CCNG

JUNE 12, 2024

Customer calls provide invaluable insights into customer experience, call center processes, service quality, and emerging trends within the industry. Speech analytics emerges as an effective solution to automate this analysis process. What is Speech Analytics? How does Speech Analytics work?

Analytics 195

Analytics CCNG Quality management Call Center 195

Joe Rawlinson

JANUARY 24, 2025

Without a clear understanding of business analytics, entrepreneurs risk making decisions that may harm growth and profitability. Business analytics isnt just for large corporations. This article dives into the essential role of business analytics and how entrepreneurs can use it to achieve long-term success.

Analytics 78

Analytics Marketing Education Sales 78

TeleDirect

DECEMBER 24, 2024

Top 3 Trends Shaping Customer Service in 2025 Customer service is undergoing a revolutionary transformation as businesses adapt to evolving consumer expectations, technological advancements , and the competitive need for personalization. Enhance CRM Systems: Integrate advanced analytics into your CRM to capture real-time customer insights.

Customer Service 62

Customer Service Analytics Airlines CRM 62

CCNG

SEPTEMBER 11, 2024

The technological advancements of recent years have paved the way for transformative trends that are reshaping how contact centers operate, deliver services, and engage with customers. AI-driven personalization uses data analytics and machine learning to tailor customer interactions to their individual needs and preferences.

Contact Center 195

Contact Center Technology CCNG First call resolution 195

CCNG

AUGUST 7, 2024

Numerous BPO trends have emerged that offer a way to reduce expenses and improve CX. As new technology emerges for contact centers, business process outsourcing (BPO) is rapidly shifting. 59% of organizations cite cost savings as the number one reason they outsource. Working with a BPO provider can bring cost savings in many ways.

outsourcing 195

outsourcing Business Process Outsourcing Chatbots Technology 195

Global Response

MARCH 12, 2025

Read Time: 12 minutes Table of Contents Introduction Looking to understand and use contact center analytics to boost efficiency and build customer loyalty? Key takeaways Understanding contact center analytics : Contact center analytics collect consumer data to help you review customer interactions and make informed business decisions.

Contact Center 62

Contact Center Analytics First call resolution Abandon rate 62

Vistio

OCTOBER 15, 2024

As the workplace becomes more data-driven, advanced analytics is emerging as a key tool in understanding and improving agent retention. In this blog post, we’ll explore how companies can leverage analytics to not only reduce agent attrition but also foster a more engaged, successful workforce. This is where data comes in.

Analytics 52

Analytics Coaching Morale Metrics 52

CCNG

MARCH 13, 2024

While we dive into what new trends and technology we will see, it is great to understand what won’t change in the contact center: a never-ending quest to elevate the customer experience while driving efficiency. Categorize the solutions available as generative or analytical (see below). Match the symptom to the solution.

Customer Experience 195

Customer Experience outsourcing Contact Center Analytics 195

CCNG

AUGUST 23, 2023

With the advent of data analytics, these centers are not just handling customer inquiries; they are also becoming a goldmine of information that can revolutionize decision-making processes and enhance overall performance. The Impact of Data Analytics in Contact Centers: 1. Considerations When Implementing Data Analytics: 1.

Contact Center 195

Contact Center Analytics CCNG Average Handle Time 195

NobelBiz

OCTOBER 22, 2024

Fortunately, contact centers can make full use of analytics and smart routing capabilities to maximize inbound call capabilities. Leverage Analytics to Track, Adapt, and Succeed The analytics coming from call centers present the necessary data that enables firms to interpret their performance and customer behavior.

Analytics 52

Analytics Interactive Voice Response Contact Center First call resolution 52

Global Response

JANUARY 8, 2025

minutes Table of Contents Intro At the beginning of 2025, we’re exploring the contact center future trends that are poised to define the coming year. From tech tools to customer experience, we’ve rounded up the most influential trends to watch for in the near future. Read Time: 4.5 Let’s jump in.

Call Center 62

Call Center Interactive Voice Response Contact Center Self service 62

Calabrio

FEBRUARY 20, 2025

Analytics Maximizing Chatbot Effectiveness: The Power of Analytics and Self-Service Share As businesses continue to adopt AI-driven chatbots for customer interactions, the challenge shifts from simply having a chatbot to ensuring it delivers real value. Read more on how analytics improve AI bot performance.

