ShepHyken

AUGUST 1, 2017

Shep Hyken interviews Jeff Nicholson, the Vice President of CRM Product Marketing at Pegasystems , about how AI technology will help companies serve their customers even better. Giveaways: Click Here to view the PDF of the Pega Study, “What Consumers Really Think About AI: A Global Study” discussed on the episode.

Education 195

Education Self service CRM Best practices 195

Taylor Reach Group

AUGUST 26, 2020

This case study provides some ideas as to how to tackle improving FCR in a contact center. Another method, could be using internal data from CRM system (assuming that the organization has employed such system). The post Improving First Contact Resolution – An Analytical Model first appeared on The Taylor Reach Group Inc.

Analytics 121

Analytics Interactive Voice Response Contact Center CRM 121

Wowdesk Blog

FEBRUARY 4, 2025

Analytics & Reporting : Provides insights into customer interactions. Key Benefits: Faster Response Times Studies show that businesses using automation reduce response times by 50%, improving customer satisfaction. Today, omnichannel support, machine learning, and predictive analytics are transforming customer service.

Customer Support 52

Customer Support Chatbots Multi-channel support CRM 52

TeleDirect

DECEMBER 20, 2024

Teledirect Advantage: Teledirect utilizes state-of-the-art tools, including Automatic Call Distributors (ACD) and Customer Relationship Management (CRM) systems. Look for testimonials, case studies, or industry recognition. What reporting and analytics capabilities does the call center offer?

Call Center 62

Call Center Outbound sales industry standards Analytics 62

TeleDirect

JANUARY 23, 2025

Data-Driven Insights Call centers leverage analytics to identify patterns in no-shows, enabling providers to implement targeted solutions. CRM Integration Customer Relationship Management (CRM) systems provide centralized platforms for: Storing patient information. Technologies Driving Appointment Management 1.

call center solutions 62

call center solutions Call Center Healthcare Transportation 62

Pointillist

JUNE 15, 2018

In this post, I take an in-depth look at why customer retention matters and the ten powerful ways in which customer journey analytics can help you immediately improve customer retention. Hand-picked related content: How to reduce churn using customer journey analytics ]. 10 Steps to Improve Customer Retention with Journey Analytics.

Customer retention 110

Customer retention Analytics Airlines SaaS 110

ShepHyken

AUGUST 1, 2017

Shep Hyken interviews Jeff Nicholson, the Vice President of CRM Product Marketing at Pegasystems , about how AI technology will help companies serve their customers even better. Giveaways: Click Here to view the PDF of the Pega Study, “What Consumers Really Think About AI: A Global Study” discussed on the episode.

Education 31

Education Self service CRM Best practices 31

TechSee

DECEMBER 11, 2018

Contact center leaders can study these trends, and find within each of them a call center customer experience strategy that delivers proven ROI to the business. Technologies: Data Analytics, AI, AR solutions. Data analytics: A range of data-based tools exist to ensure contact center operations are running at peak performance.

Call Center 182

Call Center Customer Experience Self service Contact Center 182

ChurnZero

MARCH 24, 2025

ChurnZeros latest Customer Success Leadership Study found that technology adoption shifts depending on company size by revenue. Nearly 70% of CS teams at larger companies ($500 million or greater) have adopted CSPs, while teams at smaller companies tend to lean on support and CRM software.

Technology 52

Technology CRM Engineering Finance 52

CSM Magazine

OCTOBER 21, 2024

Technological Integration: AI and Data-Driven Support The adoption of AI and data analytics is redefining how Philippine call centres approach customer support. A study by McKinsey found that data-driven customer experience strategies can increase customer satisfaction by 20-30%.

outsourcing 52

outsourcing Customer Experience Analytics Customer centricity 52

NobelBiz

NOVEMBER 26, 2024

Studies show that a 1% improvement in first-call resolution can lead to a 1% increase in customer satisfaction. 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. Can we renegotiate pricing based on our usage?

