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

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. Personalization. Predictive Analytics. Omni-channel. Security Measures.

Customer Experience 87

Customer Experience Calibration Telecommunications Analytics 87

TechSee

JUNE 10, 2021

Of course, in-person contact puts employees and customers at risk. Visual assistance closes the gap in the training process and reduces the need for in-person training. Deal with Data Analytics. Data analytics also provide a treasure trove of insights to companies who seek to improve or adapt their products.

Self service 207

Self service Analytics Transportation Healthcare 207

TechSee

FEBRUARY 19, 2019

As the biggest mobile trade show of the year, MWC Barcelona 2019 is an event not to be missed. This year’s theme, “Intelligent Connectivity,” focuses on highly contextualized and personalized experiences , delivered when and where customers want them. MWC Barcelona 2019 Self-Service Sessions not to be missed. In a nutshell.

Self service 95

Self service Telecommunications Healthcare Analytics 95

CCNG

OCTOBER 19, 2022

Lumoa , 2018) In 2019, customer experience will continue as a major factor in how companies do business. Acquia, 2019) 78.5% Acquia, 2019) 78% of people believe brands can do more to deliver happiness to their customers and 91% said they preferred brands to be funny; this number increased among Gen Z (94%) and Millennials (94%).

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

TechSee

DECEMBER 31, 2019

As 2019 comes to a close, they must better prepare for the new decade and beyond. Salesforce predicts a 136% increase from 2019 to 2020 in the number of organizations using AI-powered chatbots, which will continue to be integrated across communication channels to provide seamless real-time customer service on a larger scale than ever before.

Customer Service 136

Customer Service Analytics Chatbots Self service 136

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

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

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

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

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

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. Dust off your suits and party dresses —ChurnZero has won another award!

B2B 15

B2B industry standards Feedback Analytics 15

CSM Magazine

DECEMBER 18, 2018

As the year draws to an end, Philip Say, VP of Innovation Product Management at Sutherland Labs makes his CX predictions for 2019. Contextual awareness will redefine the customer experience. Philip has nearly two decades of software/cloud experience with former roles at VMware, Joyent, SAP, Peoplesoft and Accenture. At Sutherland Labs,

Customer Experience 79

Customer Experience Chatbots Technology Analytics 79

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

Monet Software

NOVEMBER 19, 2018

We’ve reviewed several 2019 outlook pieces, and these are the ideas we think have the most merit. Analytics (Yes, again!). Analytics software is not new but its still a growing interest at contact centers. What’s new in analytics for 2019? The post 2019 Contact Center Trends: Is Your Business Ready?

Contact Center 59

Contact Center Interactive Voice Response Analytics Self service 59

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

Noble Systems

FEBRUARY 20, 2019

In Part 1 of this two-part blog, 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. Here are some of the 2019 trends that can help create an effortless agent experience. Automate Workflows.

Contact Center 75

Contact Center Journey mapping Self service Cloud contact 75

AWS Machine Learning

MARCH 30, 2023

Amazon Personalize is excited to announce the new Trending-Now recipe to help you recommend items gaining popularity at the fastest pace among your users. Amazon Personalize is a fully managed machine learning (ML) service that makes it easy for developers to deliver personalized experiences to their users.

Personalization 83

Personalization APIs Accountability Engineering 83

TeleDirect

JANUARY 9, 2019

Yearly fiscal targets rarely go as planned, but there are a few things you can do for 2019 to meet and exceed your business goals. With custom-tailored solutions for a variety of business sectors and industries , TeleDirect offers a comprehensive platform to achieve your business goals for 2019 and beyond. Telesales & upsells.

Call Center 66

Call Center Business Process Outsourcing outsourcing Upselling 66

Upstream Works

SEPTEMBER 1, 2020

According to the 2019 Global Customer Experience Benchmarking Report from NTT Ltd., Lastly, access to reports and analytics will provide management, and the company as a whole, with valuable insights about their customers and contact center operations. According to the 2019 Global Customer Experience, Benchmarking Report from NTT Ltd.,

Contact Center 148

Contact Center Benchmark contact center solutions Coaching 148

Customer Service Life

FEBRUARY 4, 2019

There are five such areas where I see significant gains for your contact center by upgrading in 2019 if you haven’t already. This is the power of speech and text analytics. To conclude, it’s been a good year of product demos and I expect the same in 2019. Integrate Slack with support tools.

