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

APRIL 20, 2018

As your customers demand to address less complex issues with self-service , for example, you should adopt self-service analytics using business intelligence to analyze self-service interactions via interactive voice response (IVR), self-service websites, and chatbots.

Best practices 186

Best practices Contact Center Customer Experience Interactive Voice Response 186

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

Callminer

NOVEMBER 18, 2020

If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance. You wouldn’t talk with your mouth full in person, so there’s no excuse to do so over the phone. Examples include call recording, speech analytics and real-time monitoring.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

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

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

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

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

Kayako

OCTOBER 6, 2015

Use Google Analytics to find your best-performing content. Next, Content Analytics by SumoMe will tell you exactly which posts readers liked as well as the place where they stopped reading. White papers. White papers are similar to ebooks, but they are generally shorter and focused more narrowly targeted.

Marketing 96

Marketing Education Best practices Analytics 96

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

Uniphore

JANUARY 21, 2022

AI-powered analytics optimize patient and member services. Organizations need to assess their current barriers to consumer satisfaction and deploy analytics and patient-centric technologies to improve the convenience, speed and transparency of care. Artificial intelligence humanizes and personalizes healthcare CX.

Healthcare 59

Healthcare Analytics Personalization Biotechnology 59

Callminer

SEPTEMBER 23, 2020

Speech analytics tools like CallMiner Eureka , for instance, allows call center managers to monitor outbound calls for language patterns, indicators of customer sentiment, and other factors that provide insight into performance. Leverage speech analytics software for ongoing training and coaching.

Best practices 182

Best practices Call Center Outbound sales Telemarketing 182

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

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 Contact Center Consulting 96

Uniphore

JANUARY 4, 2022

White Papers. Speech Analytics. The only platform that drives demonstrable and sustainable business value by automating, personalizing, and optimizing every conversation. Analyze Analytics and insights from 100% of interactions across all channels. U-Self Serve. Case Studies. Infographics. Conversational AI.

Enterprise 126

Enterprise Customer retention Engineering Contact Center 126

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

JivoChat

JUNE 26, 2022

You will understand how to use the power of words to get more leads, techniques for writing white papers, and how to write effective press releases. White papers. Google Analytics. Copywriting White Papers. Main topics: What is a white paper. How to structure your white paper.

B2C 75

B2C B2B Sales Best practices 75

ConvergeOne

JUNE 21, 2022

WEM solutions incorporate combinations of call recording, quality assurance, workforce management, speech analytics, e-learning and analytics. Step 2: Ensuring Personalized Experiences with Quality Assurance and Coaching. Download the full white paper below. Can’t wait?

Management 63

Management Contact Center Coaching Analytics 63

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

Cisco - Contact Center

DECEMBER 17, 2020

The WebexOne series highlights a wave of Webex innovation to drive experiences that are 10x better than in-person interactions, help organizations collaborate seamlessly, and transform their employees and customer experiences to power an inclusive future for all. Welcome to the All New Webex.

Customer Experience 108

Customer Experience Contact Center APIs Analytics 108

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

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

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 73

Customer Experience Customer centricity contact center solutions Contact Center 73

Comm100

FEBRUARY 11, 2025

Much like the worlds leading brands, universities must rethink the student journey, applying lessons from customer-centric companies that excel at personalization, responsiveness, and proactive support. Provide personalized responses : Unlike those generic FAQ pages, AI chatbots analyze student inquiries and offer relevant, tailored guidance.

Chatbots 52

Chatbots Education Banking Self service 52

Calabrio

JANUARY 2, 2020

At the beginning of a new decade, 2020 is set to be an exciting year as Calabrio continues to expand the capabilities of the WEM platform and integrate the best of both WFM solutions for next-level Customer Experience Intelligence, where the very best of human talents and activities combine with contextual and predictive customer analytics.

Analytics 88

Analytics Quality management Contact Center Customer Experience 88

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

Totango

MARCH 16, 2021

B2C buyer needs involve consumer issues such as personal finances or convenience, while B2B buyer needs involve organizational issues such as profitability or efficiency. B2C prospects may consume different content on different interaction mediums than B2B prospects, such as e-books vs. white papers, for example.

B2C 118

B2C B2B Journey mapping SaaS 118

Callminer

MARCH 6, 2020

While technology such as automated scorecards , speech analytics , and other tools enable managers to monitor agent performance objectively, customer service managers must be highly organized and have the ability to provide constructive feedback to motivate their teams to achieve continuous improvement. Michael Mancinone. peoplogica.

Management 207

Management Customer Service Consulting Consulting 207

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

Liveops

DECEMBER 27, 2018

These curated items include some of our most-read posts along with white papers call center leaders will appreciate. Customer Contact Week’s white paper provides clear-cut strategies for better performance. One suggestion is to use speech and text analytics for understanding what customer satisfaction and increased sales.

Contact Center 81

Contact Center Customer Service Call Center Virtual Agent 81

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

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 Airlines Accountability Customer Care 110

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 85

Government Healthcare Accountability Personalization 85

Calabrio

JANUARY 2, 2020

At the beginning of a new decade, 2020 is set to be an exciting year as Calabrio continues to expand the capabilities of the WEM platform and integrate the best of both WFM solutions for next-level Customer Experience Intelligence, where the very best of human talents and activities combine with contextual and predictive customer analytics.

Analytics 76

Analytics Quality management Contact Center Feedback 76

Callminer

MARCH 6, 2020

While technology such as automated scorecards , speech analytics , and other tools enable managers to monitor agent performance objectively, customer service managers must be highly organized and have the ability to provide constructive feedback to motivate their teams to achieve continuous improvement. Michael Mancinone. peoplogica.

Management 182

Management Customer Service Consulting Consulting 182

teleopti

SEPTEMBER 18, 2019

Take away the fear using WFM to build an insight-infused data strategy – data analytics and “power of thought” reporting provides business leaders with a great opportunity to process their data through WFM software and turn that data into valuable intelligence. Download White Paper.

Management 57

Management Customer advocacy Employee engagement Contact Center 57

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