Callminer

MARCH 9, 2020

That’s why it’s important to make use of the best tools available for the job.” ” – 15 Best Practices For Effective Call Center Management , Sling. Best Practices for Leveraging Your Call Center’s Scheduling Software. Look for scheduling tools that come with free updates.

Best practices 182

Best practices Call Center Analytics Metrics 182

Callminer

APRIL 23, 2019

By removing all sensitive data without sacrificing the context of conversations, companies can get the full benefits of customer engagement and speech analytics solutions to boost customer service and agent performance while simultaneously maintaining compliance. Expert PCI Compliance Tips & Best Practices.

Best practices 159

Best practices Call Center Banking Contact Center 159

Callminer

MARCH 2, 2020

To learn about how speech analytics can help boost customer satisfaction, download our white paper, Reduce Churn and Increase Customer Satisfaction with Speech Analytics. Higher scores correlate strongly with a high first call resolution rate, signaling an appropriate level of knowledge and competency among your agents.

First call resolution 291

First call resolution Analytics Metrics Call Center 291

Callminer

MARCH 12, 2020

Modern call centers that handle consumer payment card information should adopt the best practices the council’s official documents specify, such as following appropriate methods for ensuring PCI call recording and transcription compliance.

Call Center 182

Call Center Analytics Best practices Government 182

NICE inContact

OCTOBER 29, 2018

Sheila McGee Smith, the founder and principal analyst at McGee-Smith Analytics, a leading customer experience industry analyst and strategic consultant, has developed a decision framework to help contact center leaders navigate this process with confidence.

Best practices 48

Best practices Contact Center Contact center software contact center solutions 48

Callminer

MAY 26, 2020

For more information on the customer experience, download our white paper, The CX Pro’s Guide to Speech Analytics. First Response Time (FRT) makes this critical caller waiting period clear enough to act on, ensuring you can positively impact the customer journey and experience at the very first touchpoint.

Call Center 340

Call Center Metrics Average Handle Time First call resolution 340

Callminer

NOVEMBER 9, 2020

Speech analytics software , for example, enables call centers to review past fraudulent calls, customize a fraudulent scorecard, and leverage real-time analytics to provide guidance to agents while on the call if a call is flagged as potential fraud. Caller has difficulty answering KBA questions.

Call Center 345

Call Center Banking Contact Center Accountability 345

Callminer

MAY 27, 2020

More modern contact centers effectively do the same while incorporating a few key differences to better harness emerging options in communication and analytics. Understanding the deeper differences between these two similar, but different, types of organizations can help decision-makers in choosing the best options for their own businesses.

Call Center 207

Call Center Contact Center Interactive Voice Response Self service 207

Callminer

JULY 22, 2020

For call centers, there are various ways that termination letters can be created to align with legal best practices and company needs. For information on reducing employee churn at your call center, download our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition.

Call Center 182

Call Center Customer Service Best practices Coaching 182

JivoChat

JUNE 26, 2022

But, your text also needs to be persuasive to compel the audience to follow the call to action and be aligned with SEO best practices. You will understand how to use the power of words to get more leads, techniques for writing white papers, and how to write effective press releases. White papers.

B2C 75

B2C B2B Sales Best practices 75

TechSee

OCTOBER 19, 2021

Use of Analytics. Reverse logistics stakeholders can leverage analytics to identify patterns and trends in returns. In recent years, one e-commerce returns best practice tactic that many companies have used is training videos. This helps to reduce returns due to faulty or malfunctioning electric products. Training Videos.

Average Handle Time 124

Average Handle Time Sales Analytics Self service 124

Callminer

JUNE 18, 2020

To learn more about employee churn and analytical methods of addressing it, download our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition. Read on to learn a few powerful questions worth asking during such interviews to leverage your lost employees’ critical insights.

Call Center 182

Call Center Morale Feedback Analytics 182

Callminer

FEBRUARY 23, 2021

To learn more about how call centers can adapt to new challenges in the era of COVID-19, download our white paper: Contact Center Practices and Guidelines for Managing Through COVID-19. Analytics are more important than ever. Omnichannel analytics will be used to unify and improve CX. Technological Trends.

