Calabrio

NOVEMBER 25, 2020

These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center. We’ve entered an era where simply keeping abreast with the latest contact center tech advances is not enough. Technology Fuels Contact Center Transformation.

Contact Center 122

Contact Center Self service Analytics Banking 122

NobelBiz

MARCH 29, 2022

It is becoming increasingly prevalent and noticeable due to digital communication platforms that encourage multichannel interactions between customers and contact centers. In the contact center sector, customer engagement is one of the strategic objectives of many companies today. Here are 9 simple methods to get started!

Contact Center 52

Contact Center Cloud contact contact center solutions Brand ambassadors 52

Balto

JUNE 20, 2023

And if you’re still relying on a traditional contact center model with long wait times, scripted interactions, and frustrated customers, your business is destined to lose a lot of customers, and concurrently, money. Modern contact centers can use conversational AI to meet customer demands. What is Conversational AI ?

Contact Center 52

Contact Center Chatbots Complaint resolution Wait times 52

NobelBiz

FEBRUARY 22, 2023

The data collected, measured, and analyzed for contact centers is an absolute gold mine. In other words, the link between data and customer experience can become a virtuous circle. This article focuses on the crucial role of customer data analytics in contact center performance and customer experience.

Analytics 52

Analytics Contact Center Call Center call center workforce 52

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. Or do they quietly leave?

Contact Center 67

Contact Center Big data Coaching Metrics 67

Outsource Consultants

MARCH 14, 2018

Do customer surveys matter? In a recent article , Martin Powton discusses ten reasons why conversational surveys are not redundant and can still provide value to companies and customers. The following are a few of his reasons: Big data and social analytics are usually lagging indicators. Need Customer Surveys?

Call Center 52

Call Center Surveys Telemarketing outsourcing 52

NobelBiz

DECEMBER 19, 2023

Discover tried-and-tested techniques to navigate challenging conversations in the customer service and contact center arena. These data can be organized and analyzed to help better understand what’s happening in the call center . All enabled by NobelBiz leading contact center technology.

Call Center 105

Call Center Management Wait times Contact Center 105

Outsource Consultants

JUNE 19, 2018

According to an article by Maria Marinina , the data within digital channels can be just as valuable as data from traditional methods such as research, surveys, and CRM systems. No matter where you get your data from, the most important thing is that you’re using the data to enrich your customers.

Contact Center 52

Contact Center Metrics outsourcing Abandon rate 52

Taylor Reach Group

MAY 30, 2017

It seems there is no shortage of experts and pundits weighing in on what they see as the trends that will impact the Call Center/ Contact Center industry. In this post, I want to focus on trends that are already starting to ‘bite’ in Call and Contact Centers. . . .

Contact Center 71

Contact Center Interactive Voice Response Journey mapping Banking 71

Calabrio

NOVEMBER 25, 2020

These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center. We’ve entered an era where simply keeping abreast with the latest contact center tech advances is not enough. Technology Fuels Contact Center Transformation.

Contact Center 52

Contact Center Self service Analytics Banking 52

DMG Consulting

APRIL 16, 2019

Workforce Optimization Ushers in the Real-Time Contact Center. It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. By Donna Fluss. who interact with them.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Beyond Philosophy

AUGUST 15, 2019

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. Some examples are Net Promoter Score ® (NPS) or Customer Satisfaction surveys.

Metrics 312

Metrics Finance Surveys Consulting 312

DMG Consulting

MAY 26, 2020

The greatest areas of investment in service organizations and contact centers are in AI, robotic process automation (RPA), big data and digital-oriented applications, all of which are delivered via the cloud. The idea is to make systems interoperable through easy-to-use application programming interfaces (APIs).

Analytics 96

Analytics Contact Center APIs Consulting 96

Aspect

NOVEMBER 7, 2018

Digital technologies like AI, IoT, and big-data analytics have been creeping into the customer experience for some time now but only recently have businesses really started to take serious notice. A smartphone user survey by App Annie last year they found that the average U.S. But what is fact and what is fiction?

Big data 101

Big data Analytics Technology Contact Center 101

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.

Contact Center 62

Contact Center Self service Chatbots Virtual Agent 62

Natalie Petouhof

AUGUST 15, 2022

The authors describe how Systems of Listening should include capabilities for monitoring and tracking customer event data, such as “when a customer navigates a website, pushes an IVR button or receives input from IoT (internet of things) devices.” Similarly, employee surveys can gather some actionable feedback.

Customer Experience 52

Customer Experience Analytics Big data Surveys 52

TechSee

OCTOBER 9, 2018

According to a survey by Desk.com , 25% of millennials expect to get a response within 10 minutes after reaching out for customer service via social media. According to a Techsmith survey , Millennials are twice as likely to choose visual communication methods, such as screenshots, screencasts, or videos, compared with Baby Boomers.

Customer Service 359

Customer Service Self service Virtual Agent Chatbots 359

VocalCom

MARCH 11, 2019

When companies use big data to analyze their customers’ habits and preferences, it’s often the structured, quantitative kind that is considered. Customer sales data and contact center KPIs such as the Net Promoter Score may provide valuable information, but such numbers reveal little about your customers’ feelings and expectations.

