics Coaching Contact Center Metrics 128

ShepHyken

AUGUST 4, 2016

But customer analytics have more to tell you than scores alone. Customer analytics, used appropriately, can be the healing salve for a broken internal culture. Much like Voice of the Customer surveys, employee assessments help identify the key drivers that motivate employees to bring their best effort to work.

Analytics 202

Analytics Employee engagement Morale Surveys 202

DMG Consulting

APRIL 14, 2023

Interaction Analytics: Listening in on the Omnichannel Customer Journey View this article on the publisher’s website. Interaction analytics (IA) literally listens to (or reads) the voice of the customer and interprets what they are saying (or writing) and how they feel about a company, product, or service.

Analytics 48

Analytics Enterprise Quality management Contact Center 48

DMG Consulting

OCTOBER 9, 2020

Question: What is predictive analytics and how is it being used in contact centers? Answer: Predictive analytics is playing an increasingly vital role in contact centers. Many contact center infrastructure and workforce optimization (WFO) solutions are beginning to incorporate predictive analytics to enhance their applications.

Contact Center 98

Contact Center Analytics Virtual Agent Employee engagement 98

CSM Magazine

JUNE 28, 2021

You have probably heard the term employee engagement being coined by many business leaders since the start of the pandemic. Understanding employee engagement. To answer this question, we need to ask ourselves the question: what is employee engagement ? Measuring engagement. Create an actionable plan.

Employee engagement 52

Employee engagement Customer Support Surveys Analytics 52

CCNG

APRIL 20, 2022

Numerous disparate systems generate perpetual flows of valuable data — the analytic raw material that can yield truth and intelligence about your people, performance, processes, culture and more. Once in place, establish a data management and analytics assessment program to identify data challenges and coordinate and prioritize projects.

Customer Experience 195

Customer Experience CCNG Analytics Gamification 195

Contact Center Pipeline

MARCH 30, 2021

I wasn’t planning on ever sharing this information with anyone, but we’re all friends here. According to my parents, when I was a little boy, I would start to cry anytime I heard the song, “The Ballad of Davy Crockett.” It didn’t have to be on TV or on the radio to have this […].

Analytics 147

Analytics Employee engagement Technology Contact Center 147

ShepHyken

DECEMBER 15, 2017

Employee engagement is crucial for any organization striving to become more customer-centric. Employees must be able to focus on the customer information and analytics that matters to them most. When these pre-defined conditions are met, employees can be rewarded and receive recognition.

Employee engagement 299

Employee engagement Customer centricity Feedback Morale 299

Calabrio

SEPTEMBER 30, 2020

That’s why the right analytics platform, applied the right way to the right data, is so critical to contact center leaders right now. the organization that best used Calabrio Analytics to turn contact center data into actionable insights and tangible results. Let’s take a look at what they did to make an award-worthy case.

Analytics 59

Analytics Average Handle Time Contact Center Employee engagement 59

CCNG

NOVEMBER 1, 2023

Three – Early Adoption of Data-Driven Decision-Making: Long before the term “data-driven” became popular, WFM teams have relied on data and analytics to optimize call center operations. And that’s a strategic advantage!

CCNG 195

CCNG Analytics Employee engagement Contact Center 195

Calabrio

SEPTEMBER 30, 2020

That’s why the right analytics platform, applied the right way to the right data, is so critical to contact center leaders right now. the organization that best uses Calabrio Analytics to turn contact center data into actionable insights and tangible results. Bluegrass Cellular. Idaho Central Credit Union. Thomson Reuters.

Analytics 59

Analytics Average Handle Time Contact Center Employee engagement 59

CSM Magazine

OCTOBER 6, 2021

Calabrio , the customer experience intelligence company, spotlighted the winners of its analytics competition and ONE Awards during its annual customer conference, Calabrio Customer Connect (C3). The competition, now in its third year, challenges companies to use the power of Calabrio Analytics to unearth new customer and employee insights.

Analytics 52

Analytics Interactive Voice Response Average Handle Time Employee engagement 52

ShepHyken

MAY 27, 2022

Eliminating the monotony motivates employees to focus on the strategic aspects of their job . Focus on employee engagement?. There needs to be a safe space for customer support employees to voice their concerns and share their challenges with the management.

