Mindtouch

SEPTEMBER 4, 2020

In response to valuable feedback from our own customers, we’ve introduced a rich suite of customer experience analytics into our platform, analytics that capture customer experience data points from across your product documentation and self-service support knowledge. What is MindTouch Customer Experience Analytics?

Analytics 101

Analytics Customer Experience Self service Metrics 101

Peter Lavers

OCTOBER 19, 2017

Apparently, you’ve got to be a Data Scientist now before you’re allowed near an analytics tool! Data has got ‘bigger’, channels have proliferated and analytics tools are more sophisticated, but the fundamentals of segmentation haven’t changed much since its inception and nurture in the second half of the last century. Well, yes, it is.

Analytics 173

Analytics CRM Big data Marketing 173

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. At the heart of this transformation is the recognition that clients value their time, but also benefit from hyper-personalized support in ultra complex moments.

Analytics 116

Analytics First call resolution Banking Interactive Voice Response 116

Callminer

MAY 27, 2020

More modern contact centers effectively do the same while incorporating a few key differences to better harness emerging options in communication and analytics. Contact Centers Incorporate Advanced Analytics. Call centers came first, focusing employees on handling large streams of customer calls at once. that can be automated.

Contact Center 207

Contact Center Call Center Interactive Voice Response Self service 207

ConvergeOne

JANUARY 27, 2022

A comprehensive agent user interface, designed to live within / integrate with a company’s CRM screen, presents the breadth of existing (and new) channels, applications, and systems on a single screen– making it easier for your agents to navigate all the different types of information they work with daily.

Personalization 105

Personalization B2B Self service Contact Center 105

TechSee

JUNE 23, 2020

Leading enterprises are all actively engaged in the race to build smarter virtual assistants that can respond to more complex customer queries, creating personalization at scale, and putting the AI in multiexperience. In other words, a company’s virtual assistant needs to be present across all channels. Voice recognition.

Self service 207

Self service Chatbots Enterprise Contact Center 207

CCNG

APRIL 20, 2022

This King of Rock' n Roll quote may be the purest basis for considering any personal or business challenge. 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.

Customer Experience 195

Customer Experience CCNG Gamification Analytics 195

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. Present your product roadmap and get valuable customer input. Make no mistake. Listening to call recordings is time-consuming work. Pick up the phone and call a customer. Learn about your competitors.

Surveys 345

Surveys Contact Center Consulting Consulting 345

Beyond Philosophy

SEPTEMBER 14, 2023

These programs enhance a person’s work rather than replace them. Predictive Analytics: As the name implies, these can tell you what will happen based on what has already happened. Personalized Customer Journeys: Kihlstrom says this AI doubles down on all the above categories. Kihlstrom is more optimistic.

Self service 221

Self service Analytics Personalization Consulting 221

Beyond Philosophy

JUNE 4, 2020

In other words, there are far brighter people than me using analytical tools. Sutherland says that what used to kill video conferencing was that the least technological person determined the video conference’s quality. Sutherland describes a day where he presented to 40 people in Romania via Zoom.

Consulting 390

Consulting Consulting Advertising Analytics 390

AWS Machine Learning

JANUARY 13, 2023

In the second post , we present the use cases and dataset to show its effectiveness in analyzing real-world healthcare datasets, such as the eICU data , which comprises a multi-center critical care database collected from over 200 hospitals. Therefore, it brings analytics to data, rather than moving data to analytics.

Analytics 102

Analytics Healthcare Engineering Government 102

CCNG

MARCH 1, 2022

This is when you showcase that team member to a person up the corporate ladder from you, a colleague, a different department head, or a group of people. Plan ahead so this person understands what is going to happen. Work on the project together, and give them specific acknowledgment as you both are presenting.

CCNG 195

CCNG Engineering Consulting Consulting 195

Callminer

JULY 30, 2020

Speech analytics solutions like CallMiner Eureka help to improve the customer experience by consolidating intelligence from not only what was said, but how it was said, along with intent and emotional intelligence to provide actionable insights quickly. Try not to take the demonstration of anger personally. Accept the anger.

