Mindtouch

MARCH 5, 2018

A good knowledge base CRM integration should empower agents to do their jobs more efficiently. The question, however, remains: Is your knowledge base CRM integration all it can be? Search, View, and Navigate Knowledge Base Content Without Leaving the CRM. Which articles has the customer already seen?

CRM 78

CRM Self service Analytics Management 78

pindrop

OCTOBER 12, 2021

At the core of this experience is the process of identification which in turn is based on the very foundational element of Knowledge-Based Authentication questions or KBAs. Pindrop research shows that up to 30% of customers struggle with KBA based identity questions, while more than half of criminals pass them.

Abandon rate 52

Abandon rate Contact Center Self service Banking 52

Insite Managed Solutions

AUGUST 31, 2018

Overcoming Knowledge Management Challenges Knowledge management (KM) should be the hub of an organization. We understand that without an effective knowledge base, employees would struggle to address many complex situations which arise during customer service.

Analytics 40

Analytics Contact Center Metrics Management 40

DMG Consulting

JANUARY 24, 2023

Interaction Analytics Helps Companies Hear their Customers View this article on the publisher’s website. INTERACTION analytics (IA) is a must-have solution for enterprises that want to understand and enhance their customer experience. Interaction analytics is the only application that can provide this range of information.

Analytics 62

Analytics Enterprise Quality management Contact Center 62

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 Quality management Enterprise Contact Center 48

Insite Managed Solutions

SEPTEMBER 20, 2018

This is why it’s important to understand efficiency and gaps within your knowledge management system as customers prefer to service in the most convenient way for their persona. If you know you have a consistent knowledge base, perhaps it’s time to take it a step further to enable self-service options.

Self service 40

Self service Virtual Agent Wait times Chatbots 40

Tethr

NOVEMBER 15, 2021

Contact center reporting and analytics are essential for customer service and customer experience (CX) leaders to understand contact center performance accurately. That said, finding a good contact center reporting and analytics tool can be hard. The best contact center reporting and analytics tools.

Contact Center 99

Contact Center Analytics Marketing First call resolution 99

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

CSM Magazine

SEPTEMBER 30, 2022

Recognised leaders demonstrate how Calabrio Analytics delivers millions to revenues and the bottom line each year. The event celebrated companies charting the future of agent and customer engagement using Calabrio ONE through the annual Calabrio Analytics Competition and the ONE Awards. 26-29), after two years of virtual sessions.

Analytics 52

Analytics Coaching Interactive Voice Response Customer centricity 52

Mindtouch

JULY 29, 2019

Over the last year, enhancements to MindTouch analytics functions emerged as a top request from our customers. Beyond the rich data MindTouch already captures around content value, customers wanted to see the why and how behind the health of their knowledge bases. Read on for a preview of the upcoming analytics capabilities.

Analytics 94

Analytics Metrics Management Coaching 94

CSM Magazine

AUGUST 20, 2023

In today’s fast-paced legal landscape, analytics and reporting have become a game-changer for law firms and legal organizations seeking to stay ahead of the competition. Cost Analysis: With the help of analytics, legal professionals can perform a comprehensive cost analysis of each stage of the litigation process.

Analytics 52

Analytics Management Feedback Metrics 52

CSM Magazine

AUGUST 31, 2023

The new platform presents a fresh take on analytics, providing both marketing and business professionals a more sophisticated, streamlined way to analyze customer data. In this blog post, we’ll delve into how to master the complexities of GA4, ensuring you’re fully equipped to make the most out of this powerful analytics tool.

Analytics 52

Analytics Metrics Marketing Management 52

Customer Service Life

JANUARY 28, 2019

Thanks to advances in artificial intelligence, specifically natural language processing, and machine learning, the tide is beginning to turn as voice and chat analytics platforms are becoming more accessible, affordable, and insightful. A chat analytics platform and a voice analytics platform are like a screwdriver and a hammer.

Analytics 60

Analytics Coaching Engineering Contact Center 60

TeamSupport

APRIL 23, 2024

TeamSupport provides a unified approach to customer support, providing data-driven insights, knowledge sharing, and analytics at scale. By utilizing these predictive analytics, support teams can act proactively and personalize recommendations based on previous customer behavior and feedback.

