Joe Rawlinson

JANUARY 24, 2025

Without a clear understanding of business analytics, entrepreneurs risk making decisions that may harm growth and profitability. Business analytics isnt just for large corporations. This article dives into the essential role of business analytics and how entrepreneurs can use it to achieve long-term success.

Analytics 78

Analytics Marketing Education Sales 78

Contact Center Pipeline

SEPTEMBER 24, 2020

And while each contact center has its own business strategy and objectives, one common goal spans the industry: keeping customers happy. Contact centers are complex and unique businesses. Some are five agents strong while others employ thousands. In a service-based economy, positive customer interaction is more important than ever.

Analytics 279

Analytics Contact Center Call Center Technology 279

Vistio

OCTOBER 15, 2024

Agent retention is a critical challenge in many industries, but especially so in customer service and support. As the workplace becomes more data-driven, advanced analytics is emerging as a key tool in understanding and improving agent retention. This is where data comes in.

Analytics 52

Analytics Coaching Morale Metrics 52

Calabrio

FEBRUARY 28, 2025

Analytics Voice Analytics: Unlock Insights in Your Contact Center Conversations Share In the data-driven contact center of today, understanding the nuances of customer conversations is paramount. What is voice analytics? What is voice analytics? It delves deeper into the emotional and contextual layers of speech.

Analytics 52

Analytics Contact Center contact center workforce Average Handle Time 52

ShepHyken

FEBRUARY 9, 2025

5 Touchdowns: How the NFL Is Winning over Fans by Francesca Di Meglio (CX Network) By leveraging data analytics and offering personalized experiences, football is growing exponentially. This article includes 15 ideas from nine industry experts. This time, we get lessons from leaders from all types of businesses and industries.

Customer Service 183

Customer Service Best practices Customer Experience Analytics 183

CSM Magazine

NOVEMBER 26, 2024

The mortgage industry has come a long way from piles of paperwork and lengthy approval processes. Here’s how technology is revolutionizing customer service in the mortgage industry. Personalized Mortgage Solutions Through Data Analytics Data analytics are enabling mortgage companies to offer more personalized solutions.

Technology 52

Technology Customer Service Real estate Chatbots 52

TeleDirect

DECEMBER 25, 2024

Advanced Analytics Monitor call center performance metrics, such as resolution times and customer satisfaction scores. Industries That Benefit From 24/7 Call Centers While all industries can benefit from round-the-clock customer support, some sectors rely on it more heavily: 1. Identify trends and areas for improvement.

Call Center 127

Call Center Customer Experience Technical Support Healthcare 127

Myra Golden Media

DECEMBER 17, 2020

You’ll need to ask questions that require your customer to use analytical thinking, recall, or look up something. When I managed a call center in the car rental industry, I had my employees ask customers three closed-ended questions the moment they felt they were losing control of a conversation. Here’s an example.

Analytics 348

Analytics Call Center Management Customer Experience 348

TechSee

DECEMBER 11, 2024

Adoption and operational shifts take time, but the potent combination of maturing technologies and time are finally making this industry talking point a lived reality for mainstream enterprises and their customers. Outcome : Accurate for early adopters.

Self service 109

Self service Enterprise Finance Healthcare 109

Callminer

FEBRUARY 23, 2021

It’s critical that organizations proactively stay ahead of these changes and work to take on top of changing industry standards. Analytics are more important than ever. You need advanced analytics, offered in real-time, so you can quickly and easily make adjustments as needed.” New Challenges for Call Centers in 2021.

Call Center 376

Call Center Technology Banking Contact Center 376

ShepHyken

NOVEMBER 6, 2023

Top Takeaways: Customer feedback is crucial for businesses of all industries. Feedback devices can be especially beneficial for retail, healthcare, and industries where customer experience directly impacts revenue. ” About: Miika Mäkitalo is the CEO of HappyOrNot.

Feedback 346

Feedback Healthcare Analytics Customer Service 346

AWS Machine Learning

NOVEMBER 22, 2024

It enables different business units within an organization to create, share, and govern their own data assets, promoting self-service analytics and reducing the time required to convert data experiments into production-ready applications. The diagram shows several accounts and personas as part of the overall infrastructure.

