Interactions

OCTOBER 23, 2024

NVIDIA’s State of AI in Retail and CPG: 2024 Trends report analyzed 30 different AI use cases applicable to retail, while Gartner’s Generative AI Use-Case Comparison for Retail paper from July 2024 looked at 20 common use cases. Natural-language interfaces for analytics for easier-to-interpret insights and suggestions.

Contact Center 62

Contact Center Surveys Self service Analytics 62

Lumoa

JANUARY 24, 2024

That’s where text analytics in customer feedback proves to be one of the most valuable tools for any business. Customer satisfaction drives key metrics like your Net Promoter Score (NPS). In 2024, delivering quality CX is so critical to business success that no Customer Experience Officer (CXO) can afford to overlook it.

Analytics 78

Analytics Feedback Metrics Surveys 78

ROI CX Solutions

DECEMBER 16, 2024

Holiday tips for success: Utilize call-back queues, track metrics, prepare for common inquiries, and maintain a positive attitude when dealing with frustrated customers. Evaluate and improve: Review metrics from the holiday season to refine strategies for the next year.

Contact Center 52

Contact Center Interactive Voice Response Average Handle Time outsourcing 52

CSM Magazine

DECEMBER 2, 2024

.” Through deep-dive workshops with Westcon-Comstor, TTEC Digital was able to understand the firm’s challenges and requirements, identify key metrics for measuring progress, ensure end user buy-in, and establish a transformation plan. Work to further optimize the SPO program is ongoing.

Sales 52

Sales CRM Consulting Consulting 52

ChurnZero

OCTOBER 8, 2024

Their top metrics are almost all revenue-driven. Three of the 2024 Customer Success Leadership Study’s key findings suggest not. 2024 marks ChurnZero’s fifth annual report on the top trends in customer success; the largest and most definitive in the industry, with more than 1,000 CS leaders surveyed this year.

SaaS 59

SaaS Surveys Metrics Sales 59

ChurnZero

MARCH 7, 2025

At ZERO-IN 2024, Higher Locic ‘s Heather Wendt gave an excellent presentation on the steps of building a community and amplifying its networking effects and business impact. This intermediate stage offers offers affordable solutions with limited analytical capabilities. 2: Align community metrics with organizational goals.

SaaS 52

SaaS Gamification B2B Metrics 52

AWS Machine Learning

SEPTEMBER 18, 2024

Real-time performance dashboards with few-click setup – SageMaker HyperPod integrates seamlessly with real-time dashboards to monitor node health, GPU utilization, network traffic, and other key metrics. This is required because you need the exporter services on the cluster to emit metrics to Amazon Managed Service for Prometheus.

Scripts 105

Scripts Metrics Management Accountability 105

24-7 InTouch

AUGUST 1, 2024

Winnipeg, MB – August 1, 2024 – IntouchCX, a global leader in contact center and technology solutions, has announced that it has been recognized as a Major Contender in Everest Group’s Conversational AI Products PEAK Matrix® Assessment 2024. To learn more about us, visit intouchcx.com.

Coaching 59

Coaching Employee engagement Engineering Technology 59

ChurnZero

MARCH 14, 2025

According to the 2024 Customer Success Leadership Study , the number of customer success teams under the CRO jumped from 24% in 2023 to 33% in 2024. 2: Dont lose sight of value realization metrics and the importance of a consultative approach as leading indicators of revenue goals.

Upselling 52

Upselling Sales Customer retention Consulting 52

ChurnZero

JANUARY 25, 2024

How will customer success jobs, and the skills they require, evolve in 2024? Let’s explore the essential trends, specializations, and factors driving the evolution of CS skills in 2024, and consider how you can upskill yourself and your team to stay at the cutting edge.

Education 52

Education Upselling Consulting Consulting 52

Hodusoft

MARCH 22, 2024

Experience the Evolution: HoduSoft Showcasing HoduCC Omnichannel CX Suite at Enterprise Connect 2024 “Customer experience is one of the two core pillars of customer retention.” The post Experience the Evolution: HoduSoft Showcasing HoduCC Omnichannel CX Suite at Enterprise Connect 2024 appeared first on Hodusoft. Ask for a Free demo!

Enterprise 52

Enterprise Interactive Voice Response Contact center software call center software 52

ChurnZero

MARCH 24, 2025

Maybe you have the data somewhere – engagement metrics are in the marketing automation platform, sales lives in the CRM, product usage data lives in your own application, the list goes on. 3: Your CS teams processes feel inconsistent or repetitive. Its a common refrain now: integrate AI to make things easier, save time, do more.