Call Center 52

Call Center Multi-channel support voip Technical Support 52

Interactions

NOVEMBER 6, 2024

They may also offer streamlined integrations to common CRM, payment, and contact center systems, but less help with building and maintaining uncommon integration points. Our customer success team also keeps on top of your analytics to see trends and identify areas of improvement.

Analytics 62

Analytics Contact Center Finance Healthcare 62

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. What makes auto-dialers even more powerful is their integration with CRM platforms.

Call Center 52

Call Center CRM Analytics Contact Center 52

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

Integrity Solutions

MARCH 11, 2025

In one study we conducted, fewer than 19% of companies said their salespeople consistently follow an established sales process. A sales performance dashboard consolidates data from sources such as CRM software, sales enablement platforms, customer interactions and others into a visual representation of key sales metrics and data points.

Sales 52

Sales Metrics CRM Coaching 52

TeleDirect

DECEMBER 23, 2024

Enhanced Personalization: With access to advanced Customer Relationship Management (CRM) tools, outsourced call centers can deliver personalized experiences that foster customer loyalty. Technology and Tools: Ensure the provider uses advanced technology , such as CRM systems and analytics tools, to enhance efficiency and personalization.

outsourcing 62

outsourcing Call Center CRM Technical Support 62

Callminer

APRIL 26, 2017

First-call resolution (FCR) is an important contact center metric and element of customer relationship management (CRM). Speech analytics can have a great impact on FCR. Surprisingly (but not), the Leaders using speech analytics averaged a 76% first-call resolution rate ; comparatively, the Followers had a 23% average FCR.

First call resolution 140

First call resolution Best practices Contact Center Analytics 140

NobelBiz

OCTOBER 29, 2024

This article is going to look at what call handling is, study a few major call handling techniques, and then delve deep into how NobelBiz’s Omni+ solution can streamline your processes to avoid missing calls. What Is Call Handling? All the way from onboarding to support to troubleshooting has been great throughout this journey!’

Interactive Voice Response 52

Interactive Voice Response call center software contact center solutions Technical Support 52

CSM Magazine

FEBRUARY 6, 2025

Weve rounded up some of the best MBAs that emphasize customer service excellence, leadership, and innovation to help you make an informed decision when choosing which MBA to study. Practical Learning Opportunities: Look for internships, case studies, and industry collaborations that prepare you for real-world challenges.

Customer centricity 52

Customer centricity Healthcare Analytics Big data 52

CSM Magazine

NOVEMBER 22, 2024

Customer Interaction Management (CIM) software commonly incorporates tools like analytics to anticipate issues in advance. Proactive Customer Service Understanding and meeting customer needs is crucial for keeping them loyal to a business.

Management 52

Management Analytics Feedback CRM 52

CCNG

AUGUST 28, 2024

By rapidly embracing digital tools like AI, Analytics, and Automation, contact centers are completely changing how they function and deliver customer experience. According to a study by Grand View Research, the global call center AI market is expected to reach USD 7.08 billion by 2030, growing at a whopping CAGR of 22.7%

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195

Cincom

FEBRUARY 21, 2025

According to a study, organizations using CPQ software see 17% higher lead conversion rate than non-CPQ users. 4- Seamless ERP & CRM Integration CPQ solutions should easily integrate with enterprise systems like ERP, CRM, and CAD tools to provide real-time data transfer across departments.

Engineering 40

Engineering CRM Analytics Sales 40

CSM Magazine

FEBRUARY 19, 2025

Why Multilingual Support Matters More than 7,000 languages are spoken around the globe, and studies show that customers are much more likely to purchase a product or service if the information is available in their native language. Check for features such as: API or native integration with your help desk or CRM.

Customer Service 52

Customer Service CRM APIs SaaS 52

NobelBiz

NOVEMBER 19, 2024

CRM Integration and Data Syncing A contact center excels when it has high-quality data and suffers when the data is poor. Customer information is guaranteed to be always up-to-date through the automation of CRM integration and this provides agents with the understandings they need so that they can deliver personalized experiences.

