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Success Story: Using Data Analytics to Improve First Contact Resolution in Healthcare Contact Centers

The Northridge Group

The scope of these observations encompassed the actual call flow, associate call handling, and their use of systems, tools and job aids – all to understand the impediments front-line personnel face in performing their customer service responsibilities. The data was loaded, cleaned, transformed, and analyzed using SQL tables.

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New Product Releases for 2018

Spearline

But that’s not all… 2018 is going to be The Year of Data Analysis! Big data is here and we have plenty of it. We replicate call flows into your Inbound Contact Centre or Conference Hubs worldwide, every day, every hour, every minute.if

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In the midst of technological advancement in contact centers, it pays great dividends to remember people still matter

Robert Davis

Artificial intelligence (AI), chatbots, omnichannel, cloud, big data and speech analytics (just to name a few) are disrupting 25 years of traditional thought about customer service. Is the supervisor, who was handling calls yesterday as an associate, getting the right training to effectively lead a team?

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Call Centers Go Mobile to Satisfy Higher Customer Service Expectations

CSM Magazine

Designing mobile hooks, leveraging new APIs to enhance the existing call flow and creating omni-channel content delivery is outside the scope of most call center operations. The challenge for many providers is executing on this vision.

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Cloud-Based Customer Service and Customer Experience: Verint’s Acquisition of Contact Solutions

Natalie Petouhof

Backed by a robust set of analytics, Contact Solutions’ personalization engine analyzes and adapts call flow and the pace of interactions based on caller behavior.

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How Call Center Automation Stats Help You To Stay On Top?

Dialer 360

Huge Data Analytics. With today trend towards a big data analytics is also helping thing to automate. Utilize the complex data sets from different sources. As well call center automation software help in improving the call center productivity. This is along with creation of complex call flows.

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What are Virtual Phone Numbers? (How Do They Work?)

JustCall

Businesses are rapidly adopting big data, and artificial intelligence, particularly in response to the pandemic’s pressures. Your field sales agents can make secure calls to customers from your CRM application, which is then routed through the virtual number. Call flows can be set up based on your business needs.