LiveChat

JANUARY 3, 2020

Try story studies. They’re designed to not only help you write case studies that convert sales and close clients, but to actually drive more traffic to your website. What are story studies and why do they work? Story studies are a tool for converting readers into buyers. What can you do to pull ahead?

Sales 62

Sales Marketing Analytics Management 62

TeleDirect

JANUARY 30, 2025

Advanced Technological Integration The top call centers in the US leverage AI-powered analytics, CRM systems, and omnichannel communication to optimize customer engagement. Reputation and Reviews: Research case studies and testimonials to assess service quality and reliability.

outsourcing 106

outsourcing Call Center CRM Technical Support 106

Customercount

MAY 2, 2019

Case Study: Breckenridge Grand Vacations uses Keatext text analytics and sentiment analysis to improve customer happiness. Continue reading → The post Text Analytics and CustomerCount reporting improves customer experience appeared first on CustomerCount.

Analytics 75

Analytics Customer Experience 75

Callminer

SEPTEMBER 1, 2020

Later on, breakout sessions led by customers, Avadyne Health , Gant Travel , and more offered some powerful case studies including an analysis from Direct Dialog’s Marvie Wright on how speech analytics helped their virtual workforce yield 10% more revenue. The show goes on. CETX 2020: It was a cyber success.

Entertainment 182

Entertainment Contact Center Analytics Customer Service 182

Taylor Reach Group

AUGUST 26, 2020

This case study provides some ideas as to how to tackle improving FCR in a contact center. The post Improving First Contact Resolution – An Analytical Model first appeared on The Taylor Reach Group Inc. Most contact center want to improve on this element, but how? Where do you invest effort to achieve the best results?

Analytics 121

Analytics Interactive Voice Response Contact Center CRM 121

VirtualPBX

OCTOBER 30, 2024

In this featured Contact Center case study, we delve into how our platform helped the Center transform its operations, streamline call handling, and improve patient support for their peer-counseling hotline, The HOPELINE. Our system equips teams with dynamic tools, customizable options, and robust analytics.

Contact Center 52

Contact Center contact center solutions Call flow CRM 52

Aspect

MARCH 10, 2020

Analytics can serve as a bridge to not on ly understand but also improve both agent and customer satisfaction. . Create more effective training from customer case studies that use structured customer data and customer interaction recordings. Analytics can help you provide customers with b etter e xperiences.

Analytics 83

Analytics Contact Center Average Handle Time Metrics 83

Lumoa

DECEMBER 18, 2017

The future of the feedback analysis - text and voice analytics. I am a big fan of text and voice analytics. There’s a recent study in the automotive sector that the more surveys your customers receive, the less they spend on your services. Text analytics help you to hear the real voice of the customer.” author's note).

Analytics 102

Analytics Customer Experience Journey mapping Automotive 102

TeleDirect

DECEMBER 20, 2024

Look for testimonials, case studies, or industry recognition. What reporting and analytics capabilities does the call center offer? Teledirect Advantage: Teledirect provides comprehensive reporting and analytics, offering insights into key metrics which empowers you to make informed decisions and refine your strategies.

Call Center 62

Call Center Outbound sales industry standards Analytics 62

Callminer

JUNE 24, 2019

CallMiner is excited to return to Customer Contact Week as a sponsor, exhibitor, and workshop host featuring expert insights and customer testimonials for leveraging interaction analytics in enterprise-level CX strategy! Tuesday, June 25 2:15 – 4:45 p.m Master-class Level Workshop. in the Montego AF Room of the Mirage Event Center.

Wireless 140

Wireless Analytics Education Enterprise 140

Global Response

MARCH 27, 2024

Call centers are increasingly turning to big data analytics as a pivotal tool for optimization. Today, we’ll explore the cutting-edge techniques and strategies at the intersection of big data analytics and call center operations. Understanding big data analytics in call centers First off, what is big data analytics?

Big data 62

Big data Call Center Analytics Interactive Voice Response 62

Expivia

JULY 19, 2023

The advent of analytics helped us address this issue. With analytics, we could measure agents’ tone during conversations, enabling us to quantify attitude. Sentiment scores allowed us to finally do this analytically and not subjectively. Quantifying attitude was more challenging.

Contact Center 52

Contact Center Schedule adherence Technical Support Analytics 52

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 approach enhances cost-effectiveness and performance to promote high-quality interactions.

