Fonolo

MAY 24, 2018

By building key metrics and analytics around each step of the customer journey, and aligning them with a set of expectations, we can better understand the customer experience. Creating strong, meaningful relationships with customers goes beyond just engaging with them. How can this be done?

Call Center 87

Call Center Benchmark Metrics Analytics 87

Callminer

MAY 27, 2020

More modern contact centers effectively do the same while incorporating a few key differences to better harness emerging options in communication and analytics. Contact Centers Incorporate Advanced Analytics. Call centers came first, focusing employees on handling large streams of customer calls at once. that can be automated.

Contact Center 207

Contact Center Call Center Interactive Voice Response Self service 207

CSM Magazine

DECEMBER 14, 2022

When owners of companies think about documentation, they sometimes choose between white papers and business plans. White Papers in Brief. A white paper is a document that consists of information about a product or service. There are the most popular types of white papers: 1.

B2B 52

B2B B2C Marketing Analytics 52

CX Global Media

AUGUST 8, 2019

You can also learn more in the webinar 3 Common Questions Contact Centers Should NEVER ask about Speech Analytics. We have a lot of information videos and, white papers that explained what we’ve done for our customers. WEBINAR: 3 Common Questions Contact Centers Should NEVER ask about Speech Analytics.

Contact Center 246

Contact Center Coaching Call Center Analytics 246

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. Expectations need to be laid out as clearly as possible early on. Interior Design.

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

Jon Arnold

OCTOBER 16, 2020

Details are here , and I’ll be joined by Heather Barrow of Eventus , as she shares highlights from her recent white paper about this topic – it’s quite good, and you should give it a read. Within the contact center, decision makers have learned to manage their own Big Data by going beyond reporting and adopting analytics.

Big data 98

Big data Contact Center Analytics Metrics 98

Peter Lavers

JUNE 18, 2018

In my role as a SAS collaborator and recognised influencer , I was recently sent the white paper “ Darkness of Digital Shadows ” and supporting infographic. It talks about how analytics can be hampered by trying to interpret the shadows rather than the substance of the customer experience. Infographic: [link].

Marketing 100

Marketing Analytics Customer Experience Customer centricity 100

Callminer

MAY 12, 2020

Analytics Solutions (such as speech analytics and interaction analytics tools). To learn how innovative software tools can improve the customer experience across multiple customer engagement channels, download our white paper, The Guide to Customer Engagement Analytics. Predictive Dialers.

call center software 182

call center software Best practices Call Center Interactive Voice Response 182

Callminer

JUNE 18, 2020

To learn more about employee churn and analytical methods of addressing it, download our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition. Read on to learn a few powerful questions worth asking during such interviews to leverage your lost employees’ critical insights.

Call Center 182

Call Center Morale Feedback Analytics 182

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.

Call Center 182

Call Center Coaching Morale Analytics 182

8x8

MARCH 17, 2019

For example, artificial-intelligence infused speech analytics and quality management can add value for every department in your company. Speech Analytics Benefits Outside the Contact Center. Speech Analytics Benefits Outside the Contact Center. ” Movement Mortgage & Speech Analytics. The Future is Here.

Analytics 91

Analytics Contact Center Enterprise Quality management 91

Callminer

FEBRUARY 12, 2020

Learn more about how speech analytics can transform your training processes – and your call center operations as a whole – by downloading our white paper, 10 Ways Speech Analytics Empowers the Entire Enterprise. Recognize Excellent Performance.

Best practices 182

Best practices Call Center Construction Feedback 182

Callminer

JULY 22, 2020

For information on reducing employee churn at your call center, download our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition. Employee termination letters should generally include the following details: The date of termination. Information about the notice period.

Call Center 182

Call Center Customer Service Best practices Coaching 182

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. Identifying vulnerable customers so that agents can take the appropriate course of action.

Call Center 345

Call Center Contact Center Finance Consulting 345

DMG Consulting

AUGUST 3, 2020

Sales, Marketing and Enterprise Uses of Interaction Analytics. Interaction (speech and text) analytics (IA) is a solution that sells well in both strong and weak economies. I would like to receive the monthly DMG Newsletter. Comments This field is for validation purposes and should be left unchanged. By Donna Fluss.

