Peter Lavers

NOVEMBER 14, 2017

In this guest blog our friend and Associate Paul Laughlin considers which are the most important skills needed by analysts or data scientists. So, if you are leading an Analytics , Data Science or Insight team , where should you invest? Two analytics leaders lay down the “which skills” gauntlet. Data Visualisation.

Analytics 100

Analytics Banking Consulting Consulting 100

Nicereply

DECEMBER 29, 2020

Whether you have visited our blog or listened to the Customer Experience Leaders Chat podcast, we are incredibly happy and grateful for you. So as we approach the end of the year, it’s the perfect time to look back and show you our best blogs and podcasts published in 2020. 5 Most Favorite Blog Posts Published in 2020.

Customer Support 98

Customer Support Average Handle Time Analytics Customer Experience 98

Expivia

MARCH 18, 2021

Managers and supervisors need to teach reps how to handle calls with the right tone. The only way to gain this skill is to have the managers and supervisors teach it. It’s the responsibility of the managers and supervisors to teach them these qualities. No one’s born with this skill. But, it’s their job to use it. Positivity.

Call Center 98

Call Center Customer Service Education Average Handle Time 98

Amity

JUNE 16, 2016

With more than 23,000 paying customers worldwide, Moz provides analytics software to track all of a website's SEO and inbound marketing efforts on one platform. I’ve always had a passion for teaching, as well, and I was then able to bring that experience to Moz. I read the Intercom blog , too.

Engineering 80

Engineering Accountability Feedback Marketing 80

CustomerSuccessBox

APRIL 29, 2022

Do not teach all features in one go. ” Here’s how to make the most of your sales pages,” and point them to a blog or educational video. The analytics that you should use here is as follows: GRR and NRR Retention rate Repeat Customer Rate Customer Retention Cost (CRC ) Customer Lifetime Value (LTV).

SaaS 52

SaaS Customer retention Metrics B2B 52

Customer Service Life

JUNE 5, 2017

Class tales like Little Red Riding Hood can teach us a lot about telling better stories in our organizations. She’s the Director of Client Analytics at FCR. This article was originally published on the ICMI blog on May 18, 2017. Click here to read the original. Photo Credit: PublicDomainPictures.net via CC License.

Average Handle Time 68

Average Handle Time Metrics Contact Center Analytics 68

Expivia

AUGUST 25, 2020

One of the biggest changes we have had in our center is the introduction of speech analytics. We want to give a holistic approach to teaching how to manage a call center floor. Thanks for reading! Salary – How we incent and promote. Management – How middle management functions to both control and uplift reps. Check in 3x a day.

Call Center 97

Call Center Employee engagement Sales Feedback 97

Nicereply

SEPTEMBER 6, 2022

Achieving stellar customer support is a moving target, involving a mix of strategy, processes, policies, analytics, and even a little art. That’s why we’ve rounded up this handy list, so you have all top customer support blogs published (so far) in 2022 in one accessible place. 2022’s top customer service blogs.

Customer Service 97

Customer Service Complaint resolution Agent burnout Customer Support 97

Calabrio

JULY 5, 2016

So if you’re wondering what you could possibly learn from reading this—don’t worry, I’ll explain. Contact center speech analytics software can quantify speech hits and provide more visibility into how often a phrase or question is repeated. Evaluate quality interactions.

Customer Service 56

Customer Service Telecommunications Analytics Contact Center 56

PeopleMetrics

APRIL 4, 2017

We teach it to our children, and encourage them to learn from their mistakes. Mark and co-author John Danner’s excellent book – The Other "F" Word: How Smart Leaders, Teams, and Entrepreneurs Put Failure to Work – is billed as a “…pragmatic guide to exploring the frontier of failure, and improving performance,” and is well worth reading.

Customer centricity 94

Customer centricity Employee engagement Engineering Customer Experience 94

aircall

MARCH 1, 2021

If you’re looking for the answers to these questions, keep reading. Therefore, you should encourage a lighthearted approach when teaching good customer service skills. . You can teach your representatives effective listening techniques to prevent issues like these from happening. Effective listening.

Customer Experience 62

Customer Experience Customer Service Call Center First call resolution 62

Natalie Petouhof

MAY 30, 2017

Deep learning has worked it’s way into business language via Artificial Intelligence (AI), Big Data and analytics. Deep learning is an approach to AI which shows great promise when it comes to developing the autonomous, self-teaching systems which are revolutionizing many industries. Neural Networks Are Algorithms.

