Callminer

MAY 12, 2020

Analytics Solutions (such as speech analytics and interaction analytics tools). To learn how innovative software tools can improve the customer experience across multiple customer engagement channels, download our white paper, The Guide to Customer Engagement Analytics. Predictive Dialers.

call center software 182

call center software Best practices Call Center Interactive Voice Response 182

Callminer

FEBRUARY 23, 2021

To learn more about how call centers can adapt to new challenges in the era of COVID-19, download our white paper: Contact Center Practices and Guidelines for Managing Through COVID-19. Analytics are more important than ever. Omnichannel analytics will be used to unify and improve CX. Technological Trends.

Call Center 376

Call Center Technology Banking Contact Center 376

Cisco - Contact Center

FEBRUARY 1, 2021

Sheila McGee-Smith , Principal Analyst, McGee-Smith Analytics. She is a frequent speaker at industry conferences, user group and sales meetings, as well as an oft-quoted authority on news and trends in the communications market. We’d love to hear what you think.

Contact Center 104

Contact Center Transportation Customer Experience Wireless 104

Calabrio

SEPTEMBER 21, 2016

In addition to the low level of data capture, almost half of all organizations (40%) have no contact center analytics capabilities. They’re giving sales an invaluable understanding of what their customers want. They’re driving efficiency, increasing customer retention, accelerating sales, and creating new revenue opportunities.

Contact Center 59

Contact Center Analytics Technology Enterprise 59

Vonage

FEBRUARY 13, 2017

Speech analytics works by analysing spoken words, variations in pitch, silences and other verbal cues. Speech analytics ensures vital information is never lost. In a busy environment, real-time speech analytics provides the ultimate fail-safe. Speech analytics allows you to effectively gauge customer satisfaction.

Analytics 53

Analytics Customer Service Scripts Surveys 53

Uniphore

JANUARY 4, 2022

White Papers. Speech Analytics. Analyze Analytics and insights from 100% of interactions across all channels. At Uniphore Converse 2022, enterprise executives from CX to Sales will learn the latest innovations in automation, conversational AI and emotion intelligence. U-Self Serve. Case Studies. Infographics.

Enterprise 126

Enterprise Customer retention Engineering Analytics 126

DMG Consulting

MAY 5, 2020

During the past few months, we’ve published a series of newsletter blogs, columns and white papers to help executives and contact center leaders manage through the coronavirus pandemic. Interaction analytics and CJA address all of these needs. . Using IA and CJA to Improve CX. However, companies need to go much deeper.

Enterprise 96

Enterprise Analytics Consulting Consulting 96

Callminer

SEPTEMBER 23, 2020

Speech analytics tools like CallMiner Eureka , for instance, allows call center managers to monitor outbound calls for language patterns, indicators of customer sentiment, and other factors that provide insight into performance. “A good outbound sales script contains a strong connecting statement. Aim to connect.

Best practices 182

Best practices Call Center Outbound sales Telemarketing 182

CrazyCall

JUNE 25, 2019

And in this article, you’ll discover what is prospecting in sales and who the prospects are. Also, you’ll find out what sales prospecting methods will help you turn prospects into paying customers. Sales prospecting process. Usually, there are around 4-5 stages in the sales pipeline. The answer is prospecting.

Sales 109

Sales Scripts B2B Analytics 109

Help Scout

AUGUST 11, 2021

Fonolo also offers several other resources if blog posts aren’t your preferred way of learning, for example: White papers. Along with customer service, they also write a lot about marketing, sales, and business logistics. HubSpot has a regular publishing cadence of content like webinars, blog posts, white papers, and ebooks.

Customer Service 82

Customer Service Coaching Education Best practices 82

Callminer

SEPTEMBER 14, 2020

For instance, to improve key call center metrics such as first call resolution , business analysts may recommend implementing speech analytics solutions to improve agent performance management. Successful call centers use analytics to help aid, streamline and maximize customer service and sales needs…”. Customer sales enquiries.

Call Center 182

Call Center Analytics First call resolution Metrics 182

Transparent BPO

JANUARY 14, 2020

Deriving value from all that information will demand the use of advanced analytics that integrate data across channels and link insights to action , capabilities many contact centers currently lack. Case in point, a survey by Oracle of 800 marketing and sales decision-makers found that 80 percent plan to use chatbots this year.

