ShepHyken

AUGUST 18, 2023

AI-powered tools can analyze vast amounts of data to provide relevant solutions and recommendations, leading to improved customer experiences. Equipped with AI-driven insights, employees can make data-backed decisions, leading to improved customer interactions and job satisfaction.

Customer Service 156

Customer Service Employee engagement Chatbots Morale 156

TechSee

FEBRUARY 6, 2024

Better insights: AI-powered analytics can provide businesses with insights into customer behavior and service performance that would be difficult or impossible to gather manually, helping them make informed decisions and stay ahead of the competition. AI is essential for CX AI is not a futuristic concept.

Enterprise 109

Enterprise Wait times Personalization Analytics 109

COPC

MARCH 11, 2024

Below, we present the culmination of our insights with critical questions that leaders need to consider throughout the employee lifecycle. Consider a solution such as Centrical onboarding to provide the tools and built-in processes to engage new employees. Early attrition poses a significant and costly challenge for contact centers.

Call Center 98

Call Center Gamification Coaching Employee engagement 98

NobelBiz

DECEMBER 19, 2023

According to Forbes, call center metrics are the data harvested from all the solutions used to operate a call center, such as call center management (CCM) and customer relationship management (CRM) platforms. Key Technological Tools and Solutions What are these magical tools? Read the case study or watch the video !

Call Center 106

Call Center Management Wait times Contact Center 106

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? How do you navigate the sea of data to extract actionable insights and make informed decisions that propel your contact center forward?

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

CSM Magazine

APRIL 17, 2024

Victor Obando, VP of Customer Solutions, ActivTrak Earlier this year the World Bank predicted the global economy would slow for a third straight year in 2024. Understand Inputs and Outputs People analytics and customer service systems provide countless metrics that can help you assess the balance of efforts vs. outcomes.

Customer Service 59

Customer Service Scripts Banking Analytics 59

JustCall

OCTOBER 22, 2023

Keeping track of call center metrics and statistics seems like a daunting task. Solution: Implementing Customer Support Analytics Platforms The lack of customer support analytics can be solved by implementing analytics solutions and integrating modern, automated platforms with existing contact center software.

Contact Center 52

Contact Center Contact center software Abandon rate Analytics 52

NobelBiz

MARCH 19, 2024

Call center dashboards provide the kinds of insights and metrics that contribute to having improved agent performance and more successful campaigns. Let’s delve deeper and explore the dashboard functionalities, key metrics, best practices, and their pivotal role in enhancing customer satisfaction.

Call Center 59

Call Center Average Handle Time Abandon Call Contact Center 59

Vistio

APRIL 22, 2024

With advancements in natural language processing (NLP), machine learning (ML), and automation technologies, the potential for AI-driven customer service solutions seems limitless. Their insights and expertise can inform the development of AI solutions that align with business goals and customer expectations.

Contact Center 52

Contact Center Agent Empowerment Best practices Chatbots 52

C3Centricity

APRIL 9, 2024

This is why I decided this week to examine not only the unique challenges and opportunities inherent to each industry, but also to reveal the transformative insights one sector can adopt from the other. As has been claimed for decades, there are differences between B2C marketing strategies and those of business-to-business (B2B).

B2C 90

B2C B2B Marketing Accountability 90

NobelBiz

NOVEMBER 13, 2023

This article serves as a comprehensive guide, navigating through the intricacies of measuring CX ROI, unraveling the layers of customer experience impact, and providing actionable insights for businesses aiming to leverage their investments in customer satisfaction. Furthermore, good CX play a crucial role in reducing churn rate.

Customer Experience 111

Customer Experience Contact Center Call Center Revenue potential 111

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Wait times 89

Wait times Feedback CRM Surveys 89

AWS Machine Learning

APRIL 4, 2024

This solution was implemented at a Fortune 500 media customer in H1 2023 and can be reused for other customers interested in building news recommenders. Solution overview Amazon Personalize is a great fit to power a news recommendation engine because of its ability to provide real-time and batch personalized recommendations at scale.

Personalization 82

Personalization APIs Engineering Metrics 82

Lumoa

JANUARY 24, 2024

Customer satisfaction drives key metrics like your Net Promoter Score (NPS). And if you want to become a real change-maker in your organization, you need to learn how to extract insights from customer feedback. That’s where text analytics in customer feedback proves to be one of the most valuable tools for any business.

Analytics 83

Analytics Feedback Metrics Surveys 83

AWS Machine Learning

NOVEMBER 22, 2023

The IDP Well-Architected Lens is intended for all AWS customers who use AWS to run intelligent document processing (IDP) solutions and are searching for guidance on how to build secure, efficient, and reliable IDP solutions on AWS. This post focuses on the Operational Excellence pillar of the IDP solution.

Best practices 86

Best practices Metrics Feedback Enterprise 86

AWS Machine Learning

OCTOBER 18, 2023

The solution focuses on the fundamental principles of developing an AI/ML application workflow of data preparation, model training, model evaluation, and model monitoring. Solution overview Predicting animal breeds from an image needs custom ML models. Solution overview Predicting animal breeds from an image needs custom ML models.

APIs 97

APIs Metrics Consulting Consulting 97

AWS Machine Learning

NOVEMBER 22, 2023

To build an enterprise solution, developer resources, cost, time and user-experience have to be balanced to achieve the desired business outcome. We dive deep into designing and implementing the solution to optimize for throughput, latency, and overall performance. Then we go through each focus area from a technical perspective.

APIs 95

APIs Metrics Enterprise Benchmark 95

Lumoa

FEBRUARY 7, 2023

This is where a Voice of the Customer approach can help by organizing and prioritizing customer insights into a usable format. This is where a Voice of the Customer approach can help by organizing and prioritizing customer insights into a usable format. But listening isn’t always that easy. How do you collect VoC data?