Call Center 265

Call Center Customer Service Scripts Coaching 265

Fonolo

JANUARY 12, 2023

Most managers also rely on an analytics package (or several, depending on how integrated your software is) to monitor KPIs. More personalization and better customer experience . Access to next-level analytics . AI is Personalizing the Customer Experience . Today’s customers expect personalization.

Contact Center 138

Contact Center Interactive Voice Response First call resolution Contact center software 138

Callminer

JUNE 12, 2018

Customer Contact Week (CCW), June 18-22, 2018, is shaping up to be bigger and better than ever before and CallMiner is excited to be a part of multiple activities during the event including hosting a Master Class Workshop, a Meet the Customer event, and Demo Theater Presentations, as well as the always popular CallMiner Moscow Mule Reception!

Multichannel 140

Multichannel Contact Center Analytics Cloud contact 140

Callminer

JUNE 12, 2018

Contact Center Week (CCW), June 18-22, 2018, is shaping up to be bigger and better than ever before and CallMiner is excited to be a part of multiple activities during the event including hosting a Master Class Workshop, a Meet the Customer event, and Demo Theater Presentations, as well as the always popular CallMiner Moscow Mule Reception!

Contact Center 140

Contact Center Multichannel Analytics Cloud contact 140

Vistio

OCTOBER 15, 2024

As the workplace becomes more data-driven, advanced analytics is emerging as a key tool in understanding and improving agent retention. In this blog post, we’ll explore how companies can leverage analytics to not only reduce agent attrition but also foster a more engaged, successful workforce. This is where data comes in.

Analytics 52

Analytics Coaching Morale Metrics 52

Fonolo

NOVEMBER 23, 2021

After all, workplace training has a reputation for being dull with endless PowerPoint presentations and the occasional role-playing exercise. Ask yourself: Is the information presented in a way that will appeal to our agents? Continue the games onto the sales floor, virtual or in-person, with these engaging call center games.

Call Center 148

Call Center Abandon rate Gamification Education 148

CCNG

MAY 27, 2021

They have experience across many centers and industries and can either present quick solutions or listen to your ideas and provide feedback on what you might expect. A consultant can be a sounding board for ideas. Identify Gaps or problems – Find the Problem Consultants conduct full 360 reviews of your contact center.

Consulting 195

Consulting Consulting Contact Center Gamification 195

Callminer

NOVEMBER 6, 2019

Differentiate between presentation and exploratory graphics. “Presentation graphics are like proofs of mathematical theorems; they may give no hint as to how a result was reached, but they should offer convincing support for its conclusion. How you want to present and communicate your insights to others. ” – C.

Big data 140

Big data Analytics Metrics Sales 140

Callminer

FEBRUARY 10, 2020

If you are interested in learning about improving performance among your agents and bolstering agent retention within your organization through interaction analytics, take a look at our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition. Room Capacity. Emergency Exits and Protocol. Electronic Devices.

Call Center 182

Call Center Coaching Morale Analytics 182

Callminer

MAY 27, 2020

To learn how AI can assist you in retaining top talent within your organization, download our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition. The module can be a mix of a graphic overview of the new business strategy, video-presentations of new employees, and a brush-up GDPR course.

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

Call Center Weekly

JANUARY 5, 2018

The development of Learning Management Systems (LMS) and associated Knowledge Management System (KMS) provide employers an opportunity to present information to staff that is consistent, easily digestible, and convenient. Cyndi Chadwik is creative and analytical.

Management 0

Management Analytics Feedback Personalization 0

TechSee

SEPTEMBER 24, 2019

While these connections can deepen the customer experience through provide opportunities for building relationships, they also present risks. Data analytics: 53% of executives are not yet treating data as a business asset and 52% admit that they are not competing on data and analytics. Consistency throughout the journey.

Customer Experience 150

Customer Experience Self service Banking Analytics 150

Call Center Weekly

APRIL 9, 2018

I personally don't know of another way to think. But, before we plan for the future, we must live in the present and deal with the problems of today. As a pragmatist, Chris has an analytical, result oriented approach to business. This is not shortsighted.

Best practices 143

Best practices Consulting Consulting Feedback 143

NobelBiz

OCTOBER 22, 2024

Fortunately, contact centers can make full use of analytics and smart routing capabilities to maximize inbound call capabilities. Leverage Analytics to Track, Adapt, and Succeed The analytics coming from call centers present the necessary data that enables firms to interpret their performance and customer behavior.

