aircall

JULY 7, 2021

Call center analytics collects information from all your customer interactions, analyzes it, and turns it into actionable insights. Because your customer interacts with you through several channels, you have many opportunities to collect data and produce actionable insights. The more data you collect, the more accurate your insights.

Call Center 62

Call Center Analytics Self service Sales 62

aircall

MARCH 9, 2022

Create an Effective Onboarding Process . A well-planned onboarding process should break down the key elements of the company, the product, and the sales process in an easily digestible way.”. Make sure everyone knows what their role is (and give them space to focus on it) and you’ll see the benefits. .

Sales 62

Sales SaaS CRM Analytics 62

Monet Software

AUGUST 1, 2019

Sometimes called audio mining, speech analytics refers to the analysis of information from recorded customer phone calls. It is a more in-depth procedure that merely reviewing calls and categorizing them by outcome; it provides insight into why customers are calling, and how their needs can be better serviced.

Analytics 48

Analytics Customer Service Call Center Contact Center 48

Eptica

FEBRUARY 27, 2019

To help, we’re therefore launching a new blog series profiling key CX, VoC and customer service books. Businesses need to go beyond being simply trusted to embrace “trustability” – proactive trustworthiness that benefits consumers, and ultimately the bottom line.

Journey mapping 93

Journey mapping Best practices B2B Sales 93

NICE inContact

JULY 12, 2016

The key to unlocking this power is the insight provided by data analytics. There are three primary points to cover when selling the value of data insights to the C-suite: Outline the functionality and benefits of using analytics. Provide clear examples of how these benefits translate into financial value.

Interactive Voice Response 48

Interactive Voice Response First call resolution contact center workforce Contact Center 48

Monet Software

JULY 30, 2019

In fact, one Gartner survey asked users what it means and they received a range of answers in response, from “online analytical processing” to monitoring call centers, to data mining. Speech analytics, like performance analytics, offers insight into employee performance. Speech Analytics.

Analytics 48

Analytics Call Center Metrics Average Handle Time 48

Etech GS

MARCH 1, 2019

Quality assurance is defined as the maintenance of a desired quality of service especially by means of attention to every detail of the process of delivery. In the call center field, there are quality assurance processes in place to ensure that during a customer interaction a consistent standard of service is maintained.

Call Center 40

Call Center Sales Analytics Contact Center 40

Callminer

AUGUST 6, 2019

New analytics tools also help businesses data-mine social media for signs of potential customer issues before phones start ringing. By connecting your customer feedback to the systems and processes employees already use you can make employees’ lives easier and help them feel empowered to help customers. Virtual queuing/Web callback.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

ProProfs Blog

FEBRUARY 28, 2019

Considering McDonalds spent over $100 million on it, I wonder how much they would have benefitted with targeted market research beforehand! Surveys help you gather insight and feedback from customers. Respondents are more likely to be open about their thoughts and insights when privacy is ensured. Gather Customer Feedback.

Surveys 60

Surveys Benchmark Feedback Marketing 60

Beyond Philosophy

SEPTEMBER 15, 2022

I always told the team that we were sitting on a gold mine with all our consumer research projects using Emotional Signature research, and it is true. In other words, just because you didn’t ask about emotions doesn’t mean emotional context is not critical to the decision-buying process. Have a game plan.

Journey mapping 39

Journey mapping Consulting Consulting Finance 39

Talkdesk

JANUARY 16, 2018

All you have to do is extract it and figure out how to leverage these newfound insights to benefit agents. The latest innovations help businesses make better decisions by surfacing hidden insights from spoken information. The performance-enhancing information is already there , it’s waiting to be found in the call data.

Analytics 40

Analytics Call Center Customer centricity Construction 40

GetFeedback

NOVEMBER 20, 2019

This can greatly benefit all departments and help your business thrive. . Why social media is a gold mine of customer feedback. Post a link to a survey on social sites and blogs. You’ll likely find some key insights. There are so many different ways to utilize the various social media platforms to your benefit.

Feedback 113

Feedback Chatbots Surveys Customer centricity 113

CX Journey

NOVEMBER 22, 2017

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud CX; it appeared on their blog on May 23, 2017. Online communities that are created by companies have a lot of benefits for customers, including allowing them. Doing the math on that means that communities not only benefit customers but companies, as well.

