Callminer
JANUARY 26, 2017
A Definition of Sentiment Analysis Sentiment analysis is a method for gauging opinions of individuals or groups, such as a segment of a brand’s audience or an individual customer in communication with a customer support representative. Based on a scoring mechanism, sentiment analysis monitors conversations and evaluates language and voice inflections to quantify attitudes, opinions, […].
Contact Center Pipeline
JANUARY 26, 2017
Skills-based routing (SBR) is a strategy that provides a contact center flexibility when different skills have different call arrival patterns. SBR also offers tenured agents a welcome variety in their tasks. Our customers benefit, our agents benefit and our organization benefits! It is a win-win-win, right? Not necessarily. Sometimes our efforts to increase overall service […].
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CustomerGauge
JANUARY 26, 2017
CustomerGauge is very happy to share that this week we have CCXP Ian Golding as our blog guest. Ian advises leading companies on customer experience strategies, as well as measurement, improvement and employee advocacy techniques. He has worked across various industries including retail, financial services and telecoms, accumulating a robust knowledge on best customer experience […].
Omnicus
JANUARY 26, 2017
Customer service is changing. Today’s customer demands instant response times and accurate information. The use of A.I. like chatbots is starting to become the norm. A plethora of self-service options are also becoming the norm. Automated systems prompt the customer for responses and guide the customer toward their solution. The cloud is the silent elephant in the room that is starting to become noticed.
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Uniphore
JANUARY 26, 2017
Click to Read White Paper. Introduction. Visual IVR has gone mainstream. Widespread adoption of this digital technology is taking place rapidly. However, not all Visual IVR solutions are the same. This document outlines the features you should look for in a digital engagement platform. Read More.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
CX Journey
JANUARY 26, 2017
Image courtesy of pls47 Have you adopted a decision-making process that works well for you? If you have, I'd love to hear about it. If not, read on. As a leader, your next best action is based on making a decision as to what that action will be. How do you arrive at that decision? I've been reading Peter Drucker's The Practice of Management ; in it, Drucker devotes a chapter to decision making.
Verint
JANUARY 26, 2017
Recently, the British government announced a £1 billion pound investment for faster broadband and 5G in the UK, which will benefit consumers and businesses. Unfortunately, government departments or local councils looking for a boost in funding to improve digital services were left empty-handed.
Uniphore
JANUARY 26, 2017
Introduction. Visual IVR has gone mainstream. Widespread adoption of this digital technology is taking place rapidly. However, not all Visual IVR solutions are the same. This document outlines the features you should look for in a digital engagement platform. Read More.
Kayako
JANUARY 26, 2017
Potential buyers are treated like the biggest VIPs in the universe. What happens after they buy? Are they given smooth onboarding? Is there a direct connection to a setup wizard? Do emails land in their in-basket at once? Are the tutorials ready to go? Do you have a plan for after-sales service? In many companies after sales and onboarding are set, users fall to customer support.
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
Clarabridge
JANUARY 26, 2017
The pre-election polls were way off this year — much more so than usual. While the official results may have taken some of us by surprise, there’s a lot we can learn from this year’s presidential polling fail. The truth of the matter is that customer surveys can be just as misleading. And that’s bad news if you’re building your business around survey results.
Clarabridge
JANUARY 26, 2017
The pre-election polls were way off this year — much more so than usual. While the official results may have taken some of us by surprise, there’s a lot we can learn from this year’s presidential polling fail. The truth of the matter is that customer surveys can be just as misleading. And that’s bad news if you’re building your business around survey results.
Clarabridge
JANUARY 26, 2017
The pre-election polls were way off this year — much more so than usual. While the official results may have taken some of us by surprise, there’s a lot we can learn from this year’s presidential polling fail. The truth of the matter is that customer surveys can be just as misleading. And that’s bad news if you’re building your business around survey results.
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