Eptica

JANUARY 16, 2022

Date: Monday, January 17, 2022 Author: Pauline Ashenden - Demand Generation Manager How data analytics can enhance customer service. In our latest blog we explore this trend, highlighting some key findings from the ContactBabel UK Customer Experience Decision-Makers’ Guide 2021. Published on: January 17, 2022.

Analytics 127

Analytics Customer Service Best practices outsourcing 127

TechSee

APRIL 21, 2021

According to a 2021 survey, 65% of U.S. AI-Based Prediction of Customer Behavior via Speech Analytics. Thanks to structured data analysis, predictive analytics can now be performed by extracting information from massive amounts of data and using it to predict trends and future behavior patterns, such as customer churn.

Call Center 136

Call Center Contact Center Self service call center solutions 136

CCNG

DECEMBER 6, 2020

Next in line, there was a 5-way tie for the following capabilities: Omni Channel, Speech Analytics (word or sentiment recognition), Proactive Notifications, Chat Bots, and Intelligent routing to match best agent for each call. Finally, we asked about what people are planning to add in the near future.

Omni-channel support 195

Omni-channel support Contact Center Technology voip 195

ShepHyken

JANUARY 15, 2021

Customer retention can give a very clear indication of satisfaction, and this one is relatively simple to keep track of using the most commonly used analytics tools. Read Shep’s latest Forbes article: Three Strategies Successful Service Organizations Must Do in 2021. Keep Track of Customer Retention Figures.

Customer Experience 350

Customer Experience Metrics Customer retention Analytics 350

Fonolo

JUNE 8, 2021

Speech analytics is a great example, as it can help companies create more accurate profiles for customers, leading to better quality conversations and happier employees. Top Contact Center Technology Trends in 2021. Don’t be afraid to explore newer technologies. Measure what really matters.

Call Center 133

Call Center Morale Contact Center Technology 133

Totango

FEBRUARY 8, 2021

the largest and fastest-growing customer success platform, today announced that G2 has recognized the company as one of the Top 50 Best Software Companies for 2021. We are honored to be named to G2’s prestigious Top 50 Software list for 2021,” said Guy Nirpaz, CEO and Founder of Totango. Totango, Inc.,

Analytics 103

Analytics Enterprise Metrics Marketing 103

Spearline

JULY 13, 2021

Ultimate.ai’s ‘Navigating Customer Service 2021: The Year of Transformation’ free guide explores how COVID impacted the customer service industry. What’s on the horizon for 2021? The adoption of contact center Speech Analytics. Customers still rely on voice as their primary channel for customer service.

Contact Center 98

Contact Center Telecommunications Surveys Analytics 98

TechSee

FEBRUARY 1, 2021

billion in 2021, at a CAGR of 43.6%. AI-driven predictive analytics are one of the latest telecom trends helping telecoms provide better services by utilizing data, sophisticated algorithms and machine learning techniques to predict future results based on historical data. billion in 2016 to $17.67 The driver for this growth?

Telecommunications 107

Telecommunications Chatbots Big data Average Handle Time 107

ChurnZero

MAY 11, 2021

Last week Technology & Services Industry Association (TSIA) hosted their Spring virtual event called – TSIA Interact 2021. Here’s a roundup of our top five takeaways for Customer Success professionals from TSIA Interact 2021. . . TSIA (@TSIACommunity) May 4, 2021. . TSIA (@TSIACommunity) May 4, 2021. .

SaaS 98

SaaS Benchmark B2B Analytics 98

Contact Center Pipeline

OCTOBER 30, 2020

As we entered Q4 of a uniquely challenging year, our most-read posts in October reflected that contact center management are well into their annual planning and are looking ahead to 2021 and longer-term people and technology investments.

Contact Center 262

Contact Center Technology Customer Service Management 262

DMG Consulting

JUNE 8, 2021

Current Status of Speech (and Text) Analytics. Interaction analytics removes the mystery from customer conversations. DMG expects analytics-enabled quality management (AQM) to be one of the “next big things” in the IA market. Real-time guidance is another important and emerging use for IA solutions.

Analytics 107

Analytics Contact Center Enterprise Marketing 107

CCNG

OCTOBER 19, 2022

Martech Alliance, 2021) Nearly half (48%) of survey respondents said the customer experience they deliver falls below or significantly below their customers’ expectations. Martech Alliance, 2021) Customer-obsessed businesses expect to be 7x more relevant to customers, 5x more likely a top provider of products, and 4x more profitable.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Comm100

MARCH 30, 2021

The customer panic caused by the pandemic has had lingering effects on business: companies are being called to do more with less, with over 80% of consumers expecting more empathetic or more responsive service in 2021. Why is 2021 the year for omnichannel customer engagement? All for free, forever! Sign Up Free. Comm100 Free.

