ShepHyken

OCTOBER 2, 2020

Customer data analytics is possible due to the rise of IoT, Big Data, and, of course, AI. For instance, Statista estimates that the global AI software market will grow approximately 154% year-over-year in 2020. Anthony Kreychmar is a former marketing specialist. The technologies will continue to evolve.

Advertising 261

Advertising Big data Healthcare Personalization 261

DMG Consulting

MAY 26, 2020

WFO Trends in 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). .

Contact Center 96

Contact Center Analytics Consulting Consulting 96

Callminer

MAY 12, 2020

This succinct buying guide will help you cut through the noise in the call center software market and choose the best tools for your organization. Analytics Solutions (such as speech analytics and interaction analytics tools). Predictive Dialers. Automatic Call Distributors (ACD). Call Center Monitoring Solutions.

call center software 182

call center software Best practices Call Center Interactive Voice Response 182

DMG Consulting

AUGUST 3, 2020

Sales, Marketing and Enterprise Uses of Interaction Analytics. Interaction (speech and text) analytics (IA) is a solution that sells well in both strong and weak economies. The potential uses of IA span all customer-facing departments in an enterprise, sales and marketing being the biggest. Marketing Use Cases.

Enterprise 72

Enterprise Analytics Sales Marketing 72

Fonolo

JANUARY 14, 2020

Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Top Pick: 20 ways to create an amazing customer service experience in 2020. Top Pick: Creating a winning customer-centric marketing strategy. ” Top Pick: Creating connections with customers through the marketing experience matrix.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

CCNG

JULY 12, 2020

March 20, 2020. March 15, 2020. March 18, 2020. February 12, 2020. March 18, 2020. Webinar: Tuesday, April 14, 2020, 12:00 p.m. Contact centers during a crisis: An action plan from experts. A conversation with Rosetta Carrington Lue. Here are a few things that you should be doing differently.

Contact Center 221

Contact Center CCNG Best practices Government 221

Cisco - Contact Center

AUGUST 3, 2020

I’m excited to announce that Webex Contact Center was among the 2020 Contact Center Technology Award winners, presented by CUSTOMER Magazine this month. Cisco Wins UC Today’s Best Collaboration Platform for 2020. Webex Contact Center is built on the unique Webex Platform for Contact Center. Learn More. Award Info.

Contact Center 116

Contact Center Technology contact center solutions Virtual Agent 116

DMG Consulting

APRIL 15, 2020

DMG Consulting Releases 2020 – 2021 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 2020 – 2021 Workforce Management Product and Market Report.

Consulting 62

Consulting Consulting Marketing Management 62

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. Executives use this data to make strategic decisions on company direction, marketing, sales and product development. Today, 37.2% of companies have a CCO, up from 25% last year.

Analytics 89

Analytics Chief Customer Officer Gamification Coaching 89

Callminer

SEPTEMBER 1, 2020

Later on, breakout sessions led by customers, Avadyne Health , Gant Travel , and more offered some powerful case studies including an analysis from Direct Dialog’s Marvie Wright on how speech analytics helped their virtual workforce yield 10% more revenue. CETX 2020: It was a cyber success. The show goes on.

Entertainment 182

Entertainment Contact Center Analytics Customer Service 182

DMG Consulting

NOVEMBER 14, 2020

DMG Consulting Releases 2020 – 2021 Digital Customer Service 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 2020 – 2021 Digital Customer Service Product and Market Report.

Consulting 62

Consulting Consulting Marketing Customer Service 62

Aspect

JUNE 16, 2017

Get ready for the next big thing in contact center workforce optimization: Speech Analytics. Even though speech analytics was introduced to the contact center industry back in 2003, Aberdeen Group reports that only about 15% of contact centers currently use speech analytics. Let’s consider each of these in turn.

Contact Center 97

Contact Center Analytics contact center workforce Technology 97

DMG Consulting

DECEMBER 7, 2020

DMG Consulting Releases 2020 – 2021 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. When: Today, 2 December 2020.

Consulting 62

Consulting Consulting Contact Center Marketing 62

Fonolo

AUGUST 29, 2019

Their 20/20 industry insights will propel your contact center to success in, fittingly, the year 2020.*. Consolidation has meant there are fewer players at the top, but equally important is how the contact center is now being added to the portfolios of cloud providers, especially at the lower end of the market. People buy from people.

