Callminer

FEBRUARY 24, 2020

A robust speech analytics solution can help call center managers monitor agent performance and take action to implement additional training and development to support excellent agent performance. Clearly establish your agents’ performance objectives right from the start to ensure they are empowered to grow into their roles.

Best practices 207

Best practices Call Center voip Morale 207

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.

Call Center 182

Call Center Coaching Morale Analytics 182

DMG Consulting

MAY 5, 2020

During the past few months, we’ve published a series of newsletter blogs, columns and white papers to help executives and contact center leaders manage through the coronavirus pandemic. Interaction analytics and CJA address all of these needs. . Using IA and CJA to Improve CX. However, companies need to go much deeper.

Enterprise 96

Enterprise Analytics Consulting Consulting 96

Cisco - Contact Center

FEBRUARY 21, 2020

AI is “super-augmenting” resources in delivering tangible personal and business value. To learn more about how to create a customer-centric organization read our white paper . Introducing Webex Experience Management: AI-Powered Journey Analytics Transform Customer and Agent Experiences. Learn More.

Customer Experience 106

Customer Experience Customer centricity contact center solutions Contact Center 106

NICE inContact

JULY 26, 2019

From robotic procession automation to machine learning and intelligent analytics, AI’s impact on profits is clear — even with a measured, practical approach. Personalized recommendations lead to upselling and cross-selling. Customer desire for personalization isn’t new. Download the white paper today.

Contact Center 55

Contact Center Chatbots Upselling Analytics 55

VocalCom

JUNE 24, 2020

With the development of machine learning, organizations can deploy innovative, personality-based routing: smart pairing technologies allow, based on dynamic behavioral patterns, to match the best agent with each customer to increase the number of positive contacts and enhance satisfaction levels. Proactive experience hubs.

Customer Experience 62

Customer Experience Multichannel Contact Center Chatbots 62

InGenius

JULY 27, 2017

We're pleased to share a new white paper written by McGee-Smith Analytics that tackles the subject of digital transformation for the contact center industry. The white paper highlights: The road to digital transformation in a contact center. Personalization as the key to a successful customer journey.

Contact Center 48

Contact Center Education Self service CRM 48

Talkdesk

DECEMBER 1, 2020

Personalization: How an organization tailors a customer’s experience based on the customer’s profile and objective. Reporting & Analytics: How an organization analyzes real-time and historical data to drive decisions and generate better business outcomes.

Contact Center 104

Contact Center Benchmark Enterprise Customer centricity 104

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. And always check back – life moves fast and personal priorities shift. Leverage personality assessments for better team-building.

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

Natalie Petouhof

AUGUST 15, 2022

Ideally, listening uses advanced analytics and artificial intelligence (AI) to uncover issues and opportunities. And it allows agents to build rapport and increase personalization. And they expect a “personalized service that feels unique to my needs.” All of these support the Systems of Understanding and Predicting.

Customer Experience 52

Customer Experience Analytics Surveys Big data 52

Beyond Philosophy

DECEMBER 5, 2017

These “employee ambassadors” have three key behavioral traits: • Commitment to the company – Commitment to, and being positive about, the company (through personal satisfaction, fulfillment, and an expression of pride), and to being a contributing, loyal, and fully aligned, member of the culture.

Employee engagement 170

Employee engagement Consulting Consulting Enterprise 170

Fonolo

JUNE 7, 2018

It’s interesting that three of the five deals below are related to “analytics” or “intelligence” of customer behavior. In February, it acquired Altocloud which provides a cloud-based customer journey analytics package. As I mentioned in the intro, the analytics piece is becoming a crucial battleground in this space.

Call Center 79

Call Center Analytics APIs SaaS 79

Callminer

SEPTEMBER 14, 2020

For instance, to improve key call center metrics such as first call resolution , business analysts may recommend implementing speech analytics solutions to improve agent performance management. Then key metrics of each agent can be analyzed to understand their personal shortcomings and specific training can be given to them.

