CCNG

JULY 12, 2020

No matter the industry and state of business, this is an unprecedented and a necessary time for strong leadership. How to manage COVID19 in the contact centre , by Justin Tippett. So I’ve done my best to provide some real, practical advice on how you can manage the Coronavirus/COVID19 in your contact centre. March 15, 2020.

Contact Center 221

Contact Center CCNG Best practices Government 221

MiaRec

MARCH 30, 2024

He then speaks to John Ortiz, Technology Sales Manager at MiaRec , who put the demo together, to go through some of the video’s key talking points. In the interview, Charlie and John discuss the advantages and practical uses of Generative AI Technology in CX industry. What benefits can companies expect by implementing your solution?

Analytics 83

Analytics Contact Center Technology Sales 83

The Northridge Group

NOVEMBER 10, 2023

Fortunately, organizations can use the digital ecosystem to their advantage and enhance patient acquisition capabilities with data analytics. The healthcare data analytics market has been growing at a 1 5.3% This market has been experiencing such rapid growth for one reason: data analytics works. billion by 2030.

Analytics 76

Analytics Healthcare Marketing Consulting 76

CCNG

MARCH 6, 2024

Good thing that at InflowCX we don’t serve the industry serving the contact center world, we serve the contact center industry. There are many types of AI, however, 95% of AI is being utilized effectively and most of the innovation in the contact center is based on Generative and Analytical. What does that even mean?

Contact Center 195

Contact Center Calibration Analytics Interactive Voice Response 195

Spearline

FEBRUARY 8, 2022

Therefore, telephone conversation is a huge area for CX management. Voice analytics promises to measure customer emotion in each call. It differentiates between happy, frustrated, and other customer moods. “Call analytics” looks at the data collected. The post The Power of Voice Analytics appeared first on Spearline.

Analytics 98

Analytics Telecommunications Big data Customer emotions 98

NobelBiz

DECEMBER 19, 2023

Have you ever wondered how call centers manage the overwhelming number of customer calls, especially those tricky situations that require immediate attention? The secret lies in effective escalation management, a crucial aspect often overlooked. This is where escalation management comes into play.

Call Center 105

Call Center Management Wait times Contact Center 105

Zappix

JANUARY 3, 2024

With high-profile customers and industry-leading partners, Zappix is changing how consumers connect with businesses by bringing On-Demand Digital Customer Service and Visual Self-Service solutions to the market. The post Sales Manager appeared first on Zappix.

Sales 52

Sales Management Self service Big data 52

Zappix

APRIL 11, 2024

In today’s rapidly evolving landscape, the utility industry faces unprecedented challenges and opportunities. By leveraging data analytics and AI-driven insights, companies can anticipate customer preferences, anticipate potential issues, and proactively offer relevant solutions.

Self service 52

Self service Chatbots Accountability Analytics 52

JustCall

JANUARY 5, 2023

Speech analytics software analyses live or recorded calls and interpret emotional indicators. Speech analytics software uses artificial intelligence to analyze spoken language similar to voice recognition software. What is Speech analytics? Significance of Speech Analytics. Some Best Speech Analytics Software.

Analytics 52

Analytics Coaching Call Center APIs 52

The Northridge Group

AUGUST 23, 2022

While Quality Monitoring solutions can help associates improve their performance, internal contact center monitoring efforts are often ineffective because contact center managers lack the time and resources to evaluate customer needs, associate performance, and opportunities to enhance customer experience. Healthcare Quality Monitoring.

Healthcare 120

Healthcare Contact Center outsourcing contact center associations 120

SharpenCX

NOVEMBER 23, 2021

Grab a cup of coffee, snuggle up in a comfy chair, and get ahead in the customer service industry. Learn from the best in the customer service industry. Plus, learn how to get ahead of your customer service industry competitors from contact center professional Sayo Afolayan. Listen to Joe’s full episode, here.

Customer Service 128

Customer Service Morale Contact Center Call Center 128

Zappix

JANUARY 3, 2024

With high-profile customers and industry-leading partners, Zappix is bringing On-Demand Digital Customer Service and Digital Patient Engagement Solutions to patients and consumers. The company utilizes cutting-edge cloud-based technology, including automation (RPA), Actionable Analytics, NLP, Big Data, and more.