Contact Center 121

Contact Center Self service Call Center Chatbots 121

Hodusoft

JUNE 17, 2021

HoduCC – the Call & Contact Center software by HoduSoft has been named as Category Leader and FrontRunner for call recording software in the latest list published by Gartner Digital Markets Report. It is our vision to make innovative market leading software accessible to businesses of all sizes. billion USD in 2020.

Marketing 98

Marketing Contact Center Telecommunications voip 98

ShepHyken

JUNE 5, 2017

Marketing Week) Businesses are increasingly using customer experience to differentiate their brand yet 30% of senior leaders are confused about who should take ownership of it. Some companies put it into marketing. CX & NPS Trends for Influencers – 2020 Edition by CustomerGauge. My Comment: Who should own CX?

Airlines 185

Airlines Customer Service B2B B2C 185

ProProfs Blog

MAY 6, 2020

Marketing Customer Experience Statistics. Must-Read 53 Customer Experience Statistics for 2020 . Another factor that helps a business create great customer experience is its reputation in the market. If you are known to your target audience in the market, then they will more likely do business with you. It costs U.S.

Customer Experience 99

Customer Experience B2B B2C Sales 99

Pointillist

MAY 19, 2020

By Stephanie Ventura Customer experience is more important than ever in 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. “ Kerry Bodine CEO Bodine & Co.

Management 94

Management Journey mapping Analytics Customer centricity 94

C3Centricity

APRIL 2, 2018

What’s your gut response to the title question about eliminating Market Research Departments? Yes, if it is the traditional market research department. Who better than market research to help in its analysis? In the GRBN report, they mention the largest barriers to the measurement of the ROI of market research and insight.

Marketing 110

Marketing Metrics Customer centricity Best practices 110

CCNG

OCTOBER 19, 2022

Bain, 2005) 87% of marketers say they are delivering engaging customer experiences. Oracle, 2018) Optimizing customer experience is the most exciting opportunity for 19% of businesses, ahead of data-driven marketing that focuses on individuals (16%) and content marketing (14%). Only 8% of their customers agreed.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Cisco - Contact Center

JUNE 18, 2020

We made significant enhancements to our on-premises solutions providing our customers with a simpler way to manage their software licenses, and integration to advanced cloud services such as analytics reporting, call transcription, and customer feedback metrics at the agent desktop – all reducing pain of adoption for cloud services.

Contact Center 95

Contact Center Enterprise contact center solutions Cloud contact 95

Callminer

JULY 22, 2018

When it comes to business process outsourcing (BPO), the virtual assistant market is predicted to reach $3 billion by the year 2020. It is one of the strongest expansion levels of any outsourcing market sub-segment. Despite the advantages of BPOs (24/7 customer support, location flexibility, cost savings, etc.),

outsourcing 186

outsourcing Contact Center Business Process Outsourcing industry standards 186

Eptica

SEPTEMBER 10, 2020

Date: Wednesday, September 9, 2020 Author: Trevor Davies, Head of Products, Enghouse Interactive 5 key trends that are impacting call recording in 2020. Published on: September 09, 2020. 19% of UK contact centres revealed that they were looking to update their call recording solutions. Share this page on: Tweet.

Quality management 74

Quality management Analytics Technology Marketing 74

Talkdesk

DECEMBER 22, 2020

Just before wrapping up 2020, we have yet another reason to show appreciation for our customers. And we’re proud to tell the world that Talkdesk placed number one in 18 reports, one more than in the G2 Fall 2020 Report. ??. Best Speech Analytics Software. The G2 Winter 2021 Report is out! ?? Best Auto Dialer Software.

call center software 139

call center software Contact Center SaaS CRM 139

Call Journey

DECEMBER 17, 2019

Armed with an exciting and jam-packed roadmap for 2020, Call Journey, thought leader in Conversation Analytics space and a Genesys’ global speech analytics partner, is set to participate in the upcoming Genesys Global Kickoff, happening in January, 2020 at the Gaylord Palms Resorts and Convention Center in Orlando.

contact center solutions 75

contact center solutions Analytics Sales Contact Center 75

Jon Arnold

OCTOBER 16, 2020

In 2020, the contact center may be all about CX, but CX is about more than the contact center. Within the contact center, decision makers have learned to manage their own Big Data by going beyond reporting and adopting analytics. There is simply too much information for humans to comprehend and derive any business value from.

