Vonage

OCTOBER 22, 2015

High-Profit Strategies in the Age of Techno Service , who shared his findings in our webinar, ‘ Customer Experience 3.0: And with technological developments ranging from mobile connectivity to speech analytics, businesses have more opportunities to enhance this experience than ever before. Speech and text analytics.

Technology 113

Technology Customer Service Gamification Wireless 113

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. Click Here to view the webinar Shep mentions during the beginning of the Episode with Jeff.

Education 31

Education Self service Best practices CRM 31

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. Why You Need to Ask This: Integrating existing tools like CRM systems, email, and web chat management guarantees a smooth workflow and improves productivity.

Call Center 52

Call Center Multi-channel support voip Technical Support 52

JivoChat

MARCH 29, 2022

During the pandemic, webinars have grown in popularity as an alternative to in-person events. Considered by 73% of marketers as the best way to generate quality leads, Webinar is a valuable marketing tool, which you can use for different purposes. What is a Webinar? Types of Webinar. Lead Generation.

Education 75

Education Surveys SaaS Personalization 75

Totango

AUGUST 16, 2022

For instance, a customer relationship management (CRM) app may be used to segment customers at risk of churn and reach out to them, serving as a CRM customer retention tool. Customer retention in CRM apps can also support customer success management. Getting customer feedback can help you make adjustments that avoid churn.

Customer retention 106

Customer retention Upselling CRM SaaS 106

Talkdesk

FEBRUARY 16, 2021

Workforce optimization (WFO) in the contact center comprises multiple capabilities, including quality management, workforce management, speech analytics, performance management and call recording. You rely on outdated analytics and business success metrics. You have a limited workforce optimization strategy. Graphs courtesy of Metrigy.

Customer Experience 139

Customer Experience Cloud contact Contact Center Best practices 139

ChurnZero

NOVEMBER 8, 2019

Your CRM is Not Enough! By making client data more accessible than ever , CRMs have transformed what companies can do with their relationships, data , and the execution of their objectives. That said, avoid falling into the trap of using your CRM as a Swiss Army Knife; you’re only as good as the tools you use.

CRM 63

CRM SaaS Chief Customer Officer Accountability 63

ChurnZero

AUGUST 14, 2020

Customer Relationship Management (CRM) Software. What is a CRM? CRMs primarily function as a relationship information database. Since buyers typically follow a uniform purchasing journey, CRMs are ideal for managing a sales pipeline. (If Product Analytics Software. What is product analytics software?

CRM 87

CRM Finance Upselling Accountability 87

HGS

MAY 2, 2018

On April 25, HGS hosted a webinar with HGS VP of Solutions and Capabilities Lauren Kindzierski with special guest John Gibney, Senior Manager of Consumer Service at Newell Brands. At the webinar, our poll results shed slight on the state of the industry. Remember your CRM, your content management, and your reporting suite.

Customer Experience 100

Customer Experience Multichannel Chatbots Banking 100

Natalie Petouhof

JUNE 15, 2015

Find out more at this webinar on 6 steps to superb customer experience management and here’s the research paper on best practices in customer experience management, technology, roles and the strategy required for success ! J oin R “Ray” Wang and I for the webinar to learn more details ! Which steps are you following?

Best practices 61

Best practices Technology Customer Experience Management 61

ProProfs Blog

AUGUST 6, 2021

Employee engagement platforms comes with interesting features like customizable templates, advanced analytics, feedback forums, and so on. Best employee engagement software has an option to analyze survey responses via advanced AI analytics. Integrate with 3rd party tools like google analytics, intercom, slack, salesforce, and more.

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147

CSM Magazine

NOVEMBER 8, 2019

More than half of small and medium enterprises (SMEs) in the UK have changed customer relationship management (CRM) supplier according to the State of the CRM Market 2019 Report from Workbooks. . The company also found that a quarter of SMEs have yet to be persuaded of the benefits of CRM and have not yet bought any system at all.

CRM 45

CRM Finance SaaS Surveys 45

delighted

APRIL 25, 2022

All of that information is extremely valuable, and we use the native Delighted platform to mine those responses.” – James DeStefano, Casper’s Senior Director of Customer Marketing & CRM. The post Webinar recap: How Casper unlocks Promoter referral revenue appeared first on Delighted. To close the loop with customers in real-time.

