Uniphore

JANUARY 21, 2022

AI-powered analytics optimize patient and member services. Organizations need to assess their current barriers to consumer satisfaction and deploy analytics and patient-centric technologies to improve the convenience, speed and transparency of care. Consumer expectations today are higher than ever. Download the Whitepaper.

Healthcare 59

Healthcare Analytics Personalization Biotechnology 59

InGenius

JULY 27, 2017

We're pleased to share a new white paper written by McGee-Smith Analytics that tackles the subject of digital transformation for the contact center industry. The white paper highlights: The road to digital transformation in a contact center. Customer examples from Citrix and United Wholesale Mortgage.

Contact Center 48

Contact Center Education Self service CRM 48

Callminer

SEPTEMBER 14, 2020

For instance, to improve key call center metrics such as first call resolution , business analysts may recommend implementing speech analytics solutions to improve agent performance management. For example, companies can ask their call agents to check on their customers concerning the pandemic. AmraBeganovich. Kirk Chewning.

Call Center 182

Call Center Analytics First call resolution Metrics 182

Natalie Petouhof

AUGUST 15, 2022

Ideally, listening uses advanced analytics and artificial intelligence (AI) to uncover issues and opportunities. There is a sort of corporate amnesia where who you were at the start of the journey, and where you’ve been, is completely forgotten,” noted Charlie Godfrey, Senior Director at Genesys in “The business case for empathy” white paper.

Customer Experience 52

Customer Experience Analytics Big data Surveys 52

Cisco - Contact Center

DECEMBER 17, 2020

For example, customer experience journey context displayed on the agent desktop and customer experience analytics reports that capture customer feedback trends and allow for proactive, closed-loop response. Four Journeys, One Destination: The Cloud , a white paper by McGee-Smith Analytics.

Customer Experience 132

Customer Experience Contact Center APIs Analytics 132

teleopti

SEPTEMBER 18, 2019

Invest in the right people and set aside budgets for training staff to deal with social media, for example, so they are confident and prepared to counteract any negative viral publicity. To find out more, download Teleopti’s latest white paper aimed at senior executives: “A Guide to Sustainable Business Success”.

Management 57

Management Customer advocacy Employee engagement Self service 57

Transparent BPO

JANUARY 14, 2020

Deriving value from all that information will demand the use of advanced analytics that integrate data across channels and link insights to action , capabilities many contact centers currently lack. KPIs will change. Ten years ago, Average Handle Time and Cost per Call, both contact center-focused metrics, were the top KPIs.

Contact Center 62

Contact Center outsourcing Average Handle Time Chatbots 62

Fonolo

APRIL 24, 2018

They commissioned Zogby Analytics to ask questions about the modern customer experience to two distinct groups: consumers and business decision makers (BDMs). Compare, for example with State of Customer Care report we covered here. Our favorite chart: White Paper: 9 Critical Contact Center Trends for 2018.

Contact Center 99

Contact Center Call Center Self service Surveys 99

TechSee

MARCH 19, 2018

With AI, call centers are equipped with a wide range of voice analytics, enabling recognition of customer, accent, gender, and emotion, as well as powering conversational IVRs and voice based virtual assistants. But there is still one missing element that has barred AI from radically transforming the customer experience.

Call Center 84

Call Center Technical Support Contact Center contact center solutions 84

Monet Software

JANUARY 6, 2020

Detailed analytics help determine how these factors change based on seasonality, time of day, new product introductions, marketing activity, training needs, and so on. . For example, last month’s customers may have shied away from chat only to embrace that channel with enthusiasm today. The contact center has no choice but to adapt.

Call Center 77

Call Center Average Handle Time Contact Center Metrics 77

CSM Magazine

JUNE 7, 2023

For example, it can be beneficial to highlight customer testimonials, reviews, and case studies that showcase positive customer experiences with your brand. For example, it’s important to start by creating a user-friendly and informative website that showcases your brand’s expertise and values.