Technology 52

Technology CRM Engineering Finance 52

CSM Magazine

FEBRUARY 7, 2024

It is expected that 2024 will bring stability and gradual growth. The increased emphasis on data-driven recruiting and hiring strategies The increased emphasis on data-driven recruiting and hiring strategies has led to a greater focus on embracing real-time analytics.

Analytics 52

Analytics Education Marketing Technology 52

OctopusTech

MAY 23, 2024

The best approach to develop marketing personas that accurately reflect your target audience is to collect primary data and update and modify them frequently when you gain new insights from analytics (and other data sources). Some keyword metrics to look out as you carry out keyword research include; search volume, CPC and difficulty score.

B2B 62

B2B Engineering Sales Advertising 62

NobelBiz

FEBRUARY 13, 2024

In 2024, businesses have the crucial responsibility of understanding and adopting the latest technology trends in customer service. Watch video Reporting and Analytics Comprehensive reporting and analytics tools are indispensable for monitoring performance, identifying trends, and making data-driven decisions to improve operations.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

customer sure

JANUARY 20, 2025

Advanced data analytics and AI, or even just thoughtful use of CRM data, make it possible to deliver hyper-personalised experiences at the touchpoints which are most important to customers. Personalisation at Scale: Meeting Customers Where They Are Gone are the days of one-size-fits-all customer interactions.

Customer centricity 62

Customer centricity Customer retention Feedback Best practices 62

AWS Machine Learning

DECEMBER 13, 2024

This post was written with Darrel Cherry, Dan Siddall, and Rany ElHousieny of Clearwater Analytics. About Clearwater Analytics Clearwater Analytics (NYSE: CWAN) stands at the forefront of investment management technology. This integration has resulted in a potent asset for both Clearwater customers and their internal teams.

Analytics 72

Analytics Management Accountability Engineering 72

Balto

AUGUST 23, 2024

Here’s the good news: in 2024, we have a wide array of capable call center quality assurance software solutions that can streamline QA processes, automate manual tasks, and deliver insightful reports to support decision-making. The post Top 5 Call Center Quality Assurance Software for 2024 appeared first on Balto.

Call Center 52

Call Center Coaching Surveys Contact Center 52

Calabrio

MARCH 5, 2025

Analytics What is First Call Resolution? First call resolution is far more than just a metric; it’s a direct reflection of your customer service effectiveness and significantly impacts your business’s bottom line. Utilize analytics tools for real-time dashboards and call recording for detailed interaction analysis.

First call resolution 40

First call resolution Contact Center Analytics Morale 40

AWS Machine Learning

SEPTEMBER 11, 2024

Common examples of time series data include sales revenue, system performance data (such as CPU utilization and memory usage), credit card transactions, sensor readings, and user activity analytics. The following is a brief explanation of the output fields: measure – This represents the metric we are tracking for anomalies.

Management 98

Management Metrics Construction Sales 98

BlueOcean

NOVEMBER 13, 2023

As customer care teams start planning for 2024, we’ve seen how easy it can be to get stuck in a rut. Voice of Customer analytics: Everything you need to know Customer experience is, we believe, the core of excellent customer care. And voice of the customer (VoC) analytics is one valuable piece of the CX puzzle.

Customer Care 71

Customer Care Analytics Contact Center outsourcing 71

Balto

NOVEMBER 18, 2022

Case in point: investment, and conversely cost-cutting, has a direct impact on metrics like NPS and CSAT — key predictors of customer loyalty, and ultimately company revenue. Let’s take a look at how executive viewpoints and perceptions affect these KPIs and how executives are looking to AI technologies to enhance their CX metrics.

Contact Center 98

Contact Center Self service Metrics Surveys 98

AWS Machine Learning

MAY 7, 2024

Based on a survey conducted by American Express in 2023, 41% of business meetings are expected to take place in hybrid or virtual format by 2024. Its effectiveness is measured through metrics like perplexity, accuracy, and F1 score, and it is fine-tuned to respond to instructions with relevant and coherent text outputs.

Construction 123

Construction Engineering Enterprise Analytics 123

AWS Machine Learning

MAY 2, 2024

As new embedding models are released with incremental quality improvements, organizations must weigh the potential benefits against the associated costs of upgrading, considering factors like computational resources, data reprocessing, integration efforts, and projected performance gains impacting business metrics.

Benchmark 121

Benchmark Metrics Enterprise APIs 121

AWS Machine Learning

FEBRUARY 19, 2025

At AWS re:Invent 2024, we launched a new innovation in Amazon SageMaker HyperPod on Amazon Elastic Kubernetes Service (Amazon EKS) that enables you to run generative AI development tasks on shared accelerated compute resources efficiently and reduce costs by up to 40%. Kareem Syed-Mohammed is a Product Manager at AWS.

