ShepHyken

JULY 29, 2019

And now, with the help of emotion detection and analytics, more companies are tuning into their customers’ feelings in an attempt to learn what makes them tick. The post 5 Top Customer Service Articles for the Week of July 29, 2019 appeared first on Shep Hyken. Will Emotion Detection Change Customer Experience Forever? by Andrew Mort.

Customer Service 305

Customer Service Enterprise Analytics Customer Experience 305

ShepHyken

FEBRUARY 18, 2019

Top Technology Trends That Will Reshape The Customer Experience In 2019 by Puru Govind. 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). 3 Customer Loyalty Trends for 2019 by SmarterCX Team.

Customer Service 164

Customer Service Technology Analytics Customer Care 164

DMG Consulting

OCTOBER 17, 2019

DMG Consulting Releases 2019 – 2020 Contact Center Analytics Product and Market Report. Expanded coverage driven by demand for omni-channel and customer journey analytics. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Consulting 48

Consulting Consulting Contact Center Analytics 48

Peter Lavers

FEBRUARY 21, 2019

What were the key themes coming out of my coverage of February’s IBM’s showcase global conference Think 2019 in San Francisco? I was delighted to be invited by IBM Watson to Think 2019 in my role as an IBM Futurist. Disregarding the obvious IBM and sector-related hashtags (#Think2019 appeared in them all!), DataScience.

Customer centricity 167

Customer centricity Technology Marketing Customer Experience 167

Contact Center Pipeline

FEBRUARY 5, 2019

We cover many of those topics that challenge us every day, like training, performance management tools, analytics, recruiting and staffing, conversational user interfaces, interview techniques, artificial intelligence and more. Download the Full IssueContact Center Pipeline February 2019 To download […]. Please enjoy.

Contact Center 113

Contact Center Analytics Management Call Center 113

Contact Center Pipeline

MAY 15, 2019

If you’ve been lucky enough to be in the audience when an engaging speaker hits the stage, you know that his or her first words come with authority. Because of that, everyone else’s ears perk up a little bit, the notebooks and pens come out to scribble down the firehose of information being shared, and […].

Analytics 145

Analytics Contact Center Call Center 145

Aspect

APRIL 18, 2019

In case you haven’t noticed, we’re pretty excited about ACE 2019 , July 29 – August 1. We’ve had some really cool sessions like how to enable mobile scheduling, best practices for speech analytics, case studies and so much more. The deadline to submit your proposal is April 30, 2019. The post ACE 2019: Speak Up!

Best practices 87

Best practices Analytics 87

Contact Center Pipeline

JANUARY 23, 2019

As we end 2018 and reflect on what’s ahead in 2019, it seems like a good time to think about what’s new and what’s next in contact center technology. My team of consultants identified the top things we see dominating contact center technology discussions. I’m going to highlight four key technology areas in this post. […].

Contact Center 149

Contact Center Technology Consulting Consulting 149

DMG Consulting

SEPTEMBER 26, 2018

DMG Consulting Releases 2018 – 2019 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 13th annual Speech Analytics Product and Market Report.

Consulting 48

Consulting Consulting Analytics Marketing 48

TechSee

MAY 21, 2019

And now, with the help of emotion analytics, more companies are tuning into their customers’ feelings in an attempt to learn what makes them tick. What is emotion analytics? Emotion analytics measures an individual’s verbal and non-verbal communication in order to understand their mood or attitude. Happy people whistle.

Analytics 138

Analytics Customer Experience Customer emotions B2C 138

Peter Lavers

JANUARY 30, 2019

Three key subjects from Dimension Data’s 2019 Global Customer Experience Benchmarking Report that are vital for every B2B company to take a long, hard look at itself about. Customer analytics. The data is © Dimension Data, 2019 Global Customer Experience Benchmarking Report, but the observations and conclusions are my own.

