Playvox

FEBRUARY 16, 2024

From driving assistance to data analysis to chatbots, generative AI (GenAI) is finding its usefulness in a host of ways across all industries. A plethora of data are now available. Data from omnichannel customer touchpoints — calls, social media, email, online chat, and more — provides companies with greater insights on customers.

Quality management 75

Quality management Contact Center Management Best practices 75

Playvox

FEBRUARY 27, 2024

The Future of Workforce Engagement: AI is the New Black Generative AI and machine learning provide companies with the ability to analyze vast amounts of data and generate insights, allowing them to make data-driven decisions that align with their strategic objectives. But it goes beyond enabling automation.

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

COPC

MARCH 11, 2024

The Proof is in the Data Figure 1 provides a definitive snapshot of how job satisfaction influences employees’ intentions to stay with their current employers. Did we analyze top performers in our organization to arrive at data-driven requirements instead of relying on logical guesses? See Figure 2.

Call Center 98

Call Center Gamification Coaching Employee engagement 98

Playvox

MARCH 19, 2024

Contact center AI is a collection of tools or contact center software designed to enable smarter, data-driven, and more efficient customer interactions, with the ultimate goal of delivering better CX. Proactively analyze agent interactions to spot coaching opportunities to prevent costly mistakes and enhance employee engagement.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

COPC

SEPTEMBER 21, 2023

In my work, I frequently encounter individuals discussing the importance of being data-driven. However, the work they share usually relies on past experiences and assumptions rather than actual data. Let’s start with a topic that often comes up on my assignments – coaching customer satisfaction (CSAT).

Coaching 88

Coaching Contact Center Surveys Metrics 88

The Northridge Group

APRIL 15, 2024

Jumping to generative AI solutions before having a solid foundation in your data strategy and strong content sources is a little like asking your 5-year-old to paint his room on his own — you are going to get creative content for sure, but the clean-up will be considerable. How Will AI Impact the Employee Experience?

Technology 122

Technology Brand ambassadors Contact Center Multichannel 122

CX Global Media

AUGUST 8, 2019

Here is an edited transcript of my interview with Anthony: Jim Rembach : Hey, this is Jim with Call Center Coach and the Fast Leader Show. And so, all our models that we build, all our machine learning models are all trained on realistic call center conversations, oftentimes decades or centuries of data of people talking conversationally.

Contact Center 246

Contact Center Coaching Call Center Analytics 246

3CLogic

JANUARY 24, 2024

Conversational AI is a type of artificial intelligence trained on large amounts of data to create human-like, unique experiences through text or speech. Nevertheless — while AI can bring endless scalability, the cost benefits of automation, catered agent coaching, and intelligent insights, it’s crucial to evaluate its potential limitations.

Contact Center 64

Contact Center Virtual Agent Self service CRM 64

Balto

DECEMBER 20, 2023

Managers can use it to set and maintain high compliance and quality standards while supporting agents with targeted coaching and dispute resolutions. “In In today’s contact center, visual insights are just as important as call data. Screen Recording is an essential piece of modern contact center operations.

Contact Center 52

Contact Center Coaching Enterprise Sales 52

JustCall

OCTOBER 31, 2023

The Need for Real-time Insights In a data-driven world, having access to real-time insights during communication and collaboration is essential for informed decision-making. Make data-driven decisions and get the right insights at the right time in a single place. What is JustCall Workspace?

Coaching 52

Coaching Finance Enterprise Management 52

TeamSupport

JULY 31, 2023

The data collected in your customer support department does not begin and end with customer support personnel. The benefits of the data collected here touches every other aspect of your business including hiring, product support, marketing strategy, and more.

Customer Support 97

Customer Support Metrics Coaching Marketing 97

CSM Magazine

MARCH 6, 2024

Collecting employee performance data can help identify improvement areas and set achievable goals for the future. Data-Driven Decision Making In an era where data reigns supreme, the ability to make informed decisions based on concrete evidence is invaluable. Seeing your productivity data laid out can be an eye-opener.

industry standards 52

industry standards Benchmark Coaching Accountability 52

COPC

APRIL 1, 2024

They extend to tools for answering customer queries, feedback and coaching systems, and virtual collaboration. These include AI-driven voice bots, chatbots, mobile apps, kiosks, and web tools. Our data below shows that a substantial number of users are either using AI or planning to implement the technology.