Self service 0

Self service Feedback Customer retention Call Center 0

GetFeedback

APRIL 8, 2019

Select “Insights.” ” This is what you will have access to: Again, while it’s nothing concrete or detailed about the specific intentions of buyers just yet, it’s insightful. Go to your business page, click “Insights” in the top navigation bar, and select “People” from the left sidebar.

B2B 83

B2B Analytics Journey mapping Accountability 83

Nicereply

APRIL 9, 2020

Nowadays, it’s easier than ever to identify high-effort processes and take action to implement improvements. Leverage NPS Feedback For Customer Effort Insights. But if you’ve already been using NPS to identify actionable insights and seeing positive results, you may wonder whether an in-depth CES strategy is likely to prove helpful.

Customer effort 52

Customer effort Feedback Construction Surveys 52

ProProfs Blog

DECEMBER 6, 2021

There is no doubt that Wufoo offers some of the amazing features and corresponding benefits to users. Instead, base them on insightful real-time reports. Collect user insights in minutes; no more staring at a blank screen. Gather customer insights easily and grow your business. Wufoo also offers an always-free plan.

Surveys 78

Surveys Enterprise Feedback CRM 78

CX Accelerator

JUNE 8, 2020

The response was so good that it begged to be a blog post. In contact centers, where calls are traditionally recorded, there’s a ton of voice of customer insight readily available — one only needs to take the time to listen. I found this to be a gold mine.”. Interview customers. Make no mistake. Learn about your competitors.

Surveys 345

Surveys Contact Center Consulting Consulting 345

CustomerSuccessBox

DECEMBER 13, 2018

Hence, your customer should both be happy using your product and be able to derive more benefit if they upgrade; only then should you try to upsell your product to them. An upselling plan will also help you standardize the process and help predict how much revenue will you be generating from upsells. Segment your customers. Conclusion.

Upselling 40

Upselling SaaS Feedback Accountability 40

SmartKarrot

MAY 4, 2023

In this blog post, we’ll explore how AI can help generate your action item list from call transcripts in a snap. Get ready for streamlined processes and increased productivity with automated action items. However, this process is time-consuming and often results in errors, and/or loss or forgetting some information.

Accountability 10

Accountability B2B Sales Technology 10

CSM Practice

SEPTEMBER 25, 2020

07:44 – Irit shares her insights about companies looking to increasing budget for outsourcing and consulting services. 11:50 – Reasons why companies are getting many-fold benefiting growth. 13:20 – Nick shares his blog post about the four-step playbook for reopening with your customers. The Interview: .

Upselling 85

Upselling Surveys Chief Customer Officer Consulting 85

CallSource Insights

JUNE 7, 2019

This is why appointment-based companies rely on call processing systems to do the dirty work for them. Call processing not only delivers insights into what channels consumers are calling from but also how the call was handled internally and what the outcome of the call was: did it end in an appointment or was it a lost opportunity?

Management 40

Management Advertising Analytics Marketing 40

CX Accelerator

JUNE 8, 2020

The response was so good that it begged to be a blog post. In contact centers, where calls are traditionally recorded, there’s a ton of voice of customer insight readily available — one only needs to take the time to listen. I found this to be a gold mine.”. Interview customers. Make no mistake. Learn about your competitors.

Surveys 182

Surveys Contact Center Consulting Consulting 182

CallSource Insights

JUNE 12, 2019

Like any organizational change to see results, it is only effective if you commit to taking action on the data you receive and implementing new processes to meet your goals. Your incentive plan should benefit the employee and benefit the office. How has utilizing performance management helped other businesses like mine?

Management 40

Management Coaching Advertising Accountability 40

GetFeedback

JANUARY 27, 2020

With that in mind, it’s clear that companies need a dedicated Voice of the Customer (VoC) program to capture powerful insights and drive increased value through CX improvements. It requires a systematic approach to gathering feedback then mining and analyzing that data for powerful insights, which drive critical business strategies.

Feedback 88

Feedback Surveys Journey mapping Metrics 88

Pointillist

FEBRUARY 19, 2018

In this post, I will lay out why artificial intelligence is a game changer in CX, take a look under the hood at how AI is applied to CX, and explore use cases for how leading edge companies are already reaping benefits from AI applications in customer experience. Data insights are one of the primary tools for CX enhancement.

