Trends in Workforce Management and Integrated Analytics

The Northridge Group

At the same time, the advanced data analytics that are now available to forecasters allow them to better predict call drivers, the events that trigger calls. As a result, the following trends in Workforce Management (WFM) have emerged: Workforce Management

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.

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. technology trends

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.

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

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. analytics to inform change but admit to. of executives agreed that data and analytics. trends.

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.

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.

Enterprise Uses of Speech Analytics (whitepaper)

DMG

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?

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

Callminer

The post Top Call Center Conferences 2017: 49 Must-Attend Events to Learn the Latest Trends and Technologies for Boosting Call Center Performance appeared first on CallMiner. Call Center Best Practices Speech Analytics

Latest Customer Service Trends to Watch For

CrazyCall

The new emerging customer service trends can drive the business to success. These trends are being introduced repeatedly, which are helpful in performing the business functions uninterruptedly as per the market needs.

Contact Centre #Trending

Spearline

The most refreshing, but also most frustrating aspect about trends, is that they come and go so fast, that by the time you begin to get used to it, it’s outdated or evolved into something new.

Speech Analytics and AI Is a Winning Combination

DMG

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).

6 Digital Experience Mission-Critical Trends

ClearAction

6 Digital Experience Mission-Critical Trends Lynn Hunsaker. Their expectations are propelling mission-critical trends defining organizations’ success. “We’ve Digital Experience Mission-Critical Trends.

Top trends for the contact center in 2019 – part 1, the human touch

Noble Systems

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. In Part 1 of this blog we will discuss the “Human” category trends.

Using Interaction Analytics to Improve the Customer Journey (whitepaper)

DMG

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: Changing the Game for Contact Center Technology

NICE inContact

Speech Analytics allows customer support organizations to analyze audio of customer interactions for mentions of keywords or phrases, call themes, as well as the sentiment and emotions of callers. One reason for the struggle with Speech Analytics is a lack of in-house analytical talent.

7 Top Trends from 2018 Smarter Services Symposium

Up Your Service

Topics included disruptive technology, uberization of the workforce, data analytics, supply chains, employee culture, customer experience, and much more. Here are some of 10 of the top trends we take away from this positive and powerful annual event. But the trend is unmistakable.

The Advantages of Analytics-Enabled Quality Management

DMG

The Advantages of Analytics-Enabled Quality Management. Analytics-enabled QM (AQM) is the future for QM, and can solve many of these issues. DMG defines AQM as “an application that leverages interaction analytics, business rules and automation to identify, classify and score as much as 100% of voice and text-based interactions based on defined quality criteria.” AQM is an application provided by speech analytics vendors.

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. The post Guest Blog: Left Brain, Right Brain: Aligning Internal Culture and Customer Analytics appeared first on Shep Hyken.

Top trends for the contact center in 2019 – part 1, the human touch

Noble Systems

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. In Part 1 of this blog we will discuss the “Human” category trends.

Sneak Peek: 2019 Customer Experience Trends

VHT

As companies try to close that gap in 2019, we’ll see trends toward end-to-end convenience, innovative perspectives and increased security. Omni-channel service is already trending, but few companies have truly delivered on it, and it’ll become even more important in 2019.

2019 Contact Center Trends: Is Your Business Ready?

Monet Software

Trends are tricky things. You’d be surprised how many websites promote a “hot new trend” that coincidentally requires the product they hope you’ll buy. Analytics (Yes, again!). Analytics software is not new but its still a growing interest at contact centers.

Curious How Analytics Can Impact Your Quality Management?

NICE inContact

Have you noticed all the hype around using analytics in quality management, but haven’t utilized it in your organization? If you have a quality program in place and you’re still not getting the results you desire, using analytics can lead to valuable insights that make your quality program more precise and efficient—and that’s just the beginning. Will analytics really help your quality management program? Want to know what analytics looks like in a quality management process?

How VOC Analytics Improves Contact Center Performance

CX Accelerator

Contact centers are big on analytics. This form of answering is a simple and convenient way to collect data and look for trends. Either way, correlations can be searched for between trend lines, and you can determine which internal KPIs and QM targets have a positive effect on VOC.

Back to Basics: Contact Center Trending Technology 101

Upstream Works

Contextual Data, Integrations & Analytics. Finally, with the right contact center platform, reporting can leverage data from integrated sources and tell a more complete story of customer journeys, behaviors and trends.