Customer Support 314

Customer Support Employee engagement Call Center Scripts 314

Hero Digital

NOVEMBER 12, 2018

With a robust CMS, intranet content can be easily updated and by a wider employee audience, allowing departments and locality offices to self-publish content like event announcements and seat maps. And of course, the easier it is for employees to accomplish tasks and focus on job responsibilities is a win. Contact us to get started.

Employee engagement 66

Employee engagement Analytics Banking Personalization 66

Russel Lolacher

APRIL 10, 2023

In this episode of Relationships at Work, host Russel Lolacher chats with psychologist and data analyst Dr. Kalifa Oliver on the importance of people analytics when hearing the voice of employee (VOE) at work. She has a PhD in Industrial Organizational Psychology and certification in people analytics from MIT. How are you?

Analytics 52

Analytics Surveys Consulting Consulting 52

SharpenCX

MARCH 4, 2021

Sure, you use customer analytics in tons of different ways in your contact center. Learn how to use customer analytics to create reports for 3 different audiences: managers & supervisors, agents, and your exec team. How to Report on Customer Analytics for Supervisors and Managers. You know that meeting you have tomorrow?

Analytics 67

Analytics Average Handle Time Management Metrics 67

Call Journey

OCTOBER 20, 2018

Leading conversation analytics provider demonstrated how to effectively mine insights, emotion, and sentiment from every call to supercharge business performance. As an AppFoundry partner, Call Journey showcased its integrated Conversation Analytics solution and participated in the “Demo Battle”. About Call Journey.

Analytics 40

Analytics Engineering contact center solutions Employee engagement 40

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. Ensure that performance review is a two-way process, where employees are encouraged to provide their feedback, too.”

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

Playvox

FEBRUARY 27, 2024

Likewise for agents, if they don’t feel engaged, appreciated, or see a growth path, they too can take their talent to another organization. In a buyer’s market, what is the future of workforce engagement? How do you keep your best employees engaged, motivated, and empowered? What is Workforce Engagement?

Contact Center 73

Contact Center Coaching Real estate Brand ambassadors 73

CSM Magazine

OCTOBER 28, 2020

Calabrio , the customer experience intelligence company, announced the winners of its analytics competition and ONE Awards during its annual customer conference, Calabrio Customer Connect (C3). The ONE Awards recognize high-achieving companies using Calabrio ONE to drive the future of customer and workforce engagement management.

Analytics 40

Analytics Abandon rate Education Employee engagement 40

Beyond Philosophy

MAY 19, 2015

Predictive analytics. Predictive analytics describes how a company looks at data sets to identify patterns of behavior in Customer groups. Target used predictive analytics to determine the Customer’s behavior when she learns she is pregnant. 3: The Best Companies Link Employee Engagement and CX.

Employee engagement 370

Employee engagement Analytics Banking Customer Experience 370

Beyond Philosophy

JANUARY 7, 2016

Predictive Analytics Are Key. Predictive analytics are key to improving Customer Experience in 2016. Employee Engagement and Customer Experience. We see the growth of employee engagement programs. However, employee engagement programs often run separately to the Customer Experience program.

Employee engagement 186

Employee engagement Big data Analytics Education 186

CCNG

MAY 27, 2021

culture, motivation, incentives, and employee engagement. Move to home-based agent program Moving from in center to work from home agents requires expertise in how to set up a work from home program that brings in best practices around training, performance management, WFM/WFO, quality assurance and coaching, technology, communication.

Consulting 195

Consulting Consulting Contact Center Gamification 195

Win the Customer

DECEMBER 11, 2023

Employee Engagement and Satisfaction Happy employees often lead to happy customers. Senior service managers should recognize the correlation between employee satisfaction and customer experience. Engaged and motivated employees are more likely to deliver superior service, positively influencing customer interactions.

Customer Experience 69

Customer Experience Management Journey mapping Customer centricity 69

Verint

FEBRUARY 10, 2016

While you may or may not have previously considered gamification a key part of these employee engagement efforts, it can help keep your employees focused on what matters and what helps drive the bottom line. After all, those are the people who serve your customers and help determine if they stay loyal or not.

