TechSee

OCTOBER 19, 2021

retail sales – in 2020. For every $1 billion in sales, the average retailer incurs $106 million in merchandise returns. Every step in the return process, from return merchandise authorization (RMA) to shipping and receiving, processing, asset recovery, and disposal, adds another cost that further cuts into product sales revenue.

Average Handle Time 124

Average Handle Time Sales Analytics Self service 124

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. Examples include call recording, speech analytics and real-time monitoring. Sean McPheat is the CEO of MTD Sales Training. Sean McPheat. seanmcpheat. There is nothing worse.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

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. “A good outbound sales script contains a strong connecting statement. Aim to connect.

Best practices 182

Best practices Call Center Outbound sales Telemarketing 182

CrazyCall

JUNE 25, 2019

And in this article, you’ll discover what is prospecting in sales and who the prospects are. Also, you’ll find out what sales prospecting methods will help you turn prospects into paying customers. Sales prospecting process. Usually, there are around 4-5 stages in the sales pipeline. The answer is prospecting.

Sales 109

Sales Scripts B2B Analytics 109

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. Successful call centers use analytics to help aid, streamline and maximize customer service and sales needs…”. Customer sales enquiries.

Call Center 182

Call Center Analytics First call resolution Metrics 182

Calabrio

SEPTEMBER 21, 2016

In addition to the low level of data capture, almost half of all organizations (40%) have no contact center analytics capabilities. They’re giving sales an invaluable understanding of what their customers want. They’re driving efficiency, increasing customer retention, accelerating sales, and creating new revenue opportunities.

Contact Center 59

Contact Center Analytics Technology Enterprise 59

Uniphore

JANUARY 4, 2022

White Papers. Speech Analytics. Analyze Analytics and insights from 100% of interactions across all channels. At Uniphore Converse 2022, enterprise executives from CX to Sales will learn the latest innovations in automation, conversational AI and emotion intelligence. U-Self Serve. Case Studies. Infographics.

Enterprise 126

Enterprise Customer retention Engineering Contact Center 126

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

Callminer

MARCH 9, 2020

“While software is not able to fully schedule by itself (yet), having a software that can pre-place best sellers according to highest sale hours not only saves you some time, but actually helps ensure your best people are always on your toughest jobs.” Look for tools that automate skill-to-task matched scheduling.

Best practices 182

Best practices Call Center Analytics Metrics 182

JivoChat

JUNE 26, 2022

You will learn the hacks and secrets from the world’s most famous copywriters, and the sales psychology to grow a profitable business. You will learn how to persuade and overcome customer objections, develop creative sales techniques, and create responsive websites on WordPress. . B2C sales copywriting. White papers.

B2C 75

B2C B2B Sales Best practices 75

Cisco - Contact Center

FEBRUARY 1, 2021

Sheila McGee-Smith , Principal Analyst, McGee-Smith Analytics. She is a frequent speaker at industry conferences, user group and sales meetings, as well as an oft-quoted authority on news and trends in the communications market. We’d love to hear what you think.

Contact Center 85

Contact Center Transportation Customer Experience Wireless 85

Vonage

FEBRUARY 13, 2017

Speech analytics works by analysing spoken words, variations in pitch, silences and other verbal cues. Speech analytics ensures vital information is never lost. In a busy environment, real-time speech analytics provides the ultimate fail-safe. Speech analytics allows you to effectively gauge customer satisfaction.

Analytics 53

Analytics Customer Service Scripts Surveys 53

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. Bridgette Norris.

Management 273

Management Customer Experience Customer Service Coaching 273

Totango

MARCH 16, 2021

A full journey map covers all stages from lead acquisition through subscription renewals, upsells, and referrals, although some maps abbreviate this to focus on the post-sales part of the process. B2C marketing and sales may aim at the general consumer, while B2B may be more industry-specific and customized.

B2C 118

B2C B2B Journey mapping SaaS 118

JustCall

MAY 12, 2021

Sales enablement is the key to unlock the full potential of your sales reps. Equipping sales teams with the right tools, resources, and techniques increases your likelihood of converting leads. Having a skilled sales team is good. But, before we jump into that, let's get a quick understanding of what is sales enablement.

Sales 52

Sales call center software Scripts call center solutions 52

Help Scout

AUGUST 11, 2021

Fonolo also offers several other resources if blog posts aren’t your preferred way of learning, for example: White papers. Along with customer service, they also write a lot about marketing, sales, and business logistics. HubSpot has a regular publishing cadence of content like webinars, blog posts, white papers, and ebooks.

Customer Service 82

Customer Service Coaching Education Best practices 82

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. Everyone gets a car detailing at work if they all get a sale. Matt Skoglund.

Call Center 182

Call Center Management Scripts Coaching 182

Vonage

MARCH 26, 2018

During the webinar, Wyndham Hudson, NewVoiceMedia’s Vice President of Product, Sales and Service, cited Forrester’s CX equation : Customer experience is 25% if a customer can achive their goal, 25% the ease of the solution and 50% how it made the customer feel. For more insights from the webinar, you can watch it on demand here.