Feedback 52

Feedback Customer centricity Best practices Personalization 52

Callminer

FEBRUARY 4, 2021

Download our white paper, The Vulnerability Blueprint: How to Identify, Support and Retain Vulnerable Customers , to learn more about how your organization can identify and support vulnerable customers. Identifying vulnerable customers so that agents can take the appropriate course of action. Third, beef up your own security.

Call Center 345

Call Center Contact Center Finance Consulting 345

inmoment

NOVEMBER 6, 2019

InMoment’s latest white paper, “ Why a Customer Experience Program is More Powerful Than Mystery Shopping ,” details what intelligent technology can do that mystery shopping simply cannot. . The Benefits of Adopting a Holistic CX Program . 2 Your CX and performance data is carefully and optimally organized. .

Revenue potential 40

Revenue potential Feedback Surveys Analytics 40

Vonage

MARCH 26, 2018

Then, think about what you can do to positively impact those emotions -- for example, using intelligent routing capabilities in your contact center to ensure customer cases reach the agent who can provide the best, most efficient support. Service teams must be empowered to provide more emotive customer experiences.

Customer Service 91

Customer Service Contact Center Customer centricity Coaching 91

teleopti

JANUARY 9, 2020

At the beginning of a new decade, 2020 is set to be an exciting year as Calabrio continues to expand the capabilities of the WEM platform and integrate the best of both WFM solutions for next-level Customer Experience Intelligence, where the very best of human talents and activities combine with contextual and predictive customer analytics.

Analytics 70

Analytics Quality management Customer Experience Contact Center 70

Education Services Group

SEPTEMBER 4, 2018

Below are three examples worth sharing. Analytics in the Product is the Answer ( Christine Clevenger ). “To To get ahead of the consumption measurement game, the trick is to have analytics built into the product/service, so that you actually have real data to leverage. Download our 10 Simple Traits of an Awesome CSM white paper.

Customer retention 49

Customer retention Management Analytics Metrics 49

Monet Software

DECEMBER 12, 2019

Workforce management software builds in the algorithms and analytics necessary to make forecasting a point-and-click endeavor driven by your own business understanding. For example: A newly graduated training class will be completing their first shift in production, so AHT is likely to be longer.

Call Center 71

Call Center Average Handle Time Contact Center call center software 71

Calabrio

JULY 29, 2016

Analytics technology has reshaped the contact center space, and organizations that have embraced it to improve the quality of customer interactions are gaining the upper hand competitively. Here are three ways your call center can improve quality assurance through analytics. Go beyond random sampling.

Contact Center 56

Contact Center Analytics Coaching Self service 56

JustCall

MAY 12, 2021

Let's understand this with the help of an example. 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. You can also access all the analytics behind the call activity.

Sales 52

Sales call center software Scripts call center solutions 52

Fonolo

JUNE 28, 2018

An upgraded IVR will provide visibility and analytics so you can see where your containment is suffering. For example, machine learning capabilities allow you to predict why a customer is calling, and analytic capabilities let you identify telephony-based fraud. White Paper: CX Trends You Need to Watch in 2018.

Interactive Voice Response 52

Interactive Voice Response Call Center Morale Analytics 52

Fonolo

APRIL 24, 2018

They commissioned Zogby Analytics to ask questions about the modern customer experience to two distinct groups: consumers and business decision makers (BDMs). Compare, for example with State of Customer Care report we covered here. Our favorite chart: White Paper: 9 Critical Contact Center Trends for 2018.

Contact Center 57

Contact Center Call Center Self service Surveys 57

ConvergeOne

JANUARY 28, 2021

Perhaps a third party required them to provide business analytics to said company or others in the same industry. For example, a healthcare organization will collect data that pertains to you (Subject) and house it securely, with proper data access controls. Was it going to be used for marketing purposes? Research purposes?

Government 105

Government Healthcare Accountability Personalization 105

Eptica

FEBRUARY 6, 2019

For example, automotive and oil companies need to transform to deal with the rise of electric and autonomous vehicles, while banks face competition from nimble fintech upstarts. Showing the speed of change, in 2008 the five largest global companies were PetroChina, Exxon, General Electric, China Mobile and ICBC (China).

