Aspect

DECEMBER 27, 2017

What happened in 2017, and what will 2018 bring? Accordingly, I expect to see a range of new solutions see the light of day in 2018; solutions that bring the old solutions like Interactive Voice Response (cue the robotic ‘press 1 for English’ script) into the 21 st century, on a channel people actually like to use. Let’s have a look.

Chatbots 116

Chatbots Contact Center Interactive Voice Response Enterprise 116

Peter Lavers

FEBRUARY 27, 2018

We’re delighted to announce that WCL Customer Management’s founding director Peter Lavers will be participating at IBM Watson’s showcase Think 2018 conference in Las Vegas in March. You can find out more and register to attend at the Think 2018 website. The post Think 2018 appeared first on Think CX.

CRM 100

CRM Customer Experience Marketing Personalization 100

SharpenCX

OCTOBER 27, 2021

Centricity is a new home warranty provider and leader in insurance services that’s been a customer of ours since 2018. Contact center leaders turned to customer and agent analytics to catapult performance to new heights. Centricity’s leadership team uses agent and customer analytics to make better decisions.

Analytics 128

Analytics Coaching Contact Center First call resolution 128

CCNG

OCTOBER 19, 2022

Lumoa , 2018) In 2019, customer experience will continue as a major factor in how companies do business. Forrester, 2018) Over 80% of organizations expect to compete mainly based on CX, meaning that the skill of realizing benefits will be in high demand. Here are over 100 customer experience stats and trends for you to discover.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Vonage

MARCH 26, 2018

Three years ago, Gartner predicted that more than half of businesses would implement significant changes to improve customer experience by 2018. We recently partnered with Bluewolf and Salesforce for a webinar on how today’s best service organizations are enabling those types of interactions, and the trends they will be focusing on in 2018.

Customer Service 91

Customer Service Contact Center Customer centricity Coaching 91

Callminer

APRIL 20, 2018

As your customers demand to address less complex issues with self-service , for example, you should adopt self-service analytics using business intelligence to analyze self-service interactions via interactive voice response (IVR), self-service websites, and chatbots.

Best practices 186

Best practices Contact Center Customer Experience Interactive Voice Response 186

ShepHyken

SEPTEMBER 23, 2019

billion in 2019 — a 44% increase over 2018. Content marketing, social media, customer feedback, customer support, and training and analytics… These aren’t just buzz words. The technology is already making an impact across many industries. According to IDC, worldwide spending on AI systems is forecast to reach $35.8

Journey mapping 264

Journey mapping Customer Service B2B Analytics 264

ShepHyken

APRIL 13, 2018

These reasons are reflected by the CCW Executive Report on Contact Center Priorities for 2018, where increasing the “voice of the customer” strategy is the #3 contact center priority this year. Social Media.

Feedback 206

Feedback Contact Center Journey mapping Surveys 206

TechSee

FEBRUARY 12, 2018

We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. Companies can then use AI-driven predictive analytics tools to determine customer patterns or trends in order to better target their marketing offers, and enhance their relationship with customers. 360-degree view of your customer.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

TechSee

FEBRUARY 12, 2018

We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. Companies can then use AI-driven predictive analytics tools to determine customer patterns or trends in order to better target their marketing offers, and enhance their relationship with customers. 360-degree view of your customer.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

ShepHyken

FEBRUARY 18, 2019

According to the author of this article, three big technologies will impact CX; conversational bots, the Internet of Things (IoT) and analytics through machine learning (AI). SmarterCX) From the continued growth of ecommerce to the rise of experiential retail, 2018 saw a number of changes within the retail industry.

Customer Service 166

Customer Service Technology Analytics Customer Care 166

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. ” – 2018 Call Center Industry Report Reveals Call Center Innovation Lagging , Globe Newswire; Twitter: @GlobeNewswire , @Liveops. Sales Pursuits.

Call Center 207

Call Center outsourcing Contact Center Finance 207

Contact Center Pipeline

JANUARY 9, 2018

In June 2017, at Call Center Week in Vegas, OpenText Qfiniti received the Workforce Optimization Provider of the Year Award. During the evening gala, my colleague Matthew Storm went on stage to accept the award and gave the following statement: “The era of clunky call recording, bad coaching and crappy scheduling is over.” The audience […].

