VocalCom

AUGUST 7, 2017

In addition, contact center metrics such as average handling time and first contact resolution provide data on how the customer experience is affected by service practices. Here are five ways big data can be used to improve the customer experience. Are agents well trained in using the CRM database?

Big data 48

Big data Customer Experience Average Handle Time Abandon rate 48

BlueOcean

DECEMBER 18, 2018

And you’re ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. Here’s the short list of the best questions to ask about AI in the contact center. Looking for more contact center RFP questions? We want to make it easy for you.

Contact Center 78

Contact Center Chatbots outsourcing Metrics 78

SharpenCX

NOVEMBER 18, 2020

Ask any contact center leader for data and you’ll likely end up with a hefty pile of metrics and analytics. Most companies can pull up copious documents, spreadsheets and reports with endless data and analytics. But too often, that data just sits there, gathering digital dust.

Contact Center 67

Contact Center Big data Coaching Metrics 67

Vistio

MAY 29, 2024

Advanced analytics, leveraging the power of AI and big data, have become crucial tools in understanding and enhancing customer interactions. Vistio harnesses this technology to not only decode customer needs but also to empower contact center agents, transforming them from novices to experts swiftly.

Analytics 52

Analytics Customer Experience Contact Center Big data 52

NobelBiz

DECEMBER 19, 2023

Discover tried-and-tested techniques to navigate challenging conversations in the customer service and contact center arena. According to Forbes, call center metrics are the data harvested from all the solutions used to operate a call center, such as call center management (CCM) and customer relationship management (CRM) platforms.

Call Center 105

Call Center Management Wait times Contact Center 105

ShepHyken

DECEMBER 12, 2016

(Boomtrain) Artificial Intelligence, machine learning, and big data analytics have been around for a while in the B2B world. My Comment: Personalization is becoming one of the best ways to deliver a better customer experience and artificial intelligence (AI) is playing a big role in helping companies deliver that better experience.

Customer Service 263

Customer Service Chatbots Metrics Contact Center 263

NobelBiz

AUGUST 3, 2021

What are the flaws in your contact center? After all, running a contact center without taking human, technological, and managerial facts into account in every operational element is comparable to driving a car without a dashboard. Is your client satisfaction decreasing? Team Management: how dedicated are your agents?

Contact Center 52

Contact Center Interactive Voice Response Coaching Construction 52

Beyond Philosophy

AUGUST 15, 2019

The Types of Data for Your Metrics. Peppers says there are two different types of data that feed your metrics: Voice of Customer (VOC) Data: Peppers calls these metrics interactive data, meaning your customer interacts with you through a poll. VOC Data Can Be Deceiving Where Numbers Are Not.

Metrics 312

Metrics Finance Surveys Consulting 312

ShepHyken

AUGUST 28, 2017

The Contact Center Playbook for Improving Customer Satisfaction [Whitepaper] by Nicolina Savelli. Fonolo) In this handy playbook, contact center leaders will learn the ins and outs of improving customer satisfaction, otherwise known as CSat. Ideas like understanding industry benchmarks and using feedback are for everyone.

Customer Service 201

Customer Service Contact Center Benchmark Big data 201

NobelBiz

APRIL 30, 2024

This evolution has been driven by advancements in machine learning, natural language processing, and big data analytics. Benefits of AI in Call Centers AI is transforming call center operations across various fronts.

Call Center 105

Call Center Chatbots Virtual Agent Contact Center 105

NobelBiz

APRIL 30, 2024

This evolution has been driven by advancements in machine learning, natural language processing, and big data analytics. Benefits of AI in Call Centers AI is transforming call center operations across various fronts.

Call Center 104

Call Center Chatbots Virtual Agent Contact Center 104

Taylor Reach Group

MAY 24, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. Big Data & Analytics for Retail Summit : June 6-7, Chicago, IL. In 2018 we’re introducing our new look as Customer Contact Week.