Self service 64

Self service Chatbots Analytics Contact Center 64

ShepHyken

JULY 8, 2022

This week’s guest post by Sharavanan Shanmugaraju shares six customer service trends that companies need to adopt this year. Predictive Analytics will help businesses to stay ahead and provide high-touch CX. Predictive analytics is an effective way to solve problems.

Omni-channel support 177

Omni-channel support Customer Service Multichannel Interactive Voice Response 177

Calabrio

FEBRUARY 28, 2025

Analytics Voice Analytics: Unlock Insights in Your Contact Center Conversations Share In the data-driven contact center of today, understanding the nuances of customer conversations is paramount. What is voice analytics? What is voice analytics? It delves deeper into the emotional and contextual layers of speech.

Analytics 52

Analytics Contact Center contact center workforce Average Handle Time 52

ShepHyken

APRIL 30, 2021

Customer Service Trends For 2021 . Here are five customer service trends to watch out for in 2021:? . In 2021, you can gain an edge over the competition by introducing predictive analytics to analyze the user experience and close the customer feedback loop. . Automating Service-Desk With NLP-Based Chatbots.

Customer Service 378

Customer Service Chatbots Analytics Upselling 378

TMP Direct

DECEMBER 10, 2024

This blog explores the key trends shaping the future of AI in customer support, from hyper-personalization to autonomous systems. Whether through AI-driven chatbots or real-time analytics, TMP helps businesses stay ahead in the evolving customer support landscape. The post Future Trends: Whats Next for AI in Customer Support?

Customer Support 52

Customer Support Big data Chatbots Analytics 52

TeleDirect

DECEMBER 25, 2024

Track and analyze customer trends to improve service. Advanced Analytics Monitor call center performance metrics, such as resolution times and customer satisfaction scores. Identify trends and areas for improvement. Use analytics to monitor performance and optimize processes.

Call Center 127

Call Center Customer Experience Technical Support First call resolution 127

ROI CX Solutions

JANUARY 8, 2025

Emphasis on data security and privacy How ROI CX Solutions can help you in 2025 Introduction As we jump feet-first into into 2025, we’re keeping an eye on the contact center future trends that are projected to shape the year. Stay on top of trends in the call center industry with us!

Call Center 52

Call Center Contact center software Chatbots Interactive Voice Response 52

Calabrio

MARCH 5, 2025

Analytics Customer Experience (CX) Analytics: A Complete Guide for 2025 Share Today, the experiences businesses offer their customers before, during, and after purchase are every bit as important as the products and services they sell. Dig into this guide on CX analytics and learn how you too can unearth game-changing CX insights.

Analytics 52

Analytics Customer Experience Agent Empowerment Contact Center 52

MiaRec

MARCH 21, 2024

However, now with Generative AI, contact centers can automatically score 100% of their call volume, allowing them to identify patterns and trends that would otherwise be invisible, such as subtle changes in an agent's performance or a sudden spike in poor call handling.

Analytics 105

Analytics Contact Center Management Quality management 105

ShepHyken

JUNE 1, 2023

This week, we feature an article by Miika Makitalo, CEO of HappyOrNot , the company behind the Smiley Touch™ customer experience improvement solution and a leader in data analytics. He discusses how feedback and data analytics can make or break the customer experience. The customer experience has come a long way in the past decade.

Analytics 156

Analytics Customer Experience Feedback Chatbots 156

ShepHyken

OCTOBER 1, 2019

The Analytic Customer Experience. They discuss trends in digital customer service, including hyper-personalization and fast, frictionless self-service. The trend across industries is toward elevating the customer experience. How AI Can Support Human Customer Service. Shep Hyken interviews Tom Goodmanson.

Self service 53

Self service Contact Center contact center solutions Employee engagement 53

Callminer

NOVEMBER 9, 2020

Speech analytics software , for example, enables call centers to review past fraudulent calls, customize a fraudulent scorecard, and leverage real-time analytics to provide guidance to agents while on the call if a call is flagged as potential fraud. Scam callers may show a trend of repeated access attempts with the wrong information.

Call Center 345

Call Center Banking Contact Center Accountability 345

CSM Magazine

FEBRUARY 25, 2025

Understanding market trends, opportunities, and risks is crucial for traders looking to profit from NFT investments. NFT value depends on rarity, demand, utility, artist reputation, and market trends. Despite their meteoric rise, the NFT market faces volatility, regulatory uncertainties, and concerns over sustainability.

