TechSee

FEBRUARY 10, 2025

They interpret each customer’s unique situation, respond in their preferred channel (voice, chat, video), and ensure your brand delivers a memorable, human-centered experience at scale. Equipped with advanced reasoning, multimodal capabilities, and naturally empathetic, these agents don’t just dispense answers to common questions.

Customer Service 124

Customer Service Average Handle Time Telecommunications Chatbots 124

AWS Machine Learning

MAY 7, 2024

In this post, we demonstrate how to use enhanced video search capabilities by enabling semantic retrieval of videos based on text queries. Overall, we aim to improve video search through cutting-edge semantic matching, providing an efficient way to find videos relevant to your rich textual queries.

APIs 124

APIs Advertising Entertainment Metrics 124

CX Global Media

JANUARY 15, 2019

When you’re referring to agent performance, that can be referenced in numerous and very different categories – attendance, absenteeism, call metrics, sales metrics, customer satisfaction metrics, schedule adherence, utilization, customer satisfaction, tickets closed, first contact resolution, and so much more.

Contact Center 304

Contact Center Schedule adherence Coaching Metrics 304

AWS Machine Learning

SEPTEMBER 26, 2024

Video generation has become the latest frontier in AI research, following the success of text-to-image models. This text-to-video API generates high-quality, realistic videos quickly from text and images. When extended to videos, this iterative process must be applied to multiple frames, multiplying the computational load.

Scripts 113

Scripts APIs Metrics Management 113

ShepHyken

MAY 3, 2021

(Total Retail) Successful e-commerce customer experience will be personally connected, inspiring and entertaining, video-based, and feel much more “human.”. A video can create an emotional connection. Customer loyalty Vs ROI: Why the metrics of Digital Marketing are changing by Michael Bush.

Customer Service 288

Customer Service Entertainment Banking Marketing 288

Beyond Philosophy

SEPTEMBER 19, 2014

For an executive team that routinely puts numbers before anything else, add in numbers that measure the impact that your efforts in customer experience are having on a particular metric. 5 Ways to Make a Great Impression on Your New Customer Airline Safety Videos: Changing Customer Behavior—for the Better!

Airlines 296

Airlines Consulting Consulting Metrics 296

SharpenCX

DECEMBER 13, 2021

To get you started, we’ve compiled a few useful metrics and tactics to ensure your remote agents are engaged, motivated, and successful in their at-home offices. Hold Routine 1:1s and Feedback Sessions: We all get tired from a calendar that’s overcrowded with video call meetings. Make your Metrics Visible.

virtual call center 128

virtual call center Call Center Metrics Coaching 128

AWS Machine Learning

OCTOBER 9, 2024

Amazon Lookout for Metrics is a fully managed service that uses machine learning (ML) to detect anomalies in virtually any time-series business or operational metrics—such as revenue performance, purchase transactions, and customer acquisition and retention rates—with no ML experience required.

Metrics 84

Metrics APIs Engineering Accountability 84

Beyond Philosophy

JULY 13, 2023

Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos! Social media Data support Ticket data Customer satisfaction metrics. The issue was the AI didn’t pinpoint why the customers were leaving. Here’s the thing: AI models are outstanding at predicting customer behavior.

Customer emotions 359

Customer emotions Education Customer Experience Analytics 359

AWS Machine Learning

OCTOBER 28, 2024

Examples include financial systems processing transaction data streams, recommendation engines processing user activity data, and computer vision models processing video frames. A preprocessor script is a capability of SageMaker Model Monitor to preprocess SageMaker endpoint data capture before creating metrics for model quality.

Scripts 99

Scripts Metrics Engineering Analytics 99

ShepHyken

NOVEMBER 20, 2020

So, you need to have the best resources – guides, videos, tutorials – available. NPS is a customer satisfaction metric that can help you evaluate the quality of your service. Empowering instead of directing employees increases job satisfaction and quality of service. Track and Measure Key Customer Service KPIs.

Customer Service 375

Customer Service Chatbots Education Feedback 375

CX Global Media

OCTOBER 15, 2018

If you’re a customer experience focused organization, there are a few core metrics that can differentiate you from everyone else – customer effort and first contact resolution top the list. But when considering these two metrics specifically, some things that impact these metrics can be out of your control. Is that correct?

