Verint

MAY 29, 2015

Can you remember the last time you experienced a customer service call that actually left you satisfied? When a service interaction is seamless, that moment lives on in a customer’s mind—and it sets the expectation for how all future experiences should go.

Big data 44

Big data Personalization Customer Service Management 44

Callminer

JULY 15, 2019

Employee Engagement Trends of 2019 featuring nGuvu. Employee engagement is a persistent problem at contact centers, as evidenced by high employee attrition rates, flat or declining sales, increased customer service complaints, and increased compliance violations. Register for 9am BST Session .

Telecommunications 28

Telecommunications Contact Center Analytics Employee engagement 28

ClearAction

JUNE 8, 2015

Originally published on IBM Big Data & Analytics Hub. Employee Engagement: Living Your Brand Promise. Customers First, or Employees First ? Employee Engagement in Balanced Scorecards. We all want to win with customers. Let's set up our CX teams for success.

Customer Experience 94

Customer Experience Chief Customer Officer Customer centricity Employee engagement 94

ProProfs Blog

JANUARY 30, 2020

This way, your operators can dodge the issues that they may face during customer engagement. 62% of retailers report that the use of information (including big data) and analytics is creating a competitive advantage for their organizations. Employee engagement and customer experience go hand-in-hand. In 2018, 46.5

B2B 204

B2B Banking Employee engagement Personalization 204

TechSee

AUGUST 7, 2024

Today, CXA encompasses various technologies such as AI, machine learning, and big data analytics to provide personalized and efficient customer experiences. Ensure Data Security and Compliance: Implement robust security measures to protect sensitive customer data.

Customer Experience 124

Customer Experience Customer Service Interactive Voice Response Chatbots 124

GetFeedback

SEPTEMBER 6, 2018

And when customers are happy, employees are happy. How employee engagement and satisfaction impact end customers. Consider data from of the top industry leaders in employee experience: Starbucks. 87% of customers’ affinity toward Starbucks is because of the way the company treats its employees.

Customer Experience 68

Customer Experience Employee engagement Surveys Big data 68

Branch Mesenger

MAY 2, 2018

In many instances, you can’t talk about how a business succeeds without first laying the foundation for customer service practices designed around a measurement of employee satisfaction and engagement. Using Big Data to Make Leadership Advances in the Workplace. They were absolutely spot on.

Engineering 74

Engineering Morale Employee engagement Big data 74

Vcaretec

JUNE 6, 2022

Connect: @AnnaSabryan Greg Sherry Bio: Software marketing VP | Tweet about Marketing, Customer Service, Customer Experience, Analytics, Big Data. Passionate about customer service, and interested in cars & apologetics Connect: @PeterLavers Greg Levin Bio: Employee engagement and customer experience writer, speaker, and humorist.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

TechSee

MARCH 7, 2019

With this in mind, Gartner’s “ How CEC Agents Could Benefit From Having a Digital Buddy ,” recommends that contact centers invest in technology strategies that not only drive operational performance, but that boost agent engagement and satisfaction. Today’s limited Virtual Employee Assistants.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

Calabrio

FEBRUARY 24, 2020

In an industry making great strides with big data, analytics, AI and ever-expanding digital pathways and possibilities, we should always keep sight of one thing: customer service organizations adopting Workforce Engagement Management (WEM) solutions put people first.

Management 12

Management Big data Analytics Employee engagement 12

Mindtouch

FEBRUARY 16, 2017

With the e-commerce environment today and the ubiquitousness of data and access, the 4Ps must become the 5Ps , adding “people” to the mix. People emerges as both customer experience and employee engagement. They can drill down and analyze data to the Nth degree and create a personalized experience accordingly.

Real estate 48

Real estate Big data Upselling Self service 48

Call Journey

MARCH 26, 2020

As a solution, organizations continue to turn to AI, machine learning, NLP and ultimately the production of big data to monitor and analyze performance. A recent assessment showed that just in the U.S A specific COVID-19 App, which allows customers to get a quick, real-time pulse on customer sentiment and emotion around COVID-19.

Analytics 52

Analytics Employee engagement Contact Center Big data 52

Comm100

SEPTEMBER 22, 2016

How to Revolutionize Customer Employee Engagement with Big Data and Gamification by Rajat Paharia. focuses on how to use big data and gamification to engage your customers more than ever before. Loyalty 3.0:

Customer Service 78

Customer Service Gamification Consulting Consulting 78

Balto

JANUARY 14, 2025

But modern analytics goes beyond basic metricsit leverages technologies like call center data science, machine learning models, and big data to provide deeper insights. Predictive Analytics: Uses historical data to forecast future events like call volumes or customer churn. What is contact center big data analytics?