Real estate 52

Real estate Marketing Entertainment Finance 52

ShepHyken

APRIL 1, 2019

AI adoption is nascent, but it’s set to soar as more teams turn to chatbots, text, and voice analytics, and other use cases. My friend, colleague and brilliant businessman, Vala Afshar, shares his insights on one of the most important trends in customer service. My Comment: Are you ready for the AI Revolution?

Customer Service 262

Customer Service Chatbots Engineering Analytics 262

Momentum Telecom

FEBRUARY 5, 2025

Thats where real-time call analytics can be a game-changer, unlocking valuable real-time insights from every call. This in-depth visibility is critical for delivering excellent customer service and making smarter operational decisions based on live call data or emerging trends. If call volume spikes at 10:15 a.m.,

Analytics 52

Analytics Abandon Call Abandon rate Call Logging 52

Balto

MARCH 3, 2025

Predictive analytics play a crucial role in anticipating customer needs and optimizing call center operations. Early automation focused on basic phone menus, while modern systems utilize natural language processing and predictive analytics. Smart systems can detect patterns in customer behavior and adjust responses accordingly.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 52

Calabrio

MARCH 25, 2025

Analytics Contact center trends in 2025: Six key takeaways from the State of the Contact Center report Share The contact center industry is at a crossroads. These leaders insights shed light on the biggest contact center and customer experience trends, developments which are rapidly reshaping the industry as we know it.

Contact Center 52

Contact Center Self service Strategic Value Metrics 52

customer sure

JANUARY 20, 2025

Advanced data analytics and AI, or even just thoughtful use of CRM data, make it possible to deliver hyper-personalised experiences at the touchpoints which are most important to customers. Proactive CX management uses customer data to identify trends and address issues early. How to Act: Start with a different attitude to low scores!

Customer centricity 62

Customer centricity Customer retention Feedback Best practices 62

AWS Machine Learning

OCTOBER 16, 2024

In this post, we demonstrate how the CQ solution used Amazon Transcribe and other AWS services to improve critical KPIs with AI-powered contact center call auditing and analytics. Additionally, Intact was impressed that Amazon Transcribe could adapt to various post-call analytics use cases across their organization.

Customer Service 72

Customer Service Scripts Coaching Finance 72

Balto

DECEMBER 18, 2024

In our recent webinar, “ Top Contact Center Trends for 2025 ,” industry leaders Tom Wicker (COO at Health Plan One), Harley Allaby (Director of Operations at Exact Medicare), Rob Westervelt (VP of Customer Success at Balto), and Marc Bernstein (CEO & Founder at Balto) unpacked how AI is shaping the contact center landscape.

Contact Center 52

Contact Center Coaching Interactive Voice Response Engineering 52

ShepHyken

NOVEMBER 4, 2016

can harness the power of social media and can keep a track on the market trends and ongoing customer discussions. 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

AWS Machine Learning

DECEMBER 4, 2024

SageMaker Unified Studio setup SageMaker Unified Studio is a browser-based web application where you can use all your data and tools for analytics and AI. This will provision the backend infrastructure and services that the sales analytics application will rely on. You’ll use this file when setting up your function to query sales data.

APIs 95

APIs Sales Surveys Analytics 95

ShepHyken

NOVEMBER 6, 2023

By identifying trends and patterns in feedback, businesses can make the necessary adjustments to enhance their operations, increase revenue, and improve customer loyalty. He is an entrepreneurial business strategist who has a deep understanding of data analytics and its application in various industries, especially customer service and CX.

Feedback 353

Feedback Healthcare Analytics Customer Service 353

AWS Machine Learning

APRIL 3, 2025

At the heart of this transformation is the OMRON Data & Analytics Platform (ODAP), an innovative initiative designed to revolutionize how the company harnesses its data assets. Finally, ODAP was designed to incorporate cutting-edge analytics tools and future AI-powered insights.

Government 72

Government Analytics Engineering CRM 72

PeopleMetrics

MARCH 24, 2025

Heres where AI helps: Text Analytics : As I have mentioned in this blog series several times, AI-powered text analytics can flag themes in open-ends across hundreds or thousands of recover alerts. Youll have data to back it up too: trends by location, by department, by customer segment. So Where Does AI Fit In?

Analytics 90

Analytics Accountability Management 90