Verint

MAY 29, 2015

Can you remember the last time you experienced a customer service call that actually left you satisfied? When a service interaction is seamless, that moment lives on in a customer’s mind—and it sets the expectation for how all future experiences should go.

Big data 44

Big data Personalization Customer Service Management 44

ClearAction

JUNE 8, 2015

Originally published on IBM Big Data & Analytics Hub. Employee Engagement: Living Your Brand Promise. Customers First, or Employees First ? Employee Engagement in Balanced Scorecards. We all want to win with customers. Let's set up our CX teams for success.

Customer Experience 94

Customer Experience Chief Customer Officer Customer centricity Employee engagement 94

ProProfs Blog

JANUARY 30, 2020

This way, your operators can dodge the issues that they may face during customer engagement. 62% of retailers report that the use of information (including big data) and analytics is creating a competitive advantage for their organizations. Employee engagement and customer experience go hand-in-hand.

B2B 204

B2B Banking Personalization Employee engagement 204

Branch Mesenger

MAY 2, 2018

In many instances, you can’t talk about how a business succeeds without first laying the foundation for customer service practices designed around a measurement of employee satisfaction and engagement. Using Big Data to Make Leadership Advances in the Workplace. Compare that to 24 percent who are actively disengaged.

Engineering 74

Engineering Morale Employee engagement Big data 74

Calabrio

FEBRUARY 24, 2020

In an industry making great strides with big data, analytics, AI and ever-expanding digital pathways and possibilities, we should always keep sight of one thing: customer service organizations adopting Workforce Engagement Management (WEM) solutions put people first.

Management 12

Management Big data Analytics Employee engagement 12

Vcaretec

JUNE 6, 2022

Connect: @AnnaSabryan Greg Sherry Bio: Software marketing VP | Tweet about Marketing, Customer Service, Customer Experience, Analytics, Big Data. #Customer Service, Customer Experience, CRM Cloud. Connect: @GregSherry Jeremy Watkin Bio: Head of Quality for @1callres. He has worked at Rolls-Royce/Bentley for 17 yrs.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

TechSee

MARCH 7, 2019

With this in mind, Gartner’s “ How CEC Agents Could Benefit From Having a Digital Buddy ,” recommends that contact centers invest in technology strategies that not only drive operational performance, but that boost agent engagement and satisfaction. Today’s limited Virtual Employee Assistants.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

Call Journey

MARCH 26, 2020

As a solution, organizations continue to turn to AI, machine learning, NLP and ultimately the production of big data to monitor and analyze performance. The challenge to ensure employee “health and well-being and customer engagement with the business” is top of mind in the new norm.

Analytics 52

Analytics Employee engagement Contact Center Big data 52

Natalie Petouhof

FEBRUARY 28, 2016

announced substantial enhancements to its Verint Workforce Optimization ™ software designed to help contact center, back-office and branch operations better manage the performance of employees and operations. Is the performance of employees consistent across time? And how does the performance of individual employees change over time?

Gamification 45

Gamification Management Analytics Metrics 45

Verint

JUNE 6, 2017

As discussed in a recent blog post by Laurie Wickham, the 2017 Verint Engage Global Customer Conference took place recently in Orlando, Florida with attendees from 17 countries and a variety of industries.

Employee engagement 34

Employee engagement Quality management Analytics Best practices 34

DMG Consulting

OCTOBER 4, 2017

These solutions, which are essentially workflow automations, improve staff productivity and quality, enhance the customer experience, and improve employee engagement by eliminating the need for employees to be involved in low-value activities.

Contact Center 48

Contact Center Virtual Agent Self service Chatbots 48

Natalie Petouhof

JUNE 9, 2016

With the partnering of Lithium Technologies and Microsoft Dynamics, we will see yet a new and more extensive version of intelligent customer engagements. The partnership includes Microsoft Dynamics and Lithium’s community data, social customer intelligence and analytics.

Technology 45

Technology CRM Customer centricity Analytics 45

Comm100

MARCH 27, 2023

By allowing a chatbot to handle the most time consuming and unrewarding work, agents can focus their time on more engaging questions and tasks. This in turn helps schools improve employee engagement and even reduce agent turnover. For teams tracking resolution analytics, routing can improve First Contact Resolution (FSR).

Education 79

Education Chatbots Wait times Surveys 79

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Acting on negative feedback will strengthen customer engagement and sharing and acting on positive feedback will strengthen employee engagement. Just as change must be demonstrated, employees also should be empowered to take action where necessary in order to be a part of building the culture.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

CSM Magazine

JUNE 21, 2018

Research shows that high employee engagement leads to better customer engagement. With employee disengagement at all time negative levels companies are in peril right in the starting gate. Great service is an inside-out process that begins with employee satisfaction and loyalty. Ignorance Is Bliss.

Customer Experience 40

Customer Experience Airlines Big data Technology 40

delighted

JANUARY 7, 2020

Fueled by big data, AI is reshaping how brands scale their businesses, improve product offerings, and connect with customers. Additionally, upwards of 40% of all data analytics projects will relate to an aspect of customer experience. eNPS is commonly used as a happiness metric within a wider employee engagement context.

Customer Experience 40

Customer Experience Surveys Feedback Marketing 40

Verint

MARCH 29, 2018

and author of Before Happiness and The Happiness Advantage, will be a keynote speaker at the Verint Engage global customer conference at the Sheraton Dallas Hotel May 14 – 17. Achor will present “Big Potential: How Transforming the Pursuit of Success Raises Our Achievement, Happiness and Well-Being” on the morning of Wednesday, May 16.

Big data 23

Big data Journey mapping Customer Experience Management 23

Fonolo

NOVEMBER 17, 2020

In 2017, more contact centers will recognize the impact of tracking analytics and use those benchmarks for future growth. Keeping employees motivated is a challenge in every industry. 70% of business transformation efforts fail due to a lack of employee engagement. Big Data is Getting Bigger. Social Media ?

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176