ShepHyken

DECEMBER 12, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. Boomtrain) Artificial Intelligence, machine learning, and big data analytics have been around for a while in the B2B world. by Tara Thomas.

Customer Service 273

Customer Service Chatbots Contact Center Metrics 273

ShepHyken

SEPTEMBER 23, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. At first, I thought this article was written for consumers. Then read this article. Here are my top five picks from last week.

Journey mapping 264

Journey mapping Customer Service B2B Analytics 264

ShepHyken

APRIL 1, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. AI adoption is nascent, but it’s set to soar as more teams turn to chatbots, text, and voice analytics, and other use cases.

Customer Service 259

Customer Service Chatbots Engineering Analytics 259

CCNG

JUNE 12, 2024

Speech analytics emerges as an effective solution to automate this analysis process. This article will explore the basics of speech analytics, including its definition, functionality, types, and primary use cases within call centers. What is Speech Analytics? How does Speech Analytics work?

Analytics 195

Analytics CCNG Quality management Call Center 195

Joe Rawlinson

JANUARY 24, 2025

Without a clear understanding of business analytics, entrepreneurs risk making decisions that may harm growth and profitability. Business analytics isnt just for large corporations. This article dives into the essential role of business analytics and how entrepreneurs can use it to achieve long-term success.

Analytics 78

Analytics Marketing Education Sales 78

ShepHyken

MAY 13, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: This article is about customer support. My Comment: I enjoy articles on customer service metrics. Data analytics.

Customer Service 193

Customer Service Customer retention Metrics Advertising 193

ShepHyken

SEPTEMBER 26, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: This article shares the traits and qualities of those looking for a job in customer service. Take a look at the future of CX analytics.

Customer Service 176

Customer Service Customer retention Analytics Surveys 176

Global Response

MARCH 12, 2025

Read Time: 12 minutes Table of Contents Introduction Looking to understand and use contact center analytics to boost efficiency and build customer loyalty? Key takeaways Understanding contact center analytics : Contact center analytics collect consumer data to help you review customer interactions and make informed business decisions.

Contact Center 62

Contact Center Analytics First call resolution Abandon rate 62

ShepHyken

JANUARY 17, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. You need to read this article now! Understand and Predict Customer Needs With Customer Journey Analytics by Simon Fraser.

Customer Service 176

Customer Service Journey mapping outsourcing Customer Experience 176

Beyond Philosophy

SEPTEMBER 10, 2015

Foresee , a Customer Experience analytics firm, examined the results of two studies that used their analytics technology last fall. To see the full article, click here. It’s not only good for employee engagement, but it can mean your Customers are more satisfied with you—and how much they spend with your brand.

Employee engagement 419

Employee engagement Consulting Consulting Banking 419

ShepHyken

APRIL 30, 2021

In 2021, you can gain an edge over the competition by introducing predictive analytics to analyze the user experience and close the customer feedback loop. . You can even employ analytics to predict customer expectations and plan your conversations accordingly. Using Predictive Analysis for Customer Management.

Customer Service 375

Customer Service Chatbots Analytics Upselling 375

ShepHyken

JUNE 1, 2023

This week, we feature an article by Miika Makitalo, CEO of HappyOrNot , the company behind the Smiley Touch™ customer experience improvement solution and a leader in data analytics. He discusses how feedback and data analytics can make or break the customer experience. This leads to repeat business.

Analytics 156

Analytics Customer Experience Feedback Chatbots 156

ShepHyken

DECEMBER 3, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: This article shows the power of generative AI (ChatGPT-type technologies). Here are my top five picks from last week.

Customer Service 161

Customer Service Personalization Surveys Chatbots 161

ShepHyken

DECEMBER 15, 2017

This week we feature an article by Keith Schorah who states that in order to deliver an excellent customer experience, you have to know your customers better than ever before, and this begins with your frontline. Employees must be able to focus on the customer information and analytics that matters to them most.