Call Center 182

Call Center Analytics First call resolution Metrics 182

Kayako

MAY 13, 2022

Companies benefit because customer service agents can focus on customers with more personalized or complicated issues. White papers. The advantage of requiring registration is you can track customer behavior and track search and usage analytics of individual users. Other content sources include: FAQ sections. Blog posts.

Self service 110

Self service Accountability Airlines Customer Care 110

Callminer

FEBRUARY 4, 2021

Download our white paper, The Vulnerability Blueprint: How to Identify, Support and Retain Vulnerable Customers , to learn more about how your organization can identify and support vulnerable customers. Signs that the person feels distressed or flustered. Look for: Unfocused questions or points not related to the issue.

Call Center 345

Call Center Contact Center Finance Consulting 345

ConvergeOne

JANUARY 28, 2021

Before you accepted terms online, those terms were on paper and you needed to sign them to signify that you understood what your personal information was being used for. Perhaps a third party required them to provide business analytics to said company or others in the same industry. How about 15 years ago. Research purposes?

Government 109

Government Healthcare Accountability Personalization 109

CSM Magazine

JUNE 7, 2023

To make this easier, don’t hesitate to leverage customer data and analytics, as this will help you get valuable insights into your audience so that you can understand who they are and what they value. It can be a good idea to tailor your communication and offers to individual customer preferences and needs.

Feedback 52

Feedback Customer centricity Best practices Personalization 52

Vonage

MARCH 26, 2018

At NewVoiceMedia, we believe that competing in today’s CX-driven economy requires businesses to understand the link between emotion and customer loyalty, and provide more personalized and emotive customer interactions. Research has shown that these attributes are playing an increasingly bigger role in how customers evaluate their experience.

Customer Service 91

Customer Service Contact Center Customer centricity Coaching 91

Noble Systems

JANUARY 30, 2019

After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying. Through competition, feedback and reward, agents gain a sense of personal achievement and learn the soft skills needed to provide a more human and positive experience with customers.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

Callminer

MAY 11, 2020

Leveraging interaction analytics software not only provides insights into your employees’ performance, but it also offer clues about employee satisfaction, enabling managers to take proactive action before a dissatisfied or disgruntled employee becomes a more serious concern. She graduated from Stanford University and Harvard Business School.

Management 273

Management Customer Experience Customer Service Coaching 273

NobelBiz

FEBRUARY 13, 2024

By equipping agents with the right information at the right time, it fosters a more informed and personalized customer interaction, setting new standards for efficiency and effectiveness in the contact center industry. This integration is crucial for delivering a customer-centric experience.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

Fonolo

JUNE 28, 2018

Be it the endless menus, the hunting and pecking for options on the keypad, and worst of all, the failure of the system to understand your request, is enough to drive even the calmest person crazy. An upgraded IVR will provide visibility and analytics so you can see where your containment is suffering. Agent Fatigue and Low Morale.

Interactive Voice Response 52

Interactive Voice Response Call Center Morale Analytics 52

Noble Systems

JANUARY 30, 2019

After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying. Through competition, feedback and reward, agents gain a sense of personal achievement and learn the soft skills needed to provide a more human and positive experience with customers.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

Callminer

APRIL 21, 2020

Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. Customer service is about finding a balance between efficiency and personalization…”.

Call Center 182

Call Center Management Scripts Coaching 182

CSM Magazine

JANUARY 12, 2021

Don’t try to replace your people – after all, despite the benefits Natural Language Processing that AI tools offer, many customers still crave the personal service provided by another human being. For more ideas and inspiration, download our latest white paper entitled “The CX Leader’s Ultimate Guide to Successful AI Projects”.

