ShepHyken

AUGUST 4, 2016

But customer analytics have more to tell you than scores alone. Customer analytics, used appropriately, can be the healing salve for a broken internal culture. Read Shep’s latest Forbes Article: The State Of The Customer Experience 2016. By reading between the lines, the shape of your company’s internal culture can emerge.

Analytics 202

Analytics Employee engagement Morale Surveys 202

Callminer

JULY 11, 2016

The post 3 Key Takeaways From #CallCenterWeek 2016 in Las Vegas, NV appeared first on CallMiner. This year’s #CallCenterWeek (CCW) in Las Vegas, NV showcased what is becoming increasingly clear: Customers expect service on their own terms whenever they need it, in whatever digital […].

call center professionals 140

call center professionals Education Call Center Customer Service 140

Beyond Philosophy

AUGUST 29, 2016

Predictive Analytics is a field exploring this idea in detail. In predictive analytics, analysts use predictive modeling, which is using statistics to predict what will happen next. Whether you know about predictive analytics already or not, you certainly have personal experience with the concept.

Consulting 278

Consulting Consulting Analytics Customer emotions 278

Contact Center Pipeline

DECEMBER 2, 2016

Thank you for making us a part of your journey in 2016. December is always a wonderful time of reflection to examine our goals, accomplishments and challenges and to look forward to another opportunity in the new year to continue on our journey. As our way of saying Thank You, please feel free to start, […].

Contact Center 100

Contact Center First call resolution Analytics Call Center 100

Lumoa

JUNE 4, 2018

Finnish SaaS company Lumoa , which provides AI-powered customer experience analytics software for medium and large sized companies across the Nordics, has announced €650 000 in funding. The global customer journey analytics market size will reach $12.22 Headquartered in Helsinki, Finland, Lumoa was founded in 2016.

Analytics 113

Analytics Marketing Customer Experience Telecommunications 113

NICE inContact

AUGUST 30, 2016

Here are five ways to get ready to transform customer experiences at ICUC 2016: 1. Analytics and Platform. By attending ICUC 2016, you can explore new ways to transform customer experiences. The post Get Ready to Transform Customer Experiences at ICUC 2016 appeared first on inContact Blog. Technical Training.

Customer Experience 78

Customer Experience Best practices Contact Center Feedback 78

CCNG

OCTOBER 19, 2022

Forrester, 2016) 55% of CX professionals believe their companies will be too slow and face disruption from more innovative, nimble, and customer-focused competitors. Forrester, 2016) The average email survey response rate is 24%. Fluid Survey, 2014) 75% of people complete surveys on their mobile.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

TechSee

MAY 1, 2018

Utilities recognize that in the short-term, investment in AI can deliver the highest ROI in terms of improving speed and efficiency, enabling better data processing and analytics, and enhancing the customer experience (CX). According to Priori data, the global smart thermostats market grew 56% between Q2 2016 and Q2 2017 to $218.5M.

Analytics 132

Analytics Call Center Chatbots Self service 132

Customercount

OCTOBER 22, 2018

CustomerCountSM Adds Text Analytics to More Fully Support Business Intelligence New Reporting Component Takes Unstructured Data Verbatim Comments and Creates Sentiment Analysis INDIANAPOLIS, IN (August 1, 2016) – CustomerCountSM, the online customer feedback management system, has teamed with Montreal … Continue reading → The post CustomerCount, (..)

Analytics 64

Analytics Feedback Management 64

CSM Magazine

MAY 23, 2016

The annual survey gauged the views of global leaders – across all major industries – within customer experience, service, insight, digital and marketing, on the changes that will be defining the industry in 2016. Download The Global State of Customer Experience 2016 here. About the Author.

Customer Experience 56

Customer Experience Employee engagement CRM Analytics 56

Callminer

DECEMBER 17, 2019

Tools like speech analytics solutions help monitor QA, ensure compliance, and provide insights that aid in agent performance management , as well. A survey of global contact center industry leaders carried out from November to December 2016 found that some 66 percent of their organizations were located in the U.S.”

Call Center 207

Call Center outsourcing Contact Center Finance 207

Calabrio

SEPTEMBER 21, 2016

The contact center as profit driver: it keeps popping up on lists of top business trends for 2016. In addition to the low level of data capture, almost half of all organizations (40%) have no contact center analytics capabilities. The post How Analytics Technology is Changing the Contact Center appeared first on Calabrio.

Contact Center 59

Contact Center Analytics Technology Enterprise 59

Contact Center Pipeline

JUNE 2, 2016

Summer is almost upon us at Contact Center Pipeline. We would love for you to tuck us in your beach bag or enjoy us poolside. Enter Summer2016 in the coupon code during checkout and receive 50% off your digital or print subscription. Here is what you’ll find in our June issue: FEATURE ARTICLES Upgrade the […].