Customer Support 52

Customer Support Technology Analytics Feedback 52

SharpenCX

MARCH 25, 2021

Turns out, customer service analytics, including speech analytics, is one of the five technology trends in Gartner’s custom e r experience hype cycle this year. . That’s why I’m diving in on how to use speech analytics to improve coaching and engagement in your call center. . What can speech analytics do for my call center?

Coaching 67

Coaching Analytics Call Center Quality management 67

DMG Consulting

OCTOBER 12, 2022

Question: What’s the difference between real-time guidance and next-best-action recommendations in interaction analytics solutions? The real-time information collected while the customer is on the line can be aggregated and compared with business rules or AI-based predictive analytics models/algorithms.

Analytics 48

Analytics Scripts CRM Quality management 48

ShepHyken

OCTOBER 29, 2021

Your call center knowledge base must integrate with all of the channels. So naturally, a KM-based software for call centers makes easier searches possible. The content that is stored in the knowledge base is segregated into different categories, adding a structure to the information and making it simpler to find.

call center software 190

call center software Call Center Customer Support Scripts 190

Comm100

OCTOBER 17, 2023

Knowledge Bases : A centralized repository where customers can search for and find answers to frequently asked questions. Analytics and Reporting : Gather data on customer interactions, identify trends, and make improvements based on insights. They can handle basic queries, guide users, or escalate issues to human agents.

Customer Service 73

Customer Service Interactive Voice Response Multi-channel support Multichannel 73

NobelBiz

OCTOBER 31, 2023

To put things in perspective, let’s first look at some statistics showcasing the importance of customer support: According to Email Analytics , 77% of customers are more likely to share a positive experience with brands. Data analytics in call centers goes beyond merely collecting data.

Customer Support 105

Customer Support Contact center software Call Center Analytics 105

Mindtouch

JULY 29, 2019

Over the last year, enhancements to MindTouch analytics functions emerged as a top request from our customers. Beyond the rich data MindTouch already captures around content value, customers wanted to see the why and how behind the health of their knowledge bases. Read on for a preview of the upcoming analytics capabilities.

Analytics 54

Analytics Metrics Management Coaching 54

Contact Center Pipeline

JUNE 15, 2016

Unfortunately, too many websites contain outdated information buried beneath pages of FAQs and knowledge base articles and/or poorly configured search engines that retrieve irrelevant results. An effective search […].

Self service 100

Self service Analytics Engineering Metrics 100

Myra Golden Media

APRIL 11, 2023

This could include a knowledge base that provides quick access to answers and solutions and a customer relationship management (CRM) system that helps agents keep track of customer interactions and preferences. Finally, it’s important to use data and analytics to drive process improvements and decision-making.

Average Handle Time 156

Average Handle Time Contact Center First call resolution Analytics 156

ShepHyken

NOVEMBER 4, 2022

Self-service channels like FAQs, guides, and a knowledge base for self-service allow the customer the autonomy to help themselves. Instead, by using an efficient knowledge management system, the center can reduce its agent training period up to 40-50 percent. Well-structured and Optimized CX Analytics .

Customer Experience 161

Customer Experience Scripts Self service outsourcing 161

TeamSupport

DECEMBER 8, 2023

Outline the essential features you require, such as knowledge base capabilities, live chat, omnichannel support, and integrations. As your customer base expands, your support needs will likely evolve. Reporting and Analytics Data-driven insights are crucial for optimizing your customer support processes.

Customer Support 105

Customer Support Analytics Upselling Customer centricity 105

TeamSupport

NOVEMBER 15, 2023

These days, there are a number of ways for customers to get the answers they need without direct interaction with an agent, including knowledge bases, community forums, and AI-powered virtual assistants.

Best practices 105

Best practices Customer Support Engineering Analytics 105

Nicereply

NOVEMBER 16, 2022

Most feedback tools also allow you to track and analyze your customer feedback using built-in reporting and analytics. Knowledge base software (for customers and agents). Knowledge bases are one of the most popular self-service solutions out there. Analytics tool to see the big picture clearly.