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

NobelBiz

JUNE 19, 2023

It involves using advanced monitoring tools and analytics to capture and interpret data in real-time, providing supervisors with immediate insights into call volumes, agent performance, customer satisfaction, and emerging issues. This enables them to identify areas for improvement and provide timely feedback and coaching to agents.

Call Center 52

Call Center Coaching Contact Center Metrics 52

The Northridge Group

AUGUST 10, 2021

You’ve adopted clearly defined and focused metrics, you have a vision that aligns the needs of customers with the aspirations of your business, you’ve implemented a clear coaching plan, and you have an open feedback loop for employees to provide comments on customer pain points. Let the Data do the Heavy Lifting.

Analytics 162

Analytics Interactive Voice Response Contact Center Coaching 162

NobelBiz

NOVEMBER 27, 2023

If you want to learn more about effective customer information management, and how to choose a platform that suits your exact needs, here’s another article that might interest you: ‘How to Evaluate Call Center Software Vendors for Customer Data Platform Solutions.’ Don’t miss out on the transformative insights!

Call Logging 59

Call Logging voip Contact center software CRM 59

Playvox

SEPTEMBER 20, 2023

Quality Assurance, or QA, started in the contact center as a very compliance-driven process. QM is more of a comprehensive program that focuses on both performance management & process improvement by using calibration, appeals, motivation, coaching, and gamification. But to be fair, this has evolved tremendously over the years.

Quality management 52

Quality management Coaching Contact Center Calibration 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. The data was loaded, cleaned, transformed, and analyzed using SQL tables.

Healthcare 120

Healthcare Analytics Contact Center First call resolution 120

Call Center Weekly

DECEMBER 19, 2017

By Melissa Pollock Cloud-based contact center platforms, big data analytics, omni-channel operations, and artificial intelligence applications have all contributed to a prodigious evolution in how we engage and manage customer journeys. Melissa Pollock is head of Content Development and Client Services for AmplifAI Solutions, Inc. ,

Technology 136

Technology Entertainment Customer Experience Coaching 136

Balto

JUNE 6, 2023

That means 200 million call transcripts, billions of labeled data points, and billions of opportunities to train Balto’s models on real users’ reactions to our AI’s recommendations. Today, Balto has guided over 200 million calls, provided over 450 million real-time recommendations, and driven millions in increased revenue.

Contact center software 83

Contact center software Contact Center Coaching Enterprise 83

CSM Magazine

FEBRUARY 1, 2022

Integrated, data-driven module provides tools to better support, develop and engage agents, allowing them to better meet rising interaction volumes and complexity. Calabrio, the customer experience intelligence company, today announced its new coaching solution for agent performance management, Calabrio Performance Coaching.

Coaching 52

Coaching Gamification Customer Service Quality management 52

Balto

SEPTEMBER 7, 2023

In today’s uncertain market, the traditional approach to data collection and forecasting in sales just doesn’t cut it. Capturing these disturbances with manual data collection and analysis can be time-consuming and inaccurate. Examples of data sets include sales site analytics, call data, buyer sentiment, and targeting data.

Sales 52

Sales Coaching Analytics CRM 52

Integrity Solutions

FEBRUARY 1, 2024

And then there’s all the tech, from sales enablement tools, CRMs, automation and virtual selling technologies to the massive amounts of data and analytics to wade through. It takes coaching, emotional intelligence, and self-awareness. They are driven by purpose and values.

Sales 106

Sales Coaching Scripts B2B 106

Upstream Works

DECEMBER 14, 2022

Legacy forms of call routing can be effective at a high level, but AI applications can process vastly more data – both structured and unstructured – at wire speed, resulting in higher accuracy of matching. If the inquiry starts with an AI-driven chatbot, other AI applications can determine when (and if) to escalate to an agent.