Contact center software 48

Contact center software Big data Contact Center Customer centricity 48

Connect

APRIL 18, 2024

Amid this hype, Chief Technology Officers (CTOs) feel pressure to invest in Gen AI in some form, with a BCG survey of over 1,400+ C-suite executives revealing that 89% rank AI and Gen AI as a top-three tech priority for 2024. However, Gen AI is not a plug-and-play solution.

Virtual Agent 88

Virtual Agent Chatbots Average Handle Time Engineering 88

NICE inContact

JUNE 9, 2016

And the good news is you don’t need “Big Data” to find them. There is so much value in “small” quality management data. More contact centers should be incorporating agent behavior insights to refine and improve their training models. What attributes and factors make a great contact center employee?

Big data 48

Big data Analytics Contact Center Surveys 48

DMG Consulting

MARCH 9, 2020

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Contact center WFO suites have been steadily enhanced and expanded over the past decade, transforming into analytics suites. When: Today, 18 February 2020.

Consulting 48

Consulting Consulting Marketing Contact Center 48

Spearline

SEPTEMBER 10, 2019

At Spearline , many of our customers are contact centers all around the world, used for customer service, sales, and product information. We thought we’d take a look at some of the current trends in the contact center industry and predict where things may be headed. Teleworking.

Telecommunications 53

Telecommunications Contact Center Big data Analytics 53

VocalCom

JULY 30, 2018

In our modern era of big data and artificial intelligence, it may seem that technology holds the key to determining the best ways to engage customers. Traditional surveys should also include free response sections that invite the customer to provide additional comments.

Journey mapping 48

Journey mapping Contact center software Surveys Feedback 48

DMG Consulting

MARCH 1, 2019

Companies will use Big Data analytics to anticipate what their customers want and will be able to adapt on the fly based on changing or unanticipated circumstances and customer responses, as determined by machine learning and artificial intelligence (AI).

Biotechnology 59

Biotechnology Government Big data Technology 59

Callminer

SEPTEMBER 14, 2020

The organizations that utilize call center software have often purchased an application that was built by technologists who had no appreciation of the customer who would be calling in. Customer retention is vital, and poor call centers do not retain customers. This data covers the following main aspects: Ease of use.

Call Center 182

Call Center Analytics First call resolution Metrics 182

TechSee

APRIL 3, 2018

While people and processes continue to play an essential role in reducing customer churn , the technological advancement associated with AI, Big Data analytics, visualization, voice analytics, and other advanced technologies that improve the customer experience offer a critical boost to the human factor.

Customer retention 141

Customer retention Technology Analytics Technical Support 141

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

Spearline

JULY 13, 2021

At Spearline, many of our customers have contact centers situated worldwide, used for customer service, sales, and product information. Therefore, one of the purposes of the Spearline blog is to educate our readers and update them with the latest and most relevant pieces of information, including trends in the contact center industry.

Contact Center 98

Contact Center Telecommunications Analytics Surveys 98

Callminer

JULY 15, 2019

We are mirroring these events broadcast in US and UK friendly time zones, like a 3-day long concert, with themes each day highlighting: Tuesday, July 23rd Agent Performance and Contact Center Efficiency. Tuesday, July 23rd Agent Performance and Contact Center Efficiency. Thursday, July 25th Customer Experience.

Telecommunications 28

Telecommunications Contact Center Analytics Employee engagement 28

Voxjar

JUNE 8, 2021

Their platform includes a learning management system and allows you to survey your agents to measure their satisfaction. 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. Orecx pricing.

Call Center 51

Call Center Analytics Enterprise Sales 51

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.

Gamification 45

Gamification Management Analytics Metrics 45

Dialer 360

SEPTEMBER 27, 2018

Contact center reps are often denying, breaks chastised for not call under time limit. Usually, all contact center is the nightmare. Else, the last two factor is intertwined explicitly in a contact center job. Data Mining. AI Upsets the Call Center Employee. So, the customer needs extra help.

Call Center 20

Call Center Contact Center Construction Finance 20

Call Center Pros

SEPTEMBER 10, 2018

Today, with big data and artificial intelligence, one might think that technology is the key to reaching the customers. Similarly, surveys provide valuable insights into your customers’ experiences with your brand. . In conclusion….

Feedback 60

Feedback Big data Sales Surveys 60

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. The customer’s perspective and communication across the call center are viewing.

Customer centricity 24

Customer centricity Call Center First call resolution Scripts 24

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

Natalie Petouhof

MAY 10, 2016

Salesforce conducted a recent survey report , reporting that the majority of high-performing marketing teams (58 percent) are driving customer experience initiatives across the business, compared to 8 percent of under-performers. I caution brands that do not heed this vision to not be surprised if they loose their market base.

Marketing 40

Marketing Sales Customer Service Customer Experience 40

Contact Center Pipeline

APRIL 14, 2015

Proper questioning and inquisition has become a lost art in modern society. For many, it has gone beyond being a lost art in society to becoming financial ruin in the marketplace. Asking the right questions is, in many ways, priceless. My overly curious eleven-year old asks a lot of questions. Her never unending barrage of […].

Big data 100

Big data Surveys Feedback Contact Center 100