Contact Center 62

Contact Center outsourcing Average Handle Time Chatbots 62

Callminer

MARCH 9, 2020

“While software is not able to fully schedule by itself (yet), having a software that can pre-place best sellers according to highest sale hours not only saves you some time, but actually helps ensure your best people are always on your toughest jobs.” Look for tools that automate skill-to-task matched scheduling.

Best practices 182

Best practices Call Center Analytics Metrics 182

Comm100

JANUARY 14, 2020

The right solution should also have top-notch routing, prioritization, and analytic capacities. Being able to segment your customers your way—by geography, historical sales, industry, and more—will further help you offer a more specialized and effective customer service program. Free Download: Customer Engagement 2020 White Paper.

Average Handle Time 40

Average Handle Time Multichannel Chatbots CRM 40

Callminer

FEBRUARY 4, 2021

Download our white paper, The Vulnerability Blueprint: How to Identify, Support and Retain Vulnerable Customers , to learn more about how your organization can identify and support vulnerable customers. Identifying vulnerable customers so that agents can take the appropriate course of action. Michael Stahl.

Call Center 345

Call Center Contact Center Finance Consulting 345

Education Services Group

APRIL 25, 2021

At first, this roadmap might be simple and straightforward, but as you mature, your plans will become more comprehensive and include a complete ecosystem of cross-functional capability and accountability with other teams like sales, marketing, product, and support. I could write an entire white paper on Customer Success monetization.

Journey mapping 91

Journey mapping Construction Analytics Education 91

Monet Software

DECEMBER 12, 2019

Workforce management software builds in the algorithms and analytics necessary to make forecasting a point-and-click endeavor driven by your own business understanding. Because programs and campaigns will vary, it’s important to evaluate apples and oranges—or sales campaigns and help desk operations—separately.

Call Center 71

Call Center Average Handle Time Contact Center call center software 71

Liveops

DECEMBER 27, 2018

These curated items include some of our most-read posts along with white papers call center leaders will appreciate. Customer Contact Week’s white paper provides clear-cut strategies for better performance. One suggestion is to use speech and text analytics for understanding what customer satisfaction and increased sales.

Contact Center 81

Contact Center Customer Service Call Center Virtual Agent 81

Comm100

FEBRUARY 25, 2020

By integrating your customer engagement platform with your CRM, every agent will have access to key information including customer contact details, past sales, accounts, and contact history. Taking the silos out of customer engagement doesn’t just make customer service better – it also increases sales. We hope so!).

CRM 64

CRM B2B Accountability Healthcare 64

Cincom

OCTOBER 14, 2020

They would also rely on third parties who offered contact lists for sale, but the quality of these lists was questionable. The tough part is analytics. Geoffrey Moore is quoted saying, “Without big data analytics, companies are blind and deaf, wandering out onto the Web like deer on a freeway.”.

Marketing 52

Marketing Analytics Call Logging Enterprise 52

Callminer

NOVEMBER 18, 2020

If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance. Examples include call recording, speech analytics and real-time monitoring. Sean McPheat is the CEO of MTD Sales Training. Sean McPheat. seanmcpheat. There is nothing worse.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

Comm100

FEBRUARY 25, 2020

By integrating your customer engagement platform with your CRM, every agent will have access to key information including customer contact details, past sales, accounts, and contact history. Taking the silos out of customer engagement doesn’t just make customer service better – it also increases sales. We hope so!).

CRM 52

CRM B2B Accountability Healthcare 52

Vonage

MARCH 26, 2018

During the webinar, Wyndham Hudson, NewVoiceMedia’s Vice President of Product, Sales and Service, cited Forrester’s CX equation : Customer experience is 25% if a customer can achive their goal, 25% the ease of the solution and 50% how it made the customer feel. For more insights from the webinar, you can watch it on demand here.

Customer Service 91

Customer Service Contact Center Customer centricity Coaching 91

Mindtouch

FEBRUARY 7, 2018

You’ve probably read it: For sale: baby shoes, never worn. It includes the touchpoints and channels that help drive customers into the sales funnel. That one part of the iceberg is pre-sale, the other post-sale. They turn to Google to do research before and during a sales engagement.

