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

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

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

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

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

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

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

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

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

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

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 133

Customer Experience Contact Center APIs Analytics 133

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

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

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

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

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

Totango

SEPTEMBER 22, 2022

Lead : Person who has expressed some interest in the service. This can be anything from downloading a white paper to signing up for a trial. Analytics features let teams forecast pipeline growth. SaaS Analytics Tools. Select List of SaaS Analytics Tools. Google Analytics.

SaaS 71

SaaS CRM Advertising Analytics 71

Comm100

JANUARY 14, 2020

This visibility lets them create a cohesive, deeply personalized customer profile that enables higher quality service. The right solution should also have top-notch routing, prioritization, and analytic capacities. This post includes highlights from our Omnichannel white paper. White Paper. Conclusion.

Average Handle Time 40

Average Handle Time Multichannel Chatbots CRM 40

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

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

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

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

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 111

Government Healthcare Accountability Personalization 111

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 Customer Experience 76

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

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

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

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

teleopti

JANUARY 9, 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 70

Analytics Quality management Customer Experience Contact Center 70

Comm100

FEBRUARY 25, 2020

If one agent is responding to support tickets and another is responding to social messages, do they know they just got the same query from the same person? Partners, ABM accounts, high-spending B2B clients, and healthcare patients are just a few examples of people who may require designated account managers for high-end personalized service.

CRM 64

CRM B2B Accountability Upselling 64

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