Big data Contact Center Customer Experience White Paper 
Natalie Petouhof
AUGUST 15, 2022
“Listening” to customers and employees today can be complex. It involves capturing not just what people tell us, but also how they’re interacting with our customer experience channels and how they feel doing this. And it’s a critical step toward showing empathy in customer experiences.
Jon Arnold
JULY 12, 2023
As with last time, I’m paired with Lauren Maschio, and we’ll be drawing from a recent white paper I wrote for them around the role AI is playing now to drive customer experience, aka CX. Am back for another NICE Talks webinar, next Thursday, July 20 at 11am ET.
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Fonolo
FEBRUARY 15, 2018
The relationship between contact centers and their customers can be a volatile one. Sometimes the experience is just not up to par, other times customers are ranting and raving about how happy they are. I’m sure your contact center can relate to both sides of the spectrum. 1) Rethink Your Channels.
VocalCom
JULY 2, 2020
The necessary acceleration of contact centers’ digitalization will bring to the fore the crucial value of the human touch. Digitalization is quickly sweeping through contact centers. However, this does not mean that agents will totally disappear from contact centers. To find out more: www.vocalcom.com.
Jon Arnold
OCTOBER 16, 2020
Next Tuesday, I’ll be speaking on a webinar about the “data deluge” that contact centers need to manage, especially for improving the all-important CX – customer experience. Clearly CX involves many moving parts, and it’s not hard to see why contact centers are getting overwhelmed with this data deluge.
Callminer
SEPTEMBER 14, 2020
For instance, to improve key call center metrics such as first call resolution , business analysts may recommend implementing speech analytics solutions to improve agent performance management. A business analyst can help call center operations in a number of ways, including…”. Customer Experience. Michael Sena.
Xaqt
FEBRUARY 6, 2020
In it, we paint the picture of a utopian contact center in which systems are fully integrated and intelligently automated. At the time, Latigent was the leading Business Intelligence provider for call centers, and we were focused on leveraging emerging technology to move that value proposition forward.
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