Beyond Philosophy

MARCH 19, 2020

Late last year, we decided to take our advice and study our customers and prospective customers, and well, anyone. One of the critical pieces of insight that came out of the study was the thing that people want most of all in 2020 is growth, whether that means in revenue, market share or return on investment (ROI). You All Want Growth.

Consulting 479

Consulting Consulting Marketing Customer centricity 479

Beyond Philosophy

MAY 19, 2015

Predictive analytics. Predictive analytics describes how a company looks at data sets to identify patterns of behavior in Customer groups. Target used predictive analytics to determine the Customer’s behavior when she learns she is pregnant. They studied it. How did they get so good at this?

Employee engagement 370

Employee engagement Analytics Banking Customer Experience 370

ShepHyken

NOVEMBER 4, 2016

Studies by Forrester Research have shown that “ Many online customers want help from a live person while they are shopping online; in. Predictive Analytics: Millennials have changed the way traditional customers used to buy, behave or react to different perspectives. Organizations.

Analytics 318

Analytics B2B Technology Enterprise 318

ShepHyken

SEPTEMBER 7, 2023

In fact, in a three-year study, companies that implemented a well-designed customer success program saw a 91% return on investment and more productive CX teams. Customer health monitoring Train your team on the tools and analytics platforms you use to monitor customer health. So, how does your CX team rise to the occasion?

B2C 346

B2C Customer centricity Feedback Upselling 346

C3Centricity

NOVEMBER 26, 2024

A recent study by McKinsey found that 87% of companies leveraging advanced customer analytics outperform their competitors in customer retention and engagement ( McKinsey ). People expect brands not just to fulfill their immediate needs, but to understand, anticipate, and address their evolving desires.

Banking 116

Banking Feedback Customer retention Marketing 116

Callminer

NOVEMBER 27, 2018

I was fascinated by a story about the cost of complaints based on a study by the Institute of Customer Service. Our own study earlier this year into the sources of churn in the UK highlighted that 61% of people used the phone to contact a supplier about an issue. Our study in the US found 45.8% So how can technology help?

Analytics 186

Analytics Coaching Technology Surveys 186

Callminer

FEBRUARY 23, 2021

Analytics are more important than ever. You need advanced analytics, offered in real-time, so you can quickly and easily make adjustments as needed.” Omnichannel analytics will be used to unify and improve CX. While it’s still pretty rare, companies are moving towards video customer service.”

Call Center 376

Call Center Technology Banking Contact Center 376

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

AWS Machine Learning

MARCH 18, 2025

Use case 1: Audio-to-text translation and LLM integration for clinical trial patient interactions In the domain of clinical trials, effective communication between patients and physicians is crucial for gathering accurate data, enforcing patient adherence, and maintaining study integrity.

Healthcare 84

Healthcare Analytics Consulting Consulting 84

TeleDirect

MARCH 9, 2025

Studies show that 60% of customers will abandon a brand after multiple bad experiences. Implement AI-driven analytics to predict call trends and adjust resources. A: AI-driven solutions, such as chatbots, predictive call routing, and real-time analytics, help distribute workload efficiently and resolve common inquiries instantly.

Wait times 79

Wait times Call Center Abandon rate First call resolution 79

Beyond Philosophy

FEBRUARY 3, 2015

Some actions take place as a result of the conscious, analytical and logical, but much of it comes from a deeper realm. In another example, an IBM consumer study revealed that, while 43% of consumers said they preferred the “browse, click, and purchase experience”, that is shopping online and picking-up in the store.

Government 383

Government Marketing Analytics Personalization 383

ShepHyken

SEPTEMBER 28, 2018

A recent study shows that 43% of American workers spend at least part of their time working from a location other than a traditional office, but engagement remains a challenge when HR departments do not have the right technology to communicate with remote workers. Feedback and Analytics.

Employee engagement 273

Employee engagement Education Analytics Technology 273

Call Center Weekly

APRIL 24, 2019

They speak many languages and are versed in different speech analytics solutions. I am notorious for saying that our goal in speech analytics is to help make insights easier to obtain- not outright replace human listening. Speech Analytics (SA) is an extremely interactive process. Very little to none. But, you can change that.

Analytics 175

Analytics First call resolution Education Customer Experience 175

Callminer

SEPTEMBER 1, 2020

Later on, breakout sessions led by customers, Avadyne Health , Gant Travel , and more offered some powerful case studies including an analysis from Direct Dialog’s Marvie Wright on how speech analytics helped their virtual workforce yield 10% more revenue. The show goes on.

Entertainment 182

Entertainment Contact Center Analytics Customer Service 182

Beyond Philosophy

APRIL 15, 2015

We studied Michael Porter in the b-school. Zhecho’s expertise inludes Customer behavior analytics, Customer loyalty, complaints management, and journey mapping. He believed that your best strategy was to protect yourself from your business rivals. There were five forces involved in the image to the right: Source: Forbes.com.

Journey mapping 310

Journey mapping Consulting Consulting Airlines 310

Beyond Philosophy

JANUARY 12, 2015

And, to parallel this, academics were actively studying the impact of emotions on various types of perception and decision-making. We see a lot of this in current applications of text analytics. There has been a great deal of this, on subjects ranging from metaphor elicitation to emotional and personalized weight processing.

Customer Experience 305

Customer Experience Customer emotions Customer centricity Analytics 305

ShepHyken

AUGUST 1, 2017

Giveaways: Click Here to view the PDF of the Pega Study, “What Consumers Really Think About AI: A Global Study” discussed on the episode. Featured Interview: Shep begins his interview by asking Jeff Nicholson about Pega’s recent global consumer study, “What Consumers Really Think About AI.”

