Monet Software

SEPTEMBER 10, 2020

It’s no easy task, but there are ways to tap workforce engagement strategies to promote personal connection. Flexible, integrated scorecards and robust analytics make it easier to determine where empathy may be failing. For example, a naturally emotive person may express sympathy with a customer’s distress, only to be rudely rebuffed.

Call Center 71

Call Center Personalization Scripts Morale 71

COPC

APRIL 1, 2024

Operational efficiency technologies extend to applications that provide real-time analytics, prompts, and AI-driven tools for insights and reporting. Personalized Agent Training The adoption of digital gamification is a major component of this change. This method offers a more personalized and adaptable training experience.

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

CSM Magazine

MAY 10, 2024

Predictive Analytics Leverage data analytics to identify patterns that may indicate a customer is at risk of churning. Webinars, step-by-step articles, and vibrant user groups not only bring people together but also ensure they’re squeezing every benefit from your product or service.

Analytics 52

Analytics Feedback Customer retention Personalization 52

Fonolo

JANUARY 17, 2023

Predictive call routing is much more nuanced, connecting customers to call center agents who are most likely able to solve their problems based on abstract variables like the agent’s personality or expertise. Call analytics. RELATED WEBINAR: The Impact of AI on Customer Experience. How Can You Introduce AI to Your Call Center?

Contact Center 154

Contact Center Interactive Voice Response Chatbots Average Handle Time 154

COPC

JUNE 9, 2023

Webinar: Considerations for Navigating AI in CX Explore approaches to using artificial intelligence AI to service your customers. This webinar provides a framework for using the multiple types of AI needed to operate the future of customer experience (CX). Nexcom A/S and COPC Inc.

Customer Experience 114

Customer Experience Analytics Technology Average Handle Time 114

Clarabridge

SEPTEMBER 27, 2017

With this information at the ready, your teams can design the right experiences inclusive of personalized recommendations and inventory optimization to meet those needs. See, what happens when you use Omni-channel analytics is that you get out ahead of what the customer wants, allowing you to design experiences specific to them.

Analytics 40

Analytics Telecommunications Advertising Customer centricity 40

ProProfs Blog

AUGUST 14, 2020

Monitor Visitors & Personalize Conversations. Having insights into how customers initiated their journey with your brand is a great starting point to personalize conversations. While Google Analytics can help you access such data once collected over a certain time period, live chat gives you insight on real-time customer behavior.

Analytics 174

Analytics B2B Education Feedback 174

Talkdesk

JULY 26, 2017

Talkdesk is excited to launch the first ever App Dash — a series of webinars in which AppConnect partners showcase their applications. Our five app connect partners are presenting and competing during this app dash webinar include Autoreach, Ytica, Performetric, TalkIQ and Simple Emotion. App Dash: 5 apps. 6 minute live demos.

Contact Center 40

Contact Center Healthcare Analytics Call Center 40

Solvvy

SEPTEMBER 7, 2022

. >>Watch the replay of the webinar here.<< Provide secure and mutually beneficial personalization. Solvvy’s Analytics give support leaders powerful insights into everything from how their team is performing to issues with the product. >>Watch the replay of the webinar here.<<

Customer Support 106

Customer Support Self service Engineering Analytics 106

Lumoa

FEBRUARY 14, 2024

Watch the webinar replay of Redesigning CX programs: Enhancing the Way We Listen, Analyze, and Engage with Customers to learn more. Naturally, delivering this kind of personalized service at scale will require a well-crafted plan. Personalize the Services Nowadays, CX is all about personalization.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

ClientSuccess

MARCH 13, 2023

That means researching your target audience and utilizing data analytics to send out newsletters tailored just to their interests! By subscribing to their newsletters from a personal email address, you can track current trends and get creative ideas for your own emails – all while making sure yours stand out in the inbox!

Analytics 80

Analytics Best practices Marketing Personalization 80

CCNG

JULY 12, 2020

Also: a webinar on this topic is scheduled for April 14: Managing Contact Centers Through the Pandemic. Webinar: Tuesday, April 14, 2020, 12:00 p.m. Companies are putting in drastic measures such as canceling events, eliminating business travel and in-person meetings, and having employees work from home. May 29, 2019.

Contact Center 221

Contact Center CCNG Best practices Government 221

Totango

AUGUST 16, 2022

For example, you can use automated communication tools, such as emails and webinars, to help ensure that customers have the support they need to familiarize themselves with how to complete onboarding and start using your product. Analytics tools let you adjust survey questions to website activity, purchase history and other criteria.

