ShepHyken

NOVEMBER 6, 2023

The value of customer feedback lies not just in data collection but in taking action. Implementing customer feedback strategies can increase sales and profits as businesses make data-driven decisions to optimize operations and meet customer expectations. But you can’t make massive changes based on one customer’s comments.

Feedback 334

Feedback Healthcare Analytics Customer Service 334

CCNG

JANUARY 3, 2024

We listened to live calls, completed paper monitor forms, transcribed data into spreadsheets, and distributed monthly summaries by email to various teams. Without an ability to compare what is spoken against what the agent is viewing on their screen or steps actually taken, there are limitations to what speech analytics can measure.

Contact Center 195

Contact Center CCNG Analytics Customer Experience 195

ShepHyken

JUNE 1, 2023

This week, we feature an article by Miika Makitalo, CEO of HappyOrNot , the company behind the Smiley Touch™ customer experience improvement solution and a leader in data analytics. He discusses how feedback and data analytics can make or break the customer experience. This leads to repeat business.

Analytics 156

Analytics Customer Experience Feedback Chatbots 156

ShepHyken

JANUARY 2, 2024

Never assume you know what your customer wants without looking at data. Even the most passionate organizations can misinterpret customer behavior, so always rely on data to make decisions. Embrace continuous improvement. Use data to understand customers’ digital behavior.

Multichannel 120

Multichannel Analytics Feedback Metrics 120

TechSee

JUNE 10, 2021

It’s no secret that truck rolls are a necessary evil for the service industry. Absolutely, your customers aren’t happy to wait for service. But even though a large proportion of truck rolls are non-value-added activities and a tremendous waste of resources, these dispatches remain a fact of life for service organizations.

Self service 207

Self service Analytics Transportation Healthcare 207

Global Response

MARCH 27, 2024

Call centers are increasingly turning to big data analytics as a pivotal tool for optimization. By harnessing the power of vast data sets, businesses can uncover deep insight into customer behavior, preferences, and trends, enabling them to tailor their services for maximum impact. Let’s take a look.

Big data 62

Big data Call Center Analytics Interactive Voice Response 62

Lumoa

APRIL 28, 2024

Customer experience platforms make it possible to manage all the customer data in one platform and reach out to them when they need it. Medallia is known for its robust analytics and reporting capabilities, providing in-depth insights into customer feedback and trends.

Feedback 83

Feedback Consulting Consulting Enterprise 83

Lumoa

JANUARY 24, 2024

That’s where text analytics in customer feedback proves to be one of the most valuable tools for any business. When to use text analytics This situation is where automated text analytics in customer feedback is brought in: it can help in sorting out the key topics talked about and reveal the general sentiment per topic.

Analytics 83

Analytics Feedback Metrics Surveys 83

Comm100

APRIL 10, 2024

AI is reshaping countless industries and services, and customer service is one such area that is changing for the better. We will also consider how AI algorithms are used to process customer data patterns to predict their service requirements – dealing with issues before they even arise.

Customer Service 84

Customer Service Chatbots Analytics Big data 84

The Northridge Group

MARCH 14, 2023

Obtaining Real-World Insights with Data Analytics Tools Healthcare organizations are awash with an abundance of clinical and business performance data, more so than companies in just about any other sector. Empower Patients with Self-Service Tools Patients love self-service tools, especially appointment scheduling solutions.

Healthcare 142

Healthcare Technology Self service Analytics 142

The Northridge Group

NOVEMBER 10, 2023

Fortunately, organizations can use the digital ecosystem to their advantage and enhance patient acquisition capabilities with data analytics. The healthcare data analytics market has been growing at a 1 5.3% This market has been experiencing such rapid growth for one reason: data analytics works.

Analytics 76

Analytics Healthcare Marketing Consulting 76

Fonolo

JANUARY 12, 2023

Tools like interactive voice response (IVR) and smart call routing are tried and true ways to save time and money – and offer better service. Most managers also rely on an analytics package (or several, depending on how integrated your software is) to monitor KPIs. Access to next-level analytics . For your agents?

Contact Center 138

Contact Center Interactive Voice Response First call resolution Contact center software 138

AWS Machine Learning

FEBRUARY 26, 2024

By using AWS services, our architecture provides real-time visibility into LLM behavior and enables teams to quickly identify and address any issues or anomalies. In this post, we demonstrate a few metrics for online LLM monitoring and their respective architecture for scale using AWS services such as Amazon CloudWatch and AWS Lambda.

Metrics 113

Metrics Big data Analytics Engineering 113

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Wait times 89

Wait times Feedback CRM Surveys 89

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. Typically, this data lives in multiple systems and is only looked at by the teams that collect it ( and unfortunately, sometimes not even them!).

Analytics 83

Analytics Customer Experience Management Surveys 83

NobelBiz

OCTOBER 31, 2023

At its heart, business is a bond between service providers and customers. To put things in perspective, let’s first look at some statistics showcasing the importance of customer support: According to Email Analytics , 77% of customers are more likely to share a positive experience with brands. Business is more than just transactions.

Customer Support 105

Customer Support Contact center software Call Center Analytics 105

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. This isn’t just speculation—the data backs this up.