Big data 98

Big data Contact Center Analytics Metrics 98

Eptica

NOVEMBER 13, 2020

Date: Friday, November 13, 2020 Author: Pauline Ashenden - Demand Generation Manager Delivering impactful results from your Voice of the Customer programme. Published on: November 13, 2020. Share this page on: Tweet. You might also be interested in these posts: How to build a collaborative contact centre with Microsoft Teams.

Best practices 126

Best practices Analytics Marketing Customer Experience 126

CSM Magazine

DECEMBER 2, 2020

As we say farewell to 2020 there are plenty of positives to take from this year of change and challenges. By far the biggest takeaways from 2020 are: Remote work is here to stay – the pandemic has finally ended the decade-long debate on remote or home-working. Lessons learned.

Analytics 72

Analytics Self service Government Engineering 72

TechSee

OCTOBER 31, 2018

This growth is expected to continue, with Technavio predicting that the global telecom IoT market will post an impressive CAGR of more than 42% by 2020. The driver for this growth? Artificial intelligence (AI). With Gartner forecasting that 20.4 Predictive maintenance.

Interactive Voice Response 100

Interactive Voice Response Telecommunications Chatbots Big data 100

TechSee

MAY 1, 2018

There is a telling paradox in the utilities market. 86% of utilities already use AI in customer engagement applications, call center service and support, or digital marketing platforms, far exceeding AI use in other areas of operation. AI in utilities is also playing an increasingly central role in customer-facing interactions.

Analytics 132

Analytics Call Center Chatbots Self service 132

Lumoa

JANUARY 24, 2024

That’s where text analytics in customer feedback proves to be one of the most valuable tools for any business. In fact, a report from 2020 found 95% of senior marketing executives agreed that CX roles were essential for business growth. Careful and well-implemented text analytics can easily reveal dozens of improvement ideas.

Analytics 78

Analytics Feedback Metrics Surveys 78

Call Journey

JULY 13, 2020

Call Journey proudly announces its participation at the Genesys’ Virtual G-Summit ANZ 2020 to help more organisations significantly improve business performance in the new business-as-(un)usual. Call Journey is Genesys’ global conversation analytics partner. From marketing to sales, to service—make every moment count.

Analytics 74

Analytics contact center solutions Contact Center Marketing 74

TechSee

OCTOBER 2, 2018

In fact, the IDC forecasts that 25% of field-service technicians will use augmented reality by 2020, leveraging image overlay in their day-to-day activities. Here are some sample use cases: Predictive analytics and maintenance. Self-Service.

Technology 176

Technology Customer Support Technical Support Self service 176

CSM Magazine

OCTOBER 21, 2024

million Filipinos and generated approximately $26 billion in revenue in 2020 alone, according to Everest Group. This massive growth can be attributed to a combination of factors: the country’s English proficiency, cultural alignment with Western markets and a workforce known for its strong communication skills and customer-centric approach.

outsourcing 52

outsourcing Customer Experience Analytics Customer centricity 52

Callminer

DECEMBER 17, 2019

As industrial and economic globalization trends continue to develop in the world’s present market, the use of outsourced talent to accomplish a wide variety of tasks ranging from the rote and repeatable to the complex and mission-critical grows ever more ubiquitous. The call center market may double in revenue by 2022.

Call Center 207

Call Center outsourcing Contact Center Finance 207

Callminer

AUGUST 6, 2019

There are a number of call center software solutions on the market, comprising more than half a dozen types of these tools. 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 center software 140

call center software Best practices Call Center Interactive Voice Response 140

TechSee

SEPTEMBER 24, 2019

That’s exactly why companies must strive to make sure all touchpoints are harmonized in terms of content, messaging and tone of voice, including marketing communications and customer service scripts, at every milestone along the customer journey. Consistency throughout the journey.

Customer Experience 150

Customer Experience Self service Banking Analytics 150