ShepHyken

MAY 7, 2021

He shares how brands can make their customers’ digital experiences more personalized. Are you looking to make your digital customer experience more personalized? Why personalized CX matters in the 21st century. Personalization is central to engaging and converting customers in the current marketing landscape.

Personalization 180

Personalization Customer Experience Chatbots Metrics 180

ShepHyken

APRIL 30, 2021

Modern customers want real-time interactions that are personalized and consistent. Live chat will remain an important customer support tool and expand its reach to social media, enabling real-time connections with customers on their preferred hangouts. Customer Service Trends For 2021 .

Customer Service 382

Customer Service Chatbots Analytics Upselling 382

ShepHyken

JULY 14, 2023

They can help you execute your email campaign faster, but you can’t send them without personalizing them. If you’re having problems personalizing email templates that generate results, you’ve come to the right place. You must also create personalized subject lines and greetings in your emails.

Personalization 156

Personalization Best practices CRM Marketing 156

ShepHyken

SEPTEMBER 7, 2023

Customer health monitoring Train your team on the tools and analytics platforms you use to monitor customer health. Assess how they’re going to harness analytics to make the right decisions. Encourage shadowing experienced account managers who can disseminate their best tips and tricks. Don’t get locked into unfavorable terms!

B2C 356

B2C Customer centricity Feedback Upselling 356

ShepHyken

SEPTEMBER 28, 2018

Collaboration and Communication Tools. There are several HR technology tools that lend a hand in this arena, giving employers a way to keep employees engaged via communication with peers and management from anywhere, anytime. Learning and Personal Development Software. Enhanced Scheduling and Work-Life Balance Tools.

Employee engagement 275

Employee engagement Education Analytics Technology 275

Fonolo

MAY 23, 2023

But did you know that hyper-personalization in the contact center is one of the best ways to delight your customers? Deloitte reports that 90% of people are attracted to hyper-personalized advertising content, and customers are quickly coming to expect it. What is Hyper-Personalization in a Contact Center?

Contact Center 106

Contact Center Personalization Analytics Chatbots 106

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

Callminer

MARCH 2, 2020

With the top concerns your agents are likely to encounter clearly defined, you can provide stronger training in these areas and tailor tools to match the demand for more specific solutions. 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

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. This article delves into the essential aspects of call center optimization, including the tools and best practices that can drive performance improvements.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

ShepHyken

OCTOBER 21, 2016

This week on our Friends on Friday guest blog post my colleague, Merrick Rosenberg, explains how important it is for salespeople to incorporate personality style into the selling process. I have always been fascinated by personality styles and feel they can be a helpful tool for building strong customer relationships.

Sales 312

Sales Personalization Analytics 312

AWS Machine Learning

NOVEMBER 15, 2023

Principal is conducting enterprise-scale near-real-time analytics to deliver a seamless and hyper-personalized omnichannel customer experience on their mission to make financial security accessible for all. The CCI Post-Call Analytics (PCA) solution is part of CCI solutions suite and fit many of the identified requirements.

Analytics 119

Analytics Interactive Voice Response Average Handle Time Contact Center 119

ShepHyken

NOVEMBER 29, 2019

CRM tools are increasingly incorporating social media into their customer support modules. The mobile app experience seamlessly integrates with pioneering technologies like artificial intelligence, augmented and virtual reality and big data analytics to offer engaging experiences. This effect is more pronounced than ever.

Technology 272

Technology Customer Experience Complaint resolution Gamification 272

Steve DiGioia

MAY 17, 2021

A pproach customers with a personalized warm welcome. is a great tool that is used by companies such as Yum! Turning your body away from another person while you talk to him or her can lessen your degree of contact with that person. We’ve all been there; sometimes a person just needs to vent. I would be too.”

Customer Service 341

Customer Service Personalization Sales Technical Support 341

TechSee

JUNE 10, 2021

Of course, in-person contact puts employees and customers at risk. Far more than simply being a tool to help your staff see what the customers see, Visual Assistance can guide the customer across many touchpoints, from onboarding, unboxing, setup, and troubleshooting to operational guidance, maintenance, and repair.

Self service 207

Self service Analytics Transportation Healthcare 207

ShepHyken

DECEMBER 10, 2019

> Top Takeaways: Artificial intelligence (AI) is a powerful tool. AI is great for handling simple tasks, but customers crave empathy when dealing with their most personal problems. They discuss the need for more awareness and empathy among customer service agents and how AI and technology can provide that. >

Coaching 263

Coaching Contact Center Analytics Technology 263

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. This is where CX analytics plays a vital role.

outsourcing 195

outsourcing Contact Center Airlines CCNG 195

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

AWS Machine Learning

OCTOBER 6, 2023

The personalization of LLM applications can be achieved by incorporating up-to-date user information, which typically involves integrating several components. One such component is a feature store, a tool that stores, shares, and manages features for machine learning (ML) models.