Education 195

Education Self service Best practices CRM 195

CCNG

APRIL 20, 2022

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. Once in place, establish a data management and analytics assessment program to identify data challenges and coordinate and prioritize projects.

Customer Experience 195

Customer Experience CCNG Gamification Analytics 195

Callminer

FEBRUARY 28, 2017

The post Top Call Center Conferences 2017: 49 Must-Attend Events to Learn the Latest Trends and Technologies for Boosting Call Center Performance appeared first on CallMiner.

Call Center 265

Call Center Technology Best practices Analytics 265

Beyond Philosophy

DECEMBER 23, 2015

Studies by Strativity, and other consulting organizations, among corporate executives have identified the financial benefits of increasing customer experience management-related resources. They are; Customer Experience and Value Optimization.

Chief Customer Officer 250

Chief Customer Officer Enterprise Customer centricity Consulting 250

ShepHyken

FEBRUARY 26, 2018

Can awful airline customer service be overridden with AI and analytics? A study examining the customer service experiences and expectations of 2,000 people found millennials are prepared to wait the longest times before getting agitated and are less likely to co mplain when things go awry. Here are my top five picks from last week.

Airlines 195

Airlines Customer Service Chatbots Analytics 195

Beyond Philosophy

JUNE 11, 2015

They should want this because study after study shows the financial rewards of having loyal customers. Be pragmatic in terms of technology and analytics. Without fear of (much) argument, it’s a fair statement that all companies want, and try to generate and achieve, optimum loyalty from their customer base.

Airlines 274

Airlines Customer centricity Multichannel Sales 274

AWS Machine Learning

NOVEMBER 15, 2022

From developing public health analytics hubs, to improving health equity and patient outcomes, to developing a COVID-19 vaccine in just 65 days, our customers are utilizing machine learning (ML) and the cloud to address some of healthcare’s biggest challenges and drive change toward more predictive and personalized care.

Analytics 95

Analytics Healthcare Engineering Enterprise 95

TeleDirect

JANUARY 30, 2025

Advanced Technological Integration The top call centers in the US leverage AI-powered analytics, CRM systems, and omnichannel communication to optimize customer engagement. Reputation and Reviews: Research case studies and testimonials to assess service quality and reliability.

outsourcing 106

outsourcing Call Center CRM Technical Support 106

ShepHyken

MAY 22, 2020

A recent Pega study found that IT departments are leading more than a quarter of global CX projects (26%) versus 13% by dedicated CX functions. Our study found that just 35% of businesses currently have a C-level sponsor for CX projects, and in 36% of organizations, these initiatives are led at the director level or below.

Customer Experience 175

Customer Experience Journey mapping Analytics Banking 175

TechSee

DECEMBER 11, 2018

Contact center leaders can study these trends, and find within each of them a call center customer experience strategy that delivers proven ROI to the business. Technologies: Data Analytics, AI, AR solutions. Data analytics: A range of data-based tools exist to ensure contact center operations are running at peak performance.

Call Center 182

Call Center Customer Experience Self service Contact Center 182

CCNG

JULY 3, 2024

According to a PWC study, 80% of US consumers regard “speed, convenience, knowledgeable help, and friendly service as the most important elements of a positive customer experience.” This is where CX analytics plays a vital role. What’s more, satisfied customers become loyal brand advocates, spreading the good word across their network.

outsourcing 195

outsourcing Contact Center Airlines CCNG 195

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…”. AmraBeganovich.

Call Center 182

Call Center Analytics First call resolution Metrics 182

CSM Magazine

OCTOBER 21, 2024

Technological Integration: AI and Data-Driven Support The adoption of AI and data analytics is redefining how Philippine call centres approach customer support. A study by McKinsey found that data-driven customer experience strategies can increase customer satisfaction by 20-30%.

outsourcing 52

outsourcing Customer Experience Analytics Customer centricity 52

TeleDirect

DECEMBER 20, 2024

Look for testimonials, case studies, or industry recognition. What reporting and analytics capabilities does the call center offer? Teledirect Advantage: Teledirect provides comprehensive reporting and analytics, offering insights into key metrics which empowers you to make informed decisions and refine your strategies.

Call Center 62

Call Center Outbound sales industry standards Analytics 62

Interactions

NOVEMBER 6, 2024

Analytics and continued optimization Without an active customer success team by your side, your business only has its own singular point of view when studying analytics to derive insights and areas for improvement. Our customer success team also keeps on top of your analytics to see trends and identify areas of improvement.

Analytics 62

Analytics Contact Center Finance Healthcare 62

ShepHyken

MAY 27, 2022

According to a Cornell University study, over 85% of call center employees report high-stress levels in their workplace. Data analytics and various technological tools can help businesses record user engagement patterns, learn from them, and find ways to solve challenges faced by customer support employees in dealing with customers.?

Customer Support 323

Customer Support Employee engagement Call Center Scripts 323

Beyond Philosophy

APRIL 6, 2016

In studies of loyalty program participation, high percentages of customers have said they would spend more with vendors that offer points for activities other than making purchases. . – Prioritize and allocate resources (time, money, people, facilities, technology).

Gamification 236

Gamification Benchmark Wireless Automotive 236

ShepHyken

MAY 5, 2017

Insight technologies that deliver personalization and predictive analytics. The cloud also facilitates next-generation time-saving technology — the use of predictive analytics to further streamline customer interactions. These include: Engagement technologies for digital experiences harmonized across all points in the customer journey.

Self service 202

Self service APIs Surveys Analytics 202