Management 98

Management Analytics Feedback Surveys 98

Nicereply

FEBRUARY 29, 2024

Offer a self-help deck or knowledge base Customers like to have a self-help deck or AI-powered knowledge base that can enable them to find answers to common queries. You can continue building and updating this deck based on new customer queries and product updates. For instance, WhatsApp has its knowledge base.

Customer Experience 59

Customer Experience Journey mapping Analytics Feedback 59

TechSee

FEBRUARY 2, 2022

Data Analytics. Using AI-driven predictive analytics tools, companies can draw insights from end-to-end customer data to track, predict, and personalize the customer’s journey, with the ultimate goal of boosting brand loyalty. Emotion Analytics. In today’s digital age, companies can get a 360?

Call Center 124

Call Center Technology Interactive Voice Response Analytics 124

Eptica

AUGUST 30, 2017

Date: Wednesday, August 30, 2017 How text analytics delivers customer experience value. In my previous series of blogs I explained the basic AI terms , including bots and chatbots , and the impact they have on CX, and now I want to turn my attention to text analytics. Published on: August 30, 2017. Contraction resolution.

Analytics 50

Analytics Customer Experience Chatbots Best practices 50

Expivia

FEBRUARY 15, 2024

Enlighten Actions: Beyond Analytics Enlighten Actions represents a significant advancement in AI-driven analytics, providing unprecedented insights into customer interactions and agent performance. This is the next generation in the Generative AI Chatbot.

Virtual Agent 75

Virtual Agent APIs Analytics Chatbots 75

TeamSupport

APRIL 3, 2024

It integrates with prominent client support features, including robust ticket management, collaborative environments, advanced reporting and analytics, task automation, and numerous other capabilities. Advanced Reporting and Analytics TeamSupport allows you to make data-driven decisions by providing real-time reports and trend analyses.

Self service 52

Self service Analytics CRM Customer Support 52

TeamSupport

MARCH 11, 2024

This means a rise in self-service options, like knowledge bases and FAQs. Here's how: Advanced Analytics: Our advanced customer analytics tools help you understand your customers better, enabling you to offer the personalized experiences they crave. Self-Service: Customers are becoming more independent.

Customer Support 52

Customer Support Self service Customer centricity Analytics 52

TeamSupport

MARCH 11, 2024

This means a rise in self-service options, like knowledge bases and FAQs. Here's how: Advanced Analytics: Our advanced customer analytics tools help you understand your customers better, enabling you to offer the personalized experiences they crave. Self-Service: Customers are becoming more independent.

Customer Support 52

Customer Support Self service Customer centricity Analytics 52

Hodusoft

JULY 19, 2023

Furthermore, supervisors can leverage real-time analytics and reporting to monitor performance levels, identify areas of potential improvement, and make informed decisions for increased productivity. Additionally, the cloud-based solution eliminates large upfront hardware investments and ongoing maintenance costs.

call center software 98

call center software Call Center Interactive Voice Response Average Handle Time 98

Mindtouch

MARCH 7, 2018

It also tees things up so you can measure ticket deflection in Google Analytics. With a solution like this in place, you can now measure ticket deflection in Google Analytics. To start, you need to log into Google Analytics. Focus on the flow from the initial ticketing landing page to all of your knowledge base content.

Analytics 48

Analytics Self service Customer effort Metrics 48

TechSee

MARCH 17, 2020

Technicians must be aware of any remote diagnosis previously attempted and have access to knowledge base articles and videos, as well as the ability to collaborate with senior colleagues. AI-powered knowledge base. Thanks to Artificial Intelligence (AI), field service organizations can now make all this a reality.

Enterprise 109

Enterprise Customer centricity Wait times Self service 109

CSM Magazine

OCTOBER 24, 2023

It can be trained on an organization’s own knowledge base to provide specific and personalized answers to customer questions. Leveraging advanced call analytics, you can identify areas of improvement and take measures effortlessly. Testing Use the ChatInsight platform to train the AI model with your knowledge base.

Chatbots 52

Chatbots Customer Service Enterprise Customer Support 52