Personalization 117

Personalization Engineering Construction Transportation 117

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

AWS Machine Learning

SEPTEMBER 23, 2024

Rocket Mortgage, America’s largest retail mortgage lender, revolutionizes homeownership with Rocket Logic – Synopsis, an AI tool built on AWS. This innovation has transformed client interactions and operational efficiency through the use of Amazon Transcribe Call Analytics , Amazon Comprehend , and Amazon Bedrock.

Analytics 106

Analytics First call resolution Banking Interactive Voice Response 106

AWS Machine Learning

JULY 15, 2024

In this post we show you how Mixbook used generative artificial intelligence (AI) capabilities in AWS to personalize their photo book experiences—a step towards their mission. Instead, it provides a creative partner to enable the user’s own storytelling to imbue a book with personal flourishes.

Personalization 107

Personalization Engineering Benchmark Analytics 107

CCNG

DECEMBER 6, 2020

Next in line, there was a 5-way tie for the following capabilities: Omni Channel, Speech Analytics (word or sentiment recognition), Proactive Notifications, Chat Bots, and Intelligent routing to match best agent for each call. Finally, we asked about what people are planning to add in the near future.

Omni-channel support 195

Omni-channel support Contact Center Technology voip 195

Callminer

FEBRUARY 5, 2020

Although the immediate concerns of agents in need of assistance and other urgent needs are readily apparent from a manager’s perspective, raw data on customer satisfaction, speed, and more can only be captured through targeted analytics. In Person Interviews. Data-Driven Optimization. Automation.

Best practices 251

Best practices Call Center Metrics Surveys 251

Win the Customer

DECEMBER 23, 2024

Hyper-Personalization at Scale: Trend: AI-powered tools are enabling hyper-personalization of customer interactions at an unprecedented scale. Implement personalized recommendations, proactive support, and tailored communication strategies across all customer touchpoints.

Personalization 59

Personalization Customer Service Telecommunications Chatbots 59

ShepHyken

OCTOBER 29, 2021

If you wish to impress your customers or live up to their expectations, you need a call center tool that enables effective work. As a result, many establishments are utilizing call center tools that are based on KM these days. It is extremely viable for customers to reach the right person in charge to guide them through.

call center software 216

call center software Call Center Customer Support Scripts 216

PeopleMetrics

JANUARY 20, 2025

When I wrote Listen or Die , text analytics was already emerging as the backbone of Voice of the Customer (VoC) programs. Fast forward to 2025, and weve entered a new era of text analytics. Machine learning tools required technical expertise, often confined to teams with programming knowledge.

Analytics 62

Analytics Airlines Feedback Surveys 62

CCNG

AUGUST 28, 2024

By rapidly embracing digital tools like AI, Analytics, and Automation, contact centers are completely changing how they function and deliver customer experience. This helps them personalize customer interactions and make informed strategic decisions. billion by 2030, growing at a whopping CAGR of 22.7% from 2022 to 2030.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195

AWS Machine Learning

OCTOBER 2, 2024

Personalization can improve the user experience of shopping, entertainment, and news sites by using our past behavior to recommend the products and content that best match our interests. You can also apply personalization to conversational interactions with an AI-powered assistant. This is where personalization comes in.

Personalization 102

Personalization APIs Enterprise Entertainment 102

Fonolo

JANUARY 12, 2023

Tools like interactive voice response (IVR) and smart call routing are tried and true ways to save time and money – and offer better service. 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 .

Contact Center 138

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

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

Callminer

OCTOBER 11, 2018

Fortunately, there are valuable tools that can help you gain deeper insights, such as speech analytics , to better leverage your data and boost call center performance. Nate is the Marketing and IT Manager for Maple Holistics , a company that provides all-natural and cruelty-free personal care products.

Call Center 561

Call Center Metrics Contact Center Wait times 561

CCNG

SEPTEMBER 25, 2024

The best thing about AI is that it helps us do things faster and better, but it can’t replace the unique feeling of connecting with another person in customer service. These bots offer a more human-like experience, with the ability to personalize and engage on a deeper level. #2. Ultimately.

Chatbots 195

Chatbots Technical Support Scripts Interactive Voice Response 195

Beyond Philosophy

MAY 12, 2021

Porte says when Verint asks business leaders to select all of the things they were concerned about personally regarding their jobs, Verint learned these individuals were exhausted, stretched thin, and stressed out. Data analysts want all the analytics across the journey, and beyond, so they need all the organizations’ data.

Chief Customer Officer 221

Chief Customer Officer Analytics Technology Surveys 221

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. Furthermore, some tools allow you to deeper listen on social media. Make no mistake. Listening to call recordings is time-consuming work. Pick up the phone and call a customer.

Surveys 345

Surveys Contact Center Consulting Consulting 345

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