Government 98

Government Banking Accountability Engineering 98

Balto

MARCH 25, 2025

When I started writing Balto content around 2017, speech analytics was hot. Every contact center software company had a speech analytics perspective and was competing to rank in the top spot on Google. Speech analytics adorned every eBook title, every conference booth banner, every blog post, and every LinkedIn post.

Analytics 40

Analytics Engineering Automotive Contact Center 40

Callminer

NOVEMBER 9, 2020

Speech analytics software , for example, enables call centers to review past fraudulent calls, customize a fraudulent scorecard, and leverage real-time analytics to provide guidance to agents while on the call if a call is flagged as potential fraud. Caller has difficulty answering KBA questions.

Call Center 345

Call Center Banking Contact Center Accountability 345

Beyond Philosophy

MARCH 19, 2020

Moreover, Forrester said that one in four people in the Customer Experience industry would lose their jobs this year. Our research revealed that many companies think that AI or the Internet changing their industry is the least important thing they should be worrying about, to the tune of one in four. To be honest, I am shocked.

Consulting 479

Consulting Consulting Marketing Customer centricity 479

TeleDirect

JANUARY 7, 2025

Beyond just being available around the clock, businesses also need to prioritize security to protect sensitive customer information and comply with industry regulations. Industries That Benefit from 24/7/365 Call Center Services 1. Healthcare Handle patient inquiries, appointment scheduling, and emergency support.

Call Center 125

Call Center Abandon rate Average Handle Time Healthcare 125

TeleDirect

JANUARY 7, 2025

Advanced analytics and reporting to monitor performance and identify trends. How to Choose the Right Call Center for Your Business When selecting a call center provider, consider the following factors: Industry Expertise: Look for providers with experience in your industry to ensure they understand your unique needs.

Call Center 126

Call Center Wait times Abandon Call Multichannel 126

TeleDirect

MARCH 13, 2025

Access to Advanced Technology Top call centers utilize AI-driven chatbots, CRM software, and analytics tools to optimize performance and improve service quality. Industry Expertise Ensure the provider has experience handling customer interactions in your industry. Q2: How do call centers handle high call volumes?

Call Center 79

Call Center Customer Support outsourcing Technical Support 79

TeleDirect

MARCH 9, 2025

Implement AI-driven analytics to predict call trends and adjust resources. A: The industry standard is less than 20 seconds for inbound calls, but businesses should aim for as short as possible without compromising service quality. Continuously refine processes to enhance call center efficiency.

Wait times 79

Wait times Call Center Abandon rate First call resolution 79

TeleDirect

JANUARY 20, 2025

Predictive Analytics takes this a step further by analyzing big data to anticipate customer needs, streamline workflows, and deliver personalized responses. The ability to resolve issues proactively elevates customer satisfaction and reinforces loyalty, making predictive service a game-changer for the industry.

Call Center 118

Call Center Big data call center workforce Technical Support 118

VirtualPBX

FEBRUARY 5, 2025

Healthcare Member Services and Support Services Team Optimizing call disposition codes in healthcare ensures efficient patient management and compliance with industry regulations. Actionable Analytics: Leverage call disposition data to monitor service performance and pinpoint recurring issues.

Healthcare 45

Healthcare Agent Empowerment Technical Support CRM 45

Concentrix

MARCH 24, 2025

(March ) Concentrix Corporation (NASDAQ: CNXC), a global technology and services leader, is thrilled to announce that we have recently won two distinguished awards recognizing our commitment to innovation that delivers exceptional value to our clients: Best Predictive Analytics […]

Customer Experience 48

Customer Experience Analytics Technology 48

ShepHyken

JULY 29, 2019

Club Industry) To ensure your members know you are thinking of them and offering them the best service they can find, you need to demonstrate conspicuously that you are thinking of them. Make Sure You Offer Conspicuous Customer Service by Blair McHaney. Will Emotion Detection Change Customer Experience Forever? by Andrew Mort.

