CSM Magazine

APRIL 26, 2022

Funding to further enhance its leading technology and bring 360-degree data analytics solution to new markets. Conjura , the leading e-commerce data analytics platform, today announced it raised €15 million in Series A funding. The round was co-led by Act Venture Capital and MiddleGame Ventures , with participation from Tribal VC.

Analytics 52

Analytics Benchmark industry standards Customer retention 52

NobelBiz

FEBRUARY 21, 2023

Importance of Reporting and Analytics in a Contact Center Reporting and analytics are one of the crucial components that help gain an accurate and sincere state of a contact center’s development. On the other hand, analytics refers to the use of advanced tools and techniques to analyze the collected data.

Best practices 52

Best practices Analytics Contact Center Coaching 52

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.” More Flexible Service Solutions.

Call Center 376

Call Center Technology Banking Contact Center 376

8x8

FEBRUARY 6, 2019

We have exciting new launches today including 8x8 Speech Analytics – automatically providing sentiment analysis on 100% of your customer calls; enhanced Integration framework – making it easy to embed communications into your business processes. Speech Analytics for Contact Centers. Analytics Features. Description.

Analytics 48

Analytics CRM APIs Contact Center 48

CSM Magazine

JUNE 23, 2022

“AutoTranscribe is designed to operate in a complex, noisy environment at millisecond speeds with the highest real-time transcription accuracy in the industry. In academic and industry standard benchmarking through the LibriSpeech test—a speech corpus of 1,000 hours of transcribed audiobooks—it often beats out the major AI companies. “To

industry standards 96

industry standards Benchmark Coaching Analytics 96

AWS Machine Learning

NOVEMBER 1, 2024

The challenge and impact of sustainability on clinical trials With the rise of greenhouse gas emissions globally, finding ways to become more sustainable is quickly becoming a challenge across all industries. Amazon Redshift is a fully managed cloud data warehouse that trial scientists can use to perform analytics.

Metrics 112

Metrics Transportation industry standards Analytics 112

OrecX

MAY 17, 2022

Some vendors claim it is complicated and time consuming to export your recordings in a playable, industry standard format - which it shouldn't be! Well, it's due to a few reasons: Many call recording software vendors are greedy.

industry standards 121

industry standards APIs CRM Analytics 121

Hodusoft

DECEMBER 21, 2023

In this blog, we delve into a field of banking and financial industry that has rapidly advanced with the use of advanced call center software solutions. Using real-time data, key metrics, and insights from industry leaders, let’s break down the multifaceted aspects of FCR. This may also contribute to increased FCR rates.

call center software 64

call center software Banking Call Center First call resolution 64

NobelBiz

APRIL 2, 2024

We are determined to elevate efficiency as an industry standard by constantly adopting new technology and keeping costs in check. Feature Set Offer a comprehensive suite of advanced features, including omnichannel routing, advanced IVR systems, workforce management tools, CRM integration, reporting, and analytics capabilities.

contact center solutions 105

contact center solutions Enterprise Contact Center Interactive Voice Response 105

CSM Magazine

JANUARY 28, 2024

Next-Gen MFA addresses the weaknesses of previous technologies by incorporating advanced authentication methods, such as biometrics and behavioral analytics, to provide a stronger defense against unauthorized access. Next-Gen MFA solutions stand at the forefront of this evolution, enhancing security protocols beyond conventional systems.

industry standards 52

industry standards Best practices Finance Healthcare 52

Hodusoft

MARCH 22, 2024

The event provides HoduSoft with the opportunity to connect with industry professionals and discuss how their solutions can transform organizations. The event will feature 10 conference tracks, over 15 end-user-led sessions, above 150 exhibitors, and more than 5,000 IT, CX, and communications professionals in attendance. With booth no.

Enterprise 52

Enterprise Interactive Voice Response Contact center software call center software 52

HGS

JULY 12, 2017

We believe in exceeding industry standards, delivering significant outcomes for our clients’ bottom lines, and helping customers get to the right answer, fast.”. This solution has built-in analytics that identifies the top call drivers, enabling HGS to create how-to videos and improve the FAQs to better support customer inquiries.

outsourcing 187

outsourcing contact center associations Self service industry standards 187

NobelBiz

APRIL 30, 2024

This evolution has been driven by advancements in machine learning, natural language processing, and big data analytics. Real-time analytics also enable managers to make informed decisions swiftly, adapting to customer needs dynamically. Benefits of AI in Call Centers AI is transforming call center operations across various fronts.

