Callminer

MAY 27, 2020

To learn how AI can assist you in retaining top talent within your organization, download our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition. Leverage employee exit surveys to identify problems quickly. Use employee experience surveys to learn more about your workforce’s unique needs.

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

Cisco - Contact Center

FEBRUARY 21, 2020

According to Cisco’s global contact center survey, 53 percent of contact centers report into a CX executive, and yet 72 percent of contact center decision-makers say that fragmented customer experiences are one of their top 5 business challenges. To learn more about how to create a customer-centric organization read our white paper .

Customer Experience 79

Customer Experience Customer centricity contact center solutions Contact Center 79

Natalie Petouhof

AUGUST 15, 2022

Ideally, listening uses advanced analytics and artificial intelligence (AI) to uncover issues and opportunities. There is a sort of corporate amnesia where who you were at the start of the journey, and where you’ve been, is completely forgotten,” noted Charlie Godfrey, Senior Director at Genesys in “The business case for empathy” white paper.

Customer Experience 52

Customer Experience Analytics Big data Surveys 52

Fonolo

APRIL 24, 2018

For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. They don’t reveal the number of people surveyed or how they chose the companies, but they do say that 49% of respondents have over a $1b in revenue, so this data is going to skew towards the larger organizations.

Contact Center 99

Contact Center Call Center Self service Surveys 99

Talkdesk

DECEMBER 1, 2020

Feedback: How an organization delivers customer surveys, collects responses, and analyzes and implements changes based on results. Reporting & Analytics: How an organization analyzes real-time and historical data to drive decisions and generate better business outcomes.

Contact Center 104

Contact Center Benchmark Enterprise Customer centricity 104

VocalCom

JUNE 22, 2020

The COVID-19 pandemic accelerated this existing trend: while the crisis was raging, a survey by Gartner revealed that 41% of employees expected to be more likely to work remotely at least some of the time after the pandemic, while a survey by Global Workplace Analytics showed that 77% of the workforce wanted to work from home (“WFH”) after it.

Brand ambassadors 62

Brand ambassadors Contact Center contact center workforce contact center solutions 62

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…”. AmraBeganovich. Kirk Chewning.

Call Center 182

Call Center Analytics First call resolution Metrics 182

inmoment

NOVEMBER 6, 2019

InMoment’s latest white paper, “ Why a Customer Experience Program is More Powerful Than Mystery Shopping ,” details what intelligent technology can do that mystery shopping simply cannot. . The Benefits of Adopting a Holistic CX Program . 2 Your CX and performance data is carefully and optimally organized. .

Revenue potential 40

Revenue potential Feedback Surveys Analytics 40

Beyond Philosophy

DECEMBER 5, 2017

In content we’ve produced (webinars, white papers, posts, and a new book on the subject) the concept and value of employee ambassadorship, functioning within more humanistic and proactive organizations, has been fully laid out. We’ve seen employee surveys where there are no customer-related value elements.

Employee engagement 170

Employee engagement Consulting Consulting Enterprise 170

Fonolo

APRIL 24, 2018

For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. They don’t reveal the number of people surveyed or how they chose the companies, but they do say that 49% of respondents have over a $1b in revenue, so this data is going to skew towards the larger organizations.

Contact Center 57

Contact Center Call Center Self service Surveys 57

Eptica

FEBRUARY 6, 2019

That means going beyond traditional Voice of the Customer (VoC) surveys, which only provide part of the picture and can take too long to deliver valuable insights. Reading through qualitative data, such as free text interaction was once a time-consuming, often manual process but now you can do it at scale using AI and text analytics.

Automotive 73

Automotive Best practices Banking Customer emotions 73

Cincom

OCTOBER 14, 2020

For years, marketing had to manually collect information about companies, contacts and product preferences from service reports, call logs and assorted survey questionnaires. The tough part is analytics. They would also rely on third parties who offered contact lists for sale, but the quality of these lists was questionable.

Marketing 52

Marketing Analytics Call Logging Enterprise 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 59

Contact Center Gamification Analytics Average Handle Time 59

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

Callminer

MAY 11, 2020

Companies should also consider employee satisfaction surveys to get a feel for the company culture from your front-line workers’ point of view. And, coaching sessions provide an ideal opportunity for managers to check in with their agents or employees to get their feedback on how things are going from their perspective.

Management 273

Management Customer Experience Customer Service Coaching 273

delighted

AUGUST 23, 2019

You may know from analytics that specific features of your product are not being used or that there are specific points where new users are dropping off. Is this about a white paper that they read? This is where customer experience surveying comes in. Say you have now created and sent your first CX surveys.

Customer Experience 41

Customer Experience Journey mapping Surveys Feedback 41

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. The role of a call center manager is complex and challenging.

Call Center 182

Call Center Management Scripts Coaching 182

Uniphore

DECEMBER 17, 2021

Conversational AI and Automation Optimize Experiences and Reduce Costs Optimizing the member experience starts by understanding and optimizing every conversation before, during, and after an agent/consumer interaction — from self-service to agent assistance to after-call follow-up and post-interaction analytics. Post-interaction analytics.

Healthcare 52

Healthcare Contact Center Self service Wait times 52

Callminer

MAY 26, 2020

For more information on the customer experience, download our white paper, The CX Pro’s Guide to Speech Analytics. Exact strategies for improving your call center’s customer satisfaction metric depend on the services you have surveyed your customers on.

