Aspect

AUGUST 26, 2019

There is information everywhere: in your ACD , WFM, CRM, quality management, recording, surveys, speech analytics and self-service systems. As new customer engagement channels become popular and better speech and text analytics tools come into use, we are faced with an inexorable rising tide of available information.

Big data 102

Big data Management Journey mapping Contact Center 102

CCNG

OCTOBER 19, 2022

(Adobe, 2022) 75% of marketing & CX practitioners have observed a surge in existing customers using digital channels (Adobe, 2022) 74% of CX professionals say creating a seamless customer journey across assisted and self-service channels is “important” or “very important.”

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Calabrio

FEBRUARY 25, 2025

Explore the must-have features of a CX platform, from interaction recording to AI-driven analytics. A customer journey or interaction analytics platform may collect and analyze aspects of customer interactions to offer insights on how to improve key service or sales metrics. Theres no one clear definition of CX platform.

Customer Experience 52

Customer Experience CRM Contact Center APIs 52

Fonolo

OCTOBER 18, 2017

The reports on today’s list are focused on more specific topics within the realm of the call center such as agent management, journey mapping and self-service. 78% plan to prioritize web self-service investments over the next two years; 72% say the same for mobile and IVR. Who wrote it: Call Center Week.

Call Center 117

Call Center Journey mapping Self service Interactive Voice Response 117

HGS

FEBRUARY 1, 2017

Melissa: Today’s customer service trends are being driven by customer expectations for really simple and straightforward communication. In many cases, this means self-service tools, although customers also sometimes need to pick up the phone and speak with a person. Wendy: How is this changing BPO services engagements?

Self service 100

Self service Contact Center Journey mapping Virtual Agent 100

Noble Systems

FEBRUARY 20, 2019

Invest in Self-Service with a Purpose. Providing self-service options along with high-touch human interaction can help you get there. When done right, customers prefer self-service. A recent report indicated that 59% of consumers said that self-service availability affects brand loyalty.

Contact Center 75

Contact Center Journey mapping Self service Cloud contact 75

Balto

MARCH 17, 2025

Real-Time Call Center Insights Dashboard Introduction to Call Center Insights Call center analytics transforms raw operational data into actionable intelligence, enabling businesses to improve customer experience while optimizing agent performance. Modern analytics platforms examine everything from call volume patterns to customer sentiment.

Call Center 52

Call Center Customer Experience Average Handle Time Analytics 52

DMG Consulting

APRIL 10, 2017

Reality Check: Will Customer Journey Analytics Be the Next CRM? When it comes to enterprise servicing strategies, a new contender seems poised to challenge an old but dependable stalwart. The up-and-comer is customer journey analytics, or CJA, and it’s in the ring with the incumbent, CRM. By Donna Fluss.

CRM 48

CRM Analytics Journey mapping Interactive Voice Response 48

Totango

AUGUST 9, 2022

While customer segmentation predates digital technology, segmentation today relies heavily on digital databases and data analytics. Data analytics allows stored information to be scanned for patterns that reflect useful business intelligence. Customer service : Support teams can utilize segmentation in several ways.

Best practices 106

Best practices B2B Journey mapping Upselling 106

Upstream Works

JANUARY 16, 2020

Not only does this provide for deeper customer engagement, but with predictive analytics, agents can be more proactive and go beyond the transactional nature of providing customer service. 24/7 Self-service.

Chatbots 78

Chatbots Journey mapping Self service Contact Center 78

ClearAction

JANUARY 14, 2015

In today's array of CXM webinars, articles, and conference speeches, hot topics include predictive analytics, journey mapping, touch-points, user experience, communities, digital and content marketing, self-service and social media.

Customer Experience 97

Customer Experience B2B Management B2C 97

Upstream Works

JULY 16, 2021

AI enables entirely new capabilities, such as intelligent routing, dynamic journey mapping, predictive analytics and sentiment analysis. Not only can conversational AI help automate self-service, but it can also deliver a more personalized CX. are planning to utilize AI technology in the next three years.

contact center solutions 78

contact center solutions Cloud contact Contact Center Journey mapping 78

PeopleMetrics

JANUARY 24, 2022

Over the past few years, I have noticed 3 key trends that have shaped the work we do going forward: Massive investments in Artificial Intelligence (AI) – from text analytics to automated service recovery, the CX industry has embraced AI. Finally, we will have an updated, self-service survey engine released this year!