B2B 100

B2B Chief Customer Officer Benchmark Analytics 100

Upstream Works

DECEMBER 11, 2018

However, with a firm grasp of some of the advancements that 2018 has brought us, it’s logical to predict that these will continue to make an impact on Customer Experience Management in 2019. Analytics and Data Management. AI, Bots & RPA. times greater revenue from customer referrals. www.upstreamworks.com.

Customer Experience 96

Customer Experience Management Multichannel Self service 96

Aspect

MARCH 10, 2020

Analytics can serve as a bridge to not on ly understand but also improve both agent and customer satisfaction. . Analytics can help you provide customers with b etter e xperiences. Build, retain and nurture a stronger customer base through customer journey analytics . A nalytics can help agents be more productive.

Analytics 83

Analytics Contact Center Average Handle Time Metrics 83

Serenova

DECEMBER 4, 2019

Analytics are becoming vital to bring about improvements to the agent experience—ultimately reducing turnover rates and improving the service agents deliver. Performance analytics: Data and analysis that evaluates how agents are performing, using various Key Performance Indicators. Today, 37.2% Another 24.9%

Analytics 89

Analytics Chief Customer Officer Gamification Coaching 89

Concentrix

DECEMBER 18, 2019

Leading the Industry with our VOC Solutions For the fourth consecutive year, Greenbook has named Concentrix one of the top 50 market research firms in its 2019 GreenBook Market Leaders Report. Formerly known as the AMA Gold Top 50, the report provides a ranking of the top market research and customer analytics companies in the.

Analytics 80

Analytics Marketing 80

Tethr

DECEMBER 8, 2021

Tethr has been at the forefront of innovation in the conversation analytics market over the past five years. The conversation analytics market is changing and maturing. The conversation analytics market is changing and maturing. They need specific, actionable insights. Adam Larsen, Tethr CTO. About Tethr. View the original here.

Analytics 88

Analytics Enterprise Sales Customer Care 88

Enghouse Interactive

DECEMBER 5, 2018

The following blog takes a look at the contact centre and what we can expect to see in 2019. Those questions are not likely to stop during 2019. We expect to see the adoption of technologies like unified communications and collaboration environments like Microsoft Teams and Slack gain more and more traction during 2019.

Coaching 65

Coaching Analytics Cloud contact Self service 65

Fonolo

NOVEMBER 13, 2018

Have you been searching for the best customer service conferences to attend in 2019? For 2019, we have hand-selected a list of the “must attend” customer service conferences based on overall quality, content, network opportunities, and potential key takeaways. When: April 7-10, 2019. Smart Customer Service 2019.

Customer Service 108

Customer Service Contact Center Education Engineering 108

ProProfs Blog

FEBRUARY 13, 2019

One month has passed in 2019 and we are already witnessing how the game is changing in customer support across industries. Now that you have realized how customer service experience affects your business results, it’s time you strategize and follow these customer service trends in 2019. Trend #1 – Human Touch remains Paramount.

Customer Support 117

Customer Support Multichannel Enterprise Self service 117

VHT

SEPTEMBER 13, 2018

If you’re starting to forge a customer experience (CX) strategy for 2019, you’re not alone. As companies try to close that gap in 2019, we’ll see trends toward end-to-end convenience, innovative perspectives and increased security. Predictive Analytics. Most companies realize that CX will increasingly impact business results.

Customer Experience 87

Customer Experience Calibration Telecommunications Analytics 87

Stratifyd

JULY 9, 2019

July 9, 2019 — Stratifyd announced today that is has been selected to present its AI-powered analytics platform at FinovateFall 2019 , the world’s most influential fintech conference which showcases the most successful and innovative banking and financial technology. CHARLOTTE, N.C. About Stratifyd.

Analytics 40

Analytics Banking Enterprise Customer retention 40

DMG Consulting

JANUARY 4, 2019

Welcome to 2019! 2019 is looking to be a year filled with great innovation and practical applications for contact centers. In speech analytics they’re improving many aspects of the solutions, broadening their capabilities and uses. More companies are using speech analytics to automate their quality assurance process.

