ShepHyken

JUNE 1, 2023

This week, we feature an article by Miika Makitalo, CEO of HappyOrNot , the company behind the Smiley Touch™ customer experience improvement solution and a leader in data analytics. He discusses how feedback and data analytics can make or break the customer experience. The customer experience has come a long way in the past decade.

Analytics 156

Analytics Customer Experience Feedback Chatbots 156

3CLogic

NOVEMBER 7, 2024

Thanks to its transformational benefits, saving time and costs for contact centers, the speech analytics market is expected to reach $14.1 1 In this article, we’ll explore what Speech Analytics is, its benefits, and use cases for the contact center industry. Definition: What is Speech Analytics? billion by 2029.

Analytics 105

Analytics Contact Center Personalization Time management 105

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

SEPTEMBER 10, 2015

Foresee , a Customer Experience analytics firm, examined the results of two studies that used their analytics technology last fall. It’s not only good for employee engagement, but it can mean your Customers are more satisfied with you—and how much they spend with your brand. Here’s a hint: It’s the same one.

Employee engagement 419

Employee engagement Consulting Consulting Banking 419

Callminer

FEBRUARY 23, 2021

Apart from achieving better flexibility in terms of customer service delivery, many call centers are finding themselves confronted with the details of doing business as new working models force management to reexamine the numbers and bolster bottom lines. Analytics are more important than ever. Technological Trends. AI is here to stay.

Call Center 376

Call Center Technology Banking Contact Center 376

ShepHyken

APRIL 30, 2021

Another interesting example is the live chat format used by Lightroom – an Adobe product used for managing photographs. Using Predictive Analysis for Customer Management. In 2021, you can gain an edge over the competition by introducing predictive analytics to analyze the user experience and close the customer feedback loop. .

Customer Service 382

Customer Service Chatbots Analytics Upselling 382

CX Accelerator

NOVEMBER 11, 2022

Customer Insights/Measurement/Analytics. Project/Program Management. Change Management. CUSTOMER INSIGHTS/MEASUREMENT/ANALYTICS Understanding your customers is at the heart of customer experience. Once customer data has been gathered, an analytics function is required to derive meaningful, actionable insight from it.

Journey mapping 307

Journey mapping Customer centricity Analytics Government 307

ShepHyken

SEPTEMBER 7, 2023

A customer success platform for managing interactions in a single space. Account management Offer workshops on relationship-building, active listening, and consultative selling for identifying upsell or cross-sell opportunities. Encourage shadowing experienced account managers who can disseminate their best tips and tricks.

B2C 356

B2C Customer centricity Feedback Upselling 356

Callminer

MAY 26, 2020

It can be close to impossible to manage these critical success factors without help from specialized software. Strategic scheduling around the Peak Hour Traffic metric makes cost management easier across the board as agents can be kept on call specifically when they are needed instead of all day. First Response Time.

Call Center 340

Call Center Metrics Average Handle Time First call resolution 340

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

ShepHyken

OCTOBER 1, 2019

The Analytic Customer Experience. Data and analytics empower agents to engage customers in a way that brings humanity back into the equation. About : Tom Goodmanson is the President and CEO of Calabrio , a workforce optimization and management company. How AI Can Support Human Customer Service. Learn more at Calabrio.com.

Self service 54

Self service Contact Center contact center solutions Analytics 54

ShepHyken

JULY 30, 2019

Crisis Management in the Customer Experience. They discuss crisis management and why brand integrity is important to customers. There are three main components of crisis management. About : Josh Ginsberg is the founder and CEO of Zignal Labs , a media analytics platform. How do I manage a crisis?

Analytics 274

Analytics Management Customer Experience Customer Service 274

ShepHyken

NOVEMBER 22, 2019

Technology today gives customer service teams a lot of options to help them assist and manage customer needs better. They also look into tools that can help gather useful analytics and track metrics. They find and implement the right tools to facilitate better operations.

Customer Support 377

Customer Support Multi-channel support voip Benchmark 377

Callminer

FEBRUARY 5, 2020

Managers on the floor can only keep track of so many factors at once as they go about monitoring active agents. The metrics yielded by such analytics provide invaluable insight into your call center’s inner workings. The Importance of Metrics in Call Center Operations. Data-Driven Optimization.

Best practices 251

Best practices Call Center Metrics Surveys 251

Callminer

MARCH 2, 2020

To learn about how speech analytics can help boost customer satisfaction, download our white paper, Reduce Churn and Increase Customer Satisfaction with Speech Analytics. Download our white paper, The CX Pro’s Guide to Speech Analytics , to learn more about how speech analytics can help you improve the customer experience.

First call resolution 291

First call resolution Analytics Metrics Call Center 291

CCNG

MARCH 6, 2024

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. Analytical AI analyzes large amounts of data and processes quickly, sometimes in real-time, and creates actionable insights from that data.

Contact Center 195

Contact Center Calibration Analytics Interactive Voice Response 195

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. Rocket Mortgage, America’s largest retail mortgage lender, revolutionizes homeownership with Rocket Logic – Synopsis, an AI tool built on AWS.