Contact Center 69

Contact Center Chatbots Analytics CRM 69

Hero Digital

DECEMBER 19, 2018

We’re thrilled to welcome Clock Four to the Hero Digital team and continue to drive success into 2019,” said CEO of Hero Digital, Dave Kilimnik, and added “Clock Four’s deep expertise and relationships in the consumer financial and B2B technology sectors will strengthen and expand our practices in these rapidly evolving industries.

Personalization 40

Personalization Analytics B2B Self service 40

Etech GS

APRIL 30, 2019

Contacting a company in the hopes of resolving an issue only to receive less-than-impressive service is likely a scenario you’ve personally encountered at least once in your lifetime. Here are five trends to consider employing to elevate the level of service offered by your business in 2019. .

Contact Center 71

Contact Center Coaching Feedback Healthcare 71

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

Mindtouch

JANUARY 23, 2020

Over the past ten years—and especially in 2019—the evolution of the customer journey accelerated dramatically, pushing enterprises like ours to constantly bring value to customers. How could we update our information architecture to better align with actual customer needs, not just content analytics and behavioral tracking?

Metrics 62

Metrics B2C B2B Self service 62

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

TechSee

DECEMBER 17, 2019

When customers contact them to pay a bill, check their usage levels or report an outage, they demand personalized, streamlined and convenient interactions. Research the technological tools that can make a significant impact, including intent prediction, emotion analytics, and predictive personalization.

Customer Experience 136

Customer Experience Customer effort Engineering Analytics 136

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

CCNG

JULY 12, 2020

May 29, 2019. This complimentary webinar covers 10 steps for pandemic preparedness, crisis management solutions, the power of data and analytics and how technology plays a critical role for business success in this new environment. How Can Work@Home Work for You? Answers from an HGS Expert. Business Continuity , CX Central.

Contact Center 221

Contact Center CCNG Best practices Government 221

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

VocalCom

JANUARY 28, 2019

While artificial intelligence and personalization continue to rank high on the list of brand priorities in this new year, a greater push for digital transformation as well as a demand for secure experiences will dominate as well. Here are seven major trends shaping the customer experience in 2019. Predictive analytics.

Customer Experience 48

Customer Experience Contact center software Chatbots Customer centricity 48

Kayako

JANUARY 3, 2019

Now that 2018 is slowly wrapping up, companies are looking into starting 2019 with a ready-to-go customer experience strategy. So, if you’re just thinking of starting 2019 by applying a customer experience strategy to your business – here are some key trends you might want to keep an eye out for to help you get started.

Customer Experience 48

Customer Experience Analytics Big data Personalization 48

Answer Dash

JANUARY 1, 2019

There are five such areas where I see significant gains for your contact center by upgrading in 2019 if you haven’t already. This is the power of speech and text analytics. To conclude, it’s been a good year of product demos and I expect the same in 2019. This isn’t particularly shocking but sometimes difficult to quantify.

Contact Center 67

Contact Center Chatbots Analytics outsourcing 67

3CLogic

OCTOBER 11, 2024

A person’s unique expectations are actively affected by internal and external impressions, such as deeply rooted personal values and emotions or external triggers and events. Why is personalization important? What makes a good experience? The answer is — it depends.

Contact Center 52

Contact Center Personalization Revenue potential Coaching 52

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

Avaya

JUNE 24, 2019

additional AI, speech analytics, advanced reporting, smart routing, robotic process automation) to create a custom-fit contact center environment that meets the exact needs of employees and customers—today, tomorrow and forever. The next 10 years will see more change to the contact center than the previous 100. Is your interest piqued?

Contact Center 104

Contact Center contact center solutions Virtual Agent Contact center software 104

TechSee

JUNE 25, 2019

Customer-facing AI technologies are especially relevant to assisting in customer identification, call classification/routing, chatbots and predictive personalization. Using biometrics, agents can recognize customers, and greet them in a personal manner. Emotion analytics. Customer Identification. Biometrics.

Technology 122

Technology Customer Service Gamification Contact Center 122