Noble Systems

JULY 1, 2019

In Part 1 of this blog series, we discussed the first three of the top 10 best practices for achieving long-term success with gamification. We noted that in 2019 the overarching trend indicates a “back to basics” approach with an emphasis on the ultimate contact center goal of fostering meaningful connections with consumers.

Gamification 71

Gamification Best practices Contact Center Employee engagement 71

CCNG

JULY 12, 2020

Join noted contact center expert Donna Fluss and CX leader Steve Chirokas as they discuss best practices to handle this pandemic. They will cover the actions you should take if you don’t have a business continuity plan for your contact center, and what technologies and applications are best suited to help you. May 29, 2019.

Contact Center 221

Contact Center CCNG Best practices Government 221

Callminer

JULY 15, 2019

This virtual conference will cover a ranging of topics, expert speakers, partners and customers about better customer and agent experiences through speech analytics. This is a great opportunity to listen, watch, and learn the latest CX analytics information out there! Employee Engagement Trends of 2019 featuring nGuvu.

Telecommunications 28

Telecommunications Contact Center Analytics Employee engagement 28

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

Callminer

JUNE 24, 2019

CallMiner is excited to return to Customer Contact Week as a sponsor, exhibitor, and workshop host featuring expert insights and customer testimonials for leveraging interaction analytics in enterprise-level CX strategy! Workshop attendees are eligible to win a LISTEN 2019 Conference Pass! Tuesday, June 25 2:15 – 4:45 p.m

Wireless 140

Wireless Analytics Education Enterprise 140

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. ” – 88 Call Center Statistics You Must Read: 2019 Data Analysis & Market Share , Finances Online; Twitter: @Financesonline. Sales Pursuits.

Call Center 207

Call Center outsourcing Contact Center Finance 207

Eptica

JULY 2, 2019

Date: Wednesday, July 3, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Delivering best practice in Voice of the Customer programs. Published on: July 03, 2019. To help, Eptica has created a new VoC Best Practice guide. are they going to leave or cancel their order?).

Best practices 62

Best practices Surveys Metrics Feedback 62

Global Response

OCTOBER 15, 2024

Omnichannel contact center best practices include humanizing customer service, integrating tools, tracking customer data and more, and it all begins with finding the best software. According to a research study by Nemertes Research , omnichannel contact center usage increased from 8% in 2016 to 31% in 2019.

Contact Center 62

Contact Center Call Center Best practices Customer Care 62

VHT

OCTOBER 1, 2018

What should you specifically look for as we look towards 2019? Traditional call centers have become multi-channel contact centers, and theses channels need to be integrated with CRM, workforce management, analytics and other solutions to deliver the seamless level of service that is now expected by customers.

Contact Center 67

Contact Center Technology Analytics Surveys 67

Etech GS

APRIL 30, 2019

Here are five trends to consider employing to elevate the level of service offered by your business in 2019. . Best practices for applying self-service options are –. The post The Top 5 Contact Center Trends for 2019 appeared first on Etech Global Services. Pick and Choose Technology and Tools Wisely.

Contact Center 71

Contact Center Coaching Feedback Healthcare 71

Uniphore

JULY 21, 2021

According to Gartner, customer service leaders should focus on these seven knowledge management best practices for improved customer service. Gartner estimates that 85% of interaction will start with self service solutions , more than 30% higher than in 2019.

Best practices 52

Best practices Customer Service Management Contact Center 52

Eptica

JUNE 12, 2019

Date: Wednesday, June 12, 2019 Author: Guest author: Annette Franz 11 Tips to Ensure You Achieve ROI from Your VoC Program. Published on: June 12, 2019. There are a ton of best practices for proper survey design and VoC program design; educate yourself on these and incorporate them into your program. Do something with it.

Journey mapping 122

Journey mapping Feedback Surveys Metrics 122

OctopusTech

SEPTEMBER 9, 2023

With this comprehensive guide, you will discover the pros, cons, and best practices performed by outsourced call center services. As per reports by Technavio , this industry is expected to grow by 3% from 2019 to 2023. However, if it follows and implements some best practices, it can minimize all such drawbacks.

Best practices 62

Best practices outsourcing Call Center virtual call center 62

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

Eptica

OCTOBER 9, 2019

Date: Wednesday, October 9, 2019 Author: Pauline Ashenden - Marketing Manager National Customer Service Week 2019: The 3 key factors behind successful customer service. Published on: October 09, 2019. Share this page on: Tweet. You might also be interested in these posts: Could you be doing more to understand your customers?

Customer Service 60

Customer Service Customer centricity Multichannel Contact Center 60

Eptica

JANUARY 15, 2020

For example, 87% of brands surveyed by Eptica in 2011 offered email, this had fallen to just 64% in 2019. Use machine learning and text analytics to scan incoming emails in order to route it to the best available agent to answer, whether this is due to their experience in an area, particular skills or other factors such as language.

Customer Service 99

Customer Service Multichannel Best practices Analytics 99

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2019 – 2020 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 2019 – 2020 Workforce Management Product and Market Report.

Consulting 48

Consulting Consulting Marketing Management 48

Aspect

OCTOBER 31, 2019

You wanted the best, you got the best! If you were at ACE 2019 in Las Vegas you already know the breakout sessions were one of the highlights of the week. If you were unable to attend ACE 2019 or missed a few breakouts, you’re in luck! Introducing the Best of ACE 2019 Webinar series. LEARN MORE. LEARN MORE.

Multichannel 48

Multichannel Consulting Consulting Analytics 48

GetFeedback

AUGUST 14, 2019

In the latest measurement, in Q1 2019, the ACSI was 76.5 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 interesting to take a look at this metric over time. out of 100. out of 100. Get Calculator.