Healthcare 52

Healthcare Sales Management Big data 52

AWS Machine Learning

DECEMBER 19, 2023

Overall, ML use cases require a readily available integrated solution to industrialize and streamline the process that takes an ML model from development to production deployment at scale using MLOps. Data and model management provide a central capability that governs ML artifacts throughout their lifecycle.

Analytics 101

Analytics Engineering Government Best practices 101

JustCall

NOVEMBER 25, 2022

For meeting the goal of quality control, speech analytics software examines live or recorded calls and decodes emotional signs. Similar to voice recognition software, speech analytics software analyzes spoken language through artificial intelligence. Give call center agents instructions using call center voice analytics software.

Analytics 52

Analytics Cloud contact Coaching Telecommunications 52

NobelBiz

MARCH 12, 2024

To address and overcome this challenge, many companies have started embracing Unified Customer Experience Management (Unified CXM). Introducing Unified Customer Experience Management (Unified CXM) Unified CXM is the practice of creating seamless and personalized experiences for customers across all support and marketing channels.

Customer Experience 52

Customer Experience Management Omni-channel support Journey mapping 52

SmartAction

FEBRUARY 13, 2024

Having a strong order management strategy can be a key differentiator for businesses. Businesses who thrive at building robust, complete customer journeys harness the power of automation to build self-service solutions in their order management strategy. This feedback will be instrumental in refining your automation system.

Best practices 64

Best practices Virtual Agent Management Chatbots 64

CSM Magazine

JANUARY 2, 2024

These VIP patrons demand a personalized and seamless experience, and casinos can meet these expectations by leveraging data analytics. In this article, we will explore how casinos can use data analytics to enhance high roller customer service and ultimately drive business success.

Analytics 52

Analytics Entertainment Customer Service Benchmark 52

Nicereply

NOVEMBER 16, 2022

As a support manager, you probably work daily with a bundle of online tools. But what are the tools every support manager needs to know about? In this article, you’ll find the essential equipment you need to be effective as a support manager. Critical tools for every customer support manager. Which are the best?

Management 98

Management Analytics Feedback Surveys 98

Global Response

MARCH 26, 2024

While outsourcing BPO services provides a host of benefits, it also comes with the challenges of managing a third-party relationship. Today, we’ll explore BPO vendor management and how you can establish a successful and long-lasting partnership. This includes GDPR for data protection and ISO certifications for quality management.

Best practices 62

Best practices Management outsourcing Business Process Outsourcing 62

DMG Consulting

MARCH 27, 2024

Additional flexibility includes more shift/swap options, new ways to bid for hours and time-off, and easy approaches to managing paid time off (PTO), voluntary time off (VTO), and overtime (OT). The 2024 Workforce Management for the Enterprise in the Digital Era report features 4 WFM vendors: Alvaria, Calabrio, NICE, and Verint.

Consulting 59

Consulting Consulting Enterprise Agent Empowerment 59

Tethr

DECEMBER 8, 2021

The company will use the new funds to accelerate investments in sales and marketing and continue to advance its industry-leading listening platform. In conjunction with the funding, software industry veteran Robert Beasley has been named CEO of the company. The conversation analytics market is changing and maturing.

Analytics 94

Analytics Enterprise Sales Customer Care 94

ChurnZero

JANUARY 4, 2024

New technologies, best practices, and strategies, combined with an industry-wide drive for sustainable, profitable growth, have made CS teams the revenue-building stars of every SaaS organization. We asked ChurnZero’s industry network of CS experts to weigh in. ” How do other industry experts see customer success goals evolving?

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

AWS Machine Learning

DECEMBER 7, 2023

In this post, we describe the end-to-end workforce management system that begins with location-specific demand forecast, followed by courier workforce planning and shift assignment using Amazon Forecast and AWS Step Functions. It allows for better control and efficient resource management.

Management 97

Management Engineering Analytics Construction 97

TechSee

FEBRUARY 1, 2021

No longer limited to providing basic phone and Internet service, the telecom industry is at the epicenter of technological growth, led by its mobile and broadband services in the Internet of Things (IoT) era. AT&T is using machine learning to enhance their end-to-end incident management process by detecting network issues in real-time.

