Analyze Customer Churn with Speech Analytics
Callminer
MAY 28, 2018
Speech analytics can listen for various churn signals on phone calls including keywords or phrases or voice pitch in addition to calculating a churn risk score automatically.
Mon.May 28, 2018
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5 Top Customer Service Articles For the Week of May 28, 2018
ShepHyken
MAY 28, 2018
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. The Customer Journey Begins – and Sometimes Ends – With Your Employees by Katherine Evans . (CMSWire) Today’s customers don’t just expect high quality and excellent service at a fair price — they demand it.
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The Top 4 Advantages of Running a Customer Community
inSided
MAY 28, 2018
In a rapidly changing digital landscape with increasing customer expectations, companies struggle to provide a good experience to their customers. Online communities are essential to improve this.
Leading topics of conversation at ICMI Contact Center Expo
InTheChat
MAY 28, 2018
Last week we were excited to be at ICMI Contact Center Expo – a conference focused on bringing together contact center professionals looking to stay current in a rapidly evolving industry. We sat in on a number of. The post Leading topics of conversation at ICMI Contact Center Expo appeared first on InTheChat.
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The Role of Emotions in the Customer Experience
VocalCom
MAY 28, 2018
When it comes to customer retention, emotions play a decisive role. Companies that consider and act upon the feelings of customers at different points along the sales journey are more likely to win loyalty. According to Customer Think, 63% of customers with positive feelings about a company will remain loyal, while 74% will go a step further and advocate for the brand.
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