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

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

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 90

Personalization APIs Accountability Engineering 90

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

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

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

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

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

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

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

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

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

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

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

Callminer

NOVEMBER 9, 2020

Fraud is not only on the rise in call centers generally (jumping by 350% between 2013 and 2019 ), but the spread of fraud in the midst of the COVID-19 pandemic means businesses and consumers alike must be more mindful than ever. ” – Detecting Fraud with Speech Analytics , CallMiner; Twitter: @CallMiner.

Call Center 345

Call Center Banking Contact Center Accountability 345

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

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

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

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

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

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

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

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

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

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

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

DMG Consulting

DECEMBER 10, 2019

2019 Was a Fantastic Year for Service. 2019 was a year in which it became clear that customers and clients were often displeased with the level of service, with a few notable exceptions. (Our 2019 was the year of artificial intelligence (AI) and robotics, a trend that is going to continue while the tools improve.

Big data 48

Big data Contact Center Enterprise Consulting 48

Branch Mesenger

JANUARY 24, 2019

Here’s six trends in customer service that will be influencing business in 2019: Consumers Will Tap New Channels For Help. Have you been to a retail store where the person who's helping you says, oh, this is what you're going to buy and they hand you your item. Personalization. Data is a big part of personalization efforts.

Customer Service 48

Customer Service Chatbots CRM APIs 48

Revation Systems

MARCH 5, 2019

These use cases for AI and chatbot technology are indicative of its ability to keep today’s patients satisfied with more convenient communication at any time of the day; it also frees up provider time to give better care to patients in person. The post HIMSS 2019: Healthcare’s Next Big Moves appeared first on Revation Systems.

Healthcare 48

Healthcare Chatbots Call Center Banking 48

AWS Machine Learning

NOVEMBER 1, 2024

In this post, we discuss how to use AWS to support a decentralized clinical trial across the four main pillars of a decentralized clinical trial (virtual trials, personalized patient engagement, patient-centric trial design, and centralized data management). The following figure showcases the AWS services that can help in these four areas.

Metrics 108

Metrics Transportation industry standards Analytics 108

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

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 51

Contact Center Journey mapping Self service Cloud contact 51

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

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

VHT

OCTOBER 18, 2018

The bot features a cheeky personality and will discuss late-night snacks, tv re-runs and weekend plans to help the involuntarily awake pass the time. They can also access customer history, account information and product lists to personalize service or offer upsells. Knowledge Management Systems.

Contact Center 48

Contact Center Gamification Employee engagement Chatbots 48

CallSource Insights

AUGUST 23, 2019

Learn how to properly measure and report social media visitors using UTM parameters for Google Analytics. What Sources does Google Analytics consider to be Social Media? By default, Google’s Default Channel Groupings can be found in your Google Analytics Admin settings under the View > Channel Settings > Channel Grouping.

Analytics 40

Analytics Advertising CRM Accountability 40

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