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. Fortunately, new technologies now provide intuitive functionality for harnessing the power of these customer voices. They’re making their agents smarter to make interactions better. Are you listening?

Contact Center 59

Contact Center Analytics Technology Enterprise 59

Callminer

MAY 27, 2020

More modern contact centers effectively do the same while incorporating a few key differences to better harness emerging options in communication and analytics. Although contact centers tend to lead the pack with powerful software integrations and assistive technology, call centers have not been left behind. that can be automated.

Call Center 207

Call Center Contact Center Interactive Voice Response Analytics 207

DMG Consulting

AUGUST 3, 2020

Sales, Marketing and Enterprise Uses of Interaction Analytics. Interaction (speech and text) analytics (IA) is a solution that sells well in both strong and weak economies. I would like to receive the monthly DMG Newsletter. Comments This field is for validation purposes and should be left unchanged. By Donna Fluss.

Enterprise 72

Enterprise Analytics Sales Marketing 72

8x8

MARCH 17, 2019

As more than 6,000 business and technology leaders convene at Enterprise Connect this week in Orlando, attendees are garnering knowledge about how they can stay competitive in a fast-changing business landscape. Speech Analytics Benefits Outside the Contact Center. Speech Analytics Benefits Outside the Contact Center.

Analytics 91

Analytics Enterprise Contact Center Quality management 91

Cisco - Contact Center

NOVEMBER 24, 2020

The articles are followed by a complimentary copy of the 2020 Gartner Hype Cycle for Customer Service and Support Technologies report, which per our understanding tracks key technologies along their adoption cycle. Four Journeys, One Destination: The Cloud , a white paper by Mc-Gee Smith Analytics.

Contact Center 110

Contact Center Technology contact center solutions Cloud contact 110

TechSee

OCTOBER 19, 2021

Use of Analytics. Reverse logistics stakeholders can leverage analytics to identify patterns and trends in returns. Customer Support personnel often employ the technology during the warranty and post-warranty period if they’ve ruled out more fundamental causes of a product failure. Diagnostics. firmware, or. components.

Average Handle Time 124

Average Handle Time Sales Analytics Technology 124

Cisco - Contact Center

FEBRUARY 1, 2021

Customer and agent experiences are directly tied to the power of the technology the contact centers are built on. Omar earned an MS in Computer Science from Stanford University and a BS from Massachusetts Institute of Technology. Sheila McGee-Smith , Principal Analyst, McGee-Smith Analytics. All New Webex Contact Center.

Contact Center 112

Contact Center Transportation Customer Experience Wireless 112

Callminer

NOVEMBER 9, 2020

Scammers are armed with advanced technology and access to private user data obtained through illicit channels. For more information on fraud prevention through the use of speech analytics and AI, download our white paper, Sitel + CallMiner Survey: Preventing Fraud and Preserving CX with AI.

Call Center 345

Call Center Banking Accountability Engineering 345

Callminer

FEBRUARY 24, 2020

A robust speech analytics solution can help call center managers monitor agent performance and take action to implement additional training and development to support excellent agent performance. Technology and Infrastructure. Expectations need to be laid out as clearly as possible early on. Interior Design.

Best practices 207

Best practices Call Center voip Analytics 207

ConvergeOne

JUNE 21, 2022

WEM solutions incorporate combinations of call recording, quality assurance, workforce management, speech analytics, e-learning and analytics. Advancements in artificial intelligence (AI) and machine learning, coupled with analytics and transcription, can systematically evaluate more without human intervention. Can’t wait?

Management 66

Management Contact Center Coaching Analytics 66

Callminer

MAY 12, 2020

Analytics Solutions (such as speech analytics and interaction analytics tools). The existing body of tools, technology and assorted integrations that your company already has at its disposal should be taken into consideration before you make a final decision on a new tool to bring into your ecosystem. Predictive Dialers.

call center software 182

call center software Best practices Call Center Interactive Voice Response 182

Callminer

APRIL 20, 2018

As a CX leader, you also need to know which technologies will help you achieve your core objectives in managing the customer experience. This post will help you zero-in on those technologies and best practices proven to produce results. Adopt Technologies That Align with Your Customers’ Expectations.

