Callminer

MAY 27, 2020

To learn how AI can assist you in retaining top talent within your organization, download our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition. Encourage team managers to provide feedback about employee performance in both a formal and informal setting. ” – Tarika.A,

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

Callminer

NOVEMBER 18, 2020

If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance. Examples include call recording, speech analytics and real-time monitoring. Leverage customer feedback mechanisms to monitor performance, shape policy and guide strategy (e.g.,

Contact Center 345

Contact Center Call Center Gamification Wait times 345

Callminer

SEPTEMBER 14, 2020

For instance, to improve key call center metrics such as first call resolution , business analysts may recommend implementing speech analytics solutions to improve agent performance management. Successful call centers use analytics to help aid, streamline and maximize customer service and sales needs…”. AmraBeganovich. Kirk Chewning.

Call Center 182

Call Center Analytics First call resolution Metrics 182

DMG Consulting

AUGUST 3, 2020

Sales, Marketing and Enterprise Uses of Interaction Analytics. Interaction (speech and text) analytics (IA) is a solution that sells well in both strong and weak economies. Customer feedback from IA should also be used to complement findings from focus groups. I would like to receive the monthly DMG Newsletter. By Donna Fluss.

Enterprise 72

Enterprise Analytics Sales Marketing 72

Beyond Philosophy

DECEMBER 5, 2017

In content we’ve produced (webinars, white papers, posts, and a new book on the subject) the concept and value of employee ambassadorship, functioning within more humanistic and proactive organizations, has been fully laid out. Please Stop Feedback Competitions Among Your Staff. Resolve To Deliver More Proactive Service in 2018.

Employee engagement 170

Employee engagement Consulting Consulting Enterprise 170

Kayako

OCTOBER 6, 2015

Use Google Analytics to find your best-performing content. Next, Content Analytics by SumoMe will tell you exactly which posts readers liked as well as the place where they stopped reading. White papers. White papers are similar to ebooks, but they are generally shorter and focused more narrowly targeted.

Marketing 96

Marketing Education Best practices Analytics 96

Callminer

MAY 11, 2020

And, coaching sessions provide an ideal opportunity for managers to check in with their agents or employees to get their feedback on how things are going from their perspective. Maybe keeping an anonymous feedback box in the office will help in detecting bullies. If the employee starts to change, you need to give positive feedback.

Management 273

Management Customer Experience Customer Service Coaching 273

Talkdesk

DECEMBER 1, 2020

Quality Assurance: How an organization ensures their CX meets their goals and aligns with guiding principles by evaluating agent-customer interactions, identifying areas of improvement and providing feedback or training for remediation. The post The 4 stages of contact center maturity and how to use them appeared first on Talkdesk.

Contact Center 104

Contact Center Benchmark Enterprise Customer centricity 104

Vonage

FEBRUARY 13, 2017

Speech analytics works by analysing spoken words, variations in pitch, silences and other verbal cues. Speech analytics ensures vital information is never lost. In a busy environment, real-time speech analytics provides the ultimate fail-safe. Speech analytics allows you to effectively gauge customer satisfaction.

Analytics 53

Analytics Customer Service Scripts Surveys 53

Fonolo

APRIL 24, 2018

They commissioned Zogby Analytics to ask questions about the modern customer experience to two distinct groups: consumers and business decision makers (BDMs). Over 80% of respondents said there will be an increase in the use of interaction analytics, continuing a trend that has seen growth in use of this tech from 9.2%

Contact Center 99

Contact Center Call Center Self service Surveys 99

Cisco - Contact Center

DECEMBER 17, 2020

In today’s world where customer experience can make or break a brand, capturing customer feedback while it is top of mind is essential. For example, customer experience journey context displayed on the agent desktop and customer experience analytics reports that capture customer feedback trends and allow for proactive, closed-loop response.

Customer Experience 108

Customer Experience Contact Center APIs Analytics 108

Avaya

JANUARY 29, 2019

Speech Analytics – Transcribe and analyze 100 percent of recorded calls to help surface valuable intelligence. Customer Feedback – Engage customers immediately following their interaction with agents via short, dynamic surveys. Read the “ Using Workforce Optimization to Enhance Your Customer Experience Strategy ” white paper.

Customer Experience 67

Customer Experience Coaching Contact Center Quality management 67

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. We make sure to give instant recognition when an agent receives positive feedback.

Call Center 182

Call Center Management Scripts Coaching 182

Calabrio

JANUARY 2, 2020

At the beginning of a new decade, 2020 is set to be an exciting year as Calabrio continues to expand the capabilities of the WEM platform and integrate the best of both WFM solutions for next-level Customer Experience Intelligence, where the very best of human talents and activities combine with contextual and predictive customer analytics.

Analytics 88

Analytics Quality management Contact Center Customer Experience 88

Connecting the Dots

AUGUST 1, 2015

With the advent of customer experience (CX) and enterprise feedback management technology (EFM), many companies are rethinking VOC, often assigning it to a department other than MR. This battle was most starkly highlighted by a headline on the cover of the November 2014 Quirks, Is CX out to get MR?

Big data 62

Big data Consulting Consulting Enterprise 62

Kayako

MAY 13, 2022

Customer Community: an online space where customers can share feedback, ideas, reviews, and advice. White papers. The advantage of requiring registration is you can track customer behavior and track search and usage analytics of individual users. Other content sources include: FAQ sections. Blog posts. User guides.