B2B 90

B2B Journey mapping B2C Benchmark 90

Avaya

DECEMBER 6, 2016

If you ask us, though, the best customer experiences today are supported by customer journey analytics. The Need for Customer Journey Analytics. Customer journey analytics is a process that requires tracking and analyzing the way customers use a combination of available channels to interact with an organization.

Big data 66

Big data Customer Experience Analytics Self service 66

REVE Chat Blog

JUNE 10, 2020

Personalize your interaction – You can personalize your interaction at the identified touchpoints to deliver an excellent customer service experience. . Plot your customer journey map. A customer journey map is a tool that tells the story of a customer’s experience of interacting with your brand.

Customer Experience 75

Customer Experience Journey mapping Self service Multichannel 75

Upstream Works

AUGUST 5, 2021

One reason for rising cloud adoption is the variety of strong use cases, including better agent engagement, smarter call routing, improved self-service options, richer management reporting, more personalized CX, and more.

contact center solutions 78

contact center solutions Contact Center Journey mapping Call Center 78

Liveops

JANUARY 25, 2019

Save time and money and provide a consistent experience for your audience moving your customer service and support operations to the cloud. Make self-service as easy as possible for your customers with personalized, interactive guidance. Brainstorm and lay out customer journeys with this free, no-frills canvas-making tool.

Technology 82

Technology Customer Experience Journey mapping Enterprise 82

Lumoa

APRIL 28, 2024

Medallia is known for its robust analytics and reporting capabilities, providing in-depth insights into customer feedback and trends. Customer service representatives can use Medallia to hear and respond to customer feedback, report the action taken, and whether or not the issue has been resolved. Which Platform Fits Your Needs?

Feedback 78

Feedback Consulting Consulting Enterprise 78

Mindtouch

FEBRUARY 20, 2018

What follows is a step-by-step guide on how to build a content structure that drives results for both presale and post-sale self-service support experiences. Representative personas are strong reminders not to forget the human element when creating customer journey maps. Step 1: Know Your Business. Set baselines.

Journey mapping 59

Journey mapping B2C Advertising B2B 59

Noble Systems

FEBRUARY 20, 2019

Invest in Self-Service with a Purpose. Providing self-service options along with high-touch human interaction can help you get there. When done right, customers prefer self-service. A recent report indicated that 59% of consumers said that self-service availability affects brand loyalty.

Contact Center 51

Contact Center Journey mapping Self service Cloud contact 51

OctopusTech

AUGUST 10, 2022

When the right technology is implemented in your contact center, you can automatically increase the working efficiency and performance of agents, improve productivity, enhance the overall customer experience and simplify your data and analytics. Analytics of texts. Analytics of speech. Customer journey mapping.

Call Center 62

Call Center Technology Journey mapping Interactive Voice Response 62

Mindtouch

DECEMBER 18, 2018

Where are the obvious gaps in self-service content ? For the answers, dig into search query reporting, top case drivers, and website analytics. This data can come straight from Google Analytics, third-party tools, or the reporting function within a standalone knowledge management solution. Metadata matters.

Chatbots 54

Chatbots Journey mapping Self service Analytics 54

Upstream Works

SEPTEMBER 28, 2022

Contact centers are still early on this path, and as new data streams proliferate, customer journey mapping will become richer. At a high level, AI can play a key role in automating workflows and improving self-service options. That’s where artificial intelligence (AI) comes into play.

Contact Center 78

Contact Center Journey mapping Scripts Self service 78

UJET

MARCH 22, 2021

The next evolution of IVR is a more dynamic, conversational, and intelligent system that will guide the customer throughout their journey. We’ll guide them to answers for more self-servicing and deflection. It should be a tool to orchestrate the customer journey and guide them – which involves: Channel steering.

Interactive Voice Response 82

Interactive Voice Response Virtual Agent Contact Center Self service 82

Lumoa

JUNE 23, 2021

Advanced Self-Service Tools According to studies, consumers are increasingly becoming self-reliant, preferring to use self-service channels such as live chat (42%) and chatbots (86%) rather than contacting customer support.