Contact Center 100

Contact Center Self service Analytics Call Center 100

Contact Center Pipeline

SEPTEMBER 6, 2016

Vacations are dwindling down. Schools are ramping up. We’re planning our agent celebrations for Customer Service Week next month. It is a busy time of year. Our September issue focuses on many agent issues; performance metrics, attendance, agent desktops, employee engagement, customer experience…and more.

Contact Center 100

Contact Center Employee engagement Metrics Customer Experience 100

Contact Center Pipeline

MARCH 30, 2016

Despite the growing significance placed on analytics skills and a multichannel orientation for contact center leadership, as well as high demand for management and senior-level executives due to reshoring, findings from TeleManagement Search’s 2016 annual salary report revealed that base salaries for these functions have remained relatively flat, says (..)

Multichannel 100

Multichannel Management Contact Center Analytics 100

CSM Magazine

DECEMBER 14, 2015

As a part of these publications, Temkin is calling 2016 “The Year of Emotion.” ” Here are the 10 customer experience trends to watch in 2016: 1. Speech Analytics Piloting. Predictive Analytics Personalizing. Effort Metric Expanding.

Customer Experience 45

Customer Experience Journey mapping Analytics Metrics 45

TechSee

APRIL 10, 2018

These new practices rely heavily on technology and its proper integration and implementation, from data handling and advanced analytics to process adjustments, training and more. Gartner reports that the worldwide customer management BPO market is expected to grow at a compound annual growth rate (CAGR) of over 5.2% (CAGR 2016 through 2021).

Call Center 139

Call Center Technology outsourcing Self service 139

aircall

NOVEMBER 10, 2016

Dreamforce gave Salesforce an opportunity to unveil this year’s featured technology, Artificial Intelligence (AI) and machine learning : a way for companies to allow those of us who are not “data geniuses” to use predictive analytics. Aircall (@aircall) 18 novembre 2016. Dan Ring (@DanRing3) 19 octobre 2016.

Analytics 48

Analytics Sales Call Center Technology 48

Win the Customer

SEPTEMBER 5, 2017

billion in 2016, will expand at a compound annual growth rate of 10.16 Over eight percent of small businesses suffered burglary or theft in 2016, a survey of 1,000 small business owners by Insureon found. The global security solutions market, valued at $206.69 percent to reach $372.90 billion by 2022, the report projects.

Surveys 115

Surveys Sales Marketing Analytics 115

Natalie Petouhof

JANUARY 19, 2016

Tweet I’m here with my colleagues, Holger Mueller @holgermu and Doug Henschen @ DHenschen , covering the #OracleCloud Summit 2016 in NYC at the Waldorf Astoria @ WaldorfNYC. BTW the Waldorf Astoria has great customer service!!!).

B2B 60

B2B SaaS B2C Advertising 60

Aspect

DECEMBER 27, 2017

2016 saw an explosion of interest and investments in chatbots, as I wrote in my last annual recap. Much like in 2016, this year I’ve had countless conversations about chatbot needs with numerous customers, prospects, and partners around the globe, and it’s clear to me that as an industry we have made progress. Let’s have a look.

Chatbots 116

Chatbots Contact Center Interactive Voice Response Enterprise 116

LiveChat

JUNE 8, 2016

If a company wants to be successful in 2016, its salespeople must be agile high-performers. As digital disruption enables sales to become part of understanding the whole digital and analytical process, driving towards shared goals is one of the success factors that will differentiate advanced sales and marketing teams from the rest.

Sales 48

Sales Analytics Marketing B2B 48

AWS Machine Learning

FEBRUARY 21, 2025

Context (Snippet from PDF file) Question Answer THIS STRATEGIC ALLIANCE AGREEMENT (Agreement) is made and entered into as of November 6, 2016 (the Effective Date) by and between Dialog Semiconductor (UK) Ltd., With a background in AI/ML, data science, and analytics, Yunfei helps customers adopt AWS services to deliver business results.

Benchmark 82

Benchmark Metrics Engineering Feedback 82

Talkdesk

MAY 18, 2016

Opentalk 2016 was a whirlwind. Talkdesk unveiled Customer Sentiment Score , our first predictive analytic, that enables companies to actively assess churn and take proactive steps to prevent it. We’ll be posting more about Opentalk 2016, with rundowns of all the panels and insights into all the happenings. Segmentation.

Airlines 40

Airlines Customer centricity Metrics Self service 40

Customer Interactions

OCTOBER 21, 2016

In this week’s CMO Perspectives it is painfully apparent that the need to understand and embrace technology, analytics and big data will lead the charge between what makes a successful CMO and the ones left behind; We feature Avi Dan for Forbes on why many CMOs will fail in the era of Big Data.