Analytics 52

Analytics Interactive Voice Response Contact Center First call resolution 52

Call Center Weekly

JANUARY 29, 2018

By Diana Aviles The core part of Speech Analytics that sometimes gets lost amongst the high powered metadata and reporting functionalities are the audio insights themselves. There are other related topics relevant to deep dives such as presenting and “data cleansing” which may be subject for discussion in later articles.

Analytics 136

Analytics First call resolution Accountability outsourcing 136

TechSee

DECEMBER 11, 2024

Each of these predictions is based on an analysis of the leading service trends in 2024 presented at conferences, as well as those most discussed by influencers, reporters and analysts. Looking ahead, 2025 presents exciting opportunities to refine and expand these innovations. Outcome : Accurate for early adopters.

Self service 109

Self service Enterprise Finance Healthcare 109

ProProfs Blog

NOVEMBER 15, 2021

Detailed Reports And Analytics: Typeforms attempts to bridge the gap between what you’re doing and what could be done via detailed reports. Select a template, personalize with your brand colors, themes, logos and you are a few clicks away from achieving your business goals. Advanced reporting and analytics.

Surveys 148

Surveys Analytics Enterprise Feedback 148

Beyond Philosophy

OCTOBER 14, 2021

However, when we present these results, somebody else who is present will question the validity of the results. Some of us are experts in analytics; others are big-picture thinkers. So, when someone had an idea, and another person disagreed, the disagreeing party would say, “I’d like to challenge that.”

Advertising 195

Advertising Consulting Consulting Coaching 195

TechSee

AUGUST 7, 2024

Today, CXA encompasses various technologies such as AI, machine learning, and big data analytics to provide personalized and efficient customer experiences. Personalization: Using AI and machine learning, CXA systems can analyze customer data to provide personalized experiences.

Customer Experience 124

Customer Experience Customer Service Interactive Voice Response Chatbots 124

AWS Machine Learning

JANUARY 13, 2023

In this second part, we present a proof-of-concept healthcare and life sciences use case from a real-world dataset eICU. Please review the presentation at re:MARS 2022 focused on “ Managed Federated Learning on AWS: A case study for healthcare ” for a detailed walkthrough of this solution. Reference. [1] 1] Pollard, Tom J.,

Analytics 99

Analytics Healthcare Scripts Accountability 99

Callminer

AUGUST 6, 2019

Call Center Monitoring: All call analytics which can be tracked and measured are in call center monitoring software. The most sophisticated solutions offer multi-channel text and speech analytics. Call Analytics: Essentially, speech analytics tools track metrics to enable reps and managers to evaluate the success of call campaigns.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Virtual Live Labs

FEBRUARY 6, 2022

This is when you showcase that team member to a person up the corporate ladder from you, a colleague, a different department head, or a group of people. Plan ahead so this person understands what is going to happen. Work on the project together, and give them specific acknowledgment as you both are presenting.

Engineering 130

Engineering Analytics Personalization Management 130

Beyond Philosophy

OCTOBER 21, 2021

We know from industry research and personal experience that despite all the attention on it, Customer Experience is either stagnating or not getting the results CEO’s desire. Instead, Mead says it shows how to journey map, incorporate analytics, and voice-of-customer insight into your organization. However, it is only the beginning.

Chief Customer Officer 195

Chief Customer Officer Contact Center CRM Call Center 195

ROI CX Solutions

OCTOBER 7, 2024

12-Minute Read Table of contents What is speech analytics in call centers? What can speech analytics do for a call center? Contact center use cases for speech analytics tools Features of a speech and text analytics service for call centers Implementing speech analytics in a call center What is the future of speech analytics?

Call Center 52

Call Center Analytics Contact Center Coaching 52

SharpenCX

NOVEMBER 23, 2021

The Secret to Unlocking Service Excellence Is Data : From this Contact Center Pipeline post, learn how to use the data in your call center to deliver a personalized customer experience and become an example of quality service. Then, you can deliver a vision of personalized care for each customer.

Customer Service 128

Customer Service Morale Contact Center Call Center 128