Contact Center 48

Contact Center Healthcare Best practices Call Center 48

SharpenCX

OCTOBER 7, 2022

I’ve seen some incredible contact center AI ideas, and have seen some fantastic results. We contact center software vendors have a duty to our customers. In other words, contact center vendors sometimes cut corners when it comes to big, expensive AI projects in order to show the “results” they were hoping to achieve.

Contact Center 67

Contact Center Contact center software Big data Engineering 67

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.

Big data 98

Big data Contact Center Analytics Metrics 98

Fonolo

FEBRUARY 15, 2018

The relationship between contact centers and their customers can be a volatile one. I’m sure your contact center can relate to both sides of the spectrum. Yesterday, Cupid drew his bow to embrace the love between contact centers and customers. Go beyond the standard call center metrics!

Call Center 75

Call Center Contact Center Big data Coaching 75

BlueOcean

JULY 12, 2018

Strategic Partnerships with Contact Centers. “ This is especially the case in the contact center, where your outsourcer handles critical interactions with your customer base. 5 Procurement Tips for Seeking an Outsourced Contact Center. Data Analytics in the Contact Center. “

Customer Care 74

Customer Care outsourcing Chatbots Contact Center 74

Aria Solutions

JUNE 8, 2017

Most contact centers use interaction data to justify or support contact center metrics, such as average call handle time, speed of answer, abandonment and even first call resolution. But when you think about it, doesn’t it make more sense to capture data at the event and interaction level?

Contact Center 48

Contact Center Big data First call resolution Metrics 48

Jon Arnold

MAY 16, 2018

I've been following Toronto-based Fonolo for years, and they continue to stay on the leading edge of contact center technology. This is a live broadcast, and to register, all the details are here.

Call Center 40

Call Center Metrics Contact Center Technology 40

Callminer

SEPTEMBER 14, 2020

They serve as a bridge between IT and other business functions, making data-driven recommendations that meet business requirements and improve processes while optimizing costs. Learn more about how speech analytics can benefit your call center operation by downloading our white paper, 10 Ways Speech Analytics Empowers the Entire Enterprise.

Call Center 182

Call Center Analytics First call resolution Metrics 182

Callminer

MARCH 9, 2020

“Companies have moved beyond simple ‘do we have enough people’ approaches that measure average handle time to become more concerned with customer satisfaction metrics such as net provider scores — taking into account the skill sets of organizations,’ said Roger Woolley, Verint’s vice president, Solutions Marketing.”

Best practices 182

Best practices Call Center Analytics Metrics 182

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

With evolving customer expectations and service complexities, contact centers are poised to deliver strategic value and profitability to organizations. Don’t send an annual survey to see if they’re satisfied with your products, contact center or delivery performance.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

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.

Contact Center 52

Contact Center Enterprise Call Center APIs 52

Avaya

MARCH 23, 2017

This next-generation CX is supported by several advanced technologies—big data analytics, omnichannel, automation—however, these investments are all aimed at driving one thing: contextualization. In today’s smart, digital world, companies must transform the traditional call center into an integrated, digital communications hub.

Big data 61

Big data Banking Contact Center Call Center 61

Customer Interactions

JULY 7, 2015

This week’s CX Buzz is all about metrics. Within the contact center, managers are increasingly tracking their employees’ performance. Similarly, when it comes to tracking customers, big data is both an opportunity and a threat. But are they measuring the right things?

Big data 28

Big data Contact Center Metrics Management 28

Vistio

OCTOBER 5, 2021

I mean, this is around the time of the millennium, when so many companies were moving off to India, whether it was contact centers or IT development. There was the Financial Times and other big business journals reviewed it well, and I just sort of had a moment where I thought, okay, I’m just going to become a writer.