Call Center 376

Call Center Technology Banking Contact Center 376

Callminer

FEBRUARY 10, 2020

If you are interested in learning about improving performance among your agents and bolstering agent retention within your organization through interaction analytics, take a look at our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition.

Call Center 182

Call Center Coaching Morale Analytics 182

Help Scout

AUGUST 11, 2021

Fonolo also offers several other resources if blog posts aren’t your preferred way of learning, for example: White papers. HubSpot has a regular publishing cadence of content like webinars, blog posts, white papers, and ebooks. Using Automated Best Practices Puts the ‘Intelligence’ in Artificial Intelligence.

Customer Service 82

Customer Service Coaching Education Best practices 82

Cisco - Contact Center

FEBRUARY 21, 2020

To learn more about how to create a customer-centric organization read our white paper . Introducing Webex Experience Management: AI-Powered Journey Analytics Transform Customer and Agent Experiences. Join Our On-Demand Webinar: Best Practices for Moving your Contact Center to the Cloud. Learn More.

Customer Experience 78

Customer Experience Customer centricity contact center solutions Contact Center 78

Kayako

OCTOBER 6, 2015

If you sell someone a social media management suite but don’t keep them up to date on industry best practices, for instance, they’ll find someone else that will. Find your best content. Use Google Analytics to find your best-performing content. White papers. Landing pages.

Marketing 96

Marketing Education Best practices Analytics 96

Callminer

NOVEMBER 18, 2020

If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance. Best practice examples include: Hire, train, motivate, and retain top talent. Examples include call recording, speech analytics and real-time monitoring.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

Callminer

SEPTEMBER 14, 2020

For instance, to improve key call center metrics such as first call resolution , business analysts may recommend implementing speech analytics solutions to improve agent performance management. Successful call centers use analytics to help aid, streamline and maximize customer service and sales needs…”. AmraBeganovich. Kirk Chewning.

Call Center 182

Call Center Analytics First call resolution Metrics 182

Callminer

FEBRUARY 4, 2021

Download our white paper, The Vulnerability Blueprint: How to Identify, Support and Retain Vulnerable Customers , to learn more about how your organization can identify and support vulnerable customers. Identifying vulnerable customers so that agents can take the appropriate course of action.

Call Center 345

Call Center Contact Center Finance Consulting 345

Education Services Group

JULY 30, 2018

Evaluate your analytics from new perspectives and dig deeper into them. Download our white paper, Success Through Segmentation. Check out this white paper to learn more about that.) Learn more about driving CS through segmentation in our white paper, Success Through Segmentation. Utilization rate.

Metrics 53

Metrics Analytics Accountability Best practices 53

Callminer

MAY 27, 2020

To learn how AI can assist you in retaining top talent within your organization, download our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition. For the best tips on consistently improving the employee experience at your company, read on: Tips to Improve Employee Experience.

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

Liveops

DECEMBER 27, 2018

These curated items include some of our most-read posts along with white papers call center leaders will appreciate. Customer Contact Week’s white paper provides clear-cut strategies for better performance. One suggestion is to use speech and text analytics for understanding what customer satisfaction and increased sales.

Contact Center 81

Contact Center Customer Service Call Center Virtual Agent 81

Callminer

JULY 30, 2020

Speech analytics solutions like CallMiner Eureka help to improve the customer experience by consolidating intelligence from not only what was said, but how it was said, along with intent and emotional intelligence to provide actionable insights quickly. A call center rep should not immediately handle a complaint about poor customer service…”.

Call Center 265

Call Center Customer Service Scripts Coaching 265

Calabrio

JULY 29, 2016

Analytics technology has reshaped the contact center space, and organizations that have embraced it to improve the quality of customer interactions are gaining the upper hand competitively. Here are three ways your call center can improve quality assurance through analytics. Go beyond random sampling.

Contact Center 56

Contact Center Analytics Coaching Self service 56

Totango

SEPTEMBER 22, 2022

This can be anything from downloading a white paper to signing up for a trial. Analytics features let teams forecast pipeline growth. SaaS Analytics Tools. Select List of SaaS Analytics Tools. Google Analytics. Here are some commonly used customer lifecycle terms: Visitor : Anonymous user on the website.