Call Center 340

Call Center Metrics Average Handle Time First call resolution 340

Fonolo

MAY 24, 2018

In fact, 82% of consumers surveyed by Zendesk in their annual Benchmark Report said they stopped doing business with a company because of bad customer service from call centers. Conduct customer surveys (find the root cause of long hold times). We need to measure and track how products and services affect customer expectations.

Call Center 87

Call Center Benchmark Metrics Analytics 87

Horizon CX

JANUARY 6, 2020

After earning a degree in Chemistry and performing moderately interesting work and building a moderate reputation within the field of analytical chemistry, I began to feel a bit constrained working in small spaces wearing a white lab coat and safety specs while running solitary experiments that didn’t involve contact with real people.

Airlines 40

Airlines Surveys Education Management 40

Callminer

NOVEMBER 9, 2020

Speech analytics software , for example, enables call centers to review past fraudulent calls, customize a fraudulent scorecard, and leverage real-time analytics to provide guidance to agents while on the call if a call is flagged as potential fraud. Caller has difficulty answering KBA questions.

Call Center 345

Call Center Banking Accountability Engineering 345

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

Comm100

JANUARY 14, 2020

According to a survey conducted by UBM, 75% of participants cited having to repeat themselves as their biggest issue when communicating with a brand. The right solution should also have top-notch routing, prioritization, and analytic capacities. This post includes highlights from our Omnichannel white paper. White Paper.

Average Handle Time 40

Average Handle Time Multichannel Chatbots CRM 40

Cisco - Contact Center

DECEMBER 17, 2020

With the new Webex Contact Center, we’ve integrated Webex Experience Management post-call surveys which can be sent to customers via text, email, or IVR so you can get immediate feedback about their experience. Four Journeys, One Destination: The Cloud , a white paper by McGee-Smith Analytics.

Customer Experience 133

Customer Experience Contact Center APIs Analytics 133

Comm100

JANUARY 14, 2020

According to a survey conducted by UBM, 75% of participants cited having to repeat themselves. The right solution should also have top-notch routing, prioritization, and analytic capacities. This post includes highlights from our Omnichannel white paper. Increased customer satisfaction. Tools such as intelligent routing.

Average Handle Time 52

Average Handle Time Multichannel CRM Analytics 52

Avaya

JANUARY 29, 2019

Speech Analytics – Transcribe and analyze 100 percent of recorded calls to help surface valuable intelligence. Customer Feedback – Engage customers immediately following their interaction with agents via short, dynamic surveys. Read the “ Using Workforce Optimization to Enhance Your Customer Experience Strategy ” white paper.

Customer Experience 67

Customer Experience Coaching Contact Center Quality management 67

NICE inContact

NOVEMBER 9, 2018

We surveyed over 2000 consumers in the United States, United Kingdom and Australia. Also, learn to listen more carefully by using advanced analytics that can suss out nuances in interactions to help you identify sentiment and trends. But contact centers are not built to serve managers, they are built to serve customers.

Contact Center 49

Contact Center Contact center software Benchmark First call resolution 49

JivoChat

JUNE 1, 2021

Touchpoints can be any interaction that a customer has with your business , such as a survey, a consultation call, or an online purchase. Feedback surveys. Sending out a survey to your customers allows you to understand their needs on a more personal level. Customer surveys. Content inventory. Direct mail.

CRM 52

CRM Advertising Chatbots Surveys 52

Liveops

DECEMBER 27, 2018

These curated items include some of our most-read posts along with white papers call center leaders will appreciate. An article by Contact Center Pipeline analyzes a survey showing few leaders have strategies for preparing people and workflows. Here’s what the experts said about customer service in 2018: 1.

Contact Center 81

Contact Center Customer Service Call Center Virtual Agent 81

Transparent BPO

DECEMBER 3, 2019

A recent survey I undertook revealed that among enterprise contact center decision-makers, finding the right agents and providing ongoing training was both the biggest pain point and greatest investment priority. Free infographic & white paper explains why. PR: Having the right platforms in place around analytics.

outsourcing 62

outsourcing Customer Experience Contact Center Enterprise 62

Liveops

DECEMBER 27, 2018

These curated items include some of our most-read posts along with white papers call center leaders will appreciate. An article by Contact Center Pipeline analyzes a survey showing few leaders have strategies for preparing people and workflows. Here’s what the experts said about customer service in 2018: 1.

Contact Center 48

Contact Center Customer Service Call Center Virtual Agent 48

Comm100

FEBRUARY 7, 2018

Will the vendor provide a robust knowledge base for self-education and training, including blog posts, white papers, eBooks, and multimedia content? Does the live chat provider make it easy for customers to submit their feedback via post-chat surveys after their support interaction?

CRM 41

CRM Multichannel Marketing Accountability 41

Calabrio

MAY 3, 2017

They spend hard-earned resources on surveys, focus groups and other outbound customer feedback channels without realizing that this very same data lives a few doors down in their very own contact center. And best of all, it’s free; no costly surveys or additional marketing expense required. It’s time to widen the VoC lens.

Contact Center 40

Contact Center Advertising Surveys Marketing 40

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. When I see results from customer service satisfaction surveys that are unfavorable, I know the culprit is probably due to long wait times…”. Vinay Amin. EuNaturalHealth.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

Solvvy

SEPTEMBER 17, 2022

Articles, white papers, and e-books. An excellent way to gauge your knowledge base’s effectiveness is to include a one-question survey or have a chatbot ask if the article was helpful. Your knowledge base can include : Quick-start guides. How-to instructions. Product specifications. Video demonstrations or tutorials.

Customer Service 62

Customer Service Self service Engineering Customer Support 62