Analytics 94

Analytics Management Accountability Engineering 94

AWS Machine Learning

JANUARY 13, 2023

Machine learning (ML) presents an opportunity to address some of these concerns and is being adopted to advance data analytics and derive meaningful insights from diverse HCLS data for use cases like care delivery, clinical decision support, precision medicine, triage and diagnosis, and chronic care management. Reference. [1]

Analytics 103

Analytics Healthcare Engineering Government 103

Peter Lavers

JULY 7, 2015

The masterclass was brilliantly delivered by Doug Leather and included practical case studies & examples of best practice and animated discussions. Not getting ‘too clever’ with analytics (c.f. How RBC has become a case study for incumbent & established businesses to protect share against new & agile entrants.

Customer centricity 150

Customer centricity Chief Customer Officer Banking Automotive 150

TeleDirect

JANUARY 23, 2025

Data-Driven Insights Call centers leverage analytics to identify patterns in no-shows, enabling providers to implement targeted solutions. AI-Powered Analytics Artificial intelligence analyzes scheduling trends and patient behaviors, offering actionable insights to reduce no-shows. Technologies Driving Appointment Management 1.

call center solutions 62

call center solutions Call Center Healthcare Transportation 62

NobelBiz

DECEMBER 10, 2024

Integration Capabilities: Seamlessly connect with CRM platforms, payment gateways, and analytics systems for a cohesive operational framework. Real-Time Analytics: Advanced analytics provide insights into customer interactions, helping businesses optimize strategies and identify areas for improvement.

Outbound sales 52

Outbound sales Analytics CRM Scripts 52

NobelBiz

FEBRUARY 18, 2025

When a phone number is labeled as “Spam Likely,” “Scam Risk,” or “Fraud Risk,” it means carriers or analytics providers have flagged it as potentially unwanted or harmful. ’ Read Case Study What You Can Do About It Quick fixes wont cut it. What Is Spam, Scam, and Fraud Labeling on Calls?

Analytics 52

Analytics Engineering Contact Center Call Center 52

Callminer

JULY 15, 2019

This virtual conference will cover a ranging of topics, expert speakers, partners and customers about better customer and agent experiences through speech analytics. This is a great opportunity to listen, watch, and learn the latest CX analytics information out there! Text and Speech Analytics are Not Created Equal.

Telecommunications 28

Telecommunications Contact Center Analytics Employee engagement 28

NobelBiz

JANUARY 21, 2025

Call Recording and Analytics : Conversations are recorded for quality assurance and training, while analytics provide insights into performance metrics like connection rates and agent productivity. Key features of operation include: Real-time analytics: Track call durations, agent activity, and campaign performance.

Call Center 52

Call Center CRM Analytics Contact Center 52

CSM Magazine

FEBRUARY 11, 2021

Calabrio has recognised three organisations with awards for their innovative use of workforce optimisation analytics. Insights from these analytics-driven contact centres have been captured in a free to download ebook to help other businesses support different ways of working in turbulent times. About Calabrio.

Analytics 59

Analytics Average Handle Time Metrics Customer Experience 59

Interactions

APRIL 2, 2025

Deep Dive Data Analytics With AI able to transcribe and summarize every interaction at scale, it also becomes easier to derive insights from your customer service interactions. Interactions offers an easy-to-use and thoroughly comprehensive view into your IVA data. million agent minutes in one year.

Self service 62

Self service Average Handle Time Upselling Contact Center 62

NobelBiz

NOVEMBER 26, 2024

Why You Need to Ask This: Understanding which features are standard, such as IVR, call recording, analytics, and reporting, helps you avoid overpaying for the necessary tools. ’ Read Case Study Questions to Ask Before Renewal 10. Can we access extra analytics or reporting features?

Call Center 52

Call Center Multi-channel support voip Technical Support 52

CSM Magazine

FEBRUARY 6, 2025

Practical Learning Opportunities: Look for internships, case studies, and industry collaborations that prepare you for real-world challenges. Focus on Technology and Data: Modern CRM tools, analytics, and AI are reshaping customer service; the best MBAs equip graduates to leverage these. More details 7.

Customer centricity 52

Customer centricity Healthcare Analytics Big data 52

AWS Machine Learning

NOVEMBER 19, 2024

These sessions, featuring Amazon Q Business , Amazon Q Developer , Amazon Q in QuickSight , and Amazon Q Connect , span the AI/ML, DevOps and Developer Productivity, Analytics, and Business Applications topics. Learn how Toyota utilizes analytics to detect emerging themes and unlock insights used by leaders across the enterprise.