Self service 71

Self service Entertainment Sales B2B 71

Noble Systems

JANUARY 30, 2019

After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying. Dive Deeper into Customer Intelligence with Analytics. Analytics can capture and disperse these customer insights in real-time while agents are on a call. Learn more.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

Liveops

DECEMBER 27, 2018

These curated items include some of our most-read posts along with white papers call center leaders will appreciate. Customer Contact Week’s white paper provides clear-cut strategies for better performance. One suggestion is to use speech and text analytics for understanding what customer satisfaction and increased sales.

Contact Center 48

Contact Center Customer Service Call Center Virtual Agent 48

Callminer

APRIL 21, 2020

Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. Everyone gets a car detailing at work if they all get a sale. Matt Skoglund.

Call Center 182

Call Center Management Scripts Coaching 182

Comm100

JANUARY 14, 2020

The right solution should also have top-notch routing, prioritization, and analytic capacities. Being able to segment your customers your way—by geography, historical sales, industry, and more—will further help you offer a more specialized and effective customer service program. Tools such as intelligent routing. Conclusion.

Average Handle Time 52

Average Handle Time Multichannel CRM Analytics 52

Uniphore

NOVEMBER 17, 2021

When interacting with investors, firms must be transparent in their disclosures, fees and expenses, conflicts of interest and sales practice issues. In this article, we explore how AI-powered speech analytics are helping wealth management firms to: Comply with Record-Keeping Regulations. But not for machines. Download Now.

Analytics 52

Analytics Feedback Sales Management 52

Infinity

APRIL 10, 2018

As many as 89% of consumers look for vehicle information online, 1 requiring companies to translate searches into sales calls and visits to dealerships. First, it’s essential to understand what potential clients are looking for when they turn to the web – something analytics can make clear for you. Thrive in the world of SEO.

Automotive 49

Automotive Advertising Best practices Analytics 49

Fonolo

AUGUST 1, 2018

So we might as well accept that the term “AI”, in the contact center context, refers to a collection of these 3 areas: Speech analytics (using NLP to extract intent and sometimes emotional cues). If the existing IVR is forking callers between, say, “sales” and “service”, how is AI going to discern my intent any faster than my pressing 1 or 2?

Contact Center 52

Contact Center Call Center Interactive Voice Response Chatbots 52

Noble Systems

JANUARY 30, 2019

After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying. Dive Deeper into Customer Intelligence with Analytics. Analytics can capture and disperse these customer insights in real-time while agents are on a call. Learn more.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

Education Services Group

JUNE 21, 2018

Promote organizational alignment: Build a cross-functional team, with representatives from the groups that own sales/marketing, support, policies, operations, product development and other services that drive what the customer sees and experiences. So take a candid assessment and follow a blueprint for getting started.

Journey mapping 53

Journey mapping Customer retention Enterprise Analytics 53

CSM Magazine

FEBRUARY 14, 2017

Some aim to provide a balanced portfolio of functionality across sales, marketing and service, while others remain firmly rooted in the sales discipline. After all, tracking sales pipelines is what CRM is probably most famous for. Voice analytics. So how do contact centres benefit from smarter CRM?

CRM 40

CRM Analytics Sales Enterprise 40

Callminer

MAY 11, 2020

Leveraging interaction analytics software not only provides insights into your employees’ performance, but it also offer clues about employee satisfaction, enabling managers to take proactive action before a dissatisfied or disgruntled employee becomes a more serious concern. Bridgette Norris.

Management 273

Management Customer Experience Customer Service Coaching 273

NICE inContact

NOVEMBER 9, 2018

Also, learn to listen more carefully by using advanced analytics that can suss out nuances in interactions to help you identify sentiment and trends. To learn more you can review the 2018 CX Transformation Benchmark and then review this white paper “ Top KPI’s for Managing Customer Service, Sales and Collections Contact Centers ”.

Contact Center 49

Contact Center Contact center software Benchmark First call resolution 49

JivoChat

JULY 5, 2021

Online retailers are seeing massive growth in online sales. Global e-commerce sales are expected to top $4.2 These staggering sales figures have created all kinds of opportunities for online businesses. Pricing: Contact Adobe sales for pricing, packaging, and demo requests. Best E-commerce Platforms. 30-day free trial.

Advertising 52

Advertising Analytics Sales Enterprise 52