Analytics 59

Analytics Contact Center Finance Self service 59

Noble Systems

JUNE 7, 2019

Paul Stockford, Chief Analyst at Saddletree Research, attended SNUG for the first time in 2019. Read more of Paul’s thoughts on SNUG 2019 here. The post Getting Comfortable at SNUG 2019 appeared first on Noble Systems. Paul Stockford, Chief Analyst, Saddletree Research.

Gamification 75

Gamification Contact Center Coaching Education 75

TechSee

FEBRUARY 19, 2019

As the biggest mobile trade show of the year, MWC Barcelona 2019 is an event not to be missed. MWC Barcelona 2019 Self-Service Sessions not to be missed. Currently in beta, it’s set to be a real highlight of MWC Barcelona 2019. Digital Transformation: Reinventing your Customer Relationships. In a nutshell. Who’s there?

Self service 95

Self service Telecommunications Healthcare Analytics 95

GetFeedback

SEPTEMBER 2, 2019

We’re already halfway through 2019 and no one can deny the rising demand for better customer experiences. Our list of the top CX articles of 2019 covers all these topics and more. . Our list of the top CX articles of 2019 covers all these topics and more. . March 26, 2019 | David Nour | Inc. Article No. In the Inc.

Customer centricity 84

Customer centricity Airlines Finance Technology 84

Callminer

AUGUST 20, 2019

CallMiner’s annual speech analytics conference will feature expert speakers, workshops and the latest in artificial intelligence.

Analytics 182

Analytics 182

8x8

MARCH 17, 2019

For example, artificial-intelligence infused speech analytics and quality management can add value for every department in your company. Speech Analytics Benefits Outside the Contact Center. Speech Analytics Benefits Outside the Contact Center. ” Movement Mortgage & Speech Analytics.

Analytics 91

Analytics Contact Center Enterprise Quality management 91

Eptica

APRIL 12, 2019

Date: Friday, April 12, 2019 Author: Pauline Ashenden - Marketing Manager Analyzing CX sentiment in 2019. Published on: April 12, 2019. Eptica will next be exhibiting at the CX Marketing Summit 2019 in June - if you are coming along, do visit us there. Share this page on: Tweet.

Benchmark 76

Benchmark Government Analytics Chatbots 76

Eptica

DECEMBER 11, 2019

Date: Wednesday, December 11, 2019 Author: Pauline Ashenden - Marketing Manager Taking stock of customer service in 2019. Published on: December 11, 2019. Author: Pauline Ashenden - Marketing Manager As the end of the year approaches, now is the perfect time to evaluate how the customer service sector has performed in 2019.

Customer Service 75

Customer Service Self service Best practices Metrics 75

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

DMG Consulting

JULY 31, 2019

DMG Consulting Releases 2019 Call Tracking Product Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2019 Call Tracking Product Report . When: Today, 17 July 2019. and offline (e.g.,

Consulting 48

Consulting Consulting Interactive Voice Response Virtual Agent 48

Zingtree

JANUARY 16, 2019

In a recent Call Centre Helper article , their panel of experts has published their call center predictions for 2019, ultimately defining how they believe the industry will evolve this year. In 2019 contact centres will be offering more to meet consumer expectations by joining up multiple channels – from voice to website to messaging app.

Call Center 79

Call Center Construction Self service Scripts 79

DMG Consulting

DECEMBER 10, 2019

DMG Consulting Releases 2019 Contact Center Workforce Optimization. 11/12/2019. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2019 Contact Center Workforce Optimization Mid-Year Market Share Report.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

DECEMBER 11, 2019

DMG Consulting Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report. 12/11/2019. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 11 December 2019.

Consulting 48

Consulting Consulting Contact Center Marketing 48