The Secret Sauce for Increasing Customer Happiness [White Paper]

Fonolo

By building key metrics and analytics around each step of the customer journey, and aligning them with a set of expectations, we can better understand the customer experience. If you run a call center, change is familiar. The functionality and technology is more advanced than ever before.

Insight-Driven Marketing – The Intention/Reality Gap

Peter Lavers

In my role as a SAS collaborator and recognised influencer , I was recently sent the white paper “ Darkness of Digital Shadows ” and supporting infographic. The SAS Darkness of Digital Shadows reports can be accessed here: White Paper: [link].

AI-Driven Business Insights From Every Conversation With 8x8 Speech Analytics

8x8

For example, artificial-intelligence infused speech analytics and quality management can add value for every department in your company. Speech Analytics Benefits Outside the Contact Center. ” Movement Mortgage & Speech Analytics.

Slaying Algorithmic Aversion: If Co-Workers Resist Your Algorithms, How Will You Improve Customer Experience?

Centriam Customer Experience Lab

Centriam’s Data Science team recently authored a new white paper on the massive opportunities for modern machine learning algorithms to improve customer experience. Customer Experience Analytics Machine Learning

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

topic in C-suites, AI for customer engagement is white hot. That being said, the paper is not a primer on AI nor does it get into defining what it. engagement hub which consolidates omnichannel interactions, knowledge, AI, analytics, and administration into one platform.

5 ways speech analytics can plug your customer service intelligence gap

NewVoiceMedia

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.

Not Just CTI, Digital Transformation

InGenius

We're pleased to share a new white paper written by McGee-Smith Analytics that tackles the subject of digital transformation for the contact center industry. The white paper highlights: The road to digital transformation in a contact center.

Why You Shouldn’t Hire Siri and Alexa in Your Contact Center

Call Center Coach

You can also learn more in the webinar 3 Common Questions Contact Centers Should NEVER ask about Speech Analytics. We have a lot of information videos and, white papers that explained what we’ve done for our customers.

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

Noble Systems

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.

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

Noble Systems

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.

Contact Center Customer Experience Best Practices

Callminer

As your customers demand to address less complex issues with self-service , for example, you should adopt self-service analytics using business intelligence to analyze self-service interactions via interactive voice response (IVR), self-service websites, and chatbots.

How content marketing helps you support customers, not just win them

Kayako

Use Google Analytics to find your best-performing content. Next, Content Analytics by SumoMe will tell you exactly which posts readers liked as well as the place where they stopped reading. White papers. A guest post by Walter Chen – Founder & CEO of iDoneThis.

Avaya IX Workforce Engagement – Transforming Employee Productivity and Customer Experience

Avaya

Speech Analytics – Transcribe and analyze 100 percent of recorded calls to help surface valuable intelligence. Desktop and Process Analytics – Gain visibility into how employees use different systems, applications, and processes to perform work.

What was the best customer service and contact center content from 2018?

Liveops

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.

Best Practices for Building a Modern Contact Center

NICE inContact

Sheila McGee Smith, the founder and principal analyst at McGee-Smith Analytics, a leading customer experience industry analyst and strategic consultant, has developed a decision framework to help contact center leaders navigate this process with confidence.

What was the best customer service and contact center content from 2018?

Liveops

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.

Employee Ambassadorship: CX Focus Built On Neither Employee Satisfaction Nor Employee Engagement

Beyond Philosophy

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. Michael Lowenstein, Ph.D.,

Video Snack-Pack: Contact Center and Customer Service Leaders

Fonolo

We share a lot of diverse content, including lists of industry reports , links to discussion groups , and our own white papers. Enterprise Connect included a panel featuring: Sheila McGee-Smith, President and Principal Analyst, McGee-Smith Analytics.

Computer Vision in the Call Center – The New CX Frontier

TechSee

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. With structured data analysis, predictive analytics can now be performed by extracting information from mass amounts of data and using it to predict trends and future behavior patterns, such as customer churn.

5 Intriguing Call Center Acquisitions from the First Half of 2018

Fonolo

It’s interesting that three of the five deals below are related to “analytics” or “intelligence” of customer behavior. In February, it acquired Altocloud which provides a cloud-based customer journey analytics package. White Paper: The Secret Sauce for Increasing Customer Happiness.

4 Insightful Contact Center Reports You Should Be Reading

Fonolo

They commissioned Zogby Analytics to ask questions about the modern customer experience to two distinct groups: consumers and business decision makers (BDMs). Our favorite chart: White Paper: 9 Critical Contact Center Trends for 2018.

Why focusing on CX is key at times of change

Eptica

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.

Five Ways to Improve Contact Center Performance – What Every Customer Wishes You Knew

NICE inContact

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 ”. Too often, efforts to improve contact center performance are based business goals like increasing labor efficiency, or lower operating cost.