Education 105

Education Chatbots Benchmark Personalization 105

ChurnZero

OCTOBER 26, 2021

2021 SaaS Awards Announced – APPEALIE Honors The Very Best In Software. APPEALIE has announced the winners of the 2021 SaaS Awards and ChurnZero is honored to be recognized for the fifth year in a row. The 2021 APPEALIE SaaS Award winners are presented below: OVERALL SAAS AWARD WINNERS. LiquidPlanner. Stack Overflow.

SaaS 98

SaaS Customer centricity Metrics Education 98

Fonolo

FEBRUARY 2, 2021

3 Crucial CX Trends You Need to Know for 2021. Major Call Center Technology Trends in 2021. There have already been rapid innovations in call center tech , which will become mainstream in 2021. 3 Crucial CX Trends You Need to Know for 2021. Driving the Major Contact Center Technology Trends 2021.

Contact Center 91

Contact Center Technology Call Center Gamification 91

ChurnZero

OCTOBER 12, 2021

Announcing the Winners of ChurnZero’s 2021 ChurnHero Awards. In its second year, we’re excited to recognize ChurnZero customers in our 2021 ChurnHero Awards. In its second year, we’re excited to recognize ChurnZero customers in our 2021 ChurnHero Awards. Read below to learn about the awards and meet this year’s winners.

Healthcare 98

Healthcare Accountability Metrics Surveys 98

Upstream Works

FEBRUARY 10, 2021

As 2021 unfolds, the stakes have never been higher for contact center leaders to invest in the right technologies. As a starting point for these decisions, here are three technologies your contact center needs in 2021. In many ways, an omnichannel agent desktop could be your most important contact center technology investment in 2021.

Contact Center 78

Contact Center Technology Analytics Customer centricity 78

Hodusoft

JUNE 17, 2021

Contact centers in which agents heavily use applications such as CRM applications should look into desktop analytics to supplement call recording. Contact centers that deal with payment card information will need a solution that supports encryption of this information, and they need speech or text analytics. What do our customers say.

Marketing 98

Marketing Contact Center Telecommunications voip 98

Beyond Philosophy

MAY 12, 2021

Porte says they were hearing from their clients worldwide that 2021 was posing challenges for them. However, beyond that, 82 percent of respondents said that the challenges of managing customer engagement in 2021 were growing. Porte says that Verint researched this topic for several reasons. However, all the news wasn’t bad.

Chief Customer Officer 221

Chief Customer Officer Analytics Technology Surveys 221

Nicereply

SEPTEMBER 28, 2021

Let’s now take a look at the top 5 customer care tools for 2021: HubSpot Service Hub. Customer service analytics. HelpCrunch integrates with other apps and the tools you might already use, like Slack or Google Analytics. Advanced analytics. Best for: All-in-one help desk tool. Features: Multi-channel data collection.

Customer Service 98

Customer Service call center software Surveys Analytics 98

DMG Consulting

JANUARY 17, 2021

Welcoming in 2021, the Year of the Vaccine. 2021 started off quietly, with many of us welcoming in the new year from the safety of our homes, but this didn’t last long. 2021 started off quietly, with many of us welcoming in the new year from the safety of our homes, but this didn’t last long. Happy New Year!

Government 90

Government Consulting Consulting Healthcare 90

Call Design

FEBRUARY 19, 2025

Managing Real-Time Schedule Changes The 2021 ICMI State of Workforce Management report highlights that managing real-time schedule changes is a top challenge for workforce planners. By analysing historical data and current trends, predictive analytics can forecast issues before they arise and suggest preventative measures.

Analytics 78

Analytics Coaching Technology Management 78

Eptica

DECEMBER 3, 2020

Date: Thursday, December 3, 2020 Author: Pauline Ashenden - Demand Generation Manager Contact centre predictions to watch for in 2021. Author: Pauline Ashenden - Demand Generation Manager As contact centres come to terms with the disruption caused by COVID-19, what are the trends to focus on in 2021? Published on: December 03, 2020.

Analytics 72

Analytics Marketing Technology Management 72

CSM Magazine

DECEMBER 2, 2020

Magnus Geverts at Calabrio sums up the lessons learned and reveals his top 3 predictions for 2021. . What’s in store for 2021? Here are three predictions for 2021: 1. Agent wellbeing will take centre stage – as more contact centres continue homeworking into 2021. What does 2021 have in store for you?

Analytics 72

Analytics Self service Government Engineering 72

Comm100

JANUARY 21, 2021

If 2021 is the year that you want to find the best live chat software for your small business, then read on to find out everything you need to know about small business live chat software. Using live chat analytical tools, you can learn about a visitor’s interaction with your site (time on site, entrance information, pages visited, and more).