Analytics 62

Analytics Customer retention outsourcing Sales 62

Fonolo

MAY 23, 2023

Customer service is all about meeting and exceeding customer expectations. And they’ll reward businesses who invest in hyper-personalized service with their loyalty. Hyper-personalization in the contact center is a customer experience strategy that uses advanced technologies and data analytics to deliver tailored interactions.

Contact Center 106

Contact Center Personalization Analytics Chatbots 106

COPC

JUNE 9, 2023

Webinar: Considerations for Navigating AI in CX Explore approaches to using artificial intelligence AI to service your customers. examine the differences between generative and analytical AI, focusing on the importance of good data and its role in delivering exceptional CX. Nexcom A/S and COPC Inc.

Customer Experience 114

Customer Experience Analytics Technology Average Handle Time 114

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. Optimization helps reduce unnecessary expenses while maintaining service quality. Table of Contents What is Call Center Optimization?

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

CSM Magazine

APRIL 18, 2024

Envision the current terrain of nonprofit activities, where data underpins every facet of donor engagement. Integrating such a system reshapes interactions with supporters, turning data points into personalized experiences that can amplify your mission’s impact. Weaving data-driven practices into these interactions is key.

Customer Support 52

Customer Support CRM Analytics Benchmark 52

The Northridge Group

MARCH 28, 2022

In our previous post , we discussed the importance of adopting a data-driven analytical approach to move the needle on patient/member experience, enabling higher CMS Stars Ratings and increased bonus payments for Medicare Advantage plan providers. A Success Story. A Three-Pronged Approach.

Healthcare 120

Healthcare Analytics Contact Center First call resolution 120

CSM Magazine

APRIL 25, 2024

Utilise surveys, focus groups, and social media analytics to gather insights into customer preferences and behaviours. Tailored products and services, based on these insights, can significantly enhance customer satisfaction and loyalty. However, as customer needs continue to evolve rapidly, keeping up can be a significant challenge.

Customer centricity 52

Customer centricity Journey mapping Feedback Entertainment 52

NobelBiz

APRIL 2, 2024

With the growing customer expectations, enterprises are under great pressure to deliver exceptional service. Table of Contents Understanding Enterprise Contact Center Solutions: Enterprise Contact Center Solutions represent the backbone of modern customer service operations for large-scale organizations.

contact center solutions 106

contact center solutions Enterprise Contact Center Interactive Voice Response 106

Fonolo

MAY 16, 2023

Correctly interpreting call center analytics and KPIs is key to improving your operations and your customer’s experience. They’re valued by c-suites for providing insights gleaned from direct contact via customer service and support channels. Analytics are also called key performance indicators or KPIs.

Call Center 91

Call Center Analytics Abandon rate First call resolution 91

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? How do you navigate the sea of data to extract actionable insights and make informed decisions that propel your contact center forward?

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

The Northridge Group

AUGUST 10, 2021

Taking a deeper dive by honing-in on the data that is readily available to you and investing in the right analytics practices can help you improve customer satisfaction, propel your business forward and take your customer experience from great to even greater. Leverage Contact Center Analytics. Let the Data do the Heavy Lifting.

Analytics 162

Analytics Interactive Voice Response Contact Center Coaching 162

NobelBiz

MARCH 26, 2024

It’s the art of utilizing technology to deliver personalized and efficient customer service without losing the human touch that customers value. Customer Experience Automation can encompass a range of technologies such as AI and Machine Learning, Chatbots and IVR Systems, Data Analytics and Insights.

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

AWS Machine Learning

DECEMBER 7, 2023

Amazon Forecast is a fully managed service that uses machine learning (ML) algorithms to deliver highly accurate time series forecasts. Since this process requires extensive data and complex computations, services like AWS Step Functions offer a significant advantage in organizing and optimizing tasks.

Management 101

Management Engineering Analytics Construction 101

AWS Machine Learning

FEBRUARY 27, 2024

Axfood has a structure with multiple decentralized data science teams with different areas of responsibility. Together with a central data platform team, the data science teams bring innovation and digital transformation through AI and ML solutions to the organization.

Best practices 114

Best practices Engineering Scripts Analytics 114

VirtualPBX

APRIL 10, 2024

Within these centers, dedicated customer service representatives work diligently to address customer inquiries. They also resolve issues and provide information about products or services. White-Glove Customer Service At VirtualPBX, we understand the importance of exceptional customer service.

Contact Center 59

Contact Center Wait times CRM Healthcare 59

Unymira

APRIL 22, 2024

This can be especially helpful in customer service. Pega provides text analytics tools to extract meaningful information from large volumes of data. Pega offers various text processing options. For example, to draw conclusions about the content of an email, the text must be analyzed.

Analytics 52

Analytics Customer Service Consulting Consulting 52

Connect

APRIL 18, 2024

The technology can also boost agent productivity with automation, real-time guidance, and performance coaching and enhance operational efficiency by reducing costs, optimising resources, and enabling data-driven decisions.

Virtual Agent 86

Virtual Agent Chatbots Average Handle Time Engineering 86