Enterprise 72

Enterprise Analytics Sales Marketing 72

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

TechSee

OCTOBER 19, 2021

Use of Analytics. Reverse logistics stakeholders can leverage analytics to identify patterns and trends in returns. To learn more about how your business can use visual assistance technology to resolve the headache of how to reduce returns, download the White Paper here. Truck Roll Rates, and. First Contact Resolution.

Average Handle Time 124

Average Handle Time Sales Analytics Self service 124

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. For the best tips on consistently improving the employee experience at your company, read on: Tips to Improve Employee Experience.

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

ConvergeOne

JULY 6, 2021

Online leaderboards in real-time driving analytics. WHITE PAPER]. This ConvergeOne white paper provides overviews and guidance for Amazon Web Services (AWS) Database options. New data demands from organizations: Ability to store PBs of data. Sub-millisecond latency requirements for global users. Strong or flexible?

Analytics 90

Analytics Technology Management 90

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. Learn more about how to turn your contact center into a business intelligence hub in this complimentary white paper. They’re making their agents smarter to make interactions better.

Contact Center 59

Contact Center Analytics Technology Enterprise 59

Beyond Philosophy

DECEMBER 5, 2017

In content we’ve produced (webinars, white papers, posts, and a new book on the subject) the concept and value of employee ambassadorship, functioning within more humanistic and proactive organizations, has been fully laid out. Use Machine-Assisted Predictive Analytics to Capture Your Customer’s Heart, Mind, and Pocketbook!

Employee engagement 170

Employee engagement Consulting Consulting Enterprise 170

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. Kirk Chewning.

Call Center 182

Call Center Analytics First call resolution Metrics 182

Callminer

MARCH 9, 2020

Integrate wider analytics tools into your scheduling solutions for better operational insights. “With integrated analytics software you’ll be able to better forecast agent numbers. Analytics data will be able to show you things like call volume trends, topics of calls, quality of calls and more. .”

Best practices 182

Best practices Call Center Analytics 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

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

Cisco - Contact Center

FEBRUARY 1, 2021

Sheila McGee-Smith , Principal Analyst, McGee-Smith Analytics. Four Journeys, One Destination: The Cloud [White paper] , a white paper following four compelling customer cloud migration stories, by McGee-Smith Analytics.

Contact Center 85

Contact Center Transportation Customer Experience Wireless 85

Fonolo

APRIL 24, 2018

They commissioned Zogby Analytics to ask questions about the modern customer experience to two distinct groups: consumers and business decision makers (BDMs). Over 80% of respondents said there will be an increase in the use of interaction analytics, continuing a trend that has seen growth in use of this tech from 9.2%

Contact Center 99

Contact Center Call Center Self service Surveys 99

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

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.

Call Center 265

Call Center Customer Service Scripts Coaching 265

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

Talkdesk

DECEMBER 1, 2020

Reporting & Analytics: How an organization analyzes real-time and historical data to drive decisions and generate better business outcomes. Feedback: How an organization delivers customer surveys, collects responses, and analyzes and implements changes based on results.

Contact Center 104

Contact Center Benchmark Enterprise Customer centricity 104

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.

Management 273

Management Customer Experience Customer Service Coaching 273

ConvergeOne

JUNE 21, 2022

WEM solutions incorporate combinations of call recording, quality assurance, workforce management, speech analytics, e-learning and analytics. Advancements in artificial intelligence (AI) and machine learning, coupled with analytics and transcription, can systematically evaluate more without human intervention. Can’t wait?

Management 63

Management Contact Center Coaching Analytics 63

Centriam Customer Experience Lab

AUGUST 23, 2018

Centriam’s Data Science team recently authored a new white paper on the massive opportunities for modern machine learning algorithms to improve customer experience. Imagine if you could increase your save rate, upsell attachment, or survey completion rate by 62%!

Customer Experience 60

Customer Experience Upselling Analytics Surveys 60

ConvergeOne

AUGUST 9, 2022

With more agents working from home, analytics tools can pull in the right information based on what is being said during the call or what applications an employee would be using. Download the full white paper below. WHITE PAPER] Six Steps to Engaging + Empowering Agents with Workforce Engagement Management.

Management 71

Management Contact Center Metrics Wait times 71

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