ShepHyken

APRIL 30, 2021

He writes about using technology to meet the evolving needs of customers and preparing for future disruptions.?. Today, as organizations reel out of the effects of the pandemic, they are increasingly returning the focus on customer service to meet the evolving needs of their customers and also prepare for future disruptions.? .

Customer Service 371

Customer Service Chatbots Analytics Upselling 371

TMP Direct

JANUARY 5, 2025

Staying ahead of the competition requires leveraging analytics to gain deeper insights into customer behavior, preferences, and challenges. Analytics help track key metrics like response times, resolution rates, and wait times to ensure efficient interactions. Analytics also help streamline processes, ensuring smoother operations.

Analytics 52

Analytics Customer Experience Chatbots Upselling 52

AWS Machine Learning

APRIL 18, 2024

You’ve likely experienced the challenge of taking notes during a meeting while trying to pay attention to the conversation. Or maybe you have a team member that always joins meetings late, and expects you to send them a quick summary over chat to catch them up. Check out the following demo to see how it works.

APIs 134

APIs Accountability Analytics Entertainment 134

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. I have added my comments about each article and would like to hear what you think too.

Customer Service 183

Customer Service Best practices Customer Experience Analytics 183

Callminer

FEBRUARY 23, 2021

Throughout 2020, many new trends arose and call center solutions continued to evolve to meet fresh challenges in the space. Analytics are more important than ever. You need advanced analytics, offered in real-time, so you can quickly and easily make adjustments as needed.”

Call Center 376

Call Center Technology Banking Contact Center 376

ShepHyken

SEPTEMBER 7, 2023

Companies that are able to meet these expectations will be able to retain more customers and increase satisfaction, which can ultimately lead to more revenue growth. Customer health monitoring Train your team on the tools and analytics platforms you use to monitor customer health.

B2C 346

B2C Customer centricity Feedback Upselling 346

AWS Machine Learning

MAY 7, 2024

The prevalence of virtual business meetings in the corporate world, largely accelerated by the COVID-19 pandemic, is here to stay. Based on a survey conducted by American Express in 2023, 41% of business meetings are expected to take place in hybrid or virtual format by 2024.

Construction 131

Construction Engineering Enterprise Analytics 131

TeleDirect

DECEMBER 25, 2024

These centers handle a variety of interactions, including: Customer inquiries Technical support Complaint resolution Appointment scheduling Order processing Whether it’s answering questions at midnight or resolving an issue on a public holiday, 24/7 call centers provide uninterrupted service to meet customer needs.

Call Center 127

Call Center Customer Experience Technical Support First call resolution 127

C3Centricity

NOVEMBER 26, 2024

This approach involves embedding consumer insights into every part of a company, driving long-term success by anticipating and meeting consumer needs precisely. A recent study by McKinsey found that 87% of companies leveraging advanced customer analytics outperform their competitors in customer retention and engagement ( McKinsey ).

Banking 116

Banking Feedback Customer retention Marketing 116

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

TeleDirect

JANUARY 7, 2025

TeleDirects 24/7/365 secure call center service is designed to meet these challenges head-on, providing businesses with reliable, efficient, and secure communication solutions. Customizable Solutions TeleDirect offers flexible plans tailored to your specific business needs, allowing you to scale services as your business grows.

Call Center 125

Call Center Abandon rate Average Handle Time Healthcare 125

TechSee

NOVEMBER 27, 2024

Train employees to anticipate and meet customer needs proactively. Proactive Support   Predictive analytics can anticipate customer needs and potential issues, allowing business leaders to proactively offer solutions and prevent problems before they escalate. Remember to tailor your training to each employee’s unique role.

Customer Experience 124

Customer Experience Customer centricity Average Handle Time Telecommunications 124

ChurnZero

DECEMBER 19, 2024

With CSMs working from spreadsheets, account teams using five different systems, a lack of repeatable playbooks, and a reactive approach to customer health monitoring, it was time for leading healthcare compliance analytics platform Protenus to scale and operationalize its customer success function.

Surveys 52

Surveys Accountability Feedback Government 52

ShepHyken

NOVEMBER 6, 2023

Implementing customer feedback strategies can increase sales and profits as businesses make data-driven decisions to optimize operations and meet customer expectations. He is an entrepreneurial business strategist who has a deep understanding of data analytics and its application in various industries, especially customer service and CX.

Feedback 346

Feedback Healthcare Analytics Customer Service 346

PeopleMetrics

JANUARY 21, 2025

That single number provides a quick snapshot of how well youre meeting customer needs. As discussed in a previous blog post , AI-powered text analytics processes these responses at scale, identifying themes and sentiments that explain promoter or detractor behavior. Heres how: 1. Example: A SaaS company notices its NPS drop.