APIs 108

APIs Enterprise Best practices Government 108

NobelBiz

MAY 14, 2024

One of the most transformative technologies in recent years is conversational analytics. But what exactly is conversational analytics, and why is it becoming an indispensable tool in call centers? What Is Conversational Analytics? Conversational analytics stands as a crucial technology in customer service.

Analytics 59

Analytics Call Center Contact Center Sales 59

Calabrio

APRIL 11, 2025

Leverage insights from initial assessments, quality management scores, and interaction analytics to tailor learning modules and coaching focus areas to address the specific needs and skill gaps of individual agents or teams. Integrate Quality Insights Directly into Coaching Workflows Bridge the gap between evaluation and development.

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

CSM Magazine

NOVEMBER 21, 2024

TTEC Digital’s recognition reflects its dedication to leveraging advanced technologies such as AI, data and analytics, and automation to enhance the customer experience for mid-market enterprises. The report emphasizes TTEC Digital’s ability to drive significant business outcomes through its digital transformation initiatives.

Enterprise 52

Enterprise Benchmark Customer centricity Analytics 52

Concentrix

APRIL 13, 2023

See how upgrading to a unified text analytics strategy helped a financial services leader gain an easy, holistic CX journey view.

Analytics 62

Analytics 62

TeleDirect

DECEMBER 23, 2024

Technology and Tools: Ensure the provider uses advanced technology , such as CRM systems and analytics tools, to enhance efficiency and personalization. Client Reviews and Testimonials: Research the providers reputation by reviewing client feedback and case studies.

outsourcing 62

outsourcing Call Center CRM Technical Support 62

NobelBiz

NOVEMBER 19, 2024

Automated Reporting and Analytics Automate report generation to gain actionable understandings into performance metrics, trends and customer behavior instead of manually compiling data. Predictive Analytics Improve automation and elevate it with predictive analytics. This guarantees quality at every level.

Contact Center 52

Contact Center Call Center Interactive Voice Response Wait times 52

Global Response

FEBRUARY 17, 2025

Predictive Analytics and Proactive Service: Analyzing VoC data historically allows businesses to forecast demand, predict trends, and ensure agents are prepared to handle customer inquiries during peak seasons, improving overall support efficiency. Look at your data to predict trends. Do certain issues only arise at peak seasons?

Call Center 62

Call Center outsourcing First call resolution Best practices 62

ProProfs Blog

JANUARY 28, 2021

Publish Blog Posts and Case Studies. At the end of each post, they added this friendly form (see the picture below) to invite more customers to join their case studies. Publish Blog Posts and Case Studies. DocuSign has a similar page where they gather their customers’ testimonials as case studies.

Feedback 148

Feedback Surveys Customer Support Sales 148

NobelBiz

FEBRUARY 25, 2025

AI-Powered Speech and Text Analytics AI enables deeper insights into customer interactions by analyzing spoken and written communication in ways that traditional monitoring cannot. Instead of manually reviewing a fraction of calls, AI allows businesses to: Monitor and analyze all customer interactions instead of relying on limited sampling.

Quality management 52

Quality management Call Center Management Coaching 52

AWS Machine Learning

JANUARY 13, 2023

Please review the presentation at re:MARS 2022 focused on “ Managed Federated Learning on AWS: A case study for healthcare ” for a detailed walkthrough of this solution. She has a background in genomics, healthcare analytics, federated learning, and privacy-preserving machine learning. Reference. [1] 1] Pollard, Tom J.,

Analytics 100

Analytics Healthcare Scripts Accountability 100

ProProfs Blog

JULY 30, 2021

In the next section, let’s delve into some brand perception examples by making use of case studies of well renowned brands. Brand Perception Case Studies. There are many tools like Google Analytics and Visitor Analytics that give you a comprehensive analysis of your website traffic. Image Source: Shopify.

Surveys 167

Surveys Marketing Feedback Analytics 167

ChurnZero

MARCH 14, 2025

This means that CS leaders may struggle to get access to customer usage analytics if data is siloed in different systems, or if, as part of the revenue organization, CS is being asked to use technology that was built for sales. 5: How do you capture the value that customer success brings to sales? 3: CS leads to even more new customers.

Upselling 52

Upselling Sales Customer retention Consulting 52