Enghouse Interactive

FEBRUARY 9, 2021

Trends and Realities of Successful Organizations (Blog Series). Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes . Blog #3 of 4: Customer-facing agents. Back office support. Subject matter experts. Accessible NOW! planned, 46.5%

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

Lumoa

JANUARY 24, 2024

If you have, you must know how exhausting it can be to get help with the simplest of requests. After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback!

Analytics 83

Analytics Feedback Metrics Surveys 83

Lumoa

AUGUST 8, 2023

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. Customers are an integral part of any business’s success. This feedback helps inform how they operate going forward.

Surveys 83

Surveys Feedback Banking Best practices 83

Beyond Philosophy

AUGUST 15, 2019

This oft-quoted line from Peter Drucker is more pertinent today than ever concerning Customer Experience strategy. Every marketer should measure their performance in Customer Experience to understand what drives value for customers. . We discussed measuring Customer Experience correctly in a recent podcast.

Metrics 312

Metrics Finance Surveys Consulting 312

NobelBiz

APRIL 30, 2024

AI-based call centers are revolutionizing how businesses interact with their customers. The customer service you provide will either make or break your brand. From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness.

Call Center 105

Call Center Chatbots Virtual Agent Contact Center 105

NobelBiz

APRIL 30, 2024

AI-based call centers are revolutionizing how businesses interact with their customers. The customer service you provide will either make or break your brand. From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness.

Call Center 104

Call Center Chatbots Virtual Agent Contact Center 104

3CLogic

JANUARY 24, 2024

When a customer contacts your business, what’s their first impression? With the American Customer Satisfaction Index making its largest decline in 28 years in 2022 — falling from 77 in 2018 to 73.1 in 2022 — dissatisfaction and frequent complaints from customers are rising. Or is the opposite true?

Contact Center 64

Contact Center Virtual Agent Self service CRM 64

Enghouse Interactive

OCTOBER 19, 2020

AI Makes It Possible (Blog Series). Constant Learning Improves AI Recommendations. Blog #3 of 4 With context, AI seeks to improve more quickly than ever. It’s all in the approach and how the data is analyzed. This is foundational to understanding causality. Aggregating. Analyzing all feedback via AI.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

Enghouse Interactive

FEBRUARY 18, 2021

Trends and Realities of Successful Organizations (Blog Series). Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes. Here’s how to do the right thing, right now. Blog #4 of 4: Key Findings and Where to Focus Your Optimization Efforts .

Contact Center 56

Contact Center Analytics Self service Finance 56

Lumoa

FEBRUARY 7, 2023

Nowhere is this more true than with customer relationships. Without listening to the voice of your customer, you’ll be like a ship without a rudder or a compass…lost and drifting without direction. Customers don’t always take the time to express their feelings. In This Article: What is the Voice of the Customer (VoC)?

Customer centricity 169

Customer centricity Feedback Surveys Metrics 169

Anexa BPO

FEBRUARY 14, 2023

In today’s highly competitive business environment, companies that prioritize customer experience (CX) have a significant advantage over those that don’t. The happier and more satisfied your customers are, the more likely they are to stay loyal to your brand and refer others to your business.

Customer Experience 52

Customer Experience Feedback outsourcing Wait times 52

Global Response

NOVEMBER 21, 2023

Today’s companies collect more customer data than ever. Customer analytics allow you to take the customer data you’ve collected and assess , aggregate and analyze it to understand trends, make forecasts and better understand your customers. In doing so, you can develop actionable insights that drive your business forward.

Analytics 62

Analytics Customer retention outsourcing Sales 62

AWS Machine Learning

NOVEMBER 22, 2022

Companies that sell products or services online need to constantly monitor customer reviews left on their website after purchasing a product. The company’s marketing and customer service departments analyze these reviews to understand customer sentiment. Use cases for real-time sentiment analysis.

APIs 68

APIs CRM Feedback B2C 68

COPC

JUNE 9, 2023

Artificial intelligence (AI) is rapidly transforming the customer experience (CX) industry, offering businesses new opportunities to enhance their operations. By embracing these strategies, your business can maximize the benefits of AI and thrive in the rapidly evolving CX landscape. Nexcom A/S and COPC Inc.

Customer Experience 116

Customer Experience Analytics Technology Average Handle Time 116

AWS Machine Learning

SEPTEMBER 19, 2023

Multi-modal data is a valuable component of the financial industry, encompassing market, economic, customer, news and social media, and risk data. Financial organizations generate, collect, and use this data to gain insights into financial operations, make better decisions, and improve performance.

Marketing 100

Marketing APIs Engineering Analytics 100

Inbenta

NOVEMBER 29, 2022

More than ever before, customers expect a near-immediate response to their questions and queries. So much so that many customers will now expect to encounter a chatbot, with a staggering 80% of people have interacted with one at some point. Read on to find out more about excellent features, from security to sentiment analysis.

Chatbots 90

Chatbots Customer Experience Healthcare Personalization 90

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Does it spell doom for your business? Well, not so fast.

Customer centricity 83

Customer centricity Airlines Metrics Feedback 83

Upstream Works

DECEMBER 14, 2022

When it comes to AI and customer service, automation usually comes to mind. That consideration will only come by shifting focus from customer service to customer experience (CX). That consideration will only come by shifting focus from customer service to customer experience (CX).

Chatbots 78

Chatbots Contact Center Coaching Surveys 78

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

3CLogic

FEBRUARY 7, 2024

In today’s digital world, your competitors are no more than a click away, drastically increasing the importance of delivering personalized customer experiences (CX) on the first go. The question is — where do you begin? Success starts with an honest assessment of your organization's weaknesses. Sounds like your organization?

