Calabrio

FEBRUARY 28, 2025

Analytics Voice Analytics: Unlock Insights in Your Contact Center Conversations Share In the data-driven contact center of today, understanding the nuances of customer conversations is paramount. What is voice analytics? What is voice analytics? It delves deeper into the emotional and contextual layers of speech.

Analytics 52

Analytics Contact Center contact center workforce Average Handle Time 52

TechSee

OCTOBER 29, 2019

Self-service is finally coming of age, with leading enterprises embracing the paradigm of customers helping themselves. In fact, Gartner predicts that by 2020, 10% of initial B2C interactions will be virtual, up from less than 1% in 2019. But it turns out that not all self-service options are created equal.

Self service 95

Self service Enterprise Multichannel Customer effort 95

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. Not surprisingly, along with an increase in chat is an increase in self-service overall. Analytics and Data Management.

Customer Experience 96

Customer Experience Management Multichannel Self service 96

The Northridge Group

MARCH 14, 2023

Obtaining Real-World Insights with Data Analytics Tools Healthcare organizations are awash with an abundance of clinical and business performance data, more so than companies in just about any other sector. Empower Patients with Self-Service Tools Patients love self-service tools, especially appointment scheduling solutions.

Healthcare 145

Healthcare Technology Self service Analytics 145

TechSee

DECEMBER 31, 2019

Their customers are more likely to make repeat purchases, to try additional products or services, and to recommend the brand to family and friends. However, many companies are still struggling to make the customer service experience as effortless as possible. Customer Service will become increasingly AI-driven.

Customer Service 136

Customer Service Analytics Chatbots Self service 136

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

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. Customers expect to seamlessly switch from self-service options on web and mobile to chat, email or phone.

Call Center 79

Call Center Construction Self service Scripts 79

Vonage

JANUARY 30, 2019

Too many digital agendas still focus on deflection rather than meeting five generations of customer expectation around live assistance, self-service and being proactive. Additionally, quality insights need to scale which is why the introduction of interaction analytics makes such a transformational impact.

Self service 91

Self service APIs Cloud contact Interactive Voice Response 91

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

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. And what better way of doing this than exploring the 2019-20 Contact Babel UK Contact Centre Decision-Makers’ Guide , sponsored by Enghouse Interactive.

Customer Service 75

Customer Service Self service Best practices Metrics 75

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

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

TechSee

JANUARY 28, 2020

Black Friday is a day that retailers wait for all year, and 2019 was no different. billion across the 4,500 retail websites tracked by Adobe Analytics. Adobe noted a 43 percent uptick in this behavior, surely a great sign for retailers that had labored to improve their digital offerings and experiences ahead of the 2019 holiday rush.

Wireless 136

Wireless Self service Sales Chatbots 136

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

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. But they are not the same.

Contact Center 75

Contact Center Journey mapping Self service Cloud contact 75

Eptica

APRIL 30, 2019

Date: Wednesday, May 1, 2019 Author: Pierre-Antoine Giraux - Chief Marketing and Communications Director 5 ways to make your self-service seamless. Published on: May 01, 2019. Research shows that they are happy to embrace self-service channels to achieve this.

Self service 60

Self service Chatbots Best practices Surveys 60

The Center for Client Retention

DECEMBER 4, 2018

Customer Experience trends are bigger and better for 2019. With AI, shopping will be more highly personalized than ever, potentially quashing any lingering doubts that customer service and experience are very different animals. Superfan apps will be a Customer Experience game-changer in 2019. Don’t take your eye off the ball.

Customer Experience 79

Customer Experience Real estate Advertising Airlines 79

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.

Contact Center 59

Contact Center Analytics Self service Finance 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% Gartner, 2021) 8 in 10 consumers report that businesses are meeting or exceeding their expectations for service, compared to 67 percent in 2014. Only 8% of their customers agreed.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

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? More Reliance on Self-Service. Tell us on our Facebook page.