Surveys 98

Surveys Marketing Sales Customer Support 98

DMG Consulting

SEPTEMBER 24, 2021

The Transformational Value of Interaction Analytics. July 7, 2021 Donna Fluss. INTERACTION ANALYTICS (IA) has proven its worth and benefits in the best and worst of times. Interaction analytics is the only application that can provide this variety of information. View this article on the publisher’s website.

Analytics 77

Analytics Enterprise Contact Center Quality management 77

Tethr

DECEMBER 8, 2021

AUSTIN, TEXAS (PRWEB) DECEMBER 07, 2021. Tethr has been at the forefront of innovation in the conversation analytics market over the past five years. The conversation analytics market is changing and maturing. The conversation analytics market is changing and maturing. They need specific, actionable insights. About Tethr.

Analytics 88

Analytics Enterprise Sales Customer Care 88

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. According to 2021 data, 59%-70% of patients would rather self-schedule appointments. To learn more, contact us.

Healthcare 145

Healthcare Technology Self service Analytics 145

Talkdesk

DECEMBER 22, 2020

The G2 Winter 2021 Report is out! ?? Best Speech Analytics Software. Here’s to an even better 2021 delivering great customer experience! Just before wrapping up 2020, we have yet another reason to show appreciation for our customers. Best Telecom Services for Call Centers Software. Best Auto Dialer Software. out of 5 stars. ??

call center software 139

call center software Contact Center SaaS CRM 139

delighted

JUNE 3, 2021

A year after the pandemic began, in April 2021, we’re seeing a resurgence in consumer spending with the US vaccine rollout and as businesses reopen. The post The time is now for omnichannel retail: 2021 consumer trends appeared first on Delighted. So what does this mean for retail? Which of the pandemic trends will stick?

Advertising 101

Advertising Entertainment Sales Personalization 101

Upstream Works

JANUARY 26, 2021

The Accelerated Need for Digital CX in 2021. Embracing Contact Center AI in 2021. Contact centers of all sizes will have to continue to adapt to the new normal throughout 2021. The post The Accelerated Need for Digital Transformation in 2021 appeared first on Upstream Works. Supporting a distributed workforce.

Contact Center 78

Contact Center Self service Technology Surveys 78

Contact Center Pipeline

DECEMBER 31, 2021

As 2021 draws to a close, our readers are looking to improve their enterprise operations by promoting their value and visibility, harnessing the power of IVAs, and utilizing all the data the contact center holds. Our readers are also finding out just how to arm their supervisors with the tools necessary to adapt and pivot […].

Contact Center 36

Contact Center Enterprise Analytics Technology 36

Beyond Philosophy

MAY 1, 2021

The Verint Customer Engagement Cloud Platform draws on the latest advancements in AI and analytics, an open cloud architecture, and The Science of Customer Engagement to meet ever-increasing, ever-shifting consumer interactions and demands. A massive gap exists. Please tell us how we are doing! Complete this short survey.

Consulting 150

Consulting Consulting Analytics Enterprise 150

Eptica

NOVEMBER 26, 2021

Date: Friday, November 26, 2021 Author: Pauline Ashenden - Demand Generation Manager 6 keys to success for outsourced customer service providers. Published on: November 26, 2021. billion between now and 2025. Read the full article on our parent company Enghouse Interactive’s site here. Share this page on: Tweet.

outsourcing 121

outsourcing Customer Service Cloud contact Best practices 121

ShepHyken

AUGUST 16, 2022

He is recognized as AI Innovator of the Year 2021 at the AIconics Awards and named one of Corinium’s Top 100 Leaders in Data & Analytics 2022. Leveraging AI was able to deflect 90% of the conversation, so that the 10% who really needed to speak to a human could.” Shep Hyken is a customer service and experience expert,?

Government 165

Government Healthcare Customer Care Analytics 165

Tethr

AUGUST 26, 2021

For future customers (and curious onlookers), enjoy this sneak peek into the inner workings of Tethr’s AI-powered conversation analytics machine. . Without further ado, let’s take a look at the Tethr product updates for August 2021: Dashboard sections. If you’re an organization fiend, this one’s for you.

Coaching 70

Coaching Analytics Metrics Sales 70

TechSee

MAY 4, 2021

businesses extended their remote working scheme to 2021. 62% plan to continue expanding their remote work capabilities well into 2021. In fact, Global Workplace Analytics estimates that 25-30% of the workforce will be working from home multiple days a week by the end of 2021. WFH employees in the U.S

Customer Service 182

Customer Service Contact Center Agent burnout Call Center 182