Government 71

Government Best practices Engineering Enterprise 71

Lumoa

FEBRUARY 14, 2024

From lead conversion rates (CVR), click-through rates (CTR), and Net Promoter Scores (NPS), companies use multiple metrics to analyze the effectiveness of their CX strategy. Is your CX strategy up to the task of meeting customers’ expectations going into 2024? More Data-Driven Analytics Advanced analytics is enhancing the CX industry.

Customer Experience 78

Customer Experience Chatbots SaaS Analytics 78

AWS Machine Learning

AUGUST 26, 2024

From the period of September 2023 to March 2024, sellers leveraging GenAI Account Summaries saw a 4.9% This involves benchmarking new models against our current selections across various metrics, running A/B tests, and gradually incorporating high-performing models into our production pipeline. The impact goes beyond just efficiency.

Sales 118

Sales Accountability Feedback Metrics 118

ClearAction

MARCH 22, 2024

Controlling Touchpoints Model for CX is a Team Sport CX is a Team Sport surfaced as the theme from the 2024 Customer Experience West Conference in British Columbia, Canada. In the 2024 CX West Conference: “The key message from every panel was this: The revenue team that connects the most dots wins the customer.”

Chief Customer Officer 62

Chief Customer Officer Customer centricity Airlines Metrics 62

JustCall

APRIL 23, 2024

Visualized analytics : Many predictive dialer software products will promise analytics and give you a basic dashboard with many contextless numbers. Look for a dialer with detailed analytics for campaigns, teams, and individual reps. You should also be able to visualize and manipulate this data via graphs and charts.

call center software 52

call center software Sales CRM Chatbots 52

COPC

OCTOBER 8, 2024

In 2024 alone, 11x more AI models were put into production than last year, showing a clear shift from experimentation to real-world application. Real-time insights from sources like sales metrics, customer interactions, and digital analytics help businesses stay competitive by spotting trends early and seizing opportunities.

Government 89

Government Healthcare Benchmark Technology 89

AWS Machine Learning

NOVEMBER 3, 2023

This new metric aims to shed light on the velocity behind these incredible goals, enhancing our understanding and appreciation of the game even further. Let’s look at some examples from the current season (2023–2024) The following videos show examples of measured shots that achieved top-speed values. fast shots.

Metrics 108

Metrics Telecommunications Consulting Consulting 108

CSM Magazine

APRIL 17, 2024

Victor Obando, VP of Customer Solutions, ActivTrak Earlier this year the World Bank predicted the global economy would slow for a third straight year in 2024. Understand Inputs and Outputs People analytics and customer service systems provide countless metrics that can help you assess the balance of efforts vs. outcomes.

Customer Service 59

Customer Service Scripts Banking Analytics 59

Call Design

MAY 15, 2024

SYDNEY, Australia, 16 May, 2024: Call Design, a leading provider of workforce optimisation solutions, has announced a new strategic partnership with ProHance, an enterprise-grade operations enablement and analytics platform that provides insights for smarter decisions in complex, distributed and hybrid workforces.

Enterprise 60

Enterprise Analytics Employee engagement Consulting 60

Call Design

MAY 15, 2024

SYDNEY, Australia, 16 May, 2024: Call Design, a leading provider of workforce optimisation solutions, has announced a new strategic partnership with ProHance, an enterprise-grade operations enablement and analytics platform that provides insights for smarter decisions in complex, distributed and hybrid workforces.

Enterprise 60

Enterprise Analytics Employee engagement Consulting 60

AWS Machine Learning

MAY 9, 2024

Verisk (Nasdaq: VRSK) is a leading data analytics and technology partner for the global insurance industry. Through advanced analytics, software, research, and industry expertise across over 20 countries, Verisk helps build resilience for individuals, communities, and businesses.

Engineering 129

Engineering Customer Support APIs Government 129

Outsource Consultants

MARCH 3, 2025

Financial services cybersecurity regulations are constantly evolving, with new requirements expected for 2024 and beyond. This includes CRM software, call routing systems, and analytics tools. Inquire about their omnichannel support offerings and their ability to provide real-time reporting and analytics.

outsourcing 67

outsourcing Call Center Average Handle Time First call resolution 67

Balto

JANUARY 22, 2024

But that’s just a small part of what you can do with an advanced language model — you can do more things, such as comparing this quarter’s metrics with those of the previous quarters. The post Generative AI is Shaping The Future of Contact Centers in 2024 appeared first on Balto. That’s where generative AI saves the day.

Contact Center 52

Contact Center Coaching Average Handle Time Scripts 52