Contact Center 59

Contact Center Cloud contact CRM Self service 59

Lumoa

FEBRUARY 16, 2023

It’s important for your business to understand your customers. You need to know how they use your products or services and what they expect from you. Using a customer needs analysis and setting up a feedback loop are the key ways to make this happen. Business owners have always sought out customer opinions.

Feedback 94

Feedback Best practices Analytics Surveys 94

ProProfs Blog

JULY 20, 2021

” For employers, understanding how satisfied and engaged their employees are at the workplace has become paramount. . In fact, research shows that higher employee satisfaction leads to a 40% increase in employee productivity, which increases customer satisfaction by 18%, and employee turnover drops by 18%. Predict Attrition Rate.

Surveys 109

Surveys Feedback Employee engagement Best practices 109

TeleDirect

OCTOBER 25, 2023

Anyone who has been in customer service understands that the human connection is impossible to replace. That’s how we’ve gone from an eight-chair answering service to a national business process outsourcer. These abilities provide call centers with tremendous opportunities to improve customer support. Thank you, AI.

Call Center 62

Call Center Technology Customer Support Complaint resolution 62

Mindtouch

FEBRUARY 28, 2020

Every day, customers around the world come to your sites and use the search bar to look for answers, solutions, and information. The question is, how were you supposed to know? Herein lies the considerable potential of user sentiment analysis. How user sentiment analysis helps you connect the dots.

Analytics 62

Analytics Marketing Customer Experience Self service 62

24-7 InTouch

NOVEMBER 3, 2023

As technology continues to advance and consumer expectations for personalized experiences rise, companies are leveraging generative artificial intelligence (AI) to revolutionize the online customer experience (CX). How Generative AI Heightens the Customer Experience Below are some key ways generative AI can improve CX.

Personalization 52

Personalization Technology Customer retention Customer Care 52

OctopusTech

JANUARY 20, 2024

Chatbots have become incredibly useful tools in modern times, revolutionizing the way businesses engage with their customers. With their ability to mimic human speech, these sophisticated virtual assistants offer a smooth and effective engagement experience.

Chatbots 62

Chatbots Healthcare Finance APIs 62

NobelBiz

MARCH 19, 2024

Call center dashboards provide the kinds of insights and metrics that contribute to having improved agent performance and more successful campaigns. Let’s delve deeper and explore the dashboard functionalities, key metrics, best practices, and their pivotal role in enhancing customer satisfaction.

Call Center 59

Call Center Average Handle Time Abandon Call Contact Center 59

TeamSupport

JULY 1, 2020

Part 1 of this blog series explored the meanings of and differences between customer sentiment analysis and Customer Distress Index (CDI™)— customer sentiment analysis uses text to indicate a positive or negative tone to the communication and the TeamSupport CDI uses data to indicate whether a customer may be satisfied or frustrated.

B2B 59

B2B Contact Center Customer Support Self service 59

Lumoa

MARCH 6, 2023

Every company wants to know what its customers think of its product- but few think of simply asking them directly. Conversations with customers are the ideal way to get valuable insight and feedback into an organization’s performance. Final Thoughts Why is Customer Conversational Analytics Important?

Analytics 83

Analytics Feedback Marketing Metrics 83

Lumoa

MARCH 6, 2023

Every company wants to know what its customers think of its product- but few think of simply asking them directly. Conversations with customers are the ideal way to get valuable insight and feedback into an organization’s performance. Final Thoughts Why are Customer Conversations Important?

Feedback 83

Feedback Analytics Marketing Metrics 83

24-7 InTouch

AUGUST 8, 2023

In the rapidly evolving gaming industry, one factor stands out as a key differentiator: the quality of the player experience. In this blog, we’re explaining why a player-centric approach works best when it comes to winning. In this blog, we’re explaining why a player-centric approach works best when it comes to winning.

Feedback 52

Feedback Chatbots Surveys Analytics 52

Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. Predictive modeling and real-time data analysis have created huge opportunities for companies to personalize the customer experience.

Analytics 83

Analytics Customer Experience Management Surveys 83

Anexa BPO

MAY 24, 2023

In today’s hyper-connected and customer-centric business landscape, understanding and meeting customers where they are is vital for success. And unfortunately, despite its importance, many companies still struggle to effectively listen to their customers and harness their insights.

Personalization 52

Personalization Customer centricity Feedback Surveys 52

Balto

NOVEMBER 2, 2023

Modern enterprise contact center solutions utilize Artificial Intelligence (AI) and Machine Learning (ML) to identify customer pain points, the causes of low scores, and why your customers aren’t satisfied with their experience with your company. A contact center is considered successful if it’s customer-centric.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

Win the Customer

SEPTEMBER 12, 2023

Customer satisfaction is not just a feel-good metric; it’s a tangible indicator of how well your products, services, and interactions resonate with your audience. In this blog post, we’ll explore the significance of measuring customer satisfaction and delve into key metrics that provide valuable insights.

Metrics 59

Metrics Customer centricity Customer effort Customer retention 59

Lumoa

SEPTEMBER 30, 2022

By now, the importance of delivering a superb customer experience in banking is crystal clear. It’s estimated that financial brands that deliver a better customer experience (CX) receive twice as many recommendations. Plus, their customers are also two times more likely to try new products or services. .

Banking 94

Banking Customer Experience Big data Chatbots 94

Mindtouch

AUGUST 7, 2018

If you’re gathering customer feedback, you know that the trouble is not in gathering feedback, but rather, getting actionable insight from the feedback you’ve gathered. Customer feedback analysis, to be precise. The enormous time investment it takes to review every customer comment. No more trapped customer feedback.

Feedback 77

Feedback Customer effort Accountability Metrics 77