Employee engagement 27

Employee engagement Gamification Customer Experience contact center workforce 27

Call Design

DECEMBER 5, 2023

Pioneers of Data-Driven Decision Making: WFM teams have been utilising data and analytics for optimising contact centre operations long before the term ‘data-driven’ gained popularity. They use historical data and analytics to align staffing levels with demand, avoiding overstaffing or understaffing situations.

Management 78

Management Analytics Employee engagement Customer Experience 78

DMG Consulting

MARCH 11, 2022

This includes: improving customer-facing self-service capabilities (52.9%), improving productivity (49.6%), reducing operating costs (47.9%), starting/continuing the contact center’s digital transformation and improving employee engagement, which tied for 39.8%, improving agent-facing self-service automation (36.6%), and more.

Customer Experience 71

Customer Experience Interactive Voice Response Contact Center Self service 71

CX Global Media

SEPTEMBER 23, 2019

WEBINAR: 3 Common Questions Contact Centers Should NEVER ask about Speech Analytics. WEBINAR: How Coca-Cola® Adds Life to Contact Center Employee Engagement. Top 20 CX Influencers to Follow in 2019 – Click to Tweet. Additional Resources. WEBINAR: How Do Your Call Center Supervisors Measure Up?

Contact Center 159

Contact Center Coaching Employee engagement Call Center 159

Callminer

JUNE 18, 2020

Read on to learn a few powerful questions worth asking during such interviews to leverage your lost employees’ critical insights. To learn more about employee churn and analytical methods of addressing it, download our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition.

Call Center 182

Call Center Morale Feedback Analytics 182

Fonolo

MARCH 17, 2022

But strong call center management is essential in managing call center operations, quality monitoring, and employee engagement — among a long list of tasks that ensure the center meets its day-to-day goals. Analytical skills. Excellent organization and analytical skills. Coping with Labor Shortages in the Contact Center.

Call Center 91

Call Center Management call center software Average Handle Time 91

CSM Magazine

OCTOBER 16, 2023

HR consultants help set up performance review systems, feedback mechanisms, and goals alignment processes, ensuring that employees are regularly evaluated and guided towards achieving their best. Employee Engagement and Culture Building A positive workplace culture not only boosts productivity but also reduces turnover.

Consulting 52

Consulting Consulting outsourcing Employee engagement 52

Beyond Philosophy

JANUARY 7, 2016

Predictive Analytics Are Key. Predictive analytics are key to improving Customer Experience in 2016. Employee Engagement and Customer Experience. We see the growth of employee engagement programs. However, employee engagement programs often run separately to the Customer Experience program.

Employee engagement 150

Employee engagement Big data Analytics Education 150

Lumoa

JANUARY 19, 2023

For example: website optimization, content marketing, and digital analytics. Voice of Customer / Customer Insights Manager This is the more analytical role, and it needs someone skilled at understanding data, analytics, taxonomies, and in general customer feedback. Pro tip : If your customer journey is mostly digital (e.g.,

Customer Experience 94

Customer Experience Metrics Feedback Analytics 94

Call Center Weekly

SEPTEMBER 13, 2018

There are certain skills in most job descriptions for Workforce jobs – a conglomeration of technical and analytical requirements. Forecast to allow for vacation time off approvals – it will reduce unplanned absenteeism, calm stress, and improve employee engagement. Hire the right Workforce Team! Support your frontline agents!

Management 206

Management Customer Service contact center associations Interactive Voice Response 206

CSM Magazine

OCTOBER 24, 2023

Now in its seventh year, the awards acknowledge and celebrate Calabrio customers who are shaping the future of workforce optimisation (WFO), elevating customer experience (CX), and enhancing employee engagement within their organisations.

Coaching 52

Coaching Analytics Customer centricity Contact Center 52

CSM Magazine

MAY 17, 2021

Value of cloud-powered analytics: half of survey respondents believe that moving to the cloud has improved their ability to use intelligent analytics to manage the business including insights to support agents and customers. Cloud solutions make it easier to unlock the value within Voice of the Customer (VOC) and employee data.

Analytics 96

Analytics Employee engagement Surveys SaaS 96