The Northridge Group

MARCH 28, 2022

The scope of these observations encompassed the actual call flow, associate call handling, and their use of systems, tools and job aids – all to understand the impediments front-line personnel face in performing their customer service responsibilities. The data was loaded, cleaned, transformed, and analyzed using SQL tables.

Healthcare 128

Healthcare Analytics Contact Center First call resolution 128

Robert Davis

OCTOBER 12, 2017

Artificial intelligence (AI), chatbots, omnichannel, cloud, big data and speech analytics (just to name a few) are disrupting 25 years of traditional thought about customer service. Is the supervisor, who was handling calls yesterday as an associate, getting the right training to effectively lead a team?

Contact Center 48

Contact Center Technology Journey mapping Big data 48

Spearline

JANUARY 23, 2018

But that’s not all… 2018 is going to be The Year of Data Analysis! Big data is here and we have plenty of it. We replicate call flows into your Inbound Contact Centre or Conference Hubs worldwide, every day, every hour, every minute.if

Benchmark 40

Benchmark Call flow APIs Big data 40

CSM Magazine

JULY 28, 2015

Designing mobile hooks, leveraging new APIs to enhance the existing call flow and creating omni-channel content delivery is outside the scope of most call center operations. The challenge for many providers is executing on this vision.

Call Center 45

Call Center Customer Service Call flow Abandon rate 45

JustCall

AUGUST 23, 2022

Businesses are rapidly adopting big data, and artificial intelligence, particularly in response to the pandemic’s pressures. Your field sales agents can make secure calls to customers from your CRM application, which is then routed through the virtual number. Call flows can be set up based on your business needs.

Caller satisfaction 52

Caller satisfaction Entertainment Call flow CRM 52

Natalie Petouhof

FEBRUARY 22, 2016

Backed by a robust set of analytics, Contact Solutions’ personalization engine analyzes and adapts call flow and the pace of interactions based on caller behavior.

Customer Experience 40

Customer Experience Customer Service Self service Analytics 40

Dialer 360

SEPTEMBER 7, 2018

Huge Data Analytics. With today trend towards a big data analytics is also helping thing to automate. Utilize the complex data sets from different sources. As well call center automation software help in improving the call center productivity. This is along with creation of complex call flows.

Call Center 20

Call Center Interactive Voice Response Call flow Analytics 20