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 Metrics 128

Callminer

NOVEMBER 12, 2018

Each year we love to recognize our customers and allow them to share their speech analytics journey with the rest of our CallMiner users.

Analytics 207

Analytics 207

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

ShepHyken

FEBRUARY 26, 2018

Can awful airline customer service be overridden with AI and analytics? The post 5 Top Customer Service Articles For the Week of February 26, 2018 appeared first on Shep Hyken. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. by Scott Kendrick.

Airlines 195

Airlines Customer Service Chatbots Analytics 195

DMG Consulting

OCTOBER 18, 2017

DMG Consulting Releases 2017 – 2018 Speech Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 12th annual Speech Analytics Product and Market Report. 10/18/2017.

Consulting 48

Consulting Consulting Analytics Marketing 48

CSM Magazine

JULY 17, 2023

BigChange has launched a series of Analytics Dashboards to display critical business information for field service firms. The company has also featured in the Sunday Times Tech Track 100 in 2018, 2019 and 2020 and was named in the 2018 Deloitte Technology Fast 50.

Analytics 52

Analytics Finance CRM Engineering 52

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

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

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

DMG Consulting

AUGUST 21, 2017

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store.

Consulting 48

Consulting Consulting Analytics Marketing 48

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

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

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

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

DMG Consulting

FEBRUARY 7, 2018

2018 Enterprise Service Goals . In December 2017 and January 2018, participants were asked to identify and select their top servicing objectives from a list of 33 choices, and were also invited to write in additional goals. Top 10 for 2018. Improving customer journey mapping and analytics. Improving productivity.

Enterprise 48

Enterprise Journey mapping Contact Center Consulting 48

DMG Consulting

AUGUST 9, 2018

DMG Consulting Releases 2018 Intelligent Virtual Agent Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2018 Intelligent Virtual Agent Product and Market Report. About DMG Consulting LLC.

Virtual Agent 48

Virtual Agent Consulting Consulting Interactive Voice Response 48

DMG Consulting

AUGUST 3, 2018

DMG Consulting Releases 2018 Robotic Process Automation Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2018 Robotic Process Automation Product and Market Report.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

MAY 7, 2018

DMG Consulting Releases 2018 Knowledge Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2018 Knowledge Management Product and Market Report. When: Today, 12 March 2018.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

MAY 25, 2018

DMG Consulting Releases 2018 Contact Center Workforce Optimization Market Share Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 23 May 2018. New-gen solutions are the future of this mature sector.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Customer Experience Matters

APRIL 4, 2018

Clicktale Overview: Clicktale is a leading provider of ‘Experience Analytics’ software. Unlike other analytics platforms, Clicktale’s Experience Cloud helps improve customer experiences Read More. The post Winners: 2018 CX Vendor Excellence Awards appeared first on Customer Experience Matters®. Congratulations!

Analytics 50

Analytics Customer Experience 50

DMG Consulting

MARCH 16, 2018

DMG Consulting Releases 2018 – 2019 Workforce Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2018 – 2019 Workforce Management Product and Market Report.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

JANUARY 17, 2018

DMG Consulting Releases 2017 – 2018 Workforce Optimization Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 – 2018 Workforce Optimization Product and Market Report.

Consulting 48

Consulting Consulting Marketing Gamification 48

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

Infinity

DECEMBER 19, 2018

2018 has seen copious amounts of highs and lows. Without further ado, here’s Infinity’s roundup on marketing in 2018. As mentioned previously, 2018 has seen a turbulent rollercoaster ride of events, political nuances, and economic changes that are dictating the way our customers are spending their money.

Marketing 61

Marketing Big data Customer centricity Education 61

Monet Software

FEBRUARY 15, 2019

Verint Monet a pioneer in cloud-based Workforce Optimization, announced today that its WFO solution, Monet WFO received 2018 CUSTOMER Magazine Workforce Optimization Innovation Award from TMC. The post Verint Monet Receives 2018 CUSTOMER Magazine Workforce Optimization Innovation Award appeared first on Monet Software.

CRM 54

CRM Quality management Contact Center Analytics 54

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

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 4 December 2018.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Monet Software

FEBRUARY 15, 2019

TMC , a global, integrated media company, has named Monet WFO as a 2018 Cloud Computing Excellence Award winner, presented by Cloud Computing Magazine. Monet WFO, Workforce Optimization in the Cloud is a unified suite for contact centers and help desks to automate workforce management, quality management, performance management and analytics.

Quality management 54

Quality management Contact Center Analytics Marketing 54

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

Liveops

DECEMBER 27, 2018

When it comes to running or working with a contact center in 2019, there is a lot leaders can learn from what experts had to say about the state of customer service in 2018. Here’s what the experts said about customer service in 2018: 1. Insights Report] 2018 Call Center Industry Report. That’s a wrap on 2018!

Contact Center 81

Contact Center Customer Service Call Center Virtual Agent 81

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

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

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

aircall

DECEMBER 13, 2018

Data in this report comes from a February 2018 survey of 475 U.S. Our final survey question asked respondents to consider the following: “What one change do you believe would have the most positive impact on your organization’s customer support operations in 2018?”. How are they designing their customer support strategies as a result?

Surveys 54

Surveys Customer Support B2C CRM 54