VocalCom

MAY 21, 2018

Big data can be used in many ways to provide proactive service. For example, it may reveal weak points in the contact center such as long average handling times or low rates of first contact resolution. In addition, big data can help brands understand their customers’ habits, such as buying preferences.

Customer effort 48

Customer effort Technology Interactive Voice Response Big data 48

Avaya

AUGUST 2, 2017

They’re challenged with evolving from legacy hardware to a services-based ecosystem that supports digital drivers like cloud, mobile, big data analytics, and social. It is clear that businesses understand the importance of digital transformation, yet they’re struggling to go from vision to execution.

Enterprise 63

Enterprise Big data Analytics Technology 63

VocalCom

AUGUST 6, 2018

By working closely with big data and even principles of behavioral psychology, artificial intelligence can help brands find their target audience more effectively and transform the quality of the customer experience. However, artificial intelligence has the capacity to deliver more than just direct customer service.

Customer Experience 48

Customer Experience Chatbots Big data Contact center software 48

Calabrio

JANUARY 6, 2016

But call centers obviously aren’t just for calls anymore—you have email, chat, social media, even texts to manage, too. In 2020, you’ll probably have more channels, and your contact center must be flexible enough to support all of them. Prediction #5: Customers live and buy in an omni-channel world.

Contact Center 53

Contact Center Analytics Wireless Self service 53

Avaya

SEPTEMBER 7, 2017

Take action on data analytics: By “data analytics,” we mean customer journey analytics: data collected across all lines of business to support a powerful, real-time visualization of the customer journey.

Customer Experience 67

Customer Experience Contact Center Analytics Finance 67

VocalCom

MARCH 11, 2019

When companies use big data to analyze their customers’ habits and preferences, it’s often the structured, quantitative kind that is considered. Customer sales data and contact center KPIs such as the Net Promoter Score may provide valuable information, but such numbers reveal little about your customers’ feelings and expectations.

Contact center software 48

Contact center software Big data Contact Center Customer centricity 48

VocalCom

JULY 2, 2020

In a study by Harvard , 72% of respondents said frontline customer service teams experienced a higher productivity when directly empowered with data-driven analysis and decision-making. And 69% experienced a higher level of satisfaction and commitment when they could benefit from these capacities in their work.

Contact Center 62

Contact Center Self service Virtual Agent Chatbots 62

VocalCom

NOVEMBER 26, 2018

Big data is another important resource for designing proactive customer experiences. Give your customers the support they need proactively. Live chat is one excellent way to do so. Sending prompt chat invitations when customers are browsing your website is a great way to save them time and effort.

Customer effort 48

Customer effort Average Handle Time Contact center software Interactive Voice Response 48

VocalCom

JULY 30, 2018

In our modern era of big data and artificial intelligence, it may seem that technology holds the key to determining the best ways to engage customers. Every company’s success depends on understanding customers’ desires.

Journey mapping 48

Journey mapping Contact center software Surveys Big data 48

Avaya

MAY 23, 2017

Technologies like Artificial Intelligence, automation, big data, and the Internet of Things have made digital transformation an absolute necessity for organizations.

Customer centricity 42

Customer centricity Contact Center Big data Analytics 42

Avaya

JUNE 9, 2017

They’re challenged with evolving from legacy hardware to a services-based ecosystem that supports digital drivers like cloud, mobile, big data analytics, and social. Businesses understand the importance of digital transformation, yet they’re struggling to go from vision to execution.

Enterprise 41

Enterprise Big data Analytics Customer Experience 41

Comm100

FEBRUARY 16, 2018

This statistic comes from CCW Digital’s latest Winter Executive Report – a report that analyzes the customer service priorities of several organizations to discover the most popular goals and strategies for call centers in 2018. Shep Hyken confesses that he’s tired of the words multichannel and omnichannel support – and he’s not alone.

Customer Service 49

Customer Service Chatbots Journey mapping Multichannel 49

Nuance

OCTOBER 2, 2018

Football is back and that means fantasy football leagues are in full swing. Every owner is searching for the winning combination. While each has their own strategy such as selecting players from their local team (Go Hawks!), every owner is counting on one thing – strong predictions.

Big data 40

Big data Multichannel Interactive Voice Response Call Center 40