Cloud contact 78

Cloud contact Interactive Voice Response Contact Center Chatbots 78

Outsource Consultants

JANUARY 27, 2025

Use AI-powered analytics to track and enhance customer interactions. Use AI-driven analytics to identify bottlenecks. Read more about how outsourcing can help optimize AHT Achieve Optimal Service Levels Service Level measures the percentage of calls answered within a predefined timeframe.

Contact Center 67

Contact Center Abandon rate Average Handle Time outsourcing 67

Quadient

AUGUST 11, 2022

This isn’t limited to a specific report, as it is a fully interactive, self-service website that allows you to select your industry, region, and business size, while adding up to four specific use cases. If you’re having trouble keeping your communications straight, you may want to consider looking at a Journey Mapping Platform.

Journey mapping 52

Journey mapping Self service Marketing Analytics 52

Pointillist

SEPTEMBER 10, 2020

The Business Combining orchestration with an approach like customer journey analytics enables journey optimization, a process that leverages AI and machine learning to improve customer experiences , so they can achieve their goals more efficiently.

Personalization 128

Personalization Interactive Voice Response Enterprise Upselling 128

DMG Consulting

FEBRUARY 7, 2018

As seen in Figure 1, the top 10 enterprise servicing goals for 2018 are: Delivering an outstanding CX. Increasing use of self-service. Improving customer journey mapping and analytics. Figure 1: Top 10 Enterprise Servicing Goals for 2018. Improving productivity. Reducing customer effort.

Enterprise 48

Enterprise Journey mapping Contact Center Consulting 48

CSM Magazine

SEPTEMBER 14, 2023

Standardization of business processes leveraging journey mapping, human-centered design, and industry best practices (e.g., The company leverages cloud computing, artificial intelligence, machine learning, automation and advanced analytics to deliver mission-critical solutions. email, chat, live, social, etc.)

Journey mapping 59

Journey mapping Government Transportation Customer Care 59

Connect

DECEMBER 20, 2024

However, legacy IVR systems typically have limited self-service options, relying on long menus and complex navigation via voice prompts to guide callers to the appropriate department or service agent, often leading to frustration and longer wait times. Ongoing testing also follows the migration.

Interactive Voice Response 52

Interactive Voice Response Journey mapping Self service First call resolution 52

CSM Magazine

OCTOBER 12, 2022

Speech Analytics. Speech analytics is a technology that analyzes human speech for signs of emotion, intent, and meaning. Speech analytics can also be used to monitor call center performance , identify training needs, and improve call quality. Customer Journey Mapping. Self-Service. Voice Biometrics.

Technology 52

Technology Customer Experience Journey mapping Chatbots 52

CSM Magazine

NOVEMBER 23, 2021

Assessing customer journey maps to identify where common queries arise enables a more proactive strategy. Even better, this process can remove contacts through mapping new, improved journeys, self-service and automation. Therefore, contact centres must do more than sit back and wait for calls.

Journey mapping 52

Journey mapping Metrics Analytics Education 52

Pointillist

JUNE 7, 2021

Pointillist surveyed over 1,150 CX, marketing, analytics and customer care professionals from various industries across the world to identify best practices, approaches, benchmarks and tactics used by top performing organizations. Conversely, underperforming teams predominantly rely on qualitative approaches like customer journey mapping.

Surveys 71

Surveys Management Journey mapping Customer centricity 71

NobelBiz

MARCH 26, 2024

It’s the art of utilizing technology to deliver personalized and efficient customer service without losing the human touch that customers value. Customer Experience Automation can encompass a range of technologies such as AI and Machine Learning, Chatbots and IVR Systems, Data Analytics and Insights.

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

DMG Consulting

APRIL 16, 2019

Social media depends heavily on real-time responses; omnichannel service requires companies to respond to a variety of media, such as chat, SMS, and video, in real time; and globalization has opened the door to worldwide resources and requires immediate responses for customers worldwide. ANALYTICS RECEIVES AN ENCORE.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

REVE Chat Blog

FEBRUARY 12, 2020

Innovation in data collection, analytics, and channel strategies has enabled financial institutions to diversify means of engaging customers , building better relationships through real time assistance. The customer journey is the roadmap of experiences that customers go through when interacting with your company and brand.

Banking 76

Banking Customer Experience Chatbots Big data 76