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

Talkdesk

FEBRUARY 16, 2021

Find your way back to best practices. But to turn these initial gains into sustainable, long-term benefits and a competitive advantage, companies are going to have to move past survival mode and start to adopt CX best practices and technology. . You rely on outdated analytics and business success metrics.

Customer Experience 139

Customer Experience Cloud contact Contact Center Best practices 139

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

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

Calabrio

SEPTEMBER 4, 2018

Best Practices C3 2018 Speaker Spotlight: Q&A with Robin Gomez, Radial, a bpost company Share We are just a week out from Calabrio Customer Connect (C3), September 10-13 at the Gaylord Opryland Resort & Convention Center in Nashville. Check out the latest from the 2018 Speaker Spotlight series.

Best practices 52

Best practices Analytics Feedback 52

TechSee

JANUARY 25, 2023

As Volta Charging ’s Vice President of Service Operations, he leads the field service, customer support, and operational analytics functions. She joined IFS in 2018 to create Future of Field Service , previously spending more than a decade as the publisher and Editor-in-Chief of Field Technologies Online. How to sift through it all?

Automotive 41

Automotive Management Enterprise B2B 41

Calabrio

AUGUST 24, 2018

Best Practices C3 2018 Speaker Spotlight: Q&A with Tyler Dibble, LendingClub Share In the latest installment of our Calabrio Customer Connect (C3) 2018 Speaker Spotlight series, were highlighting customer presenter Tyler Dibble, senior manager of operations and workforce management at LendingClub.

Best practices 52

Best practices Analytics Call Center Feedback 52

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

Taylor Reach Group

JUNE 27, 2018

With that, here are some of the events taking place in July 2018 (in chronological order) with direct links to each event: Enterprise World 2018: July 10-12, Toronto, ON. OpenText Enterprise World 2018 is the world’s largest information conference. Chief Data & Analytics Officer Singapore: July 24-25, Singapore.

Contact Center 48

Contact Center Customer Experience Enterprise Analytics 48

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

HGS

MAY 2, 2018

At the current rate, digital is expected to overtake voice in 2018. Together they shared insights gleaned at a recent CX roundtable, including: tips for getting started on the digital transformation journey, best practices for measuring digital success, and lessons learned from bots and artificial intelligence (AI) integration.

Customer Experience 100

Customer Experience Multichannel Chatbots Banking 100

Taylor Reach Group

MAY 24, 2018

With that, here are some of the events taking place in June 2018 (in chronological order) with direct links to each event: The 2018 Canadian Telecom Summit: June 4-6, Toronto, ON. 2018 SWPP Annual Conference: June 4-6, Nashville, TN. Big Data & Analytics for Retail Summit : June 6-7, Chicago, IL.

Contact Center 48

Contact Center Healthcare Best practices Call Center 48

GetFeedback

AUGUST 14, 2019

To give you a window into how the industries fared on this metric, here are the top 10 industries based on their scores for 2018. Go beyond basic analytics. Download our free Customer Satisfaction Score toolkit for customer satisfaction best practices, a free CSAT survey template, and much more. It’s not a quick fix.

Journey mapping 155

Journey mapping Surveys Customer centricity Feedback 155

ProProfs Blog

DECEMBER 14, 2018

It’s 2018: Your customers need an easy way to contact your company and receive prompt feedback. Be sure to follow these best practices when using a live chat service for real-time customer feedback. #5 It’s also free – you can access most data you’ll ever need using Google Analytics. 5 On-site activity and bounce rates.

Feedback 145

Feedback Surveys Analytics Customer Support 145

Taylor Reach Group

MARCH 26, 2018

With that, here are some of the events taking place in April 2018 (in chronological order) with direct links to each event: Ecommerce Operations Summit April 3 – 5, Columbus, OH. Smart Customer Service 2018 April 9 – 11, Washington, DC. CRM Evolution 2018 – Conference and Expo April 9 – 11, Washington, DC. This is it.