Enterprise 52

Enterprise Automotive Average Handle Time Transportation 52

HireIQ

JULY 12, 2016

This customary mix of technologies included workforce management, quality monitoring, agent performance analytics and some level of e-learning. This will include well integrated hiring and agent engagement tools as well as highly personalized coaching plans. click here for our white paper. The post The Dawn of WFO 2.0

Coaching 40

Coaching Analytics Employee engagement Contact Center 40

ConvergeOne

JANUARY 28, 2021

Before you accepted terms online, those terms were on paper and you needed to sign them to signify that you understood what your personal information was being used for. Perhaps a third party required them to provide business analytics to said company or others in the same industry. How about 15 years ago. Research purposes?

Government 40

Government Healthcare Accountability Personalization 40

Calabrio

APRIL 27, 2017

Self-described “people persons” who speak in a clear voice or have experience in customer service roles are ideal, but what you really want are those who see your call center as a career opportunity, not just a job. Download this white paper to learn more about changing workforce challenges in the contact center.

Contact Center 65

Contact Center Call Center Self service Technology 65

Fonolo

JANUARY 14, 2020

On his personal blog — named after his book ‘ Win the Customer: 70 Simple Rules for Sensational Service’ — he explores his passion for technology, customer relations, and customer loyalty. They also cover real-life examples of how their customers use th e software and analytics to improve their business results.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Callminer

MARCH 2, 2020

Demographics grant extra insight into the needs of your company’s customers, telling you a bit about their personal, cultural and geographical history. To learn about how speech analytics can help boost customer satisfaction, download our white paper, Reduce Churn and Increase Customer Satisfaction with Speech Analytics.

First call resolution 291

First call resolution Analytics Metrics Call Center 291

Uniphore

DECEMBER 17, 2021

Conversational AI and Automation Optimize Experiences and Reduce Costs Optimizing the member experience starts by understanding and optimizing every conversation before, during, and after an agent/consumer interaction — from self-service to agent assistance to after-call follow-up and post-interaction analytics. Post-interaction analytics.

Healthcare 52

Healthcare Contact Center Self service Wait times 52

Xaqt

FEBRUARY 6, 2020

The topics de jour were web services, service orientated architectures (SOA), Computer Telephony Integration (CTI), SIP was coming of age, and analytics for the sake of analytics. Back then, Artificial Intelligence, APIs, Robotic Process Automation (RPA), and even "Big Data" weren't things yet. This is where Xaqt got started.

Contact Center 52

Contact Center Enterprise Call Center APIs 52

Callminer

APRIL 23, 2019

By removing all sensitive data without sacrificing the context of conversations, companies can get the full benefits of customer engagement and speech analytics solutions to boost customer service and agent performance while simultaneously maintaining compliance.

Best practices 159

Best practices Call Center Banking Contact Center 159

Uniphore

NOVEMBER 11, 2021

In this playbook, we unlock how AI-powered customer service solutions are working to: Enhancing the Conversation and the Experience Conversational AI optimizes every conversation by helping agents be more productive and empathetic while personalizing the experience for customers.

Banking 52

Banking Finance Contact Center Wait times 52

Calabrio

APRIL 27, 2017

Self-described “people persons” who speak in a clear voice or have experience in customer service roles are ideal, but what you really want are those who see your call center as a career opportunity, not just a job. Download this white paper to learn more about changing workforce challenges in the contact center.

Contact Center 40

Contact Center Call Center Self service Technology 40

Calabrio

APRIL 27, 2017

Self-described “people persons” who speak in a clear voice or have experience in customer service roles are ideal, but what you really want are those who see your call center as a career opportunity, not just a job. Download this white paper to learn more about changing workforce challenges in the contact center.

Contact Center 40

Contact Center Call Center Self service Technology 40

Callminer

FEBRUARY 23, 2021

To learn more about how call centers can adapt to new challenges in the era of COVID-19, download our white paper: Contact Center Practices and Guidelines for Managing Through COVID-19. Analytics are more important than ever. Omnichannel analytics will be used to unify and improve CX. Technological Trends.

Call Center 376

Call Center Technology Banking Contact Center 376