Journey mapping 155

Journey mapping Surveys Customer centricity Feedback 155

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

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. June 6, 2019 FCC Ruling ?.

Telecommunications 112

Telecommunications Contact Center Education Best practices 112

CX Journey

JUNE 20, 2019

This post originally appeared on Paul's site on February 21, 2019. In this series, I share what this means for data, analytics & insight teams who need to work this way. My interest in this topic is the impact Agile working is having on customer insight, analytics, and data science teams. Are you Agile working this way?

Analytics 55

Analytics Coaching Feedback Best practices 55

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

NICE inContact

JUNE 17, 2019

In our 2019 NICE inContact Customer Experience (CX) Transformation Benchmark study , we found that businesses greatly underestimate customers’ likelihood to recommend their company based on their experiences with online chat, apps and websites. Studies show I am not alone in this preference.

Quality management 54

Quality management Analytics Customer Experience Management 54

NICE inContact

JUNE 17, 2019

In our 2019 NICE inContact Customer Experience (CX) Transformation Benchmark study , we found that businesses greatly underestimate customers’ likelihood to recommend their company based on their experiences with online chat, apps and websites. Studies show I am not alone in this preference.

Quality management 54

Quality management Analytics Customer Experience Management 54

VirtualPBX

JULY 24, 2024

Conversely, in 2019, only 19% of those agents worked from home. Severe Weather Communication Best Practices Avoid Corded Phones : Using a corded phone during a thunderstorm is one of the leading causes of indoor lightning injuries. Use your Contact Center analytics to monitor agent performance and engagement.

Agent burnout 105

Agent burnout Self service Contact Center CRM 105

Eptica

OCTOBER 2, 2019

Date: Wednesday, October 2, 2019 Author: Pascal Gauvrit - CTO Could you be doing more to understand your customers? Published on: October 02, 2019. With the help of technologies such as text analytics, NLP and AI, it’s getting easier to identify and harvest important insights from this unstructured data.

Self service 76

Self service Best practices Analytics Surveys 76

Totango

FEBRUARY 15, 2019

Once the product usage events are being reported, preferably in real-time, a usage analytics system is reading the instrumentation log and provides KPIs of the various dimensions of product usage and adoption. Totango provides such instrumentation technology out of the box for both web and mobile applications.

SaaS 72

SaaS B2C B2B Metrics 72

Eptica

NOVEMBER 12, 2019

Date: Tuesday, November 12, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Why you need more than NPS to drive CX excellence. Published on: November 12, 2019. AI and Text Analytics allow you to extract this type of qualitative insight from customer conversations and even help understand customer emotions.

Airlines 74

Airlines Metrics Best practices Analytics 74

Eptica

FEBRUARY 6, 2019

Date: Wednesday, February 6, 2019 Author: Pauline Ashenden - Marketing Manager Why focusing on CX is key at times of change. Published on: February 06, 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.

Automotive 73

Automotive Best practices Banking Customer emotions 73

Eptica

AUGUST 21, 2019

Date: Wednesday, August 21, 2019 Author: Steve Nattress - International Solutions Director Why it is time to check your chat solution is meeting customer needs. Published on: August 21, 2019. For example, while 7% of UK companies offered chat in 2013, by 2019 Eptica research found that 44% advertised it on their websites.

Advertising 66

Advertising Best practices Upselling Analytics 66

teleopti

DECEMBER 16, 2019

As 2019 draws to a close, Dave Hoekstra predicts an exciting road ahead for Workforce Management. While innovations like Artificial Intelligence and Analytics have the power to transform CX, they should be easy to use and understand. Wrap it all up with predictive analytics. 2020: completing the WFM triangle.

Analytics 73

Analytics First call resolution Contact Center Chatbots 73

Eptica

NOVEMBER 6, 2019

Date: Wednesday, November 6, 2019 Author: Guest author - Jeannie Walters Avoid these 5 CX Leadership Traps! Published on: November 06, 2019. Thanks to technology like Artificial Intelligence (AI) and Text Analytics, there are powerful ways to do this. Too many leaders see the number as the end game. Share this page on: Tweet.

Metrics 77

Metrics Best practices Contact Center Feedback 77

Eptica

JULY 17, 2019

Date: Wednesday, July 17, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Empowering agility through AI-based Voice of the Customer programs. Published on: July 17, 2019. However, to use it effectively within VoC text analytics needs to understand the customer journey and industry-specific context.

Best practices 58

Best practices Analytics Feedback Banking 58

aircall

OCTOBER 6, 2021

To help you meet these objectives, we offer some best practices for a successful, sales-focused onboarding program in the following section. 6 Best Practices of Sales Onboarding. Here are the six best practices of sales onboarding to guide you as you bring on new team members and engage your existing employees: 1.

Sales 117

Sales Scripts Best practices Feedback 117

AWS Machine Learning

APRIL 6, 2023

While keeping a constant collaborative workstream with our team, MLSL helped us with upskilling our professionals when it comes to scientific excellence and best practices on ML development using AWS infrastructure.” – Bart Zeeman, Strategist and Analyst at CTO office in NXP Semiconductors. WAPE values, demonstrating high accuracy.

Sales 109

Sales Metrics APIs Marketing 109

AWS Machine Learning

SEPTEMBER 12, 2024

You should manage access to Amazon RDS resources and databases by following the security best practices for Amazon RDS. He has over 20 years of experience working in Database and Analytics Domains. Solutions Architect at Amazon Web Services, with a passion for Data, Analytics, and GenAI solutions. Sukhomoy Basak is a Sr.

Healthcare 129

Healthcare APIs Accountability Enterprise 129