Customer Service 91

Customer Service Contact Center Customer centricity Coaching 91

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

Education Services Group

APRIL 25, 2021

At first, this roadmap might be simple and straightforward, but as you mature, your plans will become more comprehensive and include a complete ecosystem of cross-functional capability and accountability with other teams like sales, marketing, product, and support. I could write an entire white paper on Customer Success monetization.

Journey mapping 91

Journey mapping Construction Analytics Education 91

Transparent BPO

JANUARY 14, 2020

Deriving value from all that information will demand the use of advanced analytics that integrate data across channels and link insights to action , capabilities many contact centers currently lack. Case in point, a survey by Oracle of 800 marketing and sales decision-makers found that 80 percent plan to use chatbots this year.

Contact Center 62

Contact Center outsourcing Average Handle Time First call resolution 62

Mindtouch

FEBRUARY 7, 2018

You’ve probably read it: For sale: baby shoes, never worn. It includes the touchpoints and channels that help drive customers into the sales funnel. That one part of the iceberg is pre-sale, the other post-sale. They turn to Google to do research before and during a sales engagement.

Self service 71

Self service Entertainment Sales B2B 71

Monet Software

DECEMBER 12, 2019

Workforce management software builds in the algorithms and analytics necessary to make forecasting a point-and-click endeavor driven by your own business understanding. Because programs and campaigns will vary, it’s important to evaluate apples and oranges—or sales campaigns and help desk operations—separately.

Call Center 71

Call Center Average Handle Time Contact Center call center software 71

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

Totango

SEPTEMBER 22, 2022

For customer success teams, SaaS tools serve to optimize the customer life cycle, improving your marketing, sales, and customer service to deliver better results to clients. This promotes higher customer satisfaction and retention, elevating sales and increasing revenue. They usually are licensed through a subscription sales model.

SaaS 71

SaaS CRM Advertising Analytics 71

Fonolo

JANUARY 14, 2020

Their blog focuses on several topics including start-up culture, sales, and marketing, but they really excel in their posts on customer support, success, and CX. . They also cover real-life examples of how their customers use th e software and analytics to improve their business results. Salesforce – Desk.com.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Comm100

FEBRUARY 25, 2020

By integrating your customer engagement platform with your CRM, every agent will have access to key information including customer contact details, past sales, accounts, and contact history. Taking the silos out of customer engagement doesn’t just make customer service better – it also increases sales. We hope so!).

CRM 64

CRM B2B Accountability Upselling 64

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

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. Dive Deeper into Customer Intelligence with Analytics. Analytics can capture and disperse these customer insights in real-time while agents are on a call. Learn more.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

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

Comm100

JANUARY 14, 2020

The right solution should also have top-notch routing, prioritization, and analytic capacities. Being able to segment your customers your way—by geography, historical sales, industry, and more—will further help you offer a more specialized and effective customer service program. Free Download: Customer Engagement 2020 White Paper.

Average Handle Time 40

Average Handle Time Multichannel Chatbots CRM 40

Cincom

OCTOBER 14, 2020

They would also rely on third parties who offered contact lists for sale, but the quality of these lists was questionable. The tough part is analytics. Geoffrey Moore is quoted saying, “Without big data analytics, companies are blind and deaf, wandering out onto the Web like deer on a freeway.”.

Marketing 52

Marketing Call Logging Analytics Enterprise 52

Comm100

FEBRUARY 25, 2020

By integrating your customer engagement platform with your CRM, every agent will have access to key information including customer contact details, past sales, accounts, and contact history. Taking the silos out of customer engagement doesn’t just make customer service better – it also increases sales. We hope so!).

CRM 52

CRM B2B Accountability Upselling 52

Comm100

JANUARY 14, 2020

The right solution should also have top-notch routing, prioritization, and analytic capacities. Being able to segment your customers your way—by geography, historical sales, industry, and more—will further help you offer a more specialized and effective customer service program. Tools such as intelligent routing. Conclusion.

Average Handle Time 58

Average Handle Time Multichannel CRM Analytics 58

Infinity

APRIL 10, 2018

As many as 89% of consumers look for vehicle information online, 1 requiring companies to translate searches into sales calls and visits to dealerships. First, it’s essential to understand what potential clients are looking for when they turn to the web – something analytics can make clear for you. Thrive in the world of SEO.

Automotive 49

Automotive Advertising Best practices Analytics 49

Education Services Group

JUNE 21, 2018

Promote organizational alignment: Build a cross-functional team, with representatives from the groups that own sales/marketing, support, policies, operations, product development and other services that drive what the customer sees and experiences. So take a candid assessment and follow a blueprint for getting started.

Journey mapping 53

Journey mapping Customer retention Enterprise Analytics 53

Fonolo

AUGUST 1, 2018

So we might as well accept that the term “AI”, in the contact center context, refers to a collection of these 3 areas: Speech analytics (using NLP to extract intent and sometimes emotional cues). If the existing IVR is forking callers between, say, “sales” and “service”, how is AI going to discern my intent any faster than my pressing 1 or 2?

Contact Center 52

Contact Center Call Center Interactive Voice Response Chatbots 52