Big data 63

Big data Marketing Analytics Technology 63

Spearline

MAY 10, 2021

In 2016, only 5% of contact centers had voice biometrics implemented. Poor audio quality could result in inaccurate analytics or, worse still, the inability to utilize the data contained within a call. Poor audio quality could result in inaccurate analytics or, worse still, the inability to utilize the data contained within a call.

Telecommunications 98

Telecommunications Contact Center Analytics Chatbots 98

Vonage

AUGUST 30, 2016

We’ve kicked off our Dreamforce 2016 prep with a Gold Sponsorship, and we’ve officially launched our microsite , which details our party, booth information and meeting details. Here are just a few ways you can connect with NewVoiceMedia at Dreamforce 2016. . And this year promises to be our biggest Dreamforce yet.

Sales 86

Sales Analytics Personalization Customer Experience 86

Talkdesk

APRIL 12, 2016

TOPO Sales Summit 2016 examined many of the facets of a successful sales strategy. Process analytics. “At Kristina’s talk was just one of eight session in TOPO Summit 2016’s Development track. The past few years have seen significant advances in sales strategies and practices. Integrated contact sources. Multi-touch execution.

Sales 40

Sales Outbound sales call center software Accountability 40

Beyond Philosophy

NOVEMBER 8, 2017

Maybe it’s just analytical complacency. Maybe this is because ‘customer satisfaction’ is such a ubiquitous phrase that it’s thought to be a standard for understanding behavior and designing experiences. Webster’s Dictionary, for instance, defines ‘satisfy’ as, “To make content or appease, to fulfill requirements.”

Consulting 150

Consulting Consulting B2B Metrics 150

aircall

OCTOBER 26, 2016

Our cutting-edge call center software is filled with advanced features including live analytics and collaborative features that empower your agents. The post Aircall Named a Call Center Software Leader by GetApp for Q4 2016 appeared first on Aircall Blog. Aircall – Call center software of a new generation. Try Aircall for free.

call center software 48

call center software Call Center Interactive Voice Response Analytics 48

aircall

OCTOBER 26, 2016

Our cutting-edge call center software is filled with advanced features including live analytics and collaborative features that empower your agents. The post Aircall Named a Call Center Software Leader by GetApp for Q4 2016 appeared first on Customer Experience & Cloud Call Center | Aircall Blog. Have you ever tried Aircall?

call center software 48

call center software Call Center Interactive Voice Response Analytics 48

Natalie Petouhof

DECEMBER 1, 2015

Microsoft’s customer engagement solution, Dynamics CRM 2016, will be available worldwide. In addition, Dynamics CRM 2016 is also delivering significant enhancements in productivity, mobility and customer service: Productivity – Capabilities in CRM 2016 are seamlessly embedded into productivity tools, including Office 365.

CRM 56

CRM Analytics Sales Self service 56

Avaya

JUNE 7, 2016

The number of innovations developed on Breeze since its launch in March 2016 has been amazing, especially for an industry that has traditionally been focused on not empowering customers and partners to do things on their own. The post 2016 DevConnect Award Winners Choose to Innovate on Avaya appeared first on Avaya Connected Blog.

Self service 40

Self service Contact Center Analytics Marketing 40

Natalie Petouhof

MARCH 3, 2016

Tweet Enterprise Connect 2016 is a leading conference and exhibition for enterprise communications and collaboration in North America. It is being held March 7-9th, 2016 in Orlando, Florida. Sheila McGee-Smith, McGee-Smith Analytics. Sheila McGeeSmith, McGee-Smith Analytics. Paul Weber, Interactive Intelligence.

Enterprise 40

Enterprise Customer Experience Contact Center Analytics 40

Natalie Petouhof

MARCH 10, 2016

Tweet Direct Marketing News is honored to announce the 2016 Honorees to the Marketing Hall of Femme! On April 8, 2016, we’re celebrating all of their outstanding achievements and more. These incredible women have storied careers, take risks, and push the industry and their companies forward with their edgy marketing strategies.

Marketing 40

Marketing Education Technology Personalization 40

Spearline

JUNE 1, 2021

However, advancements in artificial intelligence have paved the way for better analytics for calls coming into businesses. of all contact centers have implemented speech biometrics, up from 5% in 2016, gathering information from each call in order to identify the best way to proceed. The future of the Contact Center.

Contact Center 98

Contact Center Telecommunications industry standards Analytics 98

Contact Center Pipeline

JANUARY 4, 2017

This is the follow-up to our widely read 2016 report with year-to-year comparisons. […]. You will also find the survey findings of the industry’s top priorities and challenges for 2017, a survey project conducted with Strategic Contact.

Contact Center 100

Contact Center Surveys Analytics Call Center 100