Cisco - Contact Center

FEBRUARY 14, 2024

Firewall Logs Integration, Expanded Response Management, and Other Enhancements Secure Network Analytics (SNA) Release 7.5.0 is generally available as of January 22, 2024. All current customers are … Read more on Cisco Blogs

Analytics 72

Analytics Management 72

Fonolo

MAY 16, 2023

Correctly interpreting call center analytics and KPIs is key to improving your operations and your customer’s experience. Call center analytics provide valuable insights that can help organizations improve their operations and customer experience. Analytics are also called key performance indicators or KPIs.

Call Center 91

Call Center Analytics Abandon rate First call resolution 91

Contact Center Pipeline

FEBRUARY 24, 2021

Speech analytics using machine learning and AI are already making an impact within contact centers, but most of the 30-plus vendors I collaborate with are still trying to figure out how to best utilize their own […]. Who decided that three was the optimum number of times an agent should say the name of a customer?”

Analytics 253

Analytics Contact Center Customer effort Call Center 253

LiveVox

OCTOBER 30, 2023

The contact center industry’s transition to flexible work arrangements has introduced new complexities for frontline managers. Managers have found it difficult to […] The post Analytics Bridges the Visibility Gap Amid Shifting Work Models appeared first on LiveVox.

Analytics 90

Analytics Coaching Contact Center Feedback 90

The Northridge Group

AUGUST 10, 2021

Taking a deeper dive by honing-in on the data that is readily available to you and investing in the right analytics practices can help you improve customer satisfaction, propel your business forward and take your customer experience from great to even greater. Leverage Contact Center Analytics. Let the Data do the Heavy Lifting.

Analytics 162

Analytics Interactive Voice Response Contact Center Coaching 162

NICE inContact

APRIL 15, 2020

If your contact center has yet to implement analytics and you’re eager to improve quality management performance, now may be an ideal time to implement this strategic technology. Infusing analytics into your quality management process can pave the way to solutions in a systematic, simplified way.

Quality management 71

Quality management Analytics Management Contact Center 71

Eptica

JANUARY 16, 2022

Date: Monday, January 17, 2022 Author: Pauline Ashenden - Demand Generation Manager How data analytics can enhance customer service. Tags: data analytics, Customer Service, ContactBabel Categories: Best Practice. Published on: January 17, 2022. What types of data should you focus on, and what are the main benefits?

Analytics 127

Analytics Customer Service Best practices outsourcing 127

Global Response

NOVEMBER 21, 2023

Customer analytics allow you to take the customer data you’ve collected and assess , aggregate and analyze it to understand trends, make forecasts and better understand your customers. Here are four key ways can analytics support your business and how can you implement them.

Analytics 62

Analytics Customer retention outsourcing Sales 62

MiaRec

AUGUST 31, 2023

Are you considering purchasing MiaRec’s Conversation Intelligence platform but are wondering what happens once you sign the contract? You might have been burnt in the past by a bad onboarding experience and are asking yourself what you should expect in the next steps regarding technical implementation, onboarding, training, and support.

Quality management 82

Quality management Analytics Management 82

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

NICE inContact

APRIL 15, 2020

If your contact center has yet to implement analytics and you’re eager to improve quality management performance, now may be an ideal time to implement this strategic technology. Infusing analytics into your quality management process can pave the way to solutions in a systematic, simplified way.

Quality management 62

Quality management Analytics Management Contact Center 62

LiveVox

DECEMBER 8, 2023

Maximizing workforce performance is a constant concern for contact center management. It’s a priority that becomes even more challenging when overseeing a remote or hybrid workforce.

Analytics 88

Analytics Contact Center Management 88

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

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. CX Today | MiaRec CX Today’s Charlie Mitchell introduces a demo of how GenAI is augmenting conversational intelligence solutions. What benefits can companies expect by implementing your solution?

Analytics 83

Analytics Contact Center Technology Sales 83

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 106

Call Center Management Wait times Contact Center 106

JivoChat

FEBRUARY 14, 2023

But to enjoy those data, you need to know how to analyze them, and that’s why marketing analytics courses can help you. Best Marketing Analytics Courses 1. Marketing Analytics With the Marketing Analytics course, you will learn the most important marketing metrics and how to apply them to your data. Workload: 2.5

Analytics 75

Analytics Marketing Abandon rate Metrics 75

The Northridge Group

AUGUST 16, 2018

An effective Workforce Management organization ensures a contact center has the right number of agents, with the right skills, in place to deliver the desired member experience in the most efficient manner. As a result, the following trends in Workforce Management (WFM) have emerged:

Analytics 92

Analytics Management Contact Center Customer Service 92

MiaRec

MARCH 21, 2024

For example, contact center managers would get random glimpses into what is going on by evaluating a tiny fraction (2-5%) of their calls. An organization's contact center is producing an enormous amount of data every day, but traditionally these insights have been inaccessible.