Customer Experience 211

Customer Experience Abandon rate Contact Center Coaching 211

CCNG

JUNE 8, 2022

Video communication training systems for front-line agent training, meetings, and one-on-one coaching ? ? ?Due Due to cost and the fact that many contact center agents worked in the center (with in-person training), most video training systems often were reserved for contact center leadership rather than front-line agents. ?

Contact Center 195

Contact Center CCNG Gamification Coaching 195

Callminer

NOVEMBER 13, 2018

With this implementation, the team realized impressive improvements in key metrics associated with First Associates’ business objectives such as 25% improvement in call verification and 20% increase in payment collection rates.

First call resolution 260

First call resolution Analytics Sales Metrics 260

ShepHyken

MAY 7, 2021

Having in-app messaging can help you handle onboarding queries, quickly resolve queries, educate users about core features and give them access to self-help guides, video tutorials, FAQs, etc., Your agents can manage chat requests better during volume spikes and review conversational metrics to make data-driv en decisions. .

Personalization 231

Personalization Customer Experience Chatbots Metrics 231

ChurnZero

JUNE 17, 2022

To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding. Onboarding metrics serve two main purposes. Basing onboarding metrics on your internal operations can produce false positives.

Metrics 98

Metrics SaaS Surveys Self service 98

TechSee

OCTOBER 17, 2024

By incorporating visual elements such as images, videos, and augmented reality (AR) into customer interactions, businesses can provide more personalized and effective support. Continuous monitoring and analysis of performance metrics are essential for optimizing the implementation of visual service and AI.

First call resolution 109

First call resolution Telecommunications Wait times Feedback 109

Beyond Philosophy

JANUARY 2, 2019

You could send them our podcast , have your coworkers listen to other podcasts or watch videos about Customer Experience. Have a metric for every member of your team, from Sales to HR to IT tied to Customer Experience improvement, and you will have every member of your team working to improve the Customer Experience.

Customer Experience 390

Customer Experience Consulting Consulting Education 390

CX Accelerator

OCTOBER 21, 2019

A Unified Communication/Video Tool. However, video & chat have been a must-have for me for the last seven years--especially as a remote employee. And when the need arises, we can easily switch a brainstorm session from IM to a video meeting with screen share in a matter of seconds. Image Source: , Asana Youtube Channel.

Customer Experience 208

Customer Experience Journey mapping Education Accountability 208

CSM Magazine

JANUARY 20, 2025

Instant communication, visual options (images, videos), and the ability to respond anytime, anywhere, make it one of the most customer-friendly channels available today. Here are a few practical uses of media in customer service: Send video tutorials to guide customers on how to use a product.

Customer Service 52

Customer Service Metrics Accountability Analytics 52

ShepHyken

JANUARY 11, 2021

Annet Franz and Bruce Temkin, two of the leading experts in CX and measuring the success of the customer’s journey, weigh in with their opinions and ideas on this interesting and valuable metric. And each comment includes a short video. How to Foster Customer Loyalty in a Digital Age by Bryan Osorio.

Customer Service 250

Customer Service Customer centricity Customer Experience Metrics 250

TeleDirect

APRIL 7, 2025

Provide Access to Ongoing Learning Resources Offer e-learning platforms, video tutorials, and knowledge bases for continuous self-improvement. Use Metrics to Evaluate Training Effectiveness Track KPIs like first-call resolution, customer satisfaction (CSAT), and average handling time (AHT) to assess performance improvements.

Call Center 62

Call Center First call resolution Best practices Gamification 62

CX Accelerator

OCTOBER 26, 2019

Others collect travel experiences, dolls, toys, electronics, video games. Virtual collecting is also very popular in mobile video games. As a CX leader in the video games space, my job is to remove roadblocks so that players can keep doing what they love—collecting things in their favorite game. All humans like to collect.

Customer Service 182

Customer Service Consulting Consulting Metrics 182

CX Accelerator

OCTOBER 26, 2019

Others collect travel experiences, dolls, toys, electronics, video games. Virtual collecting is also very popular in mobile video games. As a CX leader in the video games space, my job is to remove roadblocks so that players can keep doing what they love—collecting things in their favorite game. All humans like to collect.