Big data 49

Big data Government Engineering Analytics 49

ProProfs Blog

SEPTEMBER 9, 2020

That’s why in this blog post we’ll cover what’s a customer loyalty program and why it is creating a buzz, types of loyalty programs, benefits of adding one to your business, and how to create a well-designed loyalty program for your customers. Read More: How to Create and Send a Net Promoter Score Survey to Measure Customer Loyalty.

Gamification 144

Gamification Customer retention Metrics Sales 144

aircall

MARCH 6, 2018

Your foolproof knowledge of the local flora, not to mention your eagerness to teach others essential survival skills, means you’ve been chosen as Monarch. By keeping teams relatively small, leaders can give managers an accurate reading on day-to-day operations, pain points, and successful high-volume strategies before further scaling occurs.

Interactive Voice Response 90

Interactive Voice Response Morale Construction Technical Support 90

aircall

MARCH 6, 2018

Your foolproof knowledge of the local flora, not to mention your eagerness to teach others essential survival skills, means you’ve been chosen as Monarch. By keeping teams relatively small, leaders can give managers an accurate reading on day-to-day operations, pain points, and successful high-volume strategies before further scaling occurs.

Interactive Voice Response 89

Interactive Voice Response Morale Construction Technical Support 89

Select VoiceCom Blog

JUNE 13, 2023

AI technologies are transforming business operations, from chatbots providing instant customer support to intelligent data analytics improving decision-making. Read on as we delve into AI’s influence on the BPO landscape and explore real-world examples and best practices for a successful implementation.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Chatbots Best practices 52

Stratifyd

MAY 29, 2019

Estimated reading time: 5 minutes. While most kids spend their time hanging out with friends and dreaming about what they want to be when they grow up, Stratifyd’s General Manager, Ecosystem and Speech Analytics, Faraz Syed, had other plans. This was the point at which he became fascinated with tech and computers.

Analytics 40

Analytics Engineering Consulting Consulting 40

Vistio

OCTOBER 5, 2021

He is a former technology director turned communication adviser, writing books and blogs on technology, work, and globalization. You now work predominantly as a communication advisor due to your experience writing books and blogs on technology work and globalization for notable media outlets like Huffington Post and the BBC.

Chatbots 52

Chatbots Contact Center Banking Technology 52

Callminer

APRIL 21, 2020

Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. Read on to learn about effective leadership activities you can use in your organization.

Call Center 182

Call Center Management Scripts Coaching 182

Stratifyd

JUNE 11, 2019

Estimated reading time: 4 minutes. It’s beneficial in every industry and it takes a special human to have an analytical brain with the ability to think creatively. You can sign up for a developer org, which is a basic version of the platform that you can build out and practice in (the trailheads will teach you everything).

Sales 40

Sales CRM Analytics Management 40

delighted

AUGUST 23, 2019

In fact, in this post, we will teach you how you can kickstart a customer experience program and share tips from top brands on how they got started. Yes, you, the reader of this blog post can not just get the ball rolling, but actually build it out. Is this about a white paper that they read? It doesn’t have to be. Conclusion.

Customer Experience 41

Customer Experience Journey mapping Surveys Feedback 41

CallSource Insights

JUNE 7, 2019

Digital attribution is a built-in part of online marketing, but offline attribution must come into play as well for a holistic view of your marketing analytics. Analyzing a phone call provides robust analytics for marketing and operations managers alike. 100% accuracy is simply not available with AI software like speech analytics.

Management 40

Management Advertising Analytics Marketing 40

aircall

JANUARY 30, 2017

An oft-quoted statistic teaches us that improving customer retention by as little as 5% boosts profits by anywhere from 25% to 95%. Read on to find out about customer retention techniques sure to help you keep customers around in the long run. Customer retention means earning customers’ trust and repeated patronage.

Customer retention 76

Customer retention Education Self service Feedback 76

CallSource Insights

JUNE 12, 2019

Digital attribution is a built-in part of online marketing, but offline attribution must come into play as well for a holistic view of your marketing analytics. Training teaches a person a specific skill or type of behavior. ” This teach-the-teacher system will create transparency. Easy to measure ROI.

Management 40

Management Coaching Advertising Accountability 40

LiveChat

MAY 13, 2016

Currently, Google offers three tools that will help you take care of your SEO: Google Analytics , Google Search Console and Google AdWords Keyword Planner. Google Analytics is your bread and butter web analytics tool. This is a very brief summarization of what Google Analytics can do. Description: Take care of your SEO.