CRM 60

CRM Feedback Best practices Surveys 60

Uniphore

JANUARY 4, 2022

Speech Analytics. Analyze Analytics and insights from 100% of interactions across all channels. Moni Manor Chief Product Officer Moni Manor is Chief Product Officer at Uniphore, bringing over 25 years of experience with CRM, UC, CC and AI into this role. Conversational AI Platform. U-Self Serve. Case Studies. White Papers.

Enterprise 126

Enterprise Customer retention Engineering Contact Center 126

Noble Systems

FEBRUARY 10, 2021

To meet customer expectations, agents must be able to access all pertinent customer data in one place from a variety of sources – CRM, external databases, speech analytics and other enterprise systems. It enables speech analytics to provide more and more precise insights on customers and processes. Interested in learning more?

Contact Center 98

Contact Center Gamification Self service Analytics 98

ProProfs Blog

OCTOBER 16, 2020

You’ve all seen lead forms, they pop up as you’re leaving a site, or when signing up for a webinar for instance. Based on their browsing patterns (tracked on analytics tool) you’ll identify if they are potential prospects for your business. Alternatively you can integrate your favorite CRM tool to the live chat platform.

Sales 148

Sales Abandon rate CRM Marketing 148

Vonage

MARCH 27, 2018

We explored this topic in a recent webinar featuring Ian Jacobs, principal analyst at Forrester Research; customer service expert Justin Robbins; and our own vice president of product, sales and service Wyndham Hudson. So, what’s their secret? Cloud solutions can offer this flexibility. .

Banking 91

Banking Coaching Government Analytics 91

Noble Systems

MAY 20, 2021

Voice Technologies encompass a broad scope, from speech and analytics engines, IVR, and self-service solutions including chatbots, headphones, and voice-activated applications and services that maximize NLP, NLU, NLG, AI, and more. Speech analytics is another branch of speech technologies. What was said on this call?

Technology 98

Technology Interactive Voice Response Analytics Contact Center 98

NobelBiz

FEBRUARY 27, 2024

Real-Time Dashboards and Post-Call Analytics: NobelBiz Call Log Analytics – Supervisor Dashboard Real-time dashboards provide a snapshot of ongoing operations, allowing managers to make informed decisions quickly. One of the primary advantages of CRM integration with contact center technology is call flow management.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Noble Systems

SEPTEMBER 29, 2020

WFO is an inclusive term that pulls in virtually every operational aspect of a modern call center, including workforce and quality management, analytics and business intelligence, agent engagement and customer retention, and more. WEBINAR ON DEMAND: 2020 – The Year That Transformed WFM • watch. WFO TERMS TO KNOW. Process Automation.

Management 86

Management Gamification Quality management Schedule adherence 86

customer sure

JANUARY 20, 2025

Advanced data analytics and AI, or even just thoughtful use of CRM data, make it possible to deliver hyper-personalised experiences at the touchpoints which are most important to customers. Discover how to measure the ROI of CX in our webinars and guides.

Customer centricity 62

Customer centricity Customer retention Feedback Best practices 62

Cincom

FEBRUARY 21, 2025

CPQ training equips sales professionals with the skills to leverage advanced features such as guided selling, automated approvals, and seamless CRM/ERP integration. 4- Integration with CRM and Other Sales Tools CPQ is most powerful when integrated with CRM platforms like Salesforce or Microsoft Dynamics, as well as ERP and billing systems.

Sales 40

Sales Gamification Finance Best practices 40

Upstream Works

JANUARY 22, 2019

Some are to serve customers within a specific vertical, others provide agents with access to information, some help management with operations like workforce scheduling, and still others provide analytics and reports. Join our webinar and demo: Accelerate CX Innovation with Smart Integrations across the Enterprise.

Customer Experience 94

Customer Experience Contact Center Enterprise APIs 94

NobelBiz

NOVEMBER 6, 2023

Speech Analytics: This tool uses natural language processing to analyze customer-agent interactions, providing insights into customer sentiment and agent performance. Customer Relationship Management (CRM) Software: CRM systems automate customer data management, providing a comprehensive view of customer interactions and histories.