Customer Experience 111

Customer Experience Analytics APIs Chatbots 111

JustCall

SEPTEMBER 13, 2022

” If you are curious about what Revenue Operations entails, this blog is for you. Top Benefits of Revenue Operations and Intelligence. A shared and singular source of truth benefits everyone across the board (pun not intended). Keep reading. What is Revenue Ops? The Core Tenets of a Revenue Ops Team. The short answer?

Finance 52

Finance Accountability Consulting Consulting 52

AWS Machine Learning

DECEMBER 20, 2022

The last few years have seen a tremendous paradigm shift in how institutional asset managers source and integrate multiple data sources into their investment process. However, the process of extracting benefits from multiple data sources can be extremely challenging.

Engineering 94

Engineering Finance Marketing Metrics 94

Quiq

NOVEMBER 4, 2022

Yet, developing your product messaging is only part of the process. Both have top-of-the-line features like advanced cameras, processing power, and speed. What’s easier: Creating a product and then looking for customer benefits and competitor differentiators or creating a product with those built-in? Both are phones.

Chatbots 52

Chatbots Marketing Sales Scripts 52

Vistio

JULY 11, 2022

Can you give our listeners and readers some insight into your background, where you started and how you got to where you are today? Which is becoming more and more of an interest of mine. And thank you for having me on this beautiful Wednesday morning here in Northern Virginia. Thank you so much for being with us.

Technology 52

Technology Self service Contact Center Analytics 52

GetFeedback

JULY 19, 2019

Here’s one area you may not have considered: include your employees in the data collection process. In the book, I wrote, “One of the least-discussed benefits of hugging your haters (complainers) and paying attention to customer feedback is the potential to glean insights about your business that can improve your operations and processes.”.

Customer advocacy 104

Customer advocacy Feedback Surveys Customer Experience 104

Russel Lolacher

JUNE 15, 2021

I read a lot of articles, books and blog posts about customer service experience and ways to attract, retain and reacquire customers to keep organizations happy and healthy. I try to do that myself in this blog from time to time too. You call it processing time. ” You call it processing time. The Substitution Game.

Customer Service 128

Customer Service Journey mapping Surveys CRM 128

AWS Machine Learning

JANUARY 13, 2023

This blog post is co-written with Chaoyang He and Salman Avestimehr from FedML. FL doesn’t require moving or sharing data across sites or with a centralized server during the model training process. This iterative process of model training continues until the global model converges. Iterative process of model training.

Analytics 73

Analytics Healthcare Engineering Government 73

Noble Systems

SEPTEMBER 29, 2020

WFM is a set of processes that helps optimize employee productivity. In the contact center, WFM provides the necessary metrics to gain insights into the number of agents and supervisors with the right skill sets that are required to complete the work at any given time of day, week or month. Process Automation. Let’s take a look.

Management 86

Management Gamification Quality management Schedule adherence 86

aircall

APRIL 12, 2021

CRM data gives you valuable insight into purchasing trends that help you anticipate customer needs and proactively fulfill them. . A CRM mines data and arranges it into useful, accessible formats, making it easy for sales and support agents to find and use it. . The Benefits of a CRM. It conveniently organizes customer data.

CRM 71

CRM Customer Experience Call Logging voip 71

Pointillist

OCTOBER 22, 2018

In this blog post, I detail nine uses of artificial intelligence to boost your customer experience measurement program by improving your understanding of the rich customer experience data you’re already collecting and making that data actionable. In the above example, the tedious task of text mining would be made significantly easier with AI.

Customer Experience 40

Customer Experience Analytics Metrics Multichannel 40

SmartKarrot

JULY 14, 2023

Let us dive deep and compare two popular enterprise platforms, ServiceNow and UiPath, in this blog. It is a Robotic Process Automation (RPA) solution that companies can rely on for any recurring manual labor tasks. This can refer to managing customer queries, support processes, and managing customer query analytics.

Enterprise 10

Enterprise Finance Government Management 10

GetFeedback

JANUARY 6, 2020

Winning CX initiatives–those achieving tangible benefits or a competitive edge–tend to include more stages (also known as touchpoints) in journey maps. When a car is purchased, even if one spouse takes the lead on the buying process, you can bet the partner and any children are key stakeholders in the decision.

Journey mapping 78

Journey mapping B2C B2B Surveys 78