Call Center 105

Call Center Chatbots Virtual Agent Contact Center 105

NobelBiz

APRIL 30, 2024

This evolution has been driven by advancements in machine learning, natural language processing, and big data analytics. Real-time analytics also enable managers to make informed decisions swiftly, adapting to customer needs dynamically. Benefits of AI in Call Centers AI is transforming call center operations across various fronts.

Call Center 104

Call Center Chatbots Virtual Agent Contact Center 104

CSM Magazine

JULY 12, 2024

In many cases, ramping up customer service means bringing employees up to speed on industry standards or integrating cutting-edge tech that takes exchanges to the next level. Skills and Qualifications Analytical Skills A CX Manager must have strong analytical skills to interpret customer data and derive actionable insights.

Customer Experience 52

Customer Experience Management industry standards Analytics 52

Fonolo

DECEMBER 1, 2022

Tools enhanced with artificial intelligence are a must these days, along with IVR capabilities, smart routing, real-time analytics, and immediate access to caller information and context for agents. . Omnichannel integration has quickly become the industry standard and is appreciated—and expected—by today’s customers. .

Contact center software 87

Contact center software Contact Center Interactive Voice Response call center software 87

Fonolo

MARCH 17, 2022

Industry Report: State of the Contact Center 2022. Since the call center industry is known for high attrition rates, managers play a key role in retaining strong agents. Analytical skills. Call center managers should have the analytical skills to interpret the data and translate them into actionable insights.

Call Center 91

Call Center Management call center software Average Handle Time 91

ChurnZero

SEPTEMBER 28, 2021

Benchmarks allow you to figure out when your score is good, when and where there’s room for improvement, and how you might compare to other competitors in your industry. What seems like a good or bad NPS score can vary across industries, but there are some basic numbers that can be helpful to keep in mind when looking at your own score.

Benchmark 97

Benchmark SaaS industry standards Analytics 97

AWS Machine Learning

OCTOBER 2, 2024

Opensearch Dashboards provides powerful search and analytical capabilities, allowing teams to dive deeper into generative AI model behavior, user interactions, and system-wide metrics. Prior to joining AWS, she was also a consultant in various industries such as Transportation Networking, Retail and Financial Services.

Government 119

Government APIs Enterprise Best practices 119

CSM Magazine

OCTOBER 19, 2023

In an industry as dynamic as travel, customer service often serves as the linchpin for success. Innovations and Adaptations The industry’s response to these seismic shifts has been nothing short of transformative. In summary, data is not just a tool but a strategic asset that can drive success in the travel industry.

Transportation 52

Transportation Customer Experience industry standards Analytics 52

Callminer

JULY 22, 2018

While many BPOs adopt an 80/20 service level (as somewhat of an industry standard), a Folono post on finding the right service level suggests that management should think otherwise. To this end, speech analytics software can provide an overview of call center performance by providing both agents and managers with actionable feedback.

outsourcing 186

outsourcing Contact Center Business Process Outsourcing industry standards 186

TMP Direct

JULY 11, 2024

Signups and Test Drives We understand that the home improvement industry often involves high-value products that require customers to experience them first-hand. From advanced CRM systems to data analytics tools, our technology stack is designed to provide actionable insights and improve efficiency.

B2C 52

B2C B2B Sales Best practices 52

TMP Direct

JULY 11, 2024

Signups and Test Drives We understand that the home improvement industry often involves high-value products that require customers to experience them first-hand. From advanced CRM systems to data analytics tools, our technology stack is designed to provide actionable insights and improve efficiency.

B2C 52

B2C B2B Sales Best practices 52

CSM Magazine

MAY 14, 2024

Tracking and Reporting : Advanced analytics help track progress, engagement, and areas for improvement, allowing for real-time adjustments to the customer service training program. Scalability : Easily scalable solutions enable businesses to train large numbers of employees efficiently.