Contact Center 59

Contact Center Interactive Voice Response Analytics Self service 59

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

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 59

Contact Center Gamification Analytics Average Handle Time 59

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 –. Make self-serve effortless, comfortable and inviting. Provide multiple options – insure self-serve is not the only option available.

Contact Center 71

Contact Center Coaching Feedback Healthcare 71

TechSee

APRIL 2, 2019

The explosion in connected devices and the prevalence of online shopping mean that millions of products are now shipped daily, With online commerce projected to pass the $3 trillion mark in 2019. From speech recognition and voice analytics to neuro-linguistic programming, they seek to solve customer’s problems by telling them what to do.

Contact Center 174

Contact Center Average Handle Time B2C B2B 174

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

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.

Customer Service 60

Customer Service Customer centricity Multichannel Contact Center 60

Avaya

JUNE 24, 2019

Effortless self-service, agent augmentation, interaction insights, smart pairing…nowhere close to what one vendor alone offers today. Connect Partner, Nuance , to enable new self-service automation capabilities within our IX Contact Center solutions. We extended collaboration with Avaya A.I. Is your interest piqued?

Contact Center 104

Contact Center contact center solutions Virtual Agent Contact center software 104

Monet Software

DECEMBER 21, 2018

Do a search online for 2019 contact center trends, and you’ll find a cornucopia of blogs and articles, each with its own list of fearless predictions for what next year will bring. More Analytics Adoption. It’s been a slow but steady path to acceptance for analytics software. More Self-Service.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

3CLogic

APRIL 20, 2021

It’s no surprise then that leading companies are adopting voice self-service solutions in addition to their IVR solutions to not only manage call volume but provide a higher quality of customer service and improve call agent performance. The question is no longer should I adopt voice self-service for my contact center?

Self service 52

Self service Interactive Voice Response Call flow Contact Center 52

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. But they are not the same.

Contact Center 51

Contact Center Journey mapping Self service Cloud contact 51

VirtualPBX

JULY 24, 2024

Conversely, in 2019, only 19% of those agents worked from home. Use your Contact Center analytics to monitor agent performance and engagement. Desktop analytics can demonstrate the rate of flow, illustrate the number of distractions, identify training issues and view if agents have too much screen time, putting them at risk of burnout.

Agent burnout 105

Agent burnout Self service Contact Center CRM 105

Eptica

APRIL 25, 2019

Date: Thursday, April 25, 2019 Author: Pauline Ashenden - Marketing Manager 5 top priorities for today’s contact centers. Published on: April 25, 2019. Demonstrating this growth, 2019 sees industry association the CCMA celebrate a quarter century of success , supporting the sector as it has grown dramatically.

Contact Center 75

Contact Center Self service Chatbots First call resolution 75

Stratifyd

OCTOBER 8, 2019

CHARLOTTE, NC AND PHILADELPHIA, PA – October 8th, 2019 – Stratifyd and Anexinet Corporation today announced a joint partnership where Anexinet will perform implementation services for Stratifyd's AI-powered Data Analytics Platform. Anexinet has partnered with Stratifyd to offer a Customer Experience Analytics Kickstart.

Analytics 58

Analytics Contact Center Self service Feedback 58

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

MAY 26, 2020

2019 was the year of artificial intelligence (AI), automation and analytics, a trend that has continued in 2020 and into the foreseeable future, despite the pandemic. Adoption of cloud-based recording is starting to pick up momentum, as is analytics-enabled quality management (QM). . WFO Trends in 2020.

Contact Center 96

Contact Center Analytics Consulting Consulting 96

Eptica

JANUARY 15, 2020

For example, 87% of brands surveyed by Eptica in 2011 offered email, this had fallen to just 64% in 2019. Although there is nothing wrong with offering other options such as self-service to those that are looking to make contact, let your customers have it their way and give them the choice of email. Share this page on: Tweet.

Customer Service 99

Customer Service Multichannel Best practices Analytics 99