Employee engagement 305

Employee engagement Customer centricity Feedback Morale 305

ShepHyken

JANUARY 15, 2021

This week we feature an article from Thomas Fordham, Co-Founder and Chief Operating Officer at TAP London. 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. But monitoring it is sometimes easier said than done.

Customer Experience 353

Customer Experience Metrics Customer retention Analytics 353

ShepHyken

NOVEMBER 22, 2019

This week we feature an article by Robert Occanyan who shares what successful customer support teams are doing to deliver an exceptional customer experience. . In fact, according to an article published in The Washington Post , “[…]in general, we tend to notice the negative more than the positive.”. You can find him on LinkedIn.

Customer Support 370

Customer Support Multi-channel support voip Benchmark 370

24-7 InTouch

NOVEMBER 18, 2024

Advanced analytics become possible with SMS’s interactive nature, providing valuable insights for optimizing workflows. The post Article: Enhancing Customer Experience Through SMS Deflection appeared first on IntouchCX. 74% of customers feel more connected to a business they can message directly 73% of U.S.

Interactive Voice Response 52

Interactive Voice Response Customer Experience First call resolution Average Handle Time 52

ShepHyken

NOVEMBER 4, 2016

Predictive Analytics: Millennials have changed the way traditional customers used to buy, behave or react to different perspectives. Such analytics can provide great turnaround to any organization and help them to stand out of the ordinary. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Analytics 318

Analytics B2B Technology Enterprise 318

ShepHyken

SEPTEMBER 7, 2023

This week, we feature an article by Devin Pickell, Growth Marketing practitioner and head publisher of Do I Need SEO. Customer health monitoring Train your team on the tools and analytics platforms you use to monitor customer health. Assess how they’re going to harness analytics to make the right decisions.

B2C 349

B2C Customer centricity Feedback Upselling 349

ShepHyken

SEPTEMBER 14, 2018

This week we feature an article by David Olson who shares tips on how to use live chat software correctly. – Shep Hyken. You can use your trusty analytics reports to see which is most effective. Track Analytics. Do you think they’re resistant to using analytics with their live chat software to track progress?

Analytics 725

Analytics Sales Banking Technology 725

Callminer

MARCH 2, 2020

Once you begin accurately tracking this metric, you can take measured steps towards raising it using the rest of the ideas in this article. To learn about how speech analytics can help boost customer satisfaction, download our white paper, Reduce Churn and Increase Customer Satisfaction with Speech Analytics.

First call resolution 291

First call resolution Analytics Metrics Call Center 291

ShepHyken

SEPTEMBER 16, 2016

Basic examples of KPIs include visitor engagement, cart abandonment, bounce rate and conversion rate, but Google Analytics can be used to define and measure practically any goal. With over 20 years of global experience in Marketing Applications and Analytical CRM, Mark Smith is a leader in building, growing and managing successful companies.

Customer Experience 300

Customer Experience Personalization Marketing Analytics 300

Beyond Philosophy

MAY 19, 2015

Predictive analytics. Predictive analytics describes how a company looks at data sets to identify patterns of behavior in Customer groups. Target used predictive analytics to determine the Customer’s behavior when she learns she is pregnant. How did they get so good at this? 3: The Best Companies Link Employee Engagement and CX.

Employee engagement 370

Employee engagement Analytics Banking Customer Experience 370

ShepHyken

SEPTEMBER 28, 2018

This week we feature an article by Linda Ginac who shares effective HR tech solutions that help companies focus on employee engagement. – Shep Hyken. Feedback and Analytics. Finally, HR technology has a significant potential to boost employee engagement through easy-to-use feedback and data analytics platforms.

Employee engagement 274

Employee engagement Education Analytics Technology 274

ShepHyken

MAY 31, 2019

This week we feature an article by Abdul Babar who explains why your customer experience strategy must be a priority for any customer-facing organization. You can also use analytics data to better understand your customer demographics, interests and behaviors. There are a few ways that you can get a clear picture of your customer.

Customer Experience 306

Customer Experience Feedback Construction Personalization 306

CCNG

SEPTEMBER 11, 2024

Ranging from the intricacies of AI-driven personalization to the influential real-time analytical capabilities shaping proactive decision-making, these trends not only redefine operational structures but also signify a monumental shift in how contact centers engage with customers, aiming to provide unparalleled experiences.

