Cisco - Contact Center

FEBRUARY 1, 2021

Sheila McGee-Smith , Principal Analyst, McGee-Smith Analytics. Sheila McGee-Smith is a leading communications industry analyst and strategic consultant focused on the contact center and enterprise communications markets. Omar earned an MS in Computer Science from Stanford University and a BS from Massachusetts Institute of Technology.

Contact Center 85

Contact Center Transportation Customer Experience Wireless 85

Callminer

SEPTEMBER 23, 2020

Speech analytics tools like CallMiner Eureka , for instance, allows call center managers to monitor outbound calls for language patterns, indicators of customer sentiment, and other factors that provide insight into performance. Leverage speech analytics software for ongoing training and coaching.

Best practices 182

Best practices Call Center Outbound sales Telemarketing 182

Callminer

MAY 11, 2020

Leveraging interaction analytics software not only provides insights into your employees’ performance, but it also offer clues about employee satisfaction, enabling managers to take proactive action before a dissatisfied or disgruntled employee becomes a more serious concern. Ahmed Ali is an Outreach Consultant at Centriq. “A

Management 273

Management Customer Experience Customer Service Coaching 273

Connecting the Dots

AUGUST 1, 2015

Read Full Article Download PDF Updating the definition of the voice of the customer By John Goodman,David Beinhacker,Scott Broetzmann Editor’s note: John Goodman is vice chairman, David Beinhacker is director of research and Scott Broetzmann is president and CEO, at Customer Care Measurement and Consulting, an Alexandria, Va.,

Big data 62

Big data Consulting Consulting Enterprise 62

Callminer

MARCH 6, 2020

While technology such as automated scorecards , speech analytics , and other tools enable managers to monitor agent performance objectively, customer service managers must be highly organized and have the ability to provide constructive feedback to motivate their teams to achieve continuous improvement. Michael Mancinone. peoplogica.

Management 207

Management Customer Service Consulting Consulting 207

Fonolo

JANUARY 14, 2020

Jeannie Walters is the Chief Customer Experience Investigator and founder of 360Connext, a global consulting firm specializing in the customer experience. . Despite her unorthodox beginnings, Marsha is a very well-known customer service consultant. This white paper explores key areas that are sure to shake up the industry.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Callminer

MARCH 6, 2020

While technology such as automated scorecards , speech analytics , and other tools enable managers to monitor agent performance objectively, customer service managers must be highly organized and have the ability to provide constructive feedback to motivate their teams to achieve continuous improvement. Michael Mancinone. peoplogica.

Management 182

Management Customer Service Consulting Consulting 182

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

NICE inContact

AUGUST 20, 2019

Sheila McGee Smith, the founder and principal analyst at McGee-Smith Analytics, a leading customer experience industry analyst and strategic consultant, has developed a framework to help you build your modernization plan. But the good news is that your next upgrade can be much easier and affordable if you have a plan.

Contact Center 54

Contact Center Contact center software contact center solutions CRM 54

NICE inContact

AUGUST 20, 2019

Sheila McGee Smith, the founder and principal analyst at McGee-Smith Analytics, a leading customer experience industry analyst and strategic consultant, has developed a framework to help you build your modernization plan. But the good news is that your next upgrade can be much easier and affordable if you have a plan.

Contact Center 54

Contact Center Contact center software contact center solutions CRM 54

ConvergeOne

JANUARY 28, 2021

Perhaps a third party required them to provide business analytics to said company or others in the same industry. Facebook, who allowed subscriber data to be sold to a political consulting firm, Cambridge Analytica, without user consent. Was it going to be used for marketing purposes? Research purposes?

Government 85

Government Healthcare Accountability Personalization 85

Callminer

APRIL 21, 2020

Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. The role of a call center manager is complex and challenging. Joe Bailey.

Call Center 182

Call Center Management Scripts Coaching 182

Monet Software

DECEMBER 12, 2019

Workforce management software builds in the algorithms and analytics necessary to make forecasting a point-and-click endeavor driven by your own business understanding. To take a deeper dive, download our white paper. . “

Call Center 71

Call Center Average Handle Time Contact Center call center software 71

CSM Magazine

JUNE 2, 2021

Tom is one of the loyalty industry’s most respected experts, with over 15 years’ experience in analytics and customer engagement roles at the likes of IRI, Aimia, Reward Insight and Collinson. The Loyalty People has today announced the appointment of loyalty innovator Tom Peace as the company’s new Managing Director.