Self service 110

Self service Airlines Accountability Customer Care 110

Calabrio

JANUARY 2, 2020

At the beginning of a new decade, 2020 is set to be an exciting year as Calabrio continues to expand the capabilities of the WEM platform and integrate the best of both WFM solutions for next-level Customer Experience Intelligence, where the very best of human talents and activities combine with contextual and predictive customer analytics.

Analytics 76

Analytics Quality management Contact Center Feedback 76

Callminer

APRIL 23, 2019

By removing all sensitive data without sacrificing the context of conversations, companies can get the full benefits of customer engagement and speech analytics solutions to boost customer service and agent performance while simultaneously maintaining compliance.

Best practices 159

Best practices Call Center Banking Contact Center 159

Uniphore

JANUARY 21, 2022

On the CX side, the technology has reached a level of maturity that allows for real-time interaction with actionable feedback based on patient and member emotion, sentiment and intent. AI-powered analytics optimize patient and member services. Consumer expectations today are higher than ever. Download the Whitepaper.

Healthcare 59

Healthcare Analytics Personalization Biotechnology 59

teleopti

JANUARY 9, 2020

At the beginning of a new decade, 2020 is set to be an exciting year as Calabrio continues to expand the capabilities of the WEM platform and integrate the best of both WFM solutions for next-level Customer Experience Intelligence, where the very best of human talents and activities combine with contextual and predictive customer analytics.

Analytics 70

Analytics Quality management Customer Experience Contact Center 70

Fonolo

JANUARY 14, 2020

Nice Reply is a nifty little feedback gathering software with a fun, interesting, and beautifully-designed blog. They also cover real-life examples of how their customers use th e software and analytics to improve their business results. 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

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. Building in a Feedback Loop. To take a deeper dive, download our white paper. . “ It’s enough to scare off the most stalwart of managers.

Call Center 71

Call Center Average Handle Time Contact Center call center software 71

Fonolo

APRIL 24, 2018

They commissioned Zogby Analytics to ask questions about the modern customer experience to two distinct groups: consumers and business decision makers (BDMs). Over 80% of respondents said there will be an increase in the use of interaction analytics, continuing a trend that has seen growth in use of this tech from 9.2%

Contact Center 57

Contact Center Call Center Self service Surveys 57

Fonolo

JUNE 28, 2018

An upgraded IVR will provide visibility and analytics so you can see where your containment is suffering. Perhaps you’re not lucky enough to hear directly from your customers, but you can at least get feedback from your CSRs. Use their feedback as a way of gauging whether you should bring change to your current IVR infrastructure.

Interactive Voice Response 52

Interactive Voice Response Call Center Morale Analytics 52

Noble Systems

JANUARY 30, 2019

After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying. Through competition, feedback and reward, agents gain a sense of personal achievement and learn the soft skills needed to provide a more human and positive experience with customers.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

Natalie Petouhof

AUGUST 15, 2022

Ideally, listening uses advanced analytics and artificial intelligence (AI) to uncover issues and opportunities. It’s the first step to integrating feedback and insight into customer and employee experiences. Similarly, employee surveys can gather some actionable feedback. But there’s still work to be done.

Customer Experience 52

Customer Experience Analytics Surveys Big data 52

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

inmoment

NOVEMBER 6, 2019

InMoment’s latest white paper, “ Why a Customer Experience Program is More Powerful Than Mystery Shopping ,” details what intelligent technology can do that mystery shopping simply cannot. . Here are a few improvements that a holistic approach to feedback can drive for your business: . #1:

Revenue potential 40

Revenue potential Feedback Surveys Analytics 40

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

Noble Systems

JANUARY 30, 2019

After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying. Through competition, feedback and reward, agents gain a sense of personal achievement and learn the soft skills needed to provide a more human and positive experience with customers.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

CSM Magazine

JUNE 7, 2023

Be sure to encourage satisfied customers to share their feedback and thoughts on review platforms or social media. This will help you demonstrate that you value customer feedback and are committed to addressing any issues, which may arise. You will want to make sure that customers view you as an expert in your field.

Feedback 52

Feedback Customer centricity Best practices Personalization 52

NICE inContact

NOVEMBER 9, 2018

Consider using feedback tools that let your customers talk back. Also, learn to listen more carefully by using advanced analytics that can suss out nuances in interactions to help you identify sentiment and trends. Customers will buy more and refer their friends to you. But if they are unhappy, you lose them – maybe for good.

Contact Center 49

Contact Center Contact center software Benchmark First call resolution 49

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

Uniphore

NOVEMBER 17, 2021

In this article, we explore how AI-powered speech analytics are helping wealth management firms to: Comply with Record-Keeping Regulations. Conversational AI-powered speech analytics can record, organize and analyze thousands of conversations with greater speed and accuracy than quality assurance (QA) teams ever could on their own.

Analytics 52

Analytics Feedback Sales Management 52

Calabrio

MAY 3, 2017

They spend hard-earned resources on surveys, focus groups and other outbound customer feedback channels without realizing that this very same data lives a few doors down in their very own contact center. It’s time to widen the VoC lens. For CMOs, here are five reasons the contact center should be marketing’s new best friend.

Contact Center 40

Contact Center Advertising Surveys Marketing 40

delighted

AUGUST 23, 2019

Just start getting some feedback in the easiest, lightest way you can. The most basic components of a customer experience program are: Implementing a process for gathering customer feedback and experience data. Because we didn’t have a goal, we didn’t have a process in place for how to act on the feedback that we received.

Customer Experience 41

Customer Experience Journey mapping Surveys Feedback 41