The Northridge Group

AUGUST 14, 2023

In the post-pandemic world, contact center leaders are prioritizing three interconnected objectives: employee productivity, retention, and satisfaction. By cultivating a positive working environment, leaders can optimize the employee experience to mitigate absenteeism and attrition while simultaneously enhancing productivity.

Contact Center 92

Contact Center Coaching Morale contact center associations 92

TeamSupport

DECEMBER 8, 2023

Is your company prepared to deliver exceptional post-sale customer support? Do you need an enterprise solution, or do you have a smaller group that just needs a modern ticketing system to simplify their workflow? Reporting and Analytics Data-driven insights are crucial for optimizing your customer support processes.

Customer Support 105

Customer Support Analytics Upselling Customer centricity 105

TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. Customers expect better and faster pre and post purchase services.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

CSM Magazine

MAY 9, 2024

In a recent panel discussion hosted at our Disrupt event in London , a group of industry experts explored how emerging tools and platforms are empowering companies to elevate their customer service to new heights. The AI itself can be tailored to match customers’ communication preferences.

Technology 52

Technology Customer Service CRM Best practices 52

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

CSM Magazine

MARCH 5, 2024

Two big players in this area are Artificial Intelligence (AI) and Machine Learning (ML). In this article, we’ll look at how AI and ML are shaking up online shopping and making it better for everyone involved. Today, online shopping is booming like never before, driven by technological advancements and consumer behaviors.

Analytics 52

Analytics Technology Chatbots Personalization 52

JustCall

MAY 2, 2022

Speech analytics is one such technology that allows companies to increase their sales by tailoring their interactions with prospects and enhancing sales pitches. So, if you are yet to integrate speech analytics into your system, it is high time to do so. What is Speech Analytics? Improved Customer Relationships.

Analytics 52

Analytics Sales Customer Service Scripts 52

JustCall

NOVEMBER 25, 2022

The power of E-Commerce Intelligence in Boosting Sales. According to a Morgan Stanley report, global eCommerce has recently risen from 15% of total retail sales in 2019 to 21% in 2021. Clearly, this means that every retail business has to master the world of online sales. The figure looks set to rise even further in the future.

Sales 52

Sales Marketing Benchmark Metrics 52

NobelBiz

FEBRUARY 27, 2024

Artificial Intelligence (AI): AI revolutionizes call centers by enabling smarter interactions and predictive insights. Data Analysis : AI analyzes vast data sets, identifying patterns and predicting customer behavior. Chatbots : AI-powered chatbots handle routine queries, providing quick and accurate responses.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

DMG Consulting

NOVEMBER 30, 2023

AI + IA = Great CX By Donna Fluss View this article on the publisher’s website. Never mind the technology’s tremendous future potential, AI is enabling advancements now, and a great example is interaction analytics (IA), also known as speech and text analytics.

Average Handle Time 48

Average Handle Time Contact Center Analytics Coaching 48

Answer Dash

OCTOBER 8, 2018

Management consultant, educator and author Peter Drucker once declared that increasing the productivity of knowledge workers was "the most important contribution management needs to make in the 21st century." AI is changing that. This reduces sales department churn. AI is the new go-to partner for this relationship.

Sales 74

Sales Outbound sales CRM Analytics 74

AWS Machine Learning

FEBRUARY 13, 2024

SageMaker Feature Store now makes it effortless to share, discover, and access feature groups across AWS accounts. With this launch, account owners can grant access to select feature groups by other accounts using AWS Resource Access Manager (AWS RAM). For a deep dive, refer to Cross account feature group discoverability and access.

Accountability 104

Accountability Government Engineering Scripts 104

CSM Magazine

FEBRUARY 29, 2024

This will allow you to create targeted campaigns and messages that resonate with each group. Offer personalized recommendations: Use customer data to offer personalized product recommendations and promotions. Offer personalized recommendations: Use customer data to offer personalized product recommendations and promotions.

Personalization 52

Personalization Chatbots CRM Analytics 52

JustCall

OCTOBER 25, 2023

This data then empowers you with understanding which calls are closing leads and driving sales versus which ones aren’t. Data integration can be challenging : Contact centers often use multiple systems for customer relationship management (CRM), call recording, ticketing, and analytics.