Customer centricity 169

Customer centricity Feedback Surveys Metrics 169

Playvox

JULY 31, 2023

However, some of the quickest ROI can come from the employee self-service (ESS) aspects of a WFM solution. Improvements in schedule adherence , occupancy rates , and efficiency mean the return on investment (ROI) on WFM is potentially enormous when you find an effective workforce management solution. All that time adds up quickly.

Self service 85

Self service Management Coaching Contact Center 85

CSM Magazine

APRIL 18, 2024

Among the myriad of marketing tools available for nonprofits, Virtuous marketing solutions stand out by offering functionality designed with nonprofits in mind. These insights allow you to design marketing efforts that resonate on a personal level – transforming generic messages into conversations donors want to be part of.

Customer Support 52

Customer Support CRM Analytics Benchmark 52

Lumoa

FEBRUARY 14, 2024

From lead conversion rates (CVR), click-through rates (CTR), and Net Promoter Scores (NPS), companies use multiple metrics to analyze the effectiveness of their CX strategy. The internet has no shortage of platforms for consumers to share their unfiltered opinions about businesses.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

VirtualPBX

JANUARY 5, 2024

VirtualPBX, an industry trailblazer in cutting-edge telephony solutions, has recently unveiled a noteworthy gift for its users— Add-Ons. Telephony administrators can now gain insights into call patterns, duration, and frequency, allowing them to identify areas of improvement and make informed decisions.

voip 59

voip Analytics CRM Metrics 59

Playvox

FEBRUARY 27, 2024

WEM solutions combine several elements – including quality management (QM) and workforce management (WFM) – that allow contact centers to go beyond decreasing operating costs to elevating and empowering agents with tools to schedule, evaluate, motivate, recognize, and reward your workforce at scale. Attract new talent?

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

Vistio

MARCH 11, 2024

Set Clear Training Objectives and Performance Metrics In order to accurately assess the effectiveness of your agent training programs, it’s essential to have a clear set of objectives in place, along with accompanying performance metrics to track progress. But don’t worry—it’s not as daunting as it sounds.

First call resolution 52

First call resolution Contact Center Best practices Coaching 52

Playvox

JANUARY 25, 2024

Automation solutions go hand in hand with workforce optimization, and are in fact, sometimes synonymous with WFO. Warren Buffet said “It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.” This guide will explore the whats, hows, and whys of workforce optimization.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

NobelBiz

MARCH 12, 2024

Customer demands are ever-changing and more often than not, they become more and more difficult to keep up with for a lot of businesses. Customers today expect seamless and personalized interactions across all touch points. Disjointed experiences not only frustrate customers but also hinder businesses from nurturing loyalty and trust.

Customer Experience 52

Customer Experience Management Omni-channel support Journey mapping 52

Fonolo

SEPTEMBER 21, 2023

The 4 Most Important Call Center Agent Performance Metrics 1. This call center metric is an essential gauge of customer perception — how they perceive your product and service. Improving call center agent performance can seem overwhelming, and you might wonder where to start. Set your KPIs You can’t change what you don’t measure.

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87

VirtualPBX

APRIL 10, 2024

This is where we collaborate closely with you to tailor solutions to your unique needs and objectives. We’re dedicated to providing communication solutions that exceed your expectations. It serves as a central point where customers can reach out for assistance and support through various channels.

Contact Center 59

Contact Center Wait times CRM Healthcare 59

Hodusoft

DECEMBER 21, 2023

Leveraging Advanced Call Center Software- Enhancing FCR in Banks and Financial Institutions Witness the evolution of the banking and financial landscape as it progresses into a new era of customer service excellence, driven by cutting-edge technology and real-time statistical insights.

call center software 64

call center software Banking Call Center First call resolution 64

Fonolo

DECEMBER 15, 2022

The Executive Guide to Improving 6 Contact Center Metrics. Leveraging customer data will be key here — by gathering these insights, you’ll be able to pinpoint what keeps your customers engaged, and how you can keep them from going to your competitors. That all depends on the goals your contact center sets. Improve the Customer Journey.

Call Center 138

Call Center Contact center software Abandon rate Self service 138

TeamSupport

DECEMBER 8, 2023

While there are many options to choose from, be sure to keep these eight factors in mind before you commit to a solution. Do you need an enterprise solution, or do you have a smaller group that just needs a modern ticketing system to simplify their workflow? Is your company prepared to deliver exceptional post-sale customer support?

Customer Support 105

Customer Support Analytics Upselling Customer centricity 105

VirtualPBX

DECEMBER 21, 2023

This culmination promises unmatched insights into call patterns, customer sentiments, and agent performance, empowering you to optimize your communication strategies like never before. In today’s fast-paced business environment, data is power, and with these reports, you’re about to unlock a treasure trove of insights.

Interactive Voice Response 104

Interactive Voice Response Analytics Enterprise Metrics 104

AWS Machine Learning

APRIL 18, 2024

All of this, and more, is now possible with our newest sample solution, Live Meeting Assistant (LMA). It uses Amazon Transcribe for speech to text, Knowledge Bases for Amazon Bedrock for contextual queries against your company’s documents and knowledge sources, and Amazon Bedrock models for customizable transcription insights and summaries.

APIs 95

APIs Accountability Analytics Entertainment 95

JustCall

APRIL 15, 2024

Spam filters and call screening tools further complicate matters, increasing the demand for dialing solutions to improve call connect and pickup rates. TL;DR: Quick Summary Call connect and pickup rates are crucial metrics in call centers. An increasing call contact rate shows call center efficiency and customer satisfaction.

Call Center 52

Call Center Multichannel Benchmark CRM 52