Connect
APRIL 18, 2024
In contact centres, the technology holds the potential to turn clunky chatbots into super-agents that deliver exceptional customer experiences 24×7, boost agent productivity, and drive business success by managing frontline engagement, offloading basic tasks from agents to boost contact centre capacity and first contact resolution (FCR) rates.
NICE inContact
JUNE 9, 2016
This is a story about finding the hidden gems in your customer interaction data. And the good news is you don’t need “Big Data” to find them. Every customer interaction has value from an intelligence perspective. There is so much value in “small” quality management data.
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DMG Consulting
APRIL 16, 2019
Social media depends heavily on real-time responses; omnichannel service requires companies to respond to a variety of media, such as chat, SMS, and video, in real time; and globalization has opened the door to worldwide resources and requires immediate responses for customers worldwide. of capturing feedback from customers.
Verint
JUNE 6, 2017
Attendees hosted sessions and exchanged best practices on topics including voice of the customer, desktop and process analytics, automation/robotics, employee engagement, quality management, back-office and branch operations, compliance recording and workforce management.
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A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.
NobelBiz
AUGUST 3, 2021
Today, speech analytics is the product of huge investment to thoroughly analyze vast quantities of conversations and find crucial information that leads to a better understanding of the customer’s words, intentions, and behavior. These systems may also identify and analyze customer emotions during a call.
Enghouse Interactive
JULY 10, 2018
The resulting confusion was clearly detrimental to customer experience and unnecessarily consumed time and other Partner Colorado resources. You can also use this data to increase revenue, reduce, and improve the member experience. CX drives three types of customer loyalty: retention, enrichment, and advocacy.
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