Contact Center Trends 2021: The CX Watershed

Fonolo

We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Read the Full Industry Report Here: Contact Center Trends 2021. Contact Center Trends 2021. Contact Center Trends 2020.

Five trends to adopt Post-Covid

Peter Lavers

AI and Cognitive Analytics CRM Customer Centricity Customer Culture Customer Experience Digital Latest Thinking Leadership Marketing Omnichannel Strategy B2B digital New Normal transformation

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Digital and Analytics: A Match Made in Heaven

NICE inContact

What makes the digital and analytics duo particularly sleek is their partnership holds the key to the future success of your contact center. Advantages of the Cloud Analytics Contact Center Trends & Insights CXone NICE inContact CXone Digital First Omnichannel

Customer Service Trends 2020

TechSee

To help you plan, we’ve highlighted nine of the biggest customer service trends for 2020. Analytics will drive hyper-personalized experiences. Armed with the right tools, agents with the freedom to work on their own terms will be better engaged and motivated, enriching customer experience and reducing churn dramatically, making it one of the key customer service trends for 2020. The post Customer Service Trends 2020 appeared first on TechSee.

8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

Emerging Trends Revealed in Unique CX Research

Beyond Philosophy

If you don’t have the data analytical skills, then there is no better time than the present to get them. The post Emerging Trends Revealed in Unique CX Research appeared first on Customer Experience Consulting. We encourage clients to research their customers all the time. Late last year, we decided to take our advice and study our customers and prospective customers, and well, anyone.

InformaTech

Contact Centre Analytics – 3 Important Trends to Watch

NICE inContact

AI Omnichannel Analytics Customer ExperienceAre you looking for ways to boost agent performance and improve your customers experience in 2020? As you start to plan for the new year, keeping a pulse on technology innovations and understanding what your customers want will be critical to providing an exceptional experience and staying one step ahead of the competition.

WFO: 5 Trends Shaping Analytics and Business Intelligence

LiveVox

WFO: 5 Trends Shaping Analytics and Business Intelligence Call center workforce optimization is top of mind for leaders in financial services and beyond. The post WFO: 5 Trends Shaping Analytics and Business Intelligence appeared first on Livevox. This is in part because of the robust advancements made to applications that can track literally everything. From tricked-out ticketing systems to agent call recordings there is nothing we can’t pin a.

How does speech analytics perform trend analysis? Isn’t it just counting how often words are used?

DMG Consulting

Question: How does speech analytics perform trend analysis? Answer: Trend analysis in interaction (speech and text) analytics solutions provides deeper insights than word count frequency. At its most basic, trend analysis is designed to allow users to define “things” they know to look for in voice and text-based interactions, which are then surfaced by the application. Q&A Speech AnalyticsIsn’t it just counting how often words are used?

Enterprise Uses of Speech Analytics (whitepaper)

DMG Consulting

Enterprise Uses of Speech Analytics (whitepaper). Since you can’t be everywhere watching and evaluating the customer experience, speech and text analytics is the next best thing. 5/1/2017. By Donna Fluss. Introduction. Wouldn’t it be great to share in the journey of each of your customers; to know what they think about your employees, policies, products, services and competitors? To be able to capture insights about what it’s really like to transact business with your company?

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

Customers Tweet this The Customer Data Too Often Overlooked by the C-Suite Why Contact Center Analytics is Key to Identifying Opportunities for Growth 2 | Business Transformation and Analytics: Driving Change in a Customer-Centric World We read constantly about the need to adapt or die—and that “digital. of analytics solutions, many decision makers may be trying to cut through. INTRODUCTION Business Transformation and Analytics: Driving Change in a Customer-Centric World | 3.

InformaTech

3 Trends and Challenges for the CX Industry in 2019

Contact Center Pipeline

Customer Experience automation call center contact center customer experience omnichannel speech analyticsIn the increasingly crowded business landscape, there are a few specific focuses that organizations can invest in to give themselves a boost in attention and customer loyalty. Customer experience (CX) is an area that can provide both this increased attention and help maintain customer loyalty—that is, when CX is done the right way. In fact, […].

Sales, Marketing and Enterprise Uses of Interaction Analytics

DMG Consulting

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. Companies are using it as an early warning system to alert them about emerging customer issues and trends. Interaction analytics should be used to conceptually “measure the pulse” of a company’s customers and reduce the risk of social media mistakes, which are costly to a brand.

Data Lakes: Navigating Storage and Analytics in Cloud Contact Centers

NICE inContact

Advantages of the Cloud Call Center Best Practices Contact Center Trends & Insights Do More With LessA data lake is a repository for storing massive amounts of raw data in its native form, in a single location.