Interactive Voice Response 52

Interactive Voice Response Contact Center First call resolution Metrics 52

DMG Consulting

MAY 8, 2023

Last year was an excellent one for sales of workforce optimization/workforce engagement management (WFO/WEM)-related systems and applications. The investments are primarily in the following categories: artificial intelligence (AI), automation, analytics, and user interface/user experience (UI/UX).

Management 62

Management Enterprise Analytics Contact Center 62

AWS Machine Learning

JUNE 13, 2023

Organizations can maximize the value of their modern data architecture with generative AI solutions while innovating continuously. The AI and language models must identify the appropriate data sources, generate effective SQL queries, and produce coherent responses with embedded results at scale.

APIs 72

APIs Finance Engineering Analytics 72

TechSee

AUGUST 14, 2023

Brittany is also the co-founder of The Superfan Company, a fan-engagement agency that has created campaigns and products for global brands including Walmart, Disney, Amazon, Luke Bryan, Katy Perry, and the Boston Red Sox. He has over 20 years of customer service, sales, and management experience, with a laser focus on contact centers.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

NobelBiz

MARCH 12, 2024

Key Components of Unified CXM Unified CXM comprises several essential components: Holistic Customer View : Integrates data from marketing campaigns, sales, customer service interactions, social media, CRM systems, and feedback tools. Utilizing data analytics to gain actionable insights into customer behavior and preferences in real-time.

Customer Experience 52

Customer Experience Management Omni-channel support Journey mapping 52

JustCall

AUGUST 8, 2023

In fact, AI shopping is no longer a futuristic concept—for the uninitiated. This is just one example of AI shopping in action and there’s a lot to unpack. AI Powered Shopping in 2023: A Look at the Current Landscape Shopping today is as immersive as watching a movie on IMAX. Let’s dive in! billion in 2023 to $55.53

Chatbots 52

Chatbots Personalization Sales Engineering 52

NobelBiz

NOVEMBER 13, 2023

It measures the possibility of your client referring you to someone based on a simple question: “How likely are you to suggest our product/service on a scale of 1 to 10?” This is intentionally high to guarantee that clients are genuinely unwavering advocates of the products or services provided by your call center. (7-8)

Customer Experience 111

Customer Experience Contact Center Call Center Revenue potential 111

TechSee

MAY 4, 2021

In fact, Everest Group estimated that U.S. Economic and logistical challenges have resulted in businesses turning to the gig economy to support and scale their customer service and sales efforts while lowering their fixed costs and in-house overhead. The evolving role of AI . There is no doubt that the gig economy is growing.

Customer Service 182

Customer Service Contact Center Agent burnout Call Center 182

CSM Magazine

DECEMBER 7, 2022

You may have heard the term generative AI before, but what does it actually mean? In short, generative AI is a type of artificial intelligence that is used to create new things. This could be anything from new products and services to unique customer experiences. How does Generative AI work? Automated customer support.

Customer Experience 52

Customer Experience Customer retention Finance Surveys 52

Balto

NOVEMBER 18, 2022

Let’s take a look at how executive viewpoints and perceptions affect these KPIs and how executives are looking to AI technologies to enhance their CX metrics. Conversely, the group with cost-cutting measures planned or currently in place experienced the following compared to their counterparts: Double the employee churn rate (44.8%

Contact Center 98

Contact Center Self service Metrics Surveys 98

Peter Lavers

OCTOBER 19, 2017

Segmentation is well established in Marketing and CRM as a way to systematically subdivide a market or a customer base into discrete groups that have different needs or require distinct treatments. Apparently, you’ve got to be a Data Scientist now before you’re allowed near an analytics tool! Does this all sound very 20th Century?

Analytics 173

Analytics CRM Big data Marketing 173

JustCall

NOVEMBER 25, 2022

Sales calls are recorded, transcribed, and analyzed using conversation intelligence (CI) software. CI software can scan sales conversations to find keywords and conversational topics, allowing users to instantly jump to particular spots in the recordings of sales calls and further examine insightful data. G2 Reviews: 4.5

Real estate 52

Real estate CRM Coaching Contact Center 52

Lumoa

FEBRUARY 2, 2023

Businesses focused on product arrangement, purchasing/return processes, and employee helpfulness. A positive experience builds loyalty and trust, increases sales, and improves customer satisfaction. CX includes product quality, ease of use, pricing , delivery speed, and more. Where and how they take place has changed, of course.