Best practices 186

Best practices Contact Center Customer Experience Interactive Voice Response 186

ConvergeOne

JULY 6, 2021

This goes to show that in order for businesses to continue to excel, they need to remain proactive and evolve along with the ever-changing world of technology. Online leaderboards in real-time driving analytics. WHITE PAPER]. Amazon Database Types. New data demands from organizations: Ability to store PBs of data.

Analytics 103

Analytics Technology Management 103

ConvergeOne

AUGUST 9, 2022

With more agents working from home, analytics tools can pull in the right information based on what is being said during the call or what applications an employee would be using. Download the full white paper below. WHITE PAPER] Six Steps to Engaging + Empowering Agents with Workforce Engagement Management.

Management 76

Management Contact Center Metrics Wait times 76

SmartKarrot

JULY 19, 2023

Such technologies are usually grounded in data and computing power. When it comes to post-sales operations, it is evident that these technologies can assist us in extracting valuable insights from the vast amount of data. These make today’s systems more and more intelligent. Have a look at some of our intelligent snapshots.

Accountability 10

Accountability B2B Technology Sales 10

Uniphore

JANUARY 21, 2022

Advanced technology is making change possible. On the CX side, the technology has reached a level of maturity that allows for real-time interaction with actionable feedback based on patient and member emotion, sentiment and intent. AI-powered analytics optimize patient and member services. But does it have to be?

Healthcare 59

Healthcare Analytics Personalization Biotechnology 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

CX Global Media

AUGUST 8, 2019

You can also learn more in the webinar 3 Common Questions Contact Centers Should NEVER ask about Speech Analytics. Anthony Scodary : So, we build technology that understands conversational long-form speech from scratch. We have a lot of information videos and, white papers that explained what we’ve done for our customers.

Contact Center 246

Contact Center Coaching Call Center Analytics 246

Uniphore

JANUARY 4, 2022

White Papers. Speech Analytics. Analyze Analytics and insights from 100% of interactions across all channels. Join us as we explore the technology and strategies needed to accelerate key initiatives, improve customer retention and drive revenue growth in today’s enterprise. U-Self Serve. Case Studies. Infographics.

Enterprise 126

Enterprise Customer retention Engineering Analytics 126

ConvergeOne

MAY 25, 2021

Cloud computing is evolving at an ever-increasing rate of change, but regulations and technology have not been keeping the same pace. AWS has introduced native security tools that use Machine Learning and analytics for deep intelligence that helps detect anomalies. WHITE PAPER ] SECURING YOUR AWS ENVIRONMENT CLOUD NATIVELY.

Government 52

Government Accountability Analytics Technology 52

ConvergeOne

MAY 25, 2021

Cloud computing is evolving at an ever-increasing rate of change, but regulations and technology have not been keeping the same pace. AWS has introduced native security tools that use Machine Learning and analytics for deep intelligence that helps detect anomalies. WHITE PAPER ] SECURING YOUR AWS ENVIRONMENT CLOUD NATIVELY.

Government 52

Government Accountability Analytics Technology 52

VocalCom

JUNE 24, 2020

The use of emerging technologies such as automation and AI to manage customer experience will be key to improve significantly contact centers’ efficiency and reduce costs. Technology is now the glue that is holding the digital economy together. These technological evolutions do not mean that contact center agents will disappear.

Customer Experience 62

Customer Experience Multichannel Contact Center Chatbots 62

NICE inContact

JULY 26, 2019

Think adding artificial intelligence (AI) to your contact center means dramatic technology shifts? From robotic procession automation to machine learning and intelligent analytics, AI’s impact on profits is clear — even with a measured, practical approach. Download the white paper today. Huge investments? Think again.