Automotive 73

Automotive Best practices Banking Customer emotions 73

Cincom

OCTOBER 14, 2020

Here are some examples of how specific data types can be used within a marketing operation. 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.”. Where Does Marketing Get Its Data Today?

Marketing 52

Marketing Analytics Call Logging Enterprise 52

CSM Magazine

JANUARY 12, 2021

For example, they can answer simple queries quickly while automatically providing all the contextual information agents need, including a customer’s previous conversation and even mood – to deliver a seamless and engaging conversation. Your pathway to AI success starts with this 5-step checklist. About the Author.

Enterprise 52

Enterprise Automotive Average Handle Time Transportation 52

Fonolo

AUGUST 1, 2018

For example, Genesys has put a lot of marketing juice behind “Kate”. So we might as well accept that the term “AI”, in the contact center context, refers to a collection of these 3 areas: Speech analytics (using NLP to extract intent and sometimes emotional cues). See, for example, the Afiniti-Avaya partnership.]. Here you go.).

Contact Center 52

Contact Center Call Center Interactive Voice Response Chatbots 52

Infinity

APRIL 10, 2018

First, it’s essential to understand what potential clients are looking for when they turn to the web – something analytics can make clear for you. Analytics and call tracking are great ways to distinguish which campaigns and strategies have and are generating the most responses. Know what’s worked in the past.

Automotive 49

Automotive Advertising Best practices Analytics 49

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. Lead by example. The role of a call center manager is complex and challenging.

Call Center 182

Call Center Management Scripts Coaching 182

NobelBiz

FEBRUARY 13, 2024

Our LocalTouch® service is a prime example of how advanced technology can be used to ensure your calls are recognized and answered more frequently. NobelBiz’s reporting and analytics tool s are crafted to turn data into actionable intelligence. All enabled by NobelBiz leading contact center technology.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

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. For example, one of the PCI DSS requirements is to encrypt payment details.

Best practices 159

Best practices Call Center Banking Contact Center 159

Callminer

MAY 11, 2020

Leveraging interaction analytics software not only provides insights into your employees’ performance, but it also offer clues about employee satisfaction, enabling managers to take proactive action before a dissatisfied or disgruntled employee becomes a more serious concern. A leader always leads by example.

Management 273

Management Customer Experience Customer Service Coaching 273

ConvergeOne

JANUARY 28, 2021

Perhaps a third party required them to provide business analytics to said company or others in the same industry. For example, a healthcare organization will collect data that pertains to you (Subject) and house it securely, with proper data access controls. Was it going to be used for marketing purposes? Research purposes?

Government 40

Government Healthcare Accountability Personalization 40

Transparent BPO

DECEMBER 3, 2019

For every poor example of implementation, there have been four or five great examples. Free infographic & white paper explains why. PR: Having the right platforms in place around analytics. But as human beings, we are preprogrammed to remember the not so great instances as opposed to the ones that went well.

outsourcing 62

outsourcing Customer Experience Contact Center Enterprise 62

JivoChat

JANUARY 2, 2022

You can make it in different formats, using a single image, a carousel, or a video, for example, the post will be labeled as “promoted”, to enable users to know that it’s an ad. . Use analytics tools to see how other companies from your sector are performing, and the results they are getting. Message Ads.

Management 52

Management Advertising Metrics Personalization 52

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. Let’s use a stereotypical call center as an example. This is where Xaqt got started.

Contact Center 52

Contact Center Enterprise Call Center APIs 52

Callminer

MARCH 2, 2020

To learn about how speech analytics can help boost customer satisfaction, download our white paper, Reduce Churn and Increase Customer Satisfaction with Speech Analytics. Higher scores correlate strongly with a high first call resolution rate, signaling an appropriate level of knowledge and competency among your agents.

First call resolution 291

First call resolution Analytics Metrics Call Center 291

Fonolo

JANUARY 14, 2020

They also cover real-life examples of how their customers use th e software and analytics to improve their business results. This white paper explores key areas that are sure to shake up the industry. Their blog, which is updated regularly, aims to educate the customer service community on the latest trends in CX.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136