Analytics 106

Analytics First call resolution Banking Interactive Voice Response 106

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 328

B2C B2B Self service Sales 328

CCNG

SEPTEMBER 11, 2024

Ranging from the intricacies of AI-driven personalization to the influential real-time analytical capabilities shaping proactive decision-making, these trends not only redefine operational structures but also signify a monumental shift in how contact centers engage with customers, aiming to provide unparalleled experiences.

Contact Center 195

Contact Center Technology CCNG First call resolution 195

CCNG

DECEMBER 25, 2024

As an example, a large global travel client used analytics to improve self-service, reducing customer contact volume by as much as 30%. They can extract valuable insights from this data, aiding in decision-making and offering predictive analytics for clients.

Contact Center 195

Contact Center CCNG Business Process Outsourcing Chatbots 195

ShepHyken

MAY 21, 2019

Predictive analytics can inform you how much connectivity each individual customer wants. About : Nicolaj Siggelkow is a Professor of Management and Christian Terwiesch is a Professor of Operations and Information Management at the Wharton School, University of Pennsylvania.

Analytics 288

Analytics Feedback Technology Personalization 288

CCNG

APRIL 20, 2022

Numerous disparate systems generate perpetual flows of valuable data — the analytic raw material that can yield truth and intelligence about your people, performance, processes, culture and more. Once in place, establish a data management and analytics assessment program to identify data challenges and coordinate and prioritize projects.

Customer Experience 195

Customer Experience CCNG Gamification Analytics 195

CCNG

JULY 3, 2024

While modern businesses leverage advanced technologies and tools to create an impactful CX, the most meaningful aspect of customer experience management is in the ‘human touch.’ This is where CX analytics plays a vital role.

outsourcing 195

outsourcing Contact Center Airlines CCNG 195

ShepHyken

JULY 12, 2019

In fact, the applicability of AI and its subset, machine learning, is relevant across all facets of the business, including facility management. Adopting automation technology with machine learning and AI capabilities will improve how you manage your facilities at a high level. Keep Your Employees Focused on What Matters.

Customer Experience 289

Customer Experience Technology Enterprise Analytics 289

ShepHyken

JUNE 4, 2019

Marketers can use social media as a tool to manage customers’ impressions and define the company’s brand. About : Jamie Gilpin is the Chief Marketing Officer at Sprout Social , a leading provider of social media analytics, engagement, and advocacy solutions for business. She received her MBA from Northwestern University.

Advertising 300

Advertising Marketing Analytics Sales 300

CX Accelerator

JUNE 8, 2020

These could be strategic calls to key customers to ask them about their experience. ,, Murphy Fraser , Client Success Manager at Skillshare, also recommends investigating customer activity on your website as a means of “interviewing” them. Jeremy Watkin is a CX leader, contact center veteran, and Product Marketing Manager at 8X8.

Surveys 345

Surveys Contact Center Consulting Consulting 345

ShepHyken

MAY 27, 2022

This week, we feature an article by Sowmya Juttukonda, content developer & digital media specialist at Knowmax , a knowledge management system to enhance customer service. There needs to be a safe space for customer support employees to voice their concerns and share their challenges with the management.

Customer Support 330

Customer Support Employee engagement Call Center Scripts 330

AWS Machine Learning

NOVEMBER 15, 2024

Amazon Bedrock is a fully managed service that makes foundation models (FMs) from leading AI startups and Amazon available through an API, so you can choose from a wide range of FMs to find the model that is best suited for your use case. Let’s dive into how the Lighthouse architecture and features support users in generating insights.

Analytics 86

Analytics Engineering APIs Customer Care 86

Callminer

FEBRUARY 4, 2021

More effectively identifying and managing customer vulnerability isn’t just a benefit for consumers, companies that can successfully support vulnerable customers deliver better customer service and improve customer retention and loyalty. Now more than ever, organizations need to actively manage the Average-Speed-of-Answer (ASA) metric.

Call Center 345

Call Center Contact Center Finance Consulting 345

ShepHyken

OCTOBER 29, 2021

Managing a support team can be a major challenge, as well as time-consuming, and expensive. Using a call center software that’s backed by knowledge management adds to the advantage. To enhance the positive impact of such features, using a call center tool that’s based on knowledge management would be advisable. Analytics .

call center software 216

call center software Call Center Customer Support Scripts 216

Beyond Philosophy

MAY 12, 2021

However, beyond that, 82 percent of respondents said that the challenges of managing customer engagement in 2021 were growing. But 88 percent say managing growth was also a critical concern. By planning how to use the technology available and an empowered workforce and including analytics, leaders can address these concerns.

Chief Customer Officer 221

Chief Customer Officer Analytics Technology Surveys 221

The Northridge Group

MARCH 14, 2023

If healthcare managers and small-to-medium-sized business (SMB) healthcare practitioners can agree on anything, it’s that acquiring new patients is both costly and challenging. Utilizing automation tools allows health managers to stay connected with patients, forge lasting relationships, and increase retention rates.

Healthcare 145

Healthcare Technology Self service Analytics 145