Customer retention 100

Customer retention Upselling CRM SaaS 100

Beyond Philosophy

AUGUST 29, 2016

Predictive Analytics is a field exploring this idea in detail. In predictive analytics, analysts use predictive modeling, which is using statistics to predict what will happen next. Whether you know about predictive analytics already or not, you certainly have personal experience with the concept.

Analytics 278

Analytics Consulting Consulting Customer emotions 278

Talkdesk

SEPTEMBER 1, 2017

When Talkdesk expanded its product offering with AppConnect , one of the most critical areas we wanted to address for our customers was analytics. To begin, we covered some of the reasons that companies should start tracking contact center analytics. In order to turn a contact center into a differentiator, you have to track progress.

Contact Center 41

Contact Center Analytics Abandon rate Metrics 41

Serenova

JULY 5, 2019

Join our Wednesday, July 10, webinar for guidance and perspective from our guest speaker, Forrester Research VP and Principal Analyst Art Schoeller, on how you can move toward a more customer-centric contact center that delivers greater customer satisfaction and competitive differentiation. Fortunately, there’s help.

Customer centricity 40

Customer centricity Contact Center Journey mapping Self service 40

Beyond Philosophy

SEPTEMBER 25, 2017

I’ve been reading about Big Data’s foray into “Journey Analytics.” Journey analytics seeks to improve customer experience by collecting data at each point on a customer’s journey and mapping customers’ paths – whether they lead to a purchase or not. Without any insights into emotions, you can’t relieve the true customer pain points.

Big data 284

Big data Journey mapping Consulting Consulting 284

ClientSuccess

NOVEMBER 11, 2021

Anything from a personal update to product or industry news is fair game for your newsletter. Additional topics could include: Upcoming events, webinars, podcasts, and more. Just make sure that you’re taking Google Analytics, SEO optimization, and other industry tools to help drive traffic to your site. Data and insights.

Marketing 52

Marketing Best practices Surveys Analytics 52

Calabrio

JUNE 16, 2016

How well you know them, whether you can provide personalized service, and if you can earn their trust and loyalty can all mean the difference between your customers spending their money with you or with your competitors. At Calabrio, we believe the answer to this is investing in customer analytics. Gain timely insights.

Analytics 40

Analytics Enterprise Contact Center Sales 40

ChurnZero

FEBRUARY 15, 2024

This one-on-one interaction is more personal, making it more likely for team members to respond positively. 6: Use analytics to inform content ideas. Review your community analytics to pinpoint the type of content that captures your audience’s attention. Creating great content starts with a personal touch.

Analytics 52

Analytics Personalization Management 52

HGS

MAY 2, 2018

On April 25, HGS hosted a webinar with HGS VP of Solutions and Capabilities Lauren Kindzierski with special guest John Gibney, Senior Manager of Consumer Service at Newell Brands. At the webinar, our poll results shed slight on the state of the industry. Q4: What does Newell Brands use analytics for, if at all?

Customer Experience 100

Customer Experience Multichannel Chatbots Analytics 100

Callminer

JULY 30, 2018

suppliers per person). You can give your agents the information they need to take the heat out of the situation by using Interaction Analytics to analyse 100% of calls and identify words, phrases and acoustic qualities that trigger a positive response from customers who arrive unhappy. Almost nine out of 10 people (84%) switched 1.91

Coaching 174

Coaching Best practices Analytics Surveys 174

Enghouse Interactive

OCTOBER 13, 2020

But to achieve that objective and be transformative in their effectiveness, AI-platforms must broaden the range of information they gather while enhancing their analytical focus. AI Makes It Possible (Blog Series). Understanding Why Transforms the Customer Experience.

Scripts 95

Scripts Interactive Voice Response Analytics Contact Center 95

Solvvy

APRIL 11, 2022

In a recent webinar , Aly Klidies , Marketing Manager at Solvvy, talks with Customer Experience Designer and Master De-escalation Instructor, Myra Golden , to discuss how customer service agents can bring down the temperature during tense conversations when customers’ feelings are running high. ” REFRAME. Extended Q&A.