The Evolving Capabilities of Conversation Analytics

Noble Systems

Here, speech analytics is not used simply to understand the customer and answer a question, but rather to understand why the customer is calling, whether they’re happy, and if their mood is indicative of a trend that requires attention. In fact, speech analytics has become so advanced in the enterprise that it has evolved into what is known as conversational analytics. The business benefits of speech analytics. Speech analytics also can help point out issues.

Meet Interaction Analytics: Let’s Play Two Truths and a Lie

NICE inContact

If Interaction Analytics is a new concept to your contact center and you are just getting to know its capabilities and value, you will be charmed by your first impression. If you are already familiar with the benefits Interaction Analytics provides, here is a chance to test your knowledge.

ROI from your investment in speech analytics? Absolutely!

Callminer

While recent data show there is a growing and pronounced trend in the deployment of speech analytics to improve overall contact center performance and compliance, recent market penetration data shows that over 60% of US based contact centers have still not implemented a speech analytics solution. The post ROI from your investment in speech analytics? Call Center Best Practices Contact Center Efficiency Performance Management Quality Monitoring Speech Analytics

WFO Trends in 2020

DMG Consulting

WFO Trends in 2020. 2019 was the year of artificial intelligence (AI), automation and analytics, a trend that has continued in 2020 and into the foreseeable future, despite the pandemic. When it comes to contact center WFO applications, the vast majority of enterprises are still purchasing premise-based solutions, although a growing percentage of new sales are for cloud offerings, a trend that has picked up momentum due to the pandemic.

4 Technology Trends that Transform Contact Centers

Ansafone

The strategic use of this technology is also putting businesses far ahead … 4 Technology Trends that Transform Contact Centers Read More ». The post 4 Technology Trends that Transform Contact Centers appeared first on Ansafone Contact Centers. 24-7 call center Ansafone Contact Center AI analytics artificial intelligence automation big data statistics tech. technology trendsAdvancements in technology have revolutionized how companies interact with customers.

10 Unique Use Cases for Speech Analytics

Expivia

This week we will be talking about 10 unique use cases for speech analytics. Speech analytics is evolving to have use cases not yet thought of. For those of you who use speech analytics and want to expand the ROI for them, this is for you.

Top Customer Experience Trends for 2021

SmartKarrot

Here are some trends that will shape customer experience in 2021. With predictive analytics, companies will only increase their margins by huge numbers. In 2021, one trend will be more companies personalizing their customer experience.

Why Your Call Center Needs Speech Analytics

3CLogic

As a result, 66% of businesses are looking to invest in advanced analytics, such as Voice AI, to tap into the hidden insights of their call data and leverage tools such as Natural Language Processing (NLP) and sentiment analysis, to take their customers’ experience to the next level. Speech Analytics can be used to report trends such as: Customer Sentiment : Based on the caller’s words, tone, and volume, the analytics can gauge how the customer feels about a brand, product or service.

Top Sales Trends for 2021 You Need to Know

SmartKarrot

Although you might not be able to time travel into the future, you can certainly heart the top sales trends and leverage out of it in the times to come. The thing about sales trends is that they can be both your friend and foe at the same time. Predictive Analytics can guide Sales.

Sales 52

2019 Customer Experience Trends

The Center for Client Retention

Customer Experience trends are bigger and better for 2019. Keep your hands on the wheel and your eyes on the following trends. The traditional “free” customer loyalty program is here to stay but paid and VIP programs are trending at the top of the pack. Predictive consumer analytics is not new, and neither is Amazon’s use of it. Blog Customer Experience Customer Service 2019 customer experience trends

2020 Customer Experience (CX) Trends

The Center for Client Retention

Keeping abreast of the following nine trends being monitored by The Center For Client Retention (TCFCR) will help your business thrive in 2020 and beyond. And observe a related trend affecting corporate marketing departments: by 2023, 51% of marketing organizations expect to have decentralized their marketing operations. If they herald a true trend–time will tell–it’s one made to order for our times. CSAT Surveys & Analytics Make the Perfect Marriage.

Big Data Analytics Creates Smart Contact Centers

Ansafone

While companies are tapping this information to personalize messaging and spot trends, contact center management can also leverage Big Data to streamline service processes, boost agent productivity and deliver exceptional customer experiences. Collecting the information is the easy … Big Data Analytics Creates Smart Contact Centers Read More ». The post Big Data Analytics Creates Smart Contact Centers appeared first on Ansafone Contact Centers.

New Trends in Customer Success You Need to Know About

Totango

Keeping up with new trends in customer success can help you promote repeat business and prevent customer churn. Here are four of the latest trends you need to know about: Automating customer success with out-of-the-box templates.