Coaching 160

Coaching Call Center Analytics Contact Center 160

ShepHyken

FEBRUARY 20, 2024

Before ISG, John was at Edible Arrangements and, before that, CEO of Kenosia, a data and analytics software company that was ranked #1 for customer experience four years in a row by Consumer Goods Magazine.

Customer retention 209

Customer retention Analytics Customer Experience Customer Service 209

aircall

MARCH 16, 2018

Our 2018 customer support strategy survey was sent to 475 industry leaders. Participants were asked to name the one change that would have the largest positive impact on their customer support strategy in 2018… Survey Responses Reveal Trends to Improve Customer Support. Some questions were straightforward. Improved Communication.

Customer Support 88

Customer Support Brand ambassadors Morale Surveys 88

Fonolo

JUNE 7, 2018

We’re about half-way through 2018, and the pace of acquisitions in the call center space has been brisk. It’s interesting that three of the five deals below are related to “analytics” or “intelligence” of customer behavior. In February, it acquired Altocloud which provides a cloud-based customer journey analytics package.

Call Center 79

Call Center Analytics APIs SaaS 79

TechSee

OCTOBER 23, 2018

These strategies are increasingly being explored with Gartner stating that by 2018, over 50% of companies will have redirected investments towards customer experience innovations. Customer Analytics. According to Gartner , by 2040, more than 40% of all data analytics projects will relate to an aspect of customer experience.

Personalization 157

Personalization Customer Service Chatbots Analytics 157

Avaya

JANUARY 16, 2018

40% of executives recently polled by Avaya rate their company’s customer experience as “poor” or “average,” and 93% say they’ll be focusing on improving customer experience in 2018. Think smaller in 2018…specifically, mobile apps. In 2018, major players will be defined by their understanding of this delicate balance.

Journey mapping 72

Journey mapping Contact Center Enterprise Personalization 72

Callminer

JUNE 12, 2018

Customer Contact Week (CCW), June 18-22, 2018, is shaping up to be bigger and better than ever before and CallMiner is excited to be a part of multiple activities during the event including hosting a Master Class Workshop, a Meet the Customer event, and Demo Theater Presentations, as well as the always popular CallMiner Moscow Mule Reception!

Multichannel 140

Multichannel Contact Center Analytics Cloud contact 140

Callminer

JUNE 12, 2018

Contact Center Week (CCW), June 18-22, 2018, is shaping up to be bigger and better than ever before and CallMiner is excited to be a part of multiple activities during the event including hosting a Master Class Workshop, a Meet the Customer event, and Demo Theater Presentations, as well as the always popular CallMiner Moscow Mule Reception!

Contact Center 140

Contact Center Multichannel Analytics Cloud contact 140

Customer Experience Matters

OCTOBER 1, 2018

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2018. The post Report: Net Promoter Score Benchmark Study, 2018 appeared first on Customer Experience Matters®. This is the seventh year of this study that includes Net Promoter® Scores (NPS®) on 342 companies across 20 industries.

Benchmark 71

Benchmark Banking Surveys Customer Experience 71

Stratifyd

JUNE 4, 2018

Gartner Cool Vendors in Analytics report recognizes Stratifyd as an innovator in analytics. Charlotte, NC (June 4, 2018) - Stratifyd, a technology company that provides AI-powered data analytics solutions to enterprise companies, was named a 2018 Cool Vendor in Analytics by Gartner in a report released on May 25th.

Analytics 65

Analytics Enterprise Technology 65

CallSource Insights

MARCH 19, 2019

Digital Marketing and Web Analytics. To implement an effective digital strategy, you need to track your digital marketing and web analytics. Web Analytics. Web analytics works alongside digital marketing. A lot of web analytics depend on digital marketing. As of 2018, almost 70% of U.S. Lower cost.

Advertising 72

Advertising Analytics Marketing Engineering 72

Tethr

MAY 29, 2023

In this session from the 2018 AI Growth Summit, we discuss speech analytics for marketing professionals and how it provides valuable insight.

Analytics 62

Analytics Marketing 62

Mindtouch

NOVEMBER 20, 2018

A successful OpenTalk 2018 indeed! As analytics have overtaken opinion, at least with regard to measuring the customer’s experience, a need to reconnect with customers at a human level has been pushed to the forefront. The post Blended Experiences Lower Effort: 5 Action Items from OpenTalk 2018 appeared first on MindTouch Blog.