Analytics 44

Analytics Self service Marketing Accountability 44

Comm100

NOVEMBER 3, 2017

The following blog post will give you helpful training tips, social media training exercises, and a brief list of courses that will help your social media team rise above and beyond. Social media data and analytics courses: Social Media Monitoring from Udemy. Introduction to Social Media Analytics from Coursera. Where to Start.

Marketing 46

Marketing Accountability Customer Service Feedback 46

Netomi

JANUARY 5, 2022

He’s the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast. Our favorite content from Adrian: How to make sure that employee analytics and monitoring doesn’t destroy your employee and customer experience.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

delighted

SEPTEMBER 21, 2021

For example, a visitor finds a blog post on your website, reads it, then leaves without clicking anything on the page. For example, a visitor finds a blog post on your website, reads it, sees a call-to-action for a content offer at the end of the page, clicks it, and fills out a form to access it. Campaign data (i.e.,

CRM 83

CRM Metrics Analytics Feedback 83

Expivia

MAY 9, 2021

Read these 10 useful steps to ensure that you’re doing QA right. Invest in a Speech Analytics Software. Speech Analytics is an invaluable tool for call centers. You can use speech analytics to check more than just KPIs. Speech analytics software that lets you monitor calls in real-time is especially useful.

Call Center 98

Call Center Education call center association Analytics 98

Beyond Philosophy

OCTOBER 14, 2021

There are a few ways you can apply what Harari’s book teaches us about seeing an issue from both sides when developing new ideas, including: Get a diverse group of people working together. Some of us are experts in analytics; others are big-picture thinkers. Think reading is for chumps? There you have it.

Advertising 195

Advertising Consulting Consulting Coaching 195

SmartKarrot

JUNE 30, 2021

This is via blog posts, social media, product explainers, informative videos, and more. Like what you are reading? If you can simplify your product and teach it effectively, users cannot use it well. I wont go into detail as you can read more about in-app engagement here. Evaluation. Sign up for our newsletter.

SaaS 10

SaaS Upselling Metrics Advertising 10

SmartKarrot

JANUARY 5, 2022

His passion for and devotion towards the CS space also has him chaired as an Advisory Board Member at CSM Practice and a Proof Advisor at Proof Analytics where he helps executives strategize and scale their CS operations. Like what you are reading? Jay Nathan. Andrew Marks. Sign up for our newsletter. contact-form-7]. Allison Pickens.

Chief Customer Officer 23

Chief Customer Officer Coaching SaaS B2B 23

Expivia

MAY 13, 2021

Read these 10 useful steps to ensure that you’re doing QA right. Invest in a Speech Analytics Software. Speech Analytics is an invaluable tool for call centers. You can use speech analytics to check more than just KPIs. Speech analytics software that lets you monitor calls in real-time is especially useful.

Call Center 52

Call Center Education call center association Analytics 52

Fonolo

OCTOBER 26, 2023

For some good examples, see Shai’s recent blog post on the subject: “Manager’s Guide to Call Center Service Levels. Read these five tips to help set and exceed customer’s expectations. Put on your analytical glasses and ask yourself: At what points can we better educate the customer on what to expect?

Advertising 81

Advertising Feedback Call Center Wait times 81

Callminer

MARCH 6, 2020

While technology such as automated scorecards , speech analytics , and other tools enable managers to monitor agent performance objectively, customer service managers must be highly organized and have the ability to provide constructive feedback to motivate their teams to achieve continuous improvement. Jesse Silkoff. Frank Spear. Rosie Ryan.

Management 207

Management Customer Service Consulting Consulting 207

aircall

MARCH 10, 2021

A good cloud phone system also offers dashboard analytics for assessing KPIs and metrics. For example: During the call center agent assessment process before hiring agents, you could ask them to read call scripts and practice them with a partner to assess how well they can think on their feet. . Use automated survey tools.

Call Center 62

Call Center Scripts call center software Best practices 62

Callminer

MARCH 6, 2020

While technology such as automated scorecards , speech analytics , and other tools enable managers to monitor agent performance objectively, customer service managers must be highly organized and have the ability to provide constructive feedback to motivate their teams to achieve continuous improvement. Jesse Silkoff. Frank Spear. Rosie Ryan.

Management 182

Management Customer Service Consulting Consulting 182