Trends and Realities of Successful Organizations (Blog #1)

Enghouse Interactive

Trends versus Reality – Successful Companies Show How to Lead the Way. AI, Teams UC and Video. . Better Together to Optimize CX. . Blog Series #1 of 4: New decade! New approach? Not necessarily…. For some, it’s more of the same, but better.

What is a “Reasonable Analytics” Blocking Algorithm?

Noble Systems

But let’s focus here on the FCC’s statement “voice service providers may offer opt-out call-blocking programs based on any reasonable analytics designed to identify unwanted calls.” [1]. Varying Definitions for Reasonable Analytics. The analytics algorithms that identify illegal calls or unwanted calls use various criteria. Some analytics providers have stated they use thirty or more criteria. The post What is a “Reasonable Analytics” Blocking Algorithm?

2021 SaaS Statistics and Trends: The Ultimate Collection

SmartKarrot

As we move closer to the beginning of the year 2021, here are the top SaaS statistics and trends to watch in the coming times in the SaaS industry. As the trend suggests, it is predicted that companies would invest more in additional services along with their products.

SaaS 52

Top Call Center Conferences 2017: 49 Must-Attend Events to Learn the Latest Trends and Technologies for Boosting Call Center Performance

Callminer

Top Call Center Conferences 2017: 49 Must-Attend Events to Learn the Latest Trends and Technologies for Boosting Call Center Performance Call centers remain the most important customer channel companies have; indeed, Forrester claims that 73% of consumers opt to call when they need service, and a study by Arizona State University finds that customers are 11 […]. Call Center Best Practices Speech Analytics

Using Interaction Analytics to Improve the Customer Journey (whitepaper)

DMG Consulting

Using Interaction Analytics to Improve the Customer Journey (whitepaper). Sharing speech and text findings with a customer journey analytics (CJA) solution is a great way to expand the benefits and contributions of Interaction Analytics. 4/21/2017. By Donna Fluss. Introduction. To continue reading, download the PDF by registering below: DOWNLOAD. Thank you for your interest in DMG Consulting’s publications.

Speech Analytics and AI Is a Winning Combination

DMG Consulting

Speech Analytics and AI Is a Winning Combination. Speech analytics is getting a new lease on life courtesy of artificial intelligence (AI), machine learning, and the digital transformation. Vendors in most IT sectors claim to provide AI-enabled solutions, and the speech analytics providers are no exception. As the pace of business has accelerated, the demand for real-time speech analytics has increased. The future of this process is analytics-enabled QM (AQM).

Work-from-Home Contact Center: See the Full Picture with Interaction Analytics

NICE inContact

Call Center Best Practices Contact Center Trends & Insights AnalyticsOver the past few weeks, most contact centers have transitioned some or all their agents to a work from-home environment—no easy task. First agents had to be set up with the tools and technology to be productive in their new setting. Once agents were home and safe, priorities shifted to keeping them engaged and productive.

5 revolutionary trends in CX for financial services and insurance

Talkdesk

Here are the major trends that emerged from our global research survey. . 84% of CX leaders are seeing an increase in demand for contact center customer data and analytics.

Compelling Conversations: Debt Recovery Collection Centers Find Value in Speech Analytics

Noble Systems

In recent years, many companies have turned to speech analytics to help maximize recovery and regulatory compliance. Prior to speech analytics, call center managers would randomly select a number of calls to monitor quality.

What is predictive analytics and how is it being used in contact centers?

DMG Consulting

Question: What is predictive analytics and how is it being used in contact centers? Answer: Predictive analytics is playing an increasingly vital role in contact centers.

Guest Blog: Left Brain, Right Brain: Aligning Internal Culture and Customer Analytics

ShepHyken

But customer analytics have more to tell you than scores alone. Customer analytics, used appropriately, can be the healing salve for a broken internal culture. By examining the trends, gaps, and other insights captured within the data, all employees, from upper management down to the individual customer service representatives, get a clear sense of the goals they are working toward as a team and what they can do to affect positive change.

Work-from-Home Contact Center: See the Full Picture with Interaction Analytics

NICE inContact

Call Center Best Practices Contact Center Trends & Insights AnalyticsOver the past few weeks, most contact centers have transitioned some or all their agents to a work from-home environment—no easy task. First agents had to be set up with the tools and technology to be productive in their new setting. Once agents were home and safe, priorities shifted to keeping them engaged and productive.

Customer Success in Healthcare Industry: Trends and Best Practices

SmartKarrot

Hence, a few trends and best practices are worth following for such companies. This is also relevant in the SaaS companies providing predictive analytics services in the pharma sector. Customer Success trends in Healthcare.