Analytics 88

Analytics Contact Center Management Quality management 88

Mindtouch

JULY 29, 2019

Over the last year, enhancements to MindTouch analytics functions emerged as a top request from our customers. To provide better data analytics within the product, we are adding three new Contribution reports to the MindTouch platform: Site Contributions. Read on for a preview of the upcoming analytics capabilities.

Analytics 94

Analytics Metrics Management Coaching 94

TeamSupport

APRIL 24, 2024

That's where the magic of simplified ticket management comes into play. Achieving this satisfaction begins and ends with how effectively a company can manage, respond to, and resolve support tickets. Simplified ticket management means quicker response times, more personalized support, and ultimately, happier customers.

Management 52

Management Customer Support Personalization Analytics 52

Lumoa

MARCH 6, 2023

Garen Di Bernardo, Product Marketing Manager for Lumoa- a feedback analytics platform- provided some valuable tips on how to read customer conversations in an insightful webinar. Final Thoughts Why is Customer Conversational Analytics Important? Customer insights gleaned from feedback can be beneficial in several ways.

Analytics 83

Analytics Feedback Marketing Metrics 83

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

NICE inContact

FEBRUARY 13, 2019

You’ve heard of quality management (QM), and your contact center probably has a quality program in place today. But what’s all this hype about using analytics to perform quality activities, and could it help you? Incorporating analytics into your quality program empowers you to provide fairer, more targeted agent feedback.

Quality management 55

Quality management Analytics Management Coaching 55

Call Design

DECEMBER 5, 2023

Although workforce management is frequently overlooked in strategic planning, it is crucial to recognize the significant contributions that WFM professional can make to the strategic planning process. 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

OrecX

JANUARY 5, 2021

This is the only way to ensure your speech analytics solution is adequately interpreting and transcribing both your agents and your customers. REAL TIME - Does your recording solution capture call audio in a real-time streaming manner so your transcription and analytics engine can process the call as it happens, or post-call?

Analytics 127

Analytics APIs Engineering CRM 127

DMG Consulting

JULY 16, 2019

The Advantages of Analytics-Enabled Quality Management. For most of the past 40 years, contact centers have performed quality management (QM) the same way. Analytics-enabled QM (AQM) is the future for QM, and can solve many of these issues. AQM is an application provided by speech analytics vendors.

Quality management 69

Quality management Analytics Management Coaching 69

LiveVox

JULY 7, 2021

Call center analytics play a vital role in the success of your organization. The post How to Manage Agent Performance Using Call Center Analytics appeared first on Livevox. Call center performance depends on the kind of experience being provided.

Call Center 52

Call Center Analytics Management 52

The Northridge Group

MARCH 28, 2022

In our previous post , we discussed the importance of adopting a data-driven analytical approach to move the needle on patient/member experience, enabling higher CMS Stars Ratings and increased bonus payments for Medicare Advantage plan providers. A Success Story.

Healthcare 120

Healthcare Analytics Contact Center First call resolution 120

Zappix

JANUARY 3, 2024

The company utilizes cutting-edge cloud-based technology, including AI, Robotic Process Automation (RPA), Actionable Analytics, IVA and bots, Big Data, and more. The post Project Manager appeared first on Zappix.

Management 52

Management Self service Big data Analytics 52

DMG Consulting

SEPTEMBER 24, 2021

The Transformational Value of Interaction Analytics. INTERACTION ANALYTICS (IA) has proven its worth and benefits in the best and worst of times. Interaction analytics is the only application that can provide this variety of information. July 7, 2021 Donna Fluss. View this article on the publisher’s website.

Analytics 77

Analytics Enterprise Contact Center Quality management 77

Zappix

JANUARY 3, 2024

The company utilizes cutting-edge cloud-based technology, including AI, Robotic Process Automation (RPA), IVA and bots, Actionable Analytics and reports leveraging Big Data, and more. The post Sales Manager appeared first on Zappix.

Sales 52

Sales Management Self service Big data 52

LiveVox

MAY 15, 2020

The benefits of speech analytics when managing a remote workforce: Our top tips and considerations Contact centers currently managing their workforces remotely face a myriad of challenges around agent performance, quality, and compliance.

Analytics 81

Analytics Management Contact Center 81