Customer Service 305

Customer Service Enterprise Analytics Customer Experience 305

AWS Machine Learning

SEPTEMBER 23, 2024

This innovation has transformed client interactions and operational efficiency through the use of Amazon Transcribe Call Analytics , Amazon Comprehend , and Amazon Bedrock. Given the sensitive nature of the information handled, the solution needed to provide complete data protection and adhere to industry regulations.

Analytics 118

Analytics First call resolution Banking Interactive Voice Response 118

Blueship Call Center

DECEMBER 30, 2024

Inbound services deal with customer queries, processing orders, and technical support as the lifeline of such businesses working in customer-centric industries like e-commerce, telecom, or healthcare. For industries such as travel, healthcare, and technology, 24/7 availability is critical because customers expect instant solutions.

outsourcing 75

outsourcing Call Center Technical Support Telemarketing 75

ShepHyken

SEPTEMBER 15, 2020

Quotes: “Bringing together the analytic power of AI and the context and empathy power of a human being can deliver an incredibly personalized, really effective, fast selling process.”. He has over 25 years of experience in the technology industry in addition to sales and marketing management.

B2C 319

B2C B2B Self service Sales 319

3CLogic

DECEMBER 17, 2024

The contact center industry is constantly evolving. Implementing analytical tools that are seamlessly integrated into the front- and back-office will be essential to providing managers with AI-driven, real-time insights and predictive analytics through comprehensive and easy-to-use dashboards and reports.

Contact Center 98

Contact Center Self service Coaching Benchmark 98

AWS Machine Learning

OCTOBER 29, 2024

Professionals in a wide variety of industries have adopted digital video conferencing tools as part of their regular meetings with suppliers, colleagues, and customers. Amazon Simple Storage Service (Amazon S3) is an object storage service offering industry-leading scalability, data availability, security, and performance.

Engineering 110

Engineering APIs Sales Enterprise 110

TeleDirect

DECEMBER 24, 2024

AI-Powered Hyper-Personalization What It Means: Hyper-personalization involves using artificial intelligence (AI) and advanced analytics to deliver uniquely tailored experiences to each customer. AI Advancements: Machine learning and predictive analytics make it easier to understand customer behavior and anticipate needs.

Customer Service 62

Customer Service Analytics Airlines CRM 62

CCNG

MARCH 6, 2024

Good thing that at InflowCX we don’t serve the industry serving the contact center world, we serve the contact center industry. There are many types of AI, however, 95% of AI is being utilized effectively and most of the innovation in the contact center is based on Generative and Analytical. What does that even mean?

Contact Center 195

Contact Center Calibration Interactive Voice Response Analytics 195

Blueship Call Center

DECEMBER 19, 2024

Nearly every industry realizes that customer satisfaction can become an important differentiator. Call center outsourcing vendors become A Lifeline for Every Industry Whether it is health care, retail, finance, technology, or education, the requirement for communication channels is the same everywhere.

outsourcing 74

outsourcing Call Center Healthcare Education 74

TeleDirect

JANUARY 30, 2025

Employee Turnover and Retention Challenges Industries with high turnover rates, such as customer service, require continuous rehiring and training, disrupting workflow and increasing costs. labor laws, data security policies, and industry standards. employment laws, data security policies, and regulatory requirements.

outsourcing 106

outsourcing Call Center CRM Technical Support 106

CCNG

JULY 3, 2024

This is where CX analytics plays a vital role. By analyzing and interpreting customer data, CX analytics delivers factual insights that allow companies to personalize their support services – they become better equipped to address customer needs and pain points.

outsourcing 195

outsourcing Contact Center Airlines CCNG 195

CCNG

MARCH 13, 2024

Staffing Shortages in The Contact Center Won’t Go Away Without Action The hurdle our industry has faced repeatedly is staffing or the lack of staffing available. While that is pretty general in defining “generative AI” the lesson is clear: AI is part of the future in the contact center industry. Match the symptom to the solution.

Customer Experience 195

Customer Experience outsourcing Contact Center Analytics 195