Beyond Philosophy

AUGUST 15, 2019

Peppers says there are two different types of data that feed your metrics: Voice of Customer (VOC) Data: Peppers calls these metrics interactive data, meaning your customer interacts with you through a poll. Some examples are Net Promoter Score ® (NPS) or Customer Satisfaction surveys.

Metrics 312

Metrics Finance Surveys Consulting 312

VocalCom

AUGUST 26, 2019

Big data has been a buzzword in the customer service industry for some time now. As every brand knows, all data—big and small—can be applied in some manner to drive sales and improve customer service. After all, understanding your customers’ habits is key to knowing how to satisfy them. Web analytics.

Big data 48

Big data Customer Experience Abandon rate Contact center software 48

VocalCom

AUGUST 7, 2017

In addition, contact center metrics such as average handling time and first contact resolution provide data on how the customer experience is affected by service practices. Through close examination across channels, brands may use such valuable information to create richer customer experiences.

Big data 48

Big data Customer Experience Average Handle Time Abandon rate 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

Balto

JANUARY 14, 2025

It provides actionable insights into key performance indicators (KPIs) such as average handle time (AHT), first call resolution (FCR), and customer satisfaction scores, which evaluate the effectiveness of call center operations and customer experience. Prescriptive Analytics: Recommends the best actions based on data insights.

Call Center 52

Call Center Analytics Average Handle Time Big data 52

Lumoa

OCTOBER 31, 2018

Our guests have multiple years of experience in managing and consulting customer experience management in global companies and now lead their own businesses helping companies make customers happier. Some hints: big data, omnichannel, personalisation, AI and organizational culture. Three words: voice of customer.

Customer Experience 60

Customer Experience Customer centricity Education Consulting 60

Balto

SEPTEMBER 12, 2023

Conversation Intelligence: Gauging Customer Sentiments Conversation intelligence software uses Natural Language Processing (NLP) and machine learning to gauge customer sentiment. This approach has worked in the past, but today, it’s far from being sufficient.

Customer Experience 52

Customer Experience Customer centricity Coaching Analytics 52