Contact Center 51

Contact Center Call Center Customer Experience Big data 51

NICE inContact

MARCH 15, 2018

The Interactions 2018 agenda is built with you in mind, so you can deliver the most exceptional customer experience directly to your customers. With so much to see and do in three days, make sure to get the most out of your time at Interactions 2018 by planning in advance with the Interactions 2018 Agenda Preview !

Customer Experience 48

Customer Experience Education Analytics Customer Service 48

Clarabridge

MAY 9, 2018

Breaking it Down with Best Practices and Brecht: C3 2018 Day 1 Recap. These two took attendees through best practices for establishing a successful CEM program. Milan then took us to school about best practices when it comes to using data visualizations to help communicate that story clearly.

Journey mapping 40

Journey mapping Best practices Contact Center Feedback 40

CSM Magazine

DECEMBER 14, 2017

Eleven organizations have been shortlisted to win the 2018 Customer Contact Innovation Awards. This year’s innovations reveal a powerful range of the best approaches to improve your customer operations” explains Paul Smedley, Founder and Chair, The Forum. Homeserve – Putting the customer first, by engaging our people.

Best practices 40

Best practices Banking Coaching Employee engagement 40

Aspect

JULY 15, 2019

diligent in adhering to the rules and best?practices practices surrounding outbound calling protocols , as well as for consumers. These developments include call technology that utilizes analytics to block calls that conform to various callings patterns and characteristics set by carriers. 2018 Aspect ?Consumer

Telecommunications 112

Telecommunications Contact Center Education Best practices 112

Mindtouch

MAY 11, 2018

During my second and third days at Google I/O 2018, I learned quite a few things: the future of the web is immersive; design should include everybody no matter the medium; and great products come from designing with your users. PS Be sure to read my recap of Google I/O 2018 Day 1 ! dev/SpeedToolsOverview.

Engineering 48

Engineering Best practices Education Technology 48

Altivon

OCTOBER 11, 2017

As always, she wove a clear narrative through the hour-long discussion on key topics including omnichannel, analytics, artificial intelligence and the operational challenges presented by change. Data Mining and Analytics. The full recording is available at “ Preparing Your Contact Center for 2018 ”. Here are a few highlights.

Contact Center 40

Contact Center Analytics contact center solutions Coaching 40

aircall

JANUARY 24, 2022

Forbes reports that companies lost up to $75 billion in 2018 because of poor customer service. Analytics – Track key performance indicators for individuals and teams, so you can identify weak points, coach call agents, and make overall improvements in customer service. 10 Best Practices for Making Customers Feel Important.

Call Center 126

Call Center Best practices call center software CRM 126

Lumoa

APRIL 3, 2018

Best practices of NPS collection Here we've collected the best practices, tips and most common problems our customers come across when implementing and, later, using NPS. That's where text analytics technologies come into play. Top performing companies in March 2018 according to NPS Benchmarks.

Benchmark 126

Benchmark Feedback Best practices Metrics 126

Eptica

MAY 16, 2018

Date: Wednesday, May 16, 2018 Author: Anne-Claire Bellec How artificial intelligence can transform your customer experience. Published on: May 16, 2018. Author: Anne-Claire Bellec When interacting with brands, consumers want the process to be easy , effective and based on an understanding of their emotions and the individual needs.

Customer Experience 69

Customer Experience Chatbots Self service Best practices 69

Livepro

JULY 17, 2018

livepro’s third annual Customer Experience Knowledge Management Forums are back in 2018 bigger and better than ever before. KEYNOTE SPEAKER SYDNEY 30th AUGUST 2018. Topic: ‘Using Analytics to improve Customer Experience’. KEYNOTE SPEAKER MELBOURNE 12th SEPTEMBER 2018. Since joining COPC Asia Pacific Inc.

Transportation 40

Transportation Government Multichannel Consulting 40

Eptica

NOVEMBER 28, 2018

Date: Wednesday, November 28, 2018 Author: Pascal Gauvrit - CTO Can your customers trust you? Published on: November 28, 2018. Sharing best practice Since the GDPR was announced, we’ve been working closely with our customers to help them prepare. GDPR and CX - six months on. Share this page on: Tweet.