Contact Center 55

Contact Center Chatbots Upselling Analytics 55

Cisco - Contact Center

FEBRUARY 21, 2020

And then, of course, it takes the right people, processes, and technology. Why CX pursuits lean on more use of technology, but the human is still supreme. To learn more about how to create a customer-centric organization read our white paper . Join our 30-minute on-demand webinar today. Learn More.

Customer Experience 80

Customer Experience Customer centricity contact center solutions Contact Center 80

Callminer

SEPTEMBER 14, 2020

Business analysts must stay up to date on the latest call center technologies and solutions that can optimize, automate and modernize call center operations. Learn more about how speech analytics can benefit your call center operation by downloading our white paper, 10 Ways Speech Analytics Empowers the Entire Enterprise.

Call Center 182

Call Center Analytics First call resolution Metrics 182

VocalCom

JUNE 18, 2020

CCaaS solutions offer technology that mostly aligns with the “getting connected” pillar of great customer service, providing foundational capabilities,” noted Gartner in the report. Download our white paper Contact Centers of the Future: Creating the experience of tomorrow. Supporting the ‘Work from Home’ Agent (WFHA).

Cloud contact 62

Cloud contact Contact Center contact center solutions Self service 62

ConvergeOne

JULY 6, 2021

This goes to show that in order for businesses to continue to excel, they need to remain proactive and evolve along with the ever-changing world of technology. Online leaderboards in real-time driving analytics. WHITE PAPER]. Amazon Database Types. New data demands from organizations: Ability to store PBs of data.

Analytics 52

Analytics Technology Management 52

CSM Magazine

JUNE 2, 2021

Tom is one of the loyalty industry’s most respected experts, with over 15 years’ experience in analytics and customer engagement roles at the likes of IRI, Aimia, Reward Insight and Collinson.

CRM 52

CRM Analytics Consulting Consulting 52

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

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

teleopti

SEPTEMBER 18, 2019

Next, use automated WFM technology to allocate quiet time with team members to explore innovative ways of working in a relaxed, collaborative environment away from the pressures of serving customers. Involve your people in decision-making around new processes and technology. Download White Paper.

Management 57

Management Customer advocacy Employee engagement Self service 57

TechSee

MARCH 19, 2018

With AI, call centers are equipped with a wide range of voice analytics, enabling recognition of customer, accent, gender, and emotion, as well as powering conversational IVRs and voice based virtual assistants. But there is still one missing element that has barred AI from radically transforming the customer experience.

Call Center 84

Call Center Technical Support Contact Center contact center solutions 84

NICE inContact

AUGUST 20, 2019

That’s because all technology has a “shelf-life”. Why does technology have an expiration date? As we know, technology moves fast and what was once considered “state of the art” will inevitably become functionally obsolete. For many IT systems this is about seven years. This is also true for call center systems.

Contact Center 54

Contact Center Contact center software contact center solutions CRM 54

NICE inContact

AUGUST 20, 2019

That’s because all technology has a “shelf-life”. Why does technology have an expiration date? As we know, technology moves fast and what was once considered “state of the art” will inevitably become functionally obsolete. For many IT systems this is about seven years. This is also true for call center systems.

Contact Center 54

Contact Center Contact center software contact center solutions CRM 54

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. AI, chatbots, and other technologies are gaining prominence, especially among larger brands, a trend that won’t change in 2020.

Contact Center 62

Contact Center outsourcing Average Handle Time Chatbots 62

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. “Technology is undeniably important to the modern-day workplace. Adopt novel approaches to candidate outreach using modern technology.

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

Cisco - Contact Center

DECEMBER 17, 2020

For example, customer experience journey context displayed on the agent desktop and customer experience analytics reports that capture customer feedback trends and allow for proactive, closed-loop response. Optional integrated Webex Workforce Optimization provides tools for workforce management, quality management, and workforce analytics.

Customer Experience 133

Customer Experience Contact Center APIs Analytics 133