Vonage

JANUARY 30, 2019

From waterfall to agile and beyond, the common thread is to create tightly coordinated teamwork that operates in short, feedback-led bursts. Additionally, quality insights need to scale which is why the introduction of interaction analytics makes such a transformational impact. It’s the outside-in view that counts.

Self service 91

Self service APIs Cloud contact Interactive Voice Response 91

Callminer

APRIL 24, 2020

According to the data, the industry saw a total of 32,000 new positions added in Q1 2019, with several major companies expanding their call center operations. Quality monitoring software , such as speech analytics , automatically monitor and score 100% of calls, helping managers deliver objective feedback and improve agent performance.

Best practices 182

Best practices Call Center Coaching Schedule adherence 182

ChurnZero

APRIL 3, 2019

TrustRadius Announces ChurnZero as a 2019 Top Rated Award Winner in Customer Success Category. We’re excited to announce that ChurnZero has been awarded a 2019 Top Rated Customer Success Software by TrustRadius. Based entirely on customer feedback, they have never been influenced by analyst opinion or status as a TrustRadius customer.

B2B 15

B2B industry standards Feedback Analytics 15

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

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

GetFeedback

AUGUST 14, 2019

In the latest measurement, in Q1 2019, the ACSI was 76.5 I’m going to assume you know that you must act on the feedback you’re getting from customers — and are already doing so. You are acting on the feedback, right?!). Respondent preferences for completing surveys and when and where to provide feedback have changed.

Journey mapping 155

Journey mapping Surveys Customer centricity Feedback 155

Etech GS

APRIL 30, 2019

Here are five trends to consider employing to elevate the level of service offered by your business in 2019. . Ensure agents have the tools they need to be successful, including equipment, training, and thoughtful feedback. Ask for customer feedback about your self-serve options using surveys or other feedback tools.

Contact Center 71

Contact Center Coaching Feedback Healthcare 71

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. OK, so, you’re listening to customers and getting all of this great feedback, but the experience isn’t improving. What gives? Do something with it.

Journey mapping 122

Journey mapping Feedback Surveys Metrics 122

Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. To this end, we have grouped the top contact center trends for 2019 into these three categories: human, effortless and transformative.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

Callminer

AUGUST 6, 2019

Call Center Monitoring: All call analytics which can be tracked and measured are in call center monitoring software. The most sophisticated solutions offer multi-channel text and speech analytics. Call Analytics: Essentially, speech analytics tools track metrics to enable reps and managers to evaluate the success of call campaigns.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

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

Nicereply

JANUARY 30, 2020

In the first half of 2019, we introduced a few new Analytics features including open & response rate, brand new dashboard, and updated metric overview. This agent can also receive ratings and feedback on his/her behalf. This agent is capable of receiving ratings and feedback but unable to login to Nicereply account.

Management 94

Management Analytics Accountability Feedback 94

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

JUNE 12, 2019

DMG Consulting Releases 2019 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, 5 June 2019. New-gen solutions are the future of this mature sector.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

OCTOBER 17, 2019

DMG Consulting Releases 2019 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 2019 Robotic Process Automation Product and Market Report.

Consulting 48

Consulting Consulting Marketing Gamification 48

Fonolo

FEBRUARY 14, 2023

FACT: A 2019 study found that 70% of call center agents reported experiencing emotional exhaustion, a key component of burnout. Look for easy integration with your existing software, quick deployment, and in-depth analytics when shopping for call-back technology.

Call Center 135

Call Center Contact Center Wait times Chatbots 135

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

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

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

DMG Consulting

JUNE 11, 2019

DMG Consulting Releases 2019-2020 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 2019-2020 Intelligent Virtual Agent Product and Market Report.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

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. in 2018, 23% in 2019 and 2020, and 21% in 2021 and 2022.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. To this end, we have grouped the top contact center trends for 2019 into these three categories: human, effortless and transformative.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

DMG Consulting

MARCH 9, 2020

DMG Consulting Releases 2019 – 2020 Workforce Optimization Product and Market Report. Artificial intelligence, machine learning and predictive analytics ushering in a new era of servicing. 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 Marketing Contact Center 48

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

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

ProProfs Blog

APRIL 17, 2020

According to the 2019 trends report by event tech company Bizzabo, events, at times, even score over content marketing, digital advertising and email marketing. Depending on the event and the scope of feedback, the questions could be asked in different ways, like: Yes or no questions. Please share your valuable feedback on the event.

Surveys 125

Surveys SaaS Feedback Advertising 125

JustCall

JANUARY 2, 2020

But 2019 was definitely a special year for us and our customers. Integrations that went live in 2019: . Better Call Tracking with New Dashboard Widgets: We upgraded the JustCall dashboard with some new analytics widgets. These widgets improved the call tracking and analytics capability of JustCall. IVR Call Analytics.

CRM 52

CRM Analytics Surveys Accountability 52

SharpenCX

NOVEMBER 5, 2019

What kind of special analytics Jiu-jitsu do you have to do to get your data to mean something? In fact, HubSpot’s report, The State of Customer Service in 2019 , found Customer Satisfaction as the leading metric used to evaluate customer service teams. In fact, only 11% of consumers feel companies take their feedback seriously.

Call Center 98

Call Center Customer Experience Contact Center Metrics 98

Eptica

JANUARY 15, 2020

Make it easy for agents to give feedback on any gaps in content and to suggest new answers in order to enhance the usefulness of their knowledge base continuously. For example, 87% of brands surveyed by Eptica in 2011 offered email, this had fallen to just 64% in 2019. Taking stock of customer service in 2019.

Customer Service 99

Customer Service Multichannel Best practices Analytics 99

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. This is one of those examples.

Analytics 55

Analytics Coaching Feedback Best practices 55

Aspect

JULY 15, 2019

These developments include call technology that utilizes analytics to block calls that conform to various callings patterns and characteristics set by carriers. These applications are supplied by carriers or third-part ies that block and filter calls based on feedback from subscribers. June 6, 2019 FCC Ruling ?. June 6, 2019.?Advanced

Telecommunications 112

Telecommunications Contact Center Education Best practices 112

TechSee

JANUARY 7, 2020

When Verizon restructured its operation in April 2019, one of its first actions was to merge its wireless and wireline customer loyalty programs in order to expand reward possibilities for customers. Customer analytics and insight tools predict customer behavior, enabling providers to strategize the best tactics to improve retention rates.

Customer retention 136

Customer retention Interactive Voice Response Telecommunications Wireless 136

CX Journey

JUNE 25, 2019

This post originally appeared on Paul's site on March 9, 2019. Continuing with this series has been driven by the feedback I have heard from a variety of data and analytics leaders. Firstly, common practices, that I’ve observed in analytics teams implementing this approach. Find the first post in the series here.

Analytics 53

Analytics Feedback Personalization Accountability 53

Pointillist

MAY 19, 2020

Pointillist surveyed over 1,050 CX, analytics, customer care and marketing professionals from a variety of industries across the world to discover what separates leaders from laggards. Over 50% of companies also have a role or team dedicated to journey management or journey analytics. “ Kerry Bodine CEO Bodine & Co.

Management 94

Management Journey mapping Analytics Customer centricity 94

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