Using Quality Management Analytics to Elevate the Customer Experience (CX)

NICE inContact

Well, now you don’t need all the time and resources in the world, you just need Quality Management Analytics. Quality Management Analytics empowers you to create quality plans across all the different channels you offer — voice, email, chat, text, etc. You can automatically route interactions for evaluation based on specific criteria and sophisticated analytics engines. Many companies underestimate just how much the customer experience on digital channels matter.

Using Quality Management Analytics to Elevate the Customer Experience (CX)

NICE inContact

Well, now you don’t need all the time and resources in the world, you just need Quality Management Analytics. Quality Management Analytics empowers you to create quality plans across all the different channels you offer — voice, email, chat, text, etc. You can automatically route interactions for evaluation based on specific criteria and sophisticated analytics engines. Many companies underestimate just how much the customer experience on digital channels matter.

Scouting Report: Speech Analytics Enters Its Next Act — Maturity

DMG

Scouting Report: Speech Analytics Enters Its Next Act — Maturity. The speech analytics market continues on its remarkable journey as it matures, enters middle age, and confronts a variety of new challenges. The primary issues are these: Speech analytics is not yet considered a “must-have” application; analytics-enabled quality assurance (AQA) has not caught on; real-time speech analytics has a limited number of use cases; and text analytics continues to struggle to be noticed.

Digital Marketing & Web Analytics: Where to Advertise?

CallSource Insights

Digital Marketing and Web Analytics. To implement an effective digital strategy, you need to track your digital marketing and web analytics. Web Analytics. Web analytics involves the process of the collection, measurement, and analysis of user activity on a website to understand and help achieve the intended objective of the website. Web analytics works alongside digital marketing. A lot of web analytics depend on digital marketing.

3 Customer Experience Trends to Watch Out For in 2019

Kayako

So, if you’re just thinking of starting 2019 by applying a customer experience strategy to your business – here are some key trends you might want to keep an eye out for to help you get started. Predictive analytics and insights.

Contact Center Technology Trends for 2019

VHT

Here are just some of the technology trends that will shape the very near future. Trend 1: Increased Urgency for Digital Transformation. Trend 2: Greater Integration of Artificial Intelligence. Trend 3: Ongoing Improvements in Analytics.

I feel the need, the need for speech (analytics)

Aspect

Expensive, unwieldy, on-premises call recording and speech analytics software has in the past offered some solutions for specific needs which still benefit organisations today, such as word spotting, evaluation of customer sentiment and compliance.

7 Digital Transformation Trends to Watch While You Digitize Your Business

Jive

During the past few years, digital transformation trends have gone mainstream. Digital transformation trends to consider. That’s why we’ve narrowed down the technology trends that everyone’s discussing these days. #1. Your competition is going digital. Are you?

Lesson #4: Text Analytics Is More Than A VoC Feature; It's An Absolute Must-Have

PeopleMetrics

Enter text analytics. Machines (Text Analytics). All sophisticated VoC software platforms will have a text analytics module available. Let’s dig into the value that text analytics provides. Text analytics represents the present and future.

Retail Trends We're Watching ?? In 2018

Branch Mesenger

Here are some of the other trends that we think will help shape the future of retail, and how we buy goods, hire employees, and stay productive in the workplace. If there’s an important trend that we missed, share your story ideas and predictions in the comments below. Trend #1: ??

5 Customer Service Tech Trends to Explore at MWC 2018

TechSee

We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. Companies can then use AI-driven predictive analytics tools to determine customer patterns or trends in order to better target their marketing offers, and enhance their relationship with customers.

Customer Service Trends To Watch In 2019

Branch Mesenger

Here’s six trends in customer service that will be influencing business in 2019: Consumers Will Tap New Channels For Help. In 2019, there’s going to be changes to the trends in the software that we use to help make business run more smoothly and efficiently.

AI, Automation and Analytics Drive Vast Improvements in Contact Centers

DMG

AI, Automation and Analytics Drive Vast Improvements in Contact Centers. Interaction analytics, comprised of speech and text analytics, allows organizations to listen to customers and prospects across voice and digital channels to obtain a comprehensive understanding of their experience. Internally, interaction analytics allows a company to monitor service quality from the customer’s perspective. Analytics will Continue to be a Differentiator.

How to Use Analytics to Create Successful Email Marketing Campaigns

LiveChat

Using data and email analytics , you can stay at the top of your email marketing game. Using Analytics For Email Marketing Many business owners and marketers get anxious when you mention email analytics. Use Predictive Analytics to Send Targeted Emails at Strategic Moments.

The Top 5 Contact Center Trends for 2019

Etech GS

Here are five trends to consider employing to elevate the level of service offered by your business in 2019. . The post The Top 5 Contact Center Trends for 2019 appeared first on Etech Global Services.