Chatbots 52

Chatbots Contact Center Banking Technology 52

Natalie Petouhof

FEBRUARY 28, 2016

announced substantial enhancements to its Verint Workforce Optimization ™ software designed to help contact center, back-office and branch operations better manage the performance of employees and operations. Tweet Why is this announcement so important? Verint ® Systems Inc. What Does the Scorecard Include?

Gamification 45

Gamification Management Analytics Metrics 45

AWS Machine Learning

JULY 29, 2022

Customer satisfaction is a potent metric that directly influences the profitability of an organization. Establishing highly efficient contact centers requires significant automation, the ability to scale, and a mechanism of active learning through customer feedback. Virginia) and US West (Oregon) AWS Regions. yarn run start.

Contact Center 97

Contact Center Interactive Voice Response Self service Accountability 97

Voxjar

JUNE 8, 2021

The next two vendors will hopefully introduce you to a new approach to quality assurance in your call center, powered by artificial intelligence and big data. They have some cool out of the box metrics like their Tethr Effort Score and some great shortcuts for setting up new analytics categories. Orecx pricing.

Call Center 51

Call Center Analytics Enterprise Sales 51

Talkdesk

APRIL 21, 2017

Our panel of leaders from today’s top on-demand companies covers what makes their customers unique, how to handle all the new data and the difficulties of ensuring success for both service providers and customers. Turning Big Data Into Big Decisions. Speaker: Tomasz Tunguz (Redpoint Ventures).

Contact Center 40

Contact Center Customer centricity Construction Technology 40

Enghouse Interactive

JULY 10, 2018

Self-service tools have removed many simple requests from the contact center resulting in agents having to deal with a higher volume of complex requests. Partner Colorado Credit Union embarked on a search for a new contact center platform with several key criteria in mind. Don’t forget about human interactions.

Self service 40

Self service CRM Contact Center Analytics 40

NobelBiz

FEBRUARY 22, 2023

Contact center data plays a significant part in this growth, and the most successful firms make the most of this technology. Contact centers are auditing and monitoring daily every member of the team and even every encounter with a client. Metrics are then saved in your call center software’s database.

Analytics 52

Analytics Call Center Big data Contact Center 52

Dialer 360

MAY 14, 2019

Besides, call center cohesive and understand the role of offering thrive service. When your purpose is to transform your contact center. This is also applying to find from the customer centricity towards call centers. Likewise, call centers must strive with this critical metric. First-Call Resolution (FCR).

Customer centricity 24

Customer centricity Call Center First call resolution Scripts 24

Natalie Petouhof

DECEMBER 8, 2015

This enables the broader sharing of resources across the bank enterprise, whether they are in a contact center or another location. For example, for mortgage appointments, customers can schedule an appointment in their preferred branch but be connected with a mortgage representative in another location via video conference.

Banking 45

Banking Enterprise Wait times Contact Center 45

Calabrio

APRIL 25, 2017

One of the most confounding challenges for modern contact center leaders is reporting on any performance metric that requires information from more than one system or application, each of which is a self-contained silo of data. Traditionally contact centers have been dealing with two main data challenges.

Multichannel 56

Multichannel Contact Center Big data Metrics 56

Calabrio

APRIL 25, 2017

One of the most confounding challenges for modern contact center leaders is reporting on any performance metric that requires information from more than one system or application, each of which is a self-contained silo of data. Traditionally contact centers have been dealing with two main data challenges.

Multichannel 40

Multichannel Contact Center Big data Metrics 40

Calabrio

APRIL 25, 2017

One of the most confounding challenges for modern contact center leaders is reporting on any performance metric that requires information from more than one system or application, each of which is a self-contained silo of data. Traditionally contact centers have been dealing with two main data challenges.

Multichannel 40

Multichannel Contact Center Big data Metrics 40

TechSee

MARCH 7, 2019

The contact center industry continues to face extremely high agent turnover, with some outbound and telemarketing centers experiencing attrition rates as high as 27% annually. Contact centers are ready for change. Artificial Intelligence-powered contact center tools. Building a better VEA.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104