Best practices 66

Best practices APIs Personalization Analytics 66

Eptica

NOVEMBER 7, 2018

Date: Wednesday, November 7, 2018 Author: Olivier Njamfa - CEO & Co-Founder 3 ways to deliver real value from Voice of the Customer insight. Published on: November 07, 2018. Brands also need to understand indirect feedback, such as mentions on social media and review sites and incorporate these sources into their VoC programs.

Best practices 66

Best practices Analytics Feedback Surveys 66

Eptica

DECEMBER 19, 2018

Date: Wednesday, December 19, 2018 Author: Anne-Claire Bellec - Marketing Director How good is Santa at Customer Experience? Published on: December 19, 2018. And this is an area where Santa falls down. There’s no survey process where children and parents can provide feedback or offer suggestions for improvements.

Customer Experience 65

Customer Experience Best practices Feedback Analytics 65

Eptica

OCTOBER 31, 2018

Date: Wednesday, October 31, 2018 Author: Pauline Ashenden - Marketing Manager Delivering public sector customer experience at a time of change. Published on: October 31, 2018. Drive efficiency The public sector has to operate within tight financial constraints. Share this page on: Tweet. How CX is central to Digital Transformation.

Customer Experience 66

Customer Experience Chatbots Self service Best practices 66

Eptica

NOVEMBER 12, 2019

For example, the author of the WSJ article listened to earnings calls for 50 S&P 500 companies in 2018 and found that NPS was mentioned 150 times. AI and Text Analytics allow you to extract this type of qualitative insight from customer conversations and even help understand customer emotions. Share this page on: Tweet.

Airlines 74

Airlines Metrics Best practices Analytics 74

3CLogic

MAY 12, 2020

As of 2018, enterprises averaged 129 applications per company. Case in point, recent developments in speech analytics and customer sentiment scoring can allow for all customer interactions to be automatically transcribed and analyzed to draw attention to instances where coaching or intervening might be warranted.

Coaching 83

Coaching Analytics Best practices CRM 83

Infinity

APRIL 10, 2018

First, it’s essential to understand what potential clients are looking for when they turn to the web – something analytics can make clear for you. Identifying key performance indicators helps every business understand what works best for them. billion people by the end of 2018. Know what’s worked in the past.

Automotive 49

Automotive Advertising Best practices Analytics 49

Eptica

FEBRUARY 6, 2019

Reading through qualitative data, such as free text interaction was once a time-consuming, often manual process but now you can do it at scale using AI and text analytics. Reviewing 2018 – our top 10 blog posts from the year. Share this page on: Tweet. Why 2019 is all about trust for brands and consumers.

Automotive 73

Automotive Best practices Banking Customer emotions 73

Eptica

DECEMBER 12, 2018

Date: Wednesday, December 12, 2018 Author: Pauline Ashenden - Marketing Manager How CX is central to Digital Transformation. Published on: December 12, 2018. These bring together people and skills from across the business into a cross-functional team, focused on the customer and supported by technology. Share this page on: Tweet.

Best practices 65

Best practices Marketing Chatbots Self service 65

Eptica

APRIL 11, 2018

Date: Wednesday, April 11, 2018 Why brands need to capture deeper customer insight from unstructured data. Published on: April 11, 2018. The good news is that this is now changing, thanks to new technologies: Text analytics, which automates the process of analyzing unstructured data to enable it to be better understood.

Best practices 50

Best practices Surveys Analytics Feedback 50

Comm100

APRIL 17, 2018

Through the use of analytics tools like Google Analytics and Heatmaps, you can point out problems in your customer’s browsing experience. Improving Customer Experience (CX) is widely cited as a number 1 priority for companies in 2018 and beyond. Monitor Customer Behavior.

Feedback 96

Feedback Surveys Analytics Customer Service 96