Metrics 118

Metrics Benchmark SaaS Analytics 118

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 serves as a value-added proposition for businesses.

outsourcing 195

outsourcing Contact Center Airlines CCNG 195

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. These meetings often involve exchanging information and discussing actions that one or more parties must take after the session.

Engineering 111

Engineering APIs Sales Enterprise 111

3CLogic

DECEMBER 17, 2024

With a generational shift where 52% of Gen Z and Millennials report they wouldnt purchase from an organization again if an issue cant be resolved by self-service, offering efficient, AI-powered self-service channels will be necessary to meet rising demands in 2025 and beyond.

Contact Center 98

Contact Center Self service Coaching Benchmark 98

AWS Machine Learning

NOVEMBER 15, 2024

Additional integrations with services like Amazon Data Firehose , AWS Glue , and Amazon Athena allowed for historical reporting, user activity analytics, and sentiment trends over time through Amazon QuickSight. There is a commitment to scale and accelerate development of generative AI technology to meet the growing needs of the enterprise.

Chatbots 115

Chatbots Engineering Enterprise Government 115

TeleDirect

JANUARY 7, 2025

If your current setup cant scale to meet these demands, a call center can provide the infrastructure and expertise you need. Advanced analytics and reporting to monitor performance and identify trends. Sign #4: Your Business is Growing Rapidly Growth is exciting, but it also comes with challenges.

Call Center 126

Call Center Wait times Abandon Call Multichannel 126

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. To learn more, visit Amazon Transcribe Call Analytics , Amazon Comprehend , and Amazon Bedrock. The following diagram illustrates the solution architecture.

Analytics 119

Analytics First call resolution Banking Interactive Voice Response 119

AWS Machine Learning

MARCH 19, 2025

Just as Amazon Bedrock offers a choice of models to meet diverse needs, Hippocratic AIs approach of combining over 20 specialized modelseach focused on specific safety aspectsdemonstrates how a thoughtfully designed ensemble can achieve both precision and scale.

Healthcare 142

Healthcare Enterprise APIs Transportation 142

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.

Government 97

Government Banking Accountability Engineering 97

CX Accelerator

JUNE 8, 2020

That’s why the ability to transcribe them and search keywords, phrases, and sentiment with ,, speech analytics can be so powerful. There are some added benefits to these meetings: Gain insight about industry trends. It’s a great way to meet and learn from other like-minded CX professionals and share your unique voice and perspective.

Surveys 345

Surveys Contact Center Consulting Consulting 345

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

Beyond Philosophy

JUNE 4, 2020

In other words, there are far brighter people than me using analytical tools. An example could be using Zoom for long-distance meetings. Then, he had a meeting with three people in Atlanta and later that day caught up with a friend who lived in Australia. These people are looking at things in precisely the same way.

Consulting 390

Consulting Consulting Advertising Analytics 390

Beyond Philosophy

MARCH 19, 2020

Determine how much you gain by fixing the problems and how much you could increase by providing a new service that meets unmet needs. If you don’t have the data analytical skills, then there is no better time than the present to get them. Moreover, if they aren’t sure, they should do the math. CX Teams Are Usually Part of Marketing.

Consulting 479

Consulting Consulting Marketing Customer centricity 479

Beyond Philosophy

MAY 8, 2021

The Verint Customer Engagement Cloud Platform draws on the latest advancements in AI and analytics, an open cloud architecture, and The Science of Customer Engagement to meet ever-increasing, ever-shifting consumer interactions and demands. People lie. I have done it. You have done it. Even your customers have done it.

Customer Experience 259

Customer Experience Consulting Consulting Enterprise 259

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. Service Customization Look for providers that offer tailored solutions to meet specific business needs. Q5: How does AI improve call center efficiency?

Call Center 79

Call Center Customer Support outsourcing Technical Support 79

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 Interactive Voice Response Analytics 195

AWS Machine Learning

OCTOBER 24, 2024

With QuickSight, all users can meet varying analytic needs from the same source of truth through modern interactive dashboards, paginated reports, embedded analytics, and natural language queries. His interests are in all things data and analytics.

Banking 112

Banking Analytics Engineering Accountability 112

PeopleMetrics

FEBRUARY 25, 2025

Measuring the Prospect Experience: The AI Enhancement Our pioneering work in measuring prospect experience through post-meeting surveys remains vital, but AI has added new layers of insight. What Hasn't Changed (And Shouldn't) Despite AI's transformative impact, some fundamentals from our original research remain critical.

B2B 62

B2B B2C Sales Construction 62

ShepHyken

SEPTEMBER 18, 2023

Whether it’s email, phone calls, or social media, consistent and efficient interaction is essential to meet customer expectations. Get one month of their email analytics and performance optimization software for free. Timetoreply has a special offer for Amazing Business Radio listeners!

B2B 198

B2B Analytics Customer Experience Management 198