Construction 91

Construction Wait times Chatbots Self service 91

NobelBiz

FEBRUARY 27, 2024

Real-Time Dashboards and Post-Call Analytics: NobelBiz Call Log Analytics – Supervisor Dashboard Real-time dashboards provide a snapshot of ongoing operations, allowing managers to make informed decisions quickly. AI-driven insights can also help personalize customer interactions, further improving the customer experience.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Netomi

MARCH 14, 2022

From our Women of Influence list to our CX Sheroes webinar, we are shining a spotlight on inspiring female leaders who are doing their part to #BreakTheBias. Aside from investing in your personal development, it is also important to make those important financial investments that will make an impact in your career journey.

Customer Service 59

Customer Service Education Analytics Coaching 59

CSM Magazine

JANUARY 17, 2024

They incorporate live streaming, visual content management, hosting, analytics, security features and more. Whole-team meetings, town-halls, webinars and more can be arranged with a hefty savings in outflow.

Enterprise 52

Enterprise Analytics Marketing Sales 52

Enghouse Interactive

OCTOBER 21, 2020

Access the On-Demand Webinar Playback of “How AI-Enabled Super-Agents Improve CX” with Kate Leggett , Vice President and Principal Analyst Service Application Development and Delivery, Forrester Research, with Steve Nattress , Director, R&D and Jacki Tessmer , Vice President – Product Marketing, Enghouse Interactive.

Self service 76

Self service Contact Center Benchmark Chatbots 76

Lumoa

MARCH 8, 2023

Lumoa’s CEO and co-founder, Carlos del Corral, held a comprehensive webinar about the topic with Merete Medle, a highly esteemed CX practitioner with rich experience working for two of the biggest telcos in the Nordics. Here are the key takeaways from the webinar. Leveraging analytics is crucial for long-term success.

Customer centricity 83

Customer centricity Feedback Telecommunications Customer Support 83

Noble Systems

MAY 11, 2021

Conversation Analytics is just one piece of the puzzle. As a part of the conversation analytics mix, automated speech recognition (ASR) can help companies better understand their customers and improve the brand experience. Speech Technologies encompass a broad scope of tools. When used correctly. 5 benefits of ASR.

Analytics 52

Analytics Interactive Voice Response Coaching Self service 52

NobelBiz

JUNE 5, 2023

Delivering Personalized Experiences in call centers In an era where personalization is key to customer engagement, call centers face the challenge of tailoring their communication to meet individual customer preferences and needs. Personalization is the key to unlocking successful lead generation.

Call Center 52

Call Center Scripts CRM Contact Center 52

teleopti

DECEMBER 16, 2019

While innovations like Artificial Intelligence and Analytics have the power to transform CX, they should be easy to use and understand. While innovations such as Artificial Intelligence and analytics have the power to transform CX, they should be easy to understand and use. Keep WFM easy and personalized. Finally, be creative!

Analytics 73

Analytics First call resolution Contact Center Chatbots 73

NobelBiz

NOVEMBER 13, 2023

Join us for a special webinar , “Profitable Trends for Contact Centers,” where our host, Christian Montes, shifts to the guest chair alongside Mike McGuire. Don’t miss out on this exclusive discussion—it’s a webinar like no other, with surprises in store!

Customer Experience 111

Customer Experience Contact Center Call Center Revenue potential 111

Enghouse Interactive

APRIL 30, 2021

The answer is to focus on emotional intelligence, as a recent Call Centre Helper webinar, sponsored by Enghouse Interactive outlined. Improved personal physical and mental health. EI underpins many of the broader skills required in the contact centre – as shown by a poll on the webinar. Understanding the importance of EI.

Analytics 55

Analytics Customer emotions Employee engagement Chatbots 55

ChurnZero

SEPTEMBER 29, 2023

Unlike monetary or tangible gifts, intrinsic rewards appeal to a customer’s inner motivations and values, such as a sense of achievement, personal growth, or the joy of being part of a community. Training course completion: Celebrate customers who show initiative by enrolling in a course, webinar, or workshop.

Benchmark 52

Benchmark Feedback Surveys Best practices 52

Altivon

MARCH 9, 2020

Quick wins include usage analysis to help customers cut their bills, and predictive analytics for proactive notifications of potential overages and outages. During this webinar you will learn about: Blended AI and the continuous conversation. During this webinar you will learn about: Blended AI and the continuous conversation.

Customer Experience 52

Customer Experience Virtual Agent Analytics Personalization 52

CSM Magazine

JUNE 20, 2023

Personalization is also crucial. Today’s consumers expect a highly personalized experience, from product recommendations to communication preferences. Utilize data and analytics to provide customized experiences tailored to each customer’s interests and needs.

Marketing 52

Marketing Customer Service Metrics Analytics 52