SaaS 71

SaaS CRM Advertising Analytics 71

CSM Magazine

JUNE 7, 2023

To make this easier, don’t hesitate to leverage customer data and analytics, as this will help you get valuable insights into your audience so that you can understand who they are and what they value. It can be a good idea to tailor your communication and offers to individual customer preferences and needs.

Feedback 52

Feedback Customer centricity Best practices Personalization 52

Education Services Group

APRIL 25, 2021

Undoubtedly, you already have tools that can provide some level of analytics and insight. But once you’ve leveled up, it’s critical to ensure your CSMs have a plan of action to follow based on advanced analytical insights, customer segmentation, and customer journey maps. CS Monetization and Funding. In fact, I have.

Journey mapping 91

Journey mapping Construction Analytics Education 91

Eptica

FEBRUARY 6, 2019

Reading through qualitative data, such as free text interaction was once a time-consuming, often manual process but now you can do it at scale using AI and text analytics. Categorie(s): Best Practice Trends & Markets Most industries today are radically different compared to 20 or even 10 years ago.

Automotive 73

Automotive Best practices Banking Customer emotions 73

inmoment

NOVEMBER 6, 2019

InMoment’s latest white paper, “ Why a Customer Experience Program is More Powerful Than Mystery Shopping ,” details what intelligent technology can do that mystery shopping simply cannot. . The Benefits of Adopting a Holistic CX Program . 2 Your CX and performance data is carefully and optimally organized. .

Revenue potential 40

Revenue potential Feedback Surveys Analytics 40

Callminer

MAY 11, 2020

While following best practices for hiring and training employees who are the right fit for your company is crucial, that doesn’t always mean that problems will never arise. Ongoing training and coaching are equally important to ensure that your employees are equipped with the skills and knowledge they need to do their jobs effectively.

Management 273

Management Customer Experience Customer Service Coaching 273

Infinity

APRIL 10, 2018

First, it’s essential to understand what potential clients are looking for when they turn to the web – something analytics can make clear for you. Identifying key performance indicators helps every business understand what works best for them. 4 Is mobile usage the next best revenue channel for automotive marketers to tap into.4

Automotive 49

Automotive Advertising Best practices Analytics 49

Comm100

FEBRUARY 25, 2020

When Google Analytics, or the web insights tool you use, is integrated with your customer engagement platform, web activity data can be used to trigger automated proactive live chat messages at the optimal moments. Recommended for you: 8 Proactive Chat Best Practices with Ready-to-Use Scripts. We hope so!).

CRM 64

CRM B2B Accountability Upselling 64

Comm100

FEBRUARY 25, 2020

When Google Analytics, or the web insights tool you use, is integrated with your customer engagement platform, web activity data can be used to trigger automated proactive live chat messages at the optimal moments. Recommended for you: 8 Proactive Chat Best Practices with Ready-to-Use Scripts. We hope so!).

CRM 52

CRM B2B Accountability Upselling 52

Education Services Group

SEPTEMBER 4, 2018

Analytics in the Product is the Answer ( Christine Clevenger ). “To To get ahead of the consumption measurement game, the trick is to have analytics built into the product/service, so that you actually have real data to leverage. If your pricing strategy changes, then the analytics in the product needs to change, too.

Customer retention 49

Customer retention Management Analytics Metrics 49

Liveops

DECEMBER 27, 2018

These curated items include some of our most-read posts along with white papers call center leaders will appreciate. Customer Contact Week’s white paper provides clear-cut strategies for better performance. One suggestion is to use speech and text analytics for understanding what customer satisfaction and increased sales.

Contact Center 48

Contact Center Customer Service Call Center Virtual Agent 48

Fonolo

JUNE 28, 2018

An upgraded IVR will provide visibility and analytics so you can see where your containment is suffering. For example, machine learning capabilities allow you to predict why a customer is calling, and analytic capabilities let you identify telephony-based fraud. White Paper: CX Trends You Need to Watch in 2018.

Interactive Voice Response 52

Interactive Voice Response Call Center Morale Analytics 52