CSM Magazine
APRIL 19, 2024
By combining data from multiple sources, like surveys, social media feedback, website analytics, and interactions at contact centers, businesses can gain a clear view of their customers’ preferences, needs, and behaviors.
CSM Magazine
JUNE 24, 2021
Modern all-in-one solutions unify call recording, quality management, workforce management, multichannel analytics and advanced reporting for comprehensive IT connectivity and customer connectedness. The Enterprise CXI add-on for Calabrio Analytics is a good example of using technology to build these connections.
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Callminer
FEBRUARY 21, 2018
A few years ago, when we were making our transition to call tracking, a big thing we looked for when comparing software was the ability to integrate directly with Google Analytics. Some of these systems employ speech analytics to determine what is being said and the overall tone of the call. and the Office of the Mayor of Taipei.
CSM Magazine
MARCH 1, 2022
Calabrio WFM currently supports agents who handle thousands of voice and WhatsApp conversations every month as well as other types of multichannel interactions, including email, SMS and social media. Cazoo’s frontline workforce has over doubled in size since implementing the WFM software.
VocalCom
JANUARY 28, 2019
Chatbots Magazine further adds that 67% of people expect to use messaging apps when communicating with a business. Predictive analytics. Predictive analytics can determine, for example, the most frequent reasons for customer contact. Expect to see AI as a power tool for personalization.
CSM Magazine
DECEMBER 1, 2021
Who can forget that iconic front cover of TIME Magazine in May 2013 that screamed ‘Me, me, me generation – lazy, entitled narcissists?’ Our AI-driven analytics tools make it easy for contact centres to uncover customer sentiment and share compelling insights with other parts of the organisation.
CSM Magazine
JANUARY 15, 2021
Applying analytics to pinpoint customer relevancy. The challenge for CX leaders is to build a multichannel communication strategy to reach customers either in a way they want or via channels they prefer. The best way to see and understand that behaviour is through analytics. Honing the fundamentals. Good customer data.
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