Customer Service 182

Customer Service Consulting Consulting Metrics 182

CSM Magazine

NOVEMBER 27, 2024

This includes FAQs, how-to guides, video tutorials, and community forums – these all add layers of support that allow users to find answers on their own. Think about how Adobe, for example, provides a mix of user forums, detailed documentation, and video tutorials to help users troubleshoot without needing to contact customer support.

Customer Service 52

Customer Service Self service Metrics Chatbots 52

TechSee

OCTOBER 28, 2020

However, more recently, the focus on remote support has been increasing, driven mainly by the rising expectations of customers, the growing complexity of cases, and the emergence of new technologies such as IoT diagnostics, video, AR and computer vision AI. Coffee Crew and Espresso Enterprise are both offering remote support. The difference?

Enterprise 159

Enterprise Contact Center Metrics Technology 159

ShepHyken

OCTOBER 21, 2019

Retail Customer Experience) Which single metric correlates most strongly with a brand’s retail success? ” BONUS VIDEO. This video is a … MUST WATCH! If you haven’t thought about CS (and even if you have), you should read this article. Well, they do. And so can you by focusing on “Moments of Meaning.”

Customer Service 198

Customer Service B2B CRM Customer centricity 198

AWS Machine Learning

MARCH 11, 2025

The Amazon Nova family of models includes Amazon Nova Micro, Amazon Nova Lite, and Amazon Nova Pro, which support text, image, and video inputs while generating text-based outputs. How do Amazon Nova Micro and Amazon Nova Lite perform against GPT-4o mini in these same metrics? Each provisioned node was r7g.4xlarge, get("message", {}).get("content")

Benchmark 94

Benchmark APIs Enterprise Scripts 94

CCNG

OCTOBER 18, 2023

The conversation revolved around the importance of maintaining this equilibrium while emphasizing the need to put people at the forefront of these numerical metrics. Embracing Humanity in the Numbers In conclusion, Dan stressed the significance of balancing EX, CX, and Financial Strength while embracing the human aspect within these metrics.

Contact Center 195

Contact Center CCNG Metrics Customer Experience 195

Call Center Weekly

FEBRUARY 21, 2018

This will expand the number of metrics you can leverage as ways to compete. The true leaders in this space will have the ability for agent to earn badges (like a video game) for completing certain performance milestones and ideally allow individual agent to initiate competition with their peers without involved any member of leadership.

Gamification 180

Gamification Best practices Contact Center Metrics 180

ShepHyken

MAY 25, 2020

Rather, consider it a key metric to guide and improve customer retention strategy and retention rate. 7 Effective Ways to Use Video in Email Marketing by Téa Liarokapi. Business2Community) Email marketing and video are two services that can be combined and provide great results, because one is engaging and the other is cost-effective.

Customer Service 157

Customer Service Customer retention Contact Center Marketing 157

ShepHyken

MAY 7, 2021

Having in-app messaging can help you handle onboarding queries, quickly resolve queries, educate users about core features and give them access to self-help guides, video tutorials, FAQs, etc., Your agents can manage chat requests better during volume spikes and review conversational metrics to make data-driv en decisions. .

Personalization 176

Personalization Customer Experience Chatbots Metrics 176

CCNG

MARCH 30, 2022

The supervisor gets the agent on the video platform, and the agent wants to talk. As the agent and the supervisor connect and talk across the video conferencing platform, the supervisor suddenly realizes that the coaching hasn’t taken place. The agent wants to connect with their supervisor and have a conversation. What could be wrong?”

Coaching 195

Coaching CCNG Average Handle Time Contact Center 195

CX Accelerator

OCTOBER 21, 2019

A Unified Communication/Video Tool. However, video & chat have been a must-have for me for the last seven years--especially as a remote employee. And when the need arises, we can easily switch a brainstorm session from IM to a video meeting with screen share in a matter of seconds. Image Source: , Asana Youtube Channel.

Customer Experience 182

Customer Experience Journey mapping Education Accountability 182

Interaction Metrics

MARCH 27, 2025

At Interaction Metrics, our approach to increasing customer retention is informed by the real problem with most customer feedback surveys: theyre impersonal, ineffective, and often ignored. Customer Lifetime Value (CLV) Next, we have customer lifetime valueor as we like to call it, “the big-picture metric.” Lets dive in!

Customer retention 62

Customer retention Metrics Surveys Advertising 62