Contact Center 52

Contact Center Call Center Interactive Voice Response Wait times 52

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

NobelBiz

NOVEMBER 5, 2024

Integrate CRM and ERP systems for data accessibility: A well-integrated CRM and ERP system enables agents to access a full view of each customer’s profile and history. Additionally, regular updates to the knowledge base ensure that agents have access to the latest information.

Contact Center 52

Contact Center CRM contact center solutions Outbound sales 52

Hodusoft

DECEMBER 26, 2024

A study conducted by Microsoft found that 66 percent of customers use at least three different communication channels to contact customer service. The study is confident that chatbots will become the primary customer service channel for a quarter of organizations by 2027.

Contact Center 52

Contact Center Contact center software contact center solutions Chatbots 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

ProProfs Blog

SEPTEMBER 24, 2020

Save leads on the preferred CRM platform. Monitor every operator’s performance with daily reports and analytics. . As per Microsoft’s recent study , customer service companies are the ones that generally portray the face of a business as well as play a significant role in enhancing the overall customer experience.

Feedback 141

Feedback Surveys Analytics Customer Support 141

JustCall

DECEMBER 12, 2022

With this software, you get robust communication software with built-in CRM and automation features at an attractive auto dialer cost. Live dashboard Reports and analytics Call and SMS campaigns Missed call tracking Real-time notifications Call recording Call transfer. Key Features. Knowlarity Auto Dialer Pricing. Key Features.

Interactive Voice Response 52

Interactive Voice Response call center software Multichannel CRM 52

ProProfs Blog

SEPTEMBER 1, 2020

According to a study by Adobe , working Americans, on average, spend over 5 hours checking their emails every day. . No matter what business you are into, there is a great chance that you are already using a CRM (Customer Relationship Management) software. See the Bigger Picture With Reports & Analytics. Food for thought!

Management 148

Management Accountability CRM Analytics 148

Calabrio

MARCH 11, 2025

Automate performance evaluation: AI-driven QA scorecards and analytics streamline the evaluation process, freeing up managers to focus on coaching and development. A recent Calabrio study found just 22% of agents get one-on-one feedback on a weekly basis. However, feedback shouldnt be a one-way street.

Best practices 52

Best practices Contact Center Chatbots Call Center 52

Fonolo

MAY 23, 2023

Hyper-personalization in the contact center is a customer experience strategy that uses advanced technologies and data analytics to deliver tailored interactions. It harnesses advanced analytics and machine learning algorithms to dynamically adapt interactions based on real-time data and individual preferences.

Contact Center 106

Contact Center Personalization Analytics Chatbots 106

HGS

APRIL 24, 2018

According to a NICE inContact study, customers rated customer service 17% lower on average than businesses rated their own success meeting customer needs. In fact, less than half of consumers are satisfied with their experience, whereas more than half of businesses say they are doing well, the study found.

Customer Service 100

Customer Service Average Handle Time Self service Benchmark 100

Hodusoft

SEPTEMBER 21, 2022

A research study has shown that businesses that use cold calling tactics have experienced 42% more business growth than those that don’t. Integrate CRM with outbound calling software. CRM software stores all the essential information about the customers, such as age, profession, previous conversation history, etc.

call center software 96

call center software Call Center CRM Average Handle Time 96

Cincom

JANUARY 31, 2025

2- Data Analytics and Management To truly understand customers, you need to leverage customer insights derived through proper data analytics and management. Using advanced data analytics to curate personalized recommendations and timely support. Enabling customers to switch between channels without losing context.

Management 40

Management Self service Feedback Analytics 40

NobelBiz

DECEMBER 19, 2023

According to Forbes, call center metrics are the data harvested from all the solutions used to operate a call center, such as call center management (CCM) and customer relationship management (CRM) platforms. Read the case study or watch the video ! Key Technological Tools and Solutions What are these magical tools?

Call Center 105

Call Center Management Contact Center Wait times 105