Call Center 52

Call Center Analytics Average Handle Time Big data 52

ProProfs Blog

JUNE 30, 2020

How to Revolutionize Customer Employee Engagement with Big Data and Gamification. Rajat Paharia talks about creating a human motivated system that helps you boost consistent engagement among partners, employees, and customers. Loyalty 3.0: Author: Rajat Paharia. Goodreads Rating: 3.8/5.

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Coaching 128

Verint

JUNE 6, 2017

As discussed in a recent blog post by Laurie Wickham, the 2017 Verint Engage Global Customer Conference took place recently in Orlando, Florida with attendees from 17 countries and a variety of industries.

Employee engagement 34

Employee engagement Quality management Analytics Best practices 34

Russel Lolacher

NOVEMBER 28, 2022

And you don’t know, you know, I’m not a big data guy. One of the things I’m trying to hammer home, oh, hammer home a lot with my talking about employee engagement is that missing middle, I know, that gets used a lot with housing. Russel Lolacher.

Government 98

Government Employee engagement Management Personalization 98

Lumoa

OCTOBER 31, 2018

Some hints: big data, omnichannel, personalisation, AI and organizational culture. Many organizations are currently enamoured with the promise of technology and big data. It’s too easy to overlook the employee engagement and try to deploy CX outside of an holistic organisational approach.

Customer Experience 60

Customer Experience Customer centricity Education Consulting 60

Natalie Petouhof

FEBRUARY 28, 2016

Using these scorecard workspaces, users can visually and automatically identify answers to employee engagement questions, such as: Which employees are meeting and exceeding goals and which areas need improvement? Is the performance of employees consistent across time? Where is performance improving and declining?

Gamification 45

Gamification Management Analytics Metrics 45

Comm100

MARCH 27, 2023

By allowing a chatbot to handle the most time consuming and unrewarding work, agents can focus their time on more engaging questions and tasks. This in turn helps schools improve employee engagement and even reduce agent turnover.

Education 79

Education Chatbots Wait times Surveys 79

DMG Consulting

OCTOBER 4, 2017

These solutions, which are essentially workflow automations, improve staff productivity and quality, enhance the customer experience, and improve employee engagement by eliminating the need for employees to be involved in low-value activities.

Contact Center 48

Contact Center Virtual Agent Self service Chatbots 48

Natalie Petouhof

JUNE 9, 2016

The six areas are: increased revenue through new products and services; enhanced communications, marketing and public relations; improved employee engagement; better business cost efficiencies; expanded business value in customer service; and heightened senior leadership and board member business guidance.

Technology 45

Technology CRM Customer centricity Analytics 45

CSM Magazine

JUNE 21, 2018

Research shows that high employee engagement leads to better customer engagement. With employee disengagement at all time negative levels companies are in peril right in the starting gate. Great service is an inside-out process that begins with employee satisfaction and loyalty. Ignorance Is Bliss.

Customer Experience 40

Customer Experience Airlines Big data Technology 40

Natalie Petouhof

DECEMBER 14, 2015

Digital Capabilities Drive Business Results: Digital capabilities drive business results in key areas such as improving the customer experience, boosting employee engagement or enhancing internal operations.

Enterprise 40

Enterprise Surveys Customer centricity Technology 40

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Acting on negative feedback will strengthen customer engagement and sharing and acting on positive feedback will strengthen employee engagement. Just as change must be demonstrated, employees also should be empowered to take action where necessary in order to be a part of building the culture.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

delighted

JANUARY 7, 2020

Fueled by big data, AI is reshaping how brands scale their businesses, improve product offerings, and connect with customers. Typically, happy employees are more likely to refer your company as both a place to purchase from but also a place to work. Survey your customers for employee feedback.

Customer Experience 40

Customer Experience Surveys Feedback Marketing 40

Verint

MARCH 29, 2018

and author of Before Happiness and The Happiness Advantage, will be a keynote speaker at the Verint Engage global customer conference at the Sheraton Dallas Hotel May 14 – 17. Achor will present “Big Potential: How Transforming the Pursuit of Success Raises Our Achievement, Happiness and Well-Being” on the morning of Wednesday, May 16.

Big data 23

Big data Journey mapping Customer Experience Management 23

Fonolo

NOVEMBER 17, 2020

Keeping employees motivated is a challenge in every industry. 70% of business transformation efforts fail due to a lack of employee engagement. Gamification guides and reinforces high-value activity by capturing employee performance data and, in turn, using that data to motivate them with rewards and points.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176