Call Center 105

Call Center Interactive Voice Response Customer Service Contact Center 105

Totango

SEPTEMBER 22, 2022

SaaS CRM (Customer Relationship Management) Solution. CRM is a common way to keep a reference of all customers’ lifecycle stages. CRM organizes all contacts’ information and account details in a single database, so you must select a tool that fits your needs and can grow with you. Select List of CRM solutions.

SaaS 71

SaaS CRM Advertising Analytics 71

NobelBiz

MAY 25, 2023

If you want to learn more about the ins and outs of implementing technology, we encourage you to watch one of our latest webinars called: The Key Steps of Implementing New Contact Center Technology. Additionally, look for vendors who offer comprehensive support services, such as technical assistance and training, to facilitate the transition.

call center software 98

call center software Call Center APIs Contact Center 98

teleopti

DECEMBER 16, 2019

While innovations like Artificial Intelligence and Analytics have the power to transform CX, they should be easy to use and understand. While innovations such as Artificial Intelligence and analytics have the power to transform CX, they should be easy to understand and use. Is technology including CRM system issues holding people back?

Analytics 73

Analytics First call resolution Contact Center Chatbots 73

Enghouse Interactive

SEPTEMBER 1, 2020

Register for our upcoming webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive. It’s Not an Option – It’s Expected (Blog Series).

Self service 83

Self service Contact Center Chatbots First call resolution 83

Noble Systems

SEPTEMBER 8, 2020

Access to CRM is also crucial for providing agents with the latest customer data. Additional Resources: Webinar: From Onsite to Fully Remote Operations at Perdoceo Education – A CIO’s Perspective • Sep 15, 2020 @ 2:00PM • Register: US • APAC • EMEA. What happens when a global pandemic throws a wrench in your plans?

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

Cisco - Contact Center

FEBRUARY 19, 2021

In addition to designing the communications flow, the flow builder can also design workflows that touch internal business systems like CRM or shipping or scheduling. Introducing the All New Webex Contact Center: The Technology Enabling the Future of CX [Webinar]. The Future of Customer Experience Begins Now [Blog]. IMImobile website.

Customer Experience 98

Customer Experience Contact Center APIs contact center solutions 98

Enghouse Interactive

SEPTEMBER 29, 2020

By using professionally recorded messaging with your organization’s IVRs, optimizing your chatbots, and providing unobtrusive ID Authentication systems, along with the integration of your CRM system, you will be able to capture, record and assess what, why and how they have engaged with you. AI Makes It Possible (Blog Series).

Interactive Voice Response 83

Interactive Voice Response Self service Chatbots Enterprise 83

JustCall

APRIL 13, 2020

Our CRM manages this process for us. Optimize Website User Experience with CTAs, Web Analytics and Chatbots. Use Google Analytics for this. Automated integrations between your cloud phone system and CRM software can streamline the cold-calling process for your remote sales team, as well. ” 17.

Sales 98

Sales CRM Chatbots Analytics 98

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. What CRM and other business systems do I need to integrate with?

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. What CRM and other business systems do I need to integrate with?

Contact Center 54

Contact Center Contact center software contact center solutions CRM 54

ChurnZero

JUNE 12, 2020

Who administers your customer systems (such as your Customer Success platform, CRM, or support desk)? Systems: CSM tool management and implementation, CRM ownership of customer elements. Data analytics, business intelligence, and reporting skills. * People: goals, targets, performance, workforce/team planning.

SaaS 80

SaaS Metrics Customer retention Analytics 80

Enghouse Interactive

FEBRUARY 9, 2021

Agent Analytics (28.4% Real-time agent analytics improve the ability to track agent response times and KPI’s. Integration with the CRM further enhances the process by providing complete customer information, reducing the frustration of repeated requests for basic information every time a customer interacts with the organization.

Contact Center 68

Contact Center Self service Chatbots Gamification 68

NobelBiz

FEBRUARY 14, 2023

One of the many approaches to achieve a 360-degree customer view is using a CRM system. Another approach to achieve a complete customer view is through data analytics. This can include integrating data from a CRM system with data from a website analytics platform or data from a survey tool with data from a customer feedback platform.

Contact Center 52

Contact Center CRM Journey mapping Government 52