CRM 52

CRM Consulting Consulting Analytics 52

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

Natalie Petouhof

AUGUST 15, 2022

Ideally, listening uses advanced analytics and artificial intelligence (AI) to uncover issues and opportunities. There is a sort of corporate amnesia where who you were at the start of the journey, and where you’ve been, is completely forgotten,” noted Charlie Godfrey, Senior Director at Genesys in “The business case for empathy” white paper.

Customer Experience 52

Customer Experience Analytics Surveys Big data 52

Transparent BPO

DECEMBER 3, 2019

This post — part five of our Expert Interview Series — features customer experience strategy consultant Peter Ryan discussing 2020 CX trends. Free infographic & white paper explains why. PR: Having the right platforms in place around analytics. Diversify your contact center through outsourcing.

outsourcing 62

outsourcing Customer Experience Contact Center Enterprise 62

Connecting the Dots

APRIL 3, 2024

Download the PDF version of this White Paper RETHINKING THE CURRENCY OF THE EMPLOYEE EXPERIENCE AS MEANINGFUL WORK & INTERNAL SERVICE FRUSTRATIONS By: John Goodman, Scott Broetzmann, and Ted Nardin “The annual employment survey needs to be retired. The reason companies do these surveys…remains as important as ever.

Surveys 62

Surveys Best practices Feedback Calibration 62

Connecting the Dots

APRIL 3, 2024

Download the PDF version of this White Paper RETHINKING THE CURRENCY OF THE EMPLOYEE EXPERIENCE AS MEANINGFUL WORK & INTERNAL SERVICE FRUSTRATIONS By: John Goodman, Scott Broetzmann, and Ted Nardin “The annual employment survey needs to be retired. The reason companies do these surveys…remains as important as ever.

Surveys 62

Surveys Best practices Feedback Calibration 62

delighted

AUGUST 23, 2019

With the number of customer experience consultants and enterprise software vendors out there preaching complete organizational transformation (and requiring extensive budgets), it can be easy to believe that launching a customer experience program is a giant undertaking. Is this about a white paper that they read? Conclusion.

Customer Experience 41

Customer Experience Journey mapping Surveys Feedback 41

ConvergeOne

JANUARY 28, 2021

Perhaps a third party required them to provide business analytics to said company or others in the same industry. Download this ConvergeOne white paper to receive all 21 cyber tips to get your organization started. Was it going to be used for marketing purposes? Research purposes? The data was to be used for academic research.

Government 40

Government Healthcare Accountability Personalization 40

ConvergeOne

JANUARY 28, 2021

Perhaps a third party required them to provide business analytics to said company or others in the same industry. Facebook, who allowed subscriber data to be sold to a political consulting firm, Cambridge Analytica, without user consent. Was it going to be used for marketing purposes? Research purposes?

Government 40

Government Healthcare Accountability Personalization 40

JivoChat

JUNE 1, 2021

Touchpoints can be any interaction that a customer has with your business , such as a survey, a consultation call, or an online purchase. Here are six methods to help you identify touchpoints that enable people to engage with your brand: Analytic tools. You can track your content engagement metrics with web analytic tools.

CRM 52

CRM Advertising Chatbots Surveys 52

Horizon CX

JANUARY 6, 2020

I consider myself a very moderate person in my approach to life and business and especially within my current role as a customer experience consultant. I’m using the word “moderate” quite intentionally.

Airlines 40

Airlines Surveys Education Management 40

JivoChat

JULY 5, 2021

In this post, we’ve included a list of 30 tools that will help improve your e-commerce business across the major growth categories: marketing, sales, support, conversion optimizations, operations, and testing/analytics. Ongoing Training: Sourcify offers webinars and educational white papers. Best E-commerce Platforms.

Advertising 52

Advertising Analytics Sales Enterprise 52

Global Response

FEBRUARY 13, 2022

Look at reviews from other customers and read white papers or case studies from your potential call center partner to see what kinds of results they’ve been able to deliver for other businesses (especially businesses within your sector or industry). The post BPO call center appeared first on Global Response.

Call Center 62

Call Center outsourcing Telemarketing Business Process Outsourcing 62

Comm100

FEBRUARY 7, 2018

Does the vendor offer an in-house consultation for use or purchase? Will the vendor provide a robust knowledge base for self-education and training, including blog posts, white papers, eBooks, and multimedia content? Does the social media software vendor provide analytics that measure the effectiveness of a campaign?

CRM 44

CRM Multichannel Marketing Accountability 44