4 Insightful Contact Reports You Should Be Reading

Fonolo

They commissioned Zogby Analytics to ask questions about the modern customer experience to two distinct groups: consumers and business decision makers (BDMs). Our favorite chart: White Paper: 9 Critical Contact Center Trends for 2018.

Chatbot Secret Sauce: Seamless Escalation to a Human

InGenius

Sheila McGee-Smith, the founder and principal analyst at McGee-Smith Analytics , is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research and sales strategies for communications solutions and services. McGee-Smith Analytics works with companies ranging in size from the Fortune 100 to start-ups, examining the competitive environment for communications products and services.

What is PCI Compliance Call Recording & Transcription: Definition, Expert Tips & Best Practices

Callminer

By removing all sensitive data without sacrificing the context of conversations, companies can get the full benefits of customer engagement and speech analytics solutions to boost customer service and agent performance while simultaneously maintaining compliance. PCI compliance call recording & transcription refers to the requirements set in the Payment Card Industry Data Security Standard (PCI DSS).

What is Prospecting? 6 Sales Prospecting Methods You Can Easily Use to Get More Customers

CrazyCall

Sales prospecting requires strong research and analytical skills. According to the white paper by Rain Groups , the following has been revealed. You’re are working hard, trying to build the best product. Your developers, marketers, and business people are doing their best to make the company thrive. Yet, there is no sign of new customers willing to give your company a try….

Sales 78

The Iceberg Theory of Help Content

Mindtouch

Once you’ve mastered this process, though, you can use things like content analytics to better understand user behavior and article traffic. When we think of the B2B “content” that provides value to our customers, we think of things like blogs ( ahem ), white papers, and customer stories. Your help content is one of the most valuable things you have to offer your customers.

Tell-Tale Signs You Need to Upgrade Your IVR

Fonolo

An upgraded IVR will provide visibility and analytics so you can see where your containment is suffering. For example, machine learning capabilities allow you to predict why a customer is calling, and analytic capabilities let you identify telephony-based fraud. “IVR.”. Shudder*.

3 key customer service trends for 2018

NewVoiceMedia

For example, using AI in conjunction with a speech analytics solution allows service managers to easily access the once abstract insights captured during contact center conversations. Also, be sure to check out our latest white paper, 3 Key Customer Service Trends for 2018 , the definitive guide for how to win at CX this year. Three years ago, Gartner predicted that more than half of businesses would implement significant changes to improve customer experience by 2018.

Four fast ways to reach new customers in the automotive industry

Infinity

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. Analytics and call tracking are great ways to distinguish which campaigns and strategies have and are generating the most responses. 2) Driving Digital: The Digital Forecast White Paper , Mediaworks, (August, 2017).

Google Launches Contact Center AI

Fonolo

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). White Paper: The Secret Sauce for Increasing Customer Happiness.

Why CRM is Essential for Effective Contact Centre Engagement

CSM Magazine

Voice analytics. Both the core customer record and management reports can be tweaked to suit most data capture and analytical goals. Some even allow automated capture of voice interactions into the customer record as ‘raw’ material for voice of the customer analytics.

CRM 52

A Closer Look at MiFID II Recording Requirements

Avaya

Voice analytics : Proactively identify, measure and isolate areas of non-compliance by mining intelligence from large volumes of recorded calls.

The Dawn of WFO 2.0

HireIQ

This customary mix of technologies included workforce management, quality monitoring, agent performance analytics and some level of e-learning. click here for our white paper. appeared first on Predictive Analytics for Increased Talent Performance. The face of customer experience center workforce optimization (WFO) is changing.

Announcing the General Availability of NiceVision Net 2.5

Customer Interactions

features a new Perimeter Intrusion Detection Solution (PIDS) that combines a 4th generation video analytics intrusion detection algorithm with Automatic PTZ Tracking. product suite brochure White paper: Is Your Video Surveillance System Meeting the TCO Challenge? Perimeter Intrusion Detection Solution (raw video - live PIDs analysis) Blog: NICE takes openness, low TCO, analytics to new heights in NiceVision Net 2.5

Avaya and Verint: Two Market Leaders, One Incredible CX Strategy

Avaya

Speech and Text Analytics: Analyze what’s happening in customer conversations—be it voice- or text-based—to uncover where agents are struggling with things like limitations in applications, procedures, policies or anything else that prevents them from being the best they can be.

Choosing My Solution: A Customer Engagement Software Checklist

Comm100

Will the vendor provide a robust knowledge base for self-education and training, including blog posts, white papers, eBooks, and multimedia content? Does the social media software vendor provide analytics that measure the effectiveness of a campaign?

CRM 58

How to prepare a landing page that’s too good to pass on

LiveChat

You can measure that kind of data in Google Analytics by checking how many clicks a particular call to action got. Creating landing pages is the cornerstone of any inbound marketing strategy. As an online marketer, you need a way to convince the people who came to your website to do something.