Customer Experience 94

Customer Experience Chatbots Surveys Journey mapping 94

Lumoa

AUGUST 8, 2023

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. Whether it be through surveys, focus groups, or even social media, businesses have access to valuable feedback on their products and services.

Surveys 83

Surveys Feedback Banking Best practices 83

JustCall

NOVEMBER 25, 2022

For meeting the goal of quality control, speech analytics software examines live or recorded calls and decodes emotional signs. Similar to voice recognition software, speech analytics software analyzes spoken language through artificial intelligence. Give call center agents instructions using call center voice analytics software.

Analytics 52

Analytics Cloud contact Coaching Telecommunications 52

8x8

MARCH 17, 2019

This week, we announced new products and capabilities that help companies of all sizes move at this new speed of business. For example, artificial-intelligence infused speech analytics and quality management can add value for every department in your company. Speech Analytics Benefits Outside the Contact Center.

Analytics 91

Analytics Enterprise Contact Center Quality management 91

JivoChat

APRIL 8, 2021

Contrary to what many may believe, business is no longer about products or driving profit—it’s about customer engagement. As an organization leverages the analytical features of these tools, they get access to insights about people’s likes and dislikes, browsing behaviors, and purchasing habits. Shorter Sales Cycles.

Sales 52

Sales Chatbots Brand ambassadors Surveys 52

The Northridge Group

MAY 2, 2023

To get a handle on ChatGPT, its implications, benefits, challenges, and best practices for contact centers we had a virtual conversation recently with Nathan Hart, Senior Director of Technology, Solutioning & Data Analytics, The Northridge Group. It was created using AI techniques called transfer and generative learning.

Contact Center 67

Contact Center B2C Chatbots B2B 67

Nicereply

FEBRUARY 29, 2024

These are the ones who know what challenges users face while engaging with your product. For instance, if a product feature is unavailable for technical reasons, consider announcing it so your users know about it. The omnichannel strategy looks into the customer journey — from the first discovery point to the after-sales support.

Customer Experience 59

Customer Experience Journey mapping Analytics Feedback 59

DMG Consulting

JANUARY 7, 2022

IVAs: Using AI to Serve Customers and Contact Centers. There are dozens of artificial intelligence (AI) technologies available today, but the three that are core for IVAs are NLP/NLU/NLG, real-time analytics, and machine learning (ML). Real-time analytics encompasses a highly diverse group of technologies and applications.

Contact Center 48

Contact Center Self service Virtual Agent Analytics 48

JivoChat

MARCH 14, 2023

It involves overseeing the entire production cycle, from obtaining raw material and components, to final product assembly and delivery. It is based on a production process where goods move through each step in a linear fashion. This includes using advanced analytics tools to help make better decisions faster.

Management 75

Management Transportation Chatbots Sales 75

Hodusoft

OCTOBER 14, 2022

According to Statista , the e-commerce sales figure is expected to reach 8.1 Product/service-related query. Post-sales issues. Post-sales follow-up. Multiple call transfers can annoy customers with high intent, detracting them from purchasing your product. Boost agent productivity with CRM integration.

Contact center software 52

Contact center software Contact Center Abandon rate Analytics 52

JivoChat

FEBRUARY 13, 2022

Have you ever heard of AI marketing? Artificial intelligence has been often used to help improve marketing results, for example, through web analytics tools. AI can optimize several processes and diminish error risks. What Is AI Marketing? Many companies already are adopting AI as a way to improve their processes.

Marketing 52

Marketing Big data Analytics CRM 52

Hodusoft

DECEMBER 5, 2019

Make smart use of the intelligent auto dialer and your productivity increases. Configuring the smart features of auto dialer call The usual way is to feed a list of numbers for the auto-dialer to dial but intelligent systems can help you do more to enhance productivity. Analytics does not stop at analyzing customers.

call center software 52

call center software Call Center Analytics call center solutions 52