Self service 80

Self service B2B SaaS Customer centricity 80

Up Your Service

SEPTEMBER 22, 2018

Service Council’s 2018 Smarter Services Symposium was held in Chicago with 250 delegates representing 100+ service organizations all gathering under the theme: “Service is Humanity”. Topics included disruptive technology, uberization of the workforce, data analytics, supply chains, employee culture, customer experience, and much more.

Metrics 74

Metrics Engineering Employee engagement Technology 74

Tethr

MAY 4, 2021

As a conversation analytics company, we get asked about real-time voice analytics a lot. Real-time , put simply, is when all those analytics take place in the space of a second, and then surface on the sales representative’s screen as a popup, score, or another form of immediate guidance. Like, a lot. ) Sounds great, right? .

Analytics 69

Analytics Sales Feedback Customer Experience 69

Customer Service Life

JANUARY 28, 2019

This article originally appeared on the OpusResearch blog on November 16, 2018. Thanks to advances in artificial intelligence, specifically natural language processing, and machine learning, the tide is beginning to turn as voice and chat analytics platforms are becoming more accessible, affordable, and insightful. Voice Analytics.

Analytics 60

Analytics Coaching Contact Center Engineering 60

AWS Machine Learning

MARCH 8, 2023

In this post, you will learn how Marubeni is optimizing market decisions by using the broad set of AWS analytics and ML services, to build a robust and cost-effective Power Bid Optimization solution. He has over 25 years of technology experience and has joined AWS in 2018. He holds a Ph.D. in Electrical Engineering and a B.S.

Marketing 101

Marketing Analytics APIs Engineering 101

Monet Software

OCTOBER 15, 2018

Monet’s next generation workforce optimization is a cloud-based solution that delivers workforce management, quality management, performance management and analytics from one unified, single-vendor source. The post 2018 Contact Center Survey Results appeared first on Monet Software. Find out more about Monet Workforce Optimization.

Contact Center 59

Contact Center Surveys CRM Quality management 59

Ian Jacobs

JUNE 28, 2018

The recently published report, “The Forrester New Wave™: AI-Fueled Speech Analytics Solutions, Q2 2018” report identified the 11 most significant players in this market: Aspect, CallMiner, Clarabridge, Cogito, Genesys, Invoca, Mattersight, NICE, OpenText, Tethr, and Verint.

Analytics 67

Analytics Marketing 67

Stratifyd

OCTOBER 4, 2018

Stratifyd is an end-to-end customer analytics platform. 16, 2018. The honorees are broken down by size: small, medium, large, and extra-large companies. Stratifyd has been featured in the medium-sized category. Data, such as star ratings, online comments, and customer sentiment are organized visually on an easy-to-use dashboard.

Customer retention 71

Customer retention Enterprise Analytics Surveys 71

West

NOVEMBER 16, 2017

The Blog 5 Steps to Optimize Customer Experience in 2018 appeared first on West Corporation. They're looking for the full experience, and you can take a few steps to optimize customer experience at your company in the next year.

Customer Experience 66

Customer Experience Marketing Best practices Interactive Voice Response 66

Tethr

MAY 4, 2021

As a conversation analytics company, we get asked about real-time voice analytics a lot. Real-time , put simply, is when all those analytics take place in the space of a second, and then surface on the sales representative’s screen as a popup, score, or another form of immediate guidance. Like, a lot. ) Sounds great, right?

Analytics 62

Analytics Sales Feedback Customer Experience 62

Tethr

MAY 4, 2021

As a conversation analytics company, we get asked about real-time voice analytics a lot. Real-time , put simply, is when all those analytics take place in the space of a second, and then surface on the sales representative’s screen as a popup, score, or another form of immediate guidance. Like, a lot. ) Sounds great, right?

Analytics 62

Analytics Sales Feedback Customer Experience 62

ShepHyken

DECEMBER 20, 2019

Salesforce conducted a survey in 2018. With our analytics and insight, we’ll help you improve visibility, responsiveness and control across all your customer-interaction channels. When we advocate for a business, we recommend it to other people. Positive recommendations are extremely valuable, helping businesses to grow.

Customer Experience 159

Customer Experience Customer retention Contact Center Customer effort 159