Contact Center 195

Contact Center Technology CCNG First call resolution 195

C3Centricity

NOVEMBER 26, 2024

In this article, we’ll explore why Radical Consumer Centricity matters, how leading companies achieve a consumer-led structure, and why adaptable frameworks, such as C3Centricity’s QC2™ process, are crucial to effectively guiding this journey. It’s a transformational shift essential to gaining a lasting competitive edge in today’s market.

Banking 116

Banking Feedback Customer retention Marketing 116

ShepHyken

OCTOBER 2, 2020

This week we feature an article from Anthony Kreychmar, founder and CEO of Fortuna Visual Group. Customer data analytics is possible due to the rise of IoT, Big Data, and, of course, AI. F or more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. The technologies will continue to evolve.

Advertising 256

Advertising Big data Healthcare Personalization 256

ShepHyken

JULY 5, 2019

This week we feature an article by Alexandra Mederrick who writes about why effectively communicating online with your customers is a key to success for any business. For example, your business can make data-driven decisions based on top linked articles to your tickets and calls. Do you speak Internet? It’s to head to Google.

Feedback 313

Feedback Self service Best practices Scripts 313

NobelBiz

JULY 25, 2023

Interaction Analytics often termed the keystone of customer engagement strategies, provides businesses with a profound look into customer behaviors, preferences, and patterns when engaging with products or services. What is Interaction Analytics?

Analytics 98

Analytics Call Center Scripts Contact center software 98

ShepHyken

JULY 12, 2019

This week we feature an article by Hugues Meyrath who says that by integrating machine learning and AI capabilities into your processes, you can optimize the performance of your facilities and staff to drive a positive customer experience. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Customer Experience 284

Customer Experience Technology Enterprise Analytics 284

Beyond Philosophy

SEPTEMBER 25, 2017

I’ve been reading about Big Data’s foray into “Journey Analytics.” Journey analytics seeks to improve customer experience by collecting data at each point on a customer’s journey and mapping customers’ paths – whether they lead to a purchase or not. If you liked this article, you might also enjoy these: Remarkable! Unbelievable!

Big data 284

Big data Journey mapping Consulting Consulting 284

ShepHyken

OCTOBER 21, 2016

Her matter-of-fact tone and desire to get right into the details reveals that she is a logical and analytical Owl. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. Read Shep’s latest Forbes Article: Avoid These Ten Crimes Against The Customer. Next, he quickly Determines Orla’s style.

Sales 312

Sales Personalization Analytics 312

ShepHyken

NOVEMBER 29, 2019

This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. The mobile app experience seamlessly integrates with pioneering technologies like artificial intelligence, augmented and virtual reality and big data analytics to offer engaging experiences.

Technology 267

Technology Customer Experience Complaint resolution Gamification 267

AWS Machine Learning

DECEMBER 4, 2024

SageMaker Unified Studio setup SageMaker Unified Studio is a browser-based web application where you can use all your data and tools for analytics and AI. This will provision the backend infrastructure and services that the sales analytics application will rely on. You’ll use this file when setting up your function to query sales data.

APIs 101

APIs Sales Surveys Analytics 101

CX Accelerator

JANUARY 7, 2019

Here’s an example from the text analytics world. Conclusions I recently wrote an article for ICMI with technology upgrades for contact centers to consider in 2019. In that article I cautioned us to not become too enamored with chatbots but to keep our focus on making te agents more efficient.

Chatbots 275

Chatbots Contact Center Technology Analytics 275

ShepHyken

NOVEMBER 30, 2018

This week we feature an article by Brian Cantor who gives us a list of ways to achieve success and consistency when communicating with customers on any channel. – Shep Hyken. Using the journey map, analytics and voice of the customer data, identify the specific factors that drive satisfaction within each channel. It Had Better Be!

Abandon rate 253

Abandon rate Journey mapping Average Handle Time Customer centricity 253