Chatbots 78

Chatbots Contact Center Coaching Surveys 78

NobelBiz

FEBRUARY 21, 2023

It is the process of collecting and analyzing data about the performance and operations of a contact center which are utilized to gain insight and identify improvement areas. On one hand, reporting refers to data collection on various metrics, such as customer satisfaction, call volume, agent performance, and other relevant KPIs.

Best practices 52

Best practices Analytics Contact Center Coaching 52

Playvox

OCTOBER 20, 2023

Thankfully AI-driven tools are automating capabilities and processes that help contact center analysts and leaders identify tone, intent, and feelings that impact customer experiences and loyalty. Don’t forget the importance of proper tagging in sentiment analysis. Don’t neglect soliciting direct feedback from customers.

Contact Center 82

Contact Center Coaching Feedback Surveys 82

COPC

JUNE 9, 2023

To ensure seamless implementation, adopt a monthly review cycle involving key stakeholders such as the executive leadership team, functional leaders across various departments, and individuals responsible for data extraction and analysis. Data Verification Accuracy and reliability are the cornerstones of a robust scorecard system.

Management 52

Management Coaching Metrics Average Handle Time 52

NobelBiz

FEBRUARY 27, 2024

Data Analysis : AI analyzes vast data sets, identifying patterns and predicting customer behavior. This not only helps in ensuring compliance with protocols but also provides opportunities for coaching and feedback based on actual performance. This increases the likelihood of first-call resolution.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

NobelBiz

OCTOBER 31, 2023

Implementing Advanced Tools for Elevated Customer Service Call Center Data Analytics Utilize analytical tools to monitor customer behavior and identify patterns that may lead to dissatisfaction. Data analytics in call centers goes beyond merely collecting data. The benefits of integrating data analytics are manifold.

Customer Support 105

Customer Support Contact center software Call Center Analytics 105

JustCall

JULY 29, 2021

It involves a continuous practice of coaching sales teams. In fact, sales coaching plays a role in raising a high-performing team of sales reps. But statistics show that with sales coaching, sales teams are able to attain 91% attainment of sales quota. So, are you tapping into coaching for your sales reps?

Coaching 86

Coaching Sales Scripts Construction 86

ShepHyken

DECEMBER 27, 2021

Five Tips For Creating A Successful AI-Driven Customer Winback Strategy by Raviteja Sidda. The author focuses on data and survey results, which are great for finding out how happy (or not) your customer is. This article has a few other ideas worth considering. My Comment: Don’t be afraid of customer complaints. Embrace them!

Customer Service 179

Customer Service Coaching Marketing Call Center 179

Playvox

FEBRUARY 1, 2024

The Crucial Role Of Customer Sentiment In Data-Driven Decisions The most valuable customer insights for improving CX come from the emotions behind positive feedback, negative feedback, and every other customer communication—across all interactions and on all channels. To increase the level of reliability, don’t limit the data.

Contact Center 93

Contact Center Best practices Surveys Feedback 93

Balto

SEPTEMBER 18, 2023

Real-time agent assist software has provided contact center teams with an innovative, data-driven AI-powered solution that instantly guides agents during live calls, ensuring the best outcomes for your customers. It provides reps with near-instant, real-time assistance based on advanced customer sentiment machine-learning algorithms.

Interactive Voice Response 52

Interactive Voice Response Scripts Contact Center Coaching 52

Vistio

MARCH 11, 2024

Collecting data and feedback from multiple sources, including customers and agents themselves, can help you identify trends, strengths, weaknesses, and opportunities for improvement. This can include regular coaching sessions, further training modules, and access to relevant resources such as knowledge articles and best practice guidelines.

First call resolution 52

First call resolution Contact Center Best practices Coaching 52

JustCall

NOVEMBER 22, 2023

Agents are always overwhelmed with switching between multiple apps, manually feeding customer data, and struggling to provide efficient service. It perfectly blends with the existing workflows and helps businesses dramatically improve their agent-driven business outcomes. However, they don’t need more tools instead better coaching.

Agent burnout 52

Agent burnout Upselling Coaching Contact center software 52