Customer Service 52

Customer Service industry standards Customer centricity Analytics 52

Call Experts

OCTOBER 5, 2023

Adhering to Regulations High-quality call centers ensure compliance in industries with stringent regulatory requirements, such as healthcare or finance. They help businesses maintain the necessary standards while delivering excellent customer service. What type of customer support do you require?

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

Outsource Consultants

OCTOBER 3, 2024

Quality Assurance and Compliance: Quality Standards: Inquire about the quality assurance measures implemented by Guatemalan call centers to ensure that they meet your standards for customer service excellence. Guatemalan BPOs will need to leverage data analytics and AI to deliver tailored interactions.

Call Center 67

Call Center Bilingual agents outsourcing Government 67

Calltools

JUNE 12, 2024

The industry standard for ASA is 28 seconds. Many call center analytics tools automatically calculate ASA for you, making it easier to track this metric. Track performance Monitoring ASA over time with call analytics tools can identify further areas of improvement. Your ASA would be 20 seconds (4,000/200 = 20).

Call Center 52

Call Center Interactive Voice Response Abandon rate Wait times 52

JustCall

SEPTEMBER 3, 2024

Data analytics: Enables monitoring interactions and improves efficiency with SMS reporting and analytics Advanced features: Auto-responders: Set up automated replies for common inquiries. Run data-driven campaigns and improve performance with reporting and analytics. Can you take a free trial of the service first?

voip 52

voip Multi-channel support Analytics CRM 52

CSM Magazine

JUNE 22, 2023

We maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fuelled analytics, automated workforce management, and personalised coaching.

Agent Empowerment 52

Agent Empowerment Customer centricity industry standards Coaching 52

Hodusoft

APRIL 26, 2023

As per a well-known study, the industry standard for the FCR is about 70 to 75 percent. If the FCR is lower than the industry average, then find out what’s wrong and take corrective measures. #3. The international industry standard of ASA is 28 seconds.

virtual call center 52

virtual call center Call Center Metrics call center software 52

Spearline

JUNE 1, 2021

However, advancements in artificial intelligence have paved the way for better analytics for calls coming into businesses. Systems, such as the one provided by Spearline, measure audio quality using the ITU (International Telecommunication Union) and standard PESQ (Perceptual Evaluation of Speech Quality).

Contact Center 98

Contact Center Telecommunications industry standards Analytics 98

Hodusoft

JANUARY 24, 2024

Personalization Strategies for Inbound and Outbound Banking Calls: A Technology Perspective Within the quickly changing banking industry, where the customer experience is paramount, the concept of tailored interactions has become increasingly important.

Banking 52

Banking Personalization Technology call center software 52

Lumoa

JANUARY 31, 2023

Although customer experience management is a complex process, that differs in every company and industry, it can be adjusted to the same plan. Leaders in a variety of business industries use NPS , which makes NPS a great benchmarking tool. Share data and results of the customer experience analytics in an easy-to-use tool.

Customer Experience 165

Customer Experience Customer centricity Metrics Feedback 165

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Both groups of technologies can be utilized to make analytics more actionable. But machine learning technologies can also help you to move from diagnostic to predictive analytics: if I fix this issue in my customer experience, how much will my churn decrease?

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Tethr

DECEMBER 21, 2021

Ever noticed how much of the conversational analytics space seems designed for the data scientist, the dashboard-delver, or other types of, well… numbers people? Historically, it’s been difficult to take immediate action on the information delivered by a conversational analytics platform of any stripe. That’s the Tethr difference.

Engineering 97

Engineering industry standards Contact Center Analytics 97

Cisco - Contact Center

FEBRUARY 18, 2020

Many of our customers across the globe and from many industries have shared with us their struggle to balance the need for innovation with cloud-based capabilities powered by artificial intelligence (AI) to stay competitive while maximizing their valuable on-premises contact center investments in people, process, and technology. Learn More.

Contact Center 134

Contact Center Enterprise Self service contact center solutions 134

Hodusoft

MAY 11, 2022

However, it is undeniable that on-premise PBX provides a greater advantage to specific industries. These vendors offer unique sets of features such as call routing, audio conferencing, real-time analytics, etc. . It provides essential call analytics that helps in improving your engagement practices. On-Premise PBX.

voip 98

voip Analytics industry standards Government 98