Telecommunications 107

Telecommunications Chatbots Big data Average Handle Time 107

Fonolo

MARCH 17, 2022

At first glance, a call center manager job may seem easy compared to the agents they oversee. 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.

Call Center 91

Call Center Management call center software Average Handle Time 91

DMG Consulting

AUGUST 10, 2023

This edition of the Report focuses on contact center and service-related uses of interaction analytics (IA) and a growing number of enterprise-wide use cases, as these solutions become more effective at capturing, identifying, and delivering actionable insights into the customer and employee experience.

Consulting 48

Consulting Consulting Enterprise Analytics 48

DMG Consulting

JANUARY 1, 2024

The Report explores how workforce engagement management (WEM) suites are transforming into next-gen platforms that support the increasingly complex and varied requirements of contact centers and all other customer-facing departments that leverage them to improve the customer experience (CX), employee experience (EX), and productivity.

Consulting 59

Consulting Consulting Enterprise Marketing 59

Noble Systems

AUGUST 12, 2020

Collections organizations must maintain a balancing act between increasing recovery rates and staying compliant with industry regulations to avoid hefty fines as well as improve the consumer experience. In recent years, many companies have turned to speech analytics to help maximize recovery and regulatory compliance.

Analytics 89

Analytics Coaching Call Center Best practices 89

Fonolo

OCTOBER 20, 2020

Read the Full Report, FREE: Download The State of the Contact Center in 2020 Industry Report. We sought out industry experts and leaders far and wide and asked them how Contact Centers — and the CX industry as a whole — fared in the first few months facing COVID-19. Sheila McGee-Smith, President, McGee-Smith Analytics. .’

Contact Center 126

Contact Center Coaching Education Analytics 126

Lumoa

JANUARY 23, 2018

You might get even more feedback than you can manage. Even if the feedback is read, it is not necessarily aggregated into leadership level in a way that would enable management decisions. Instead it is the unstructured nature of the data which makes it challenging to tackle with any traditional means of analytics.

Analytics 121

Analytics Feedback Metrics Customer Experience 121

Cincom

FEBRUARY 8, 2019

Sales management has always been a matter of analyzing data, analyzing human performance and deriving from those two activities a … Continue reading "Sales Management Powered by Data Analytics". The post Sales Management Powered by Data Analytics appeared first on Cincom Blog.

Analytics 45

Analytics Sales Management 45

Lumoa

MARCH 8, 2023

In today’s competitive telecommunications industry, customer experience (CX) has become a crucial factor in retaining customers and driving business growth. Addressing Customer Feedback Is Crucial Telcos, like many companies across industries, face the common problem of having multiple channels for collecting customer feedback.

Customer centricity 83

Customer centricity Feedback Telecommunications Customer Support 83

CSM Magazine

JULY 28, 2022

To optimize the work of staff, HR managers today are actively introducing various software into the work of the team. Find out from this article which HR management software is the most popular and effective and put it into practice! As practice shows, modern technologies provide wide opportunities in the field of HR management.

Management 59

Management Gamification Analytics Enterprise 59

Call Design

MAY 31, 2022

Australia’s leading CX outsourcing solutions provider, TSA Group, has approximately 3,000 customer service and sales agents servicing industries including telco, health insurance, finance and retail. Learn more about how the Alvaria Workforce Engagement Management (WEM) Suite can maximise contact centre productivity without increasing cost.

Management 78

Management Finance Enterprise outsourcing 78

CSM Magazine

SEPTEMBER 14, 2023

Industry Report Ranks Calabrio as an Overall Agent Management Leader and a Product Experience Leader. Calabrio , the workforce performance company, has been named an Exemplary Vendor in Ventana Research Buyers Guide 2023: Agent Management. Calabrio is ranked the number one vendor for Reliability and Usability.

Management 59

Management Coaching Contact Center Customer centricity 59

CSM Magazine

MAY 12, 2022

Whether you’re in B2B SaaS, e-commerce, or another industry, customer and employee satisfaction are likely to be key to success, making new approaches more attractive. Predictive customer analytics applies AI to observe customer activity and find patterns in the data. The end result is frustration and dissatisfaction on all sides.

Analytics 59

Analytics Customer Support Engineering B2B 59