Uniphore

JULY 1, 2021

Jacada reports that contact center employees are increasingly resorting to social networks to both vent out and seek help from peers. Sheila McGee-Smith, President & Principal Analyst, McGee-Smith Analytics, LLC, asks. “As Increasingly, companies listen to their customers on social media, but what about their employees?”

Social Media 218

Social Media Contact Center Customer Experience CX 218

Intercom

APRIL 10, 2024

AI Analyst first: Leaders experience AI first. An AI Analyst proactively delivering insights to them. AI Analyst first: Leaders experience AI first, with insights proactively delivered to them The transformation of customer service is not limited to customers and human agents. Instant, accurate answers.

AI 59

AI Customer Service Customer Satisfaction Technology 59

Fonolo

MARCH 2, 2023

Even though they’re behind the scenes, they’re really important for having a good self-service experience.” – Blair Pleasant, President & Principal Analyst at COMMfusion Self-service is empowering The best self-service empowers agents and creates a positive experience for both agents and customers. “I

Contact Center 141

Contact Center Artificial Intelligence Sentiment Analysis AI 141

Customer Think

DECEMBER 1, 2022

References to Customer Experience are everywhere, from annual reports and analyst calls to job descriptions and performance appraisals to business plans and operating procedures.

CX 69

CX Customer Experience 69

Zendesk

JANUARY 29, 2024

The Gartner Magic Quadrant for the Customer Engagement Center (CEC) and accompanying Critical Capabilities report provides valuable information for business leaders looking for technology solutions that best meet their current and long-term needs. Every year, Gartner evaluates vendors in the customer service and support space. in 2021). .”

CRM 52

CRM Technology Technology Customer Service 52

Intercom

FEBRUARY 1, 2024

We’ve just published The Intercom Customer Service Trends Report for 2024 , surveying more than 2,000 customer service professionals across a range of locations, roles, and company sizes to take the temperature of the industry at this critical moment. ?️ I think we’ve crossed the threshold in 2023.”

Customer Service 97

Customer Service AI Technology Technology 97

Inside Customer Service

JANUARY 20, 2022

Judy Weader is a senior analyst at Forrester who researches the field of customer experience (CX). Both Bliss and Weader agree that a CCO doesn't necessarily need departments reporting to them such as customer service, marketing, or sales. "I The book, Chief Customer Officer 2.0 , spells out in great detail the role of the CCO.

Contact Center 130

Contact Center CX Sales Customer Experience 130

Intercom

SEPTEMBER 12, 2023

Here are his thoughts on the development of customer service roles: Conversation Analyst The wonder of AI bots is their ability to converse in a natural, human way. Using AI-powered analysis, conversation analysts can surface key customer feedback that will impact every team in your company.

AI 59

AI Engineering Start-ups Customer Service 59

Uniphore

AUGUST 6, 2021

Sheila McGee-Smith, Leading CX Industry Analyst – McGee-Smith Analytics, discusses the importance of curated knowledge. According to a Calabrio report on the health of the contact center, 60 percent of agents said they needed better tools to handle increasingly complex customer interactions. Drowning in Complexity.

Contact Center 246

Contact Center Social Media Artificial Intelligence Voice of the Employee 246

TeamSupport

NOVEMBER 15, 2023

Consider some of these new roles in customer support team leadership: Content Creation Content Author: write new knowledge base content Curriculum Designer: create training curriculum and materials for self-paced and instructor led training Editor: ensure that the content is consistent in style, grammar, accuracy, and formatting UX Design Knowledge (..)

Engineering 105

Engineering Customer Satisfaction AI Technology 105

Fonolo

OCTOBER 20, 2020

Read the Full Report, FREE: Download The State of the Contact Center in 2020 Industry Report. You can download the complete report for free here. In last year’s Contact Center Trends 2020 report, we predicted that there would be a mass migration to the cloud over the coming years. Good times. This surprised us at first.

Contact Center 126

Contact Center CX Education Start-ups 126

Lumoa

JANUARY 19, 2023

Customer Experience Manager / Director This leadership role is responsible for overseeing the CX team, setting up the key processes and goals, establishing relationships with the rest of the organization, reporting to executives and board. They also need to be able to make sense of them, build reports, and recommend actions.

Net Promoter Score 94

Net Promoter Score Customer Experience NPS Start-ups 94

Lightico

JANUARY 28, 2024

This isn’t just about converting physical paperwork into digital files; it’s about comprehending the nuances of income statements, dissecting the intricacies of credit reports, and extracting critical details from the available records. IDP offers a radical departure from this norm.

Finance 52

Finance AI Artificial Intelligence Data Entry 52

Lumoa

DECEMBER 19, 2023

Around 30% of IT professionals worldwide have reported that their organizations are witnessing time-saving benefits thanks to implementing new AI and automation software. Analysts might also assign a numerical score to indicate the intensity of sentiment. However, this manual sentiment analysis has its limitations and challenges.

Sentiment Analysis 83

Sentiment Analysis AI Machine Learning Social Media 83

Uniphore

JULY 30, 2021

Report on the KPIs for each of those variants. With drag and drop tools to design the data model and custom dashboards, your citizen developers and data analysts can help you run experiments and scale your agile operation in no time. Hypothesize on ways in which you can improve your KPIs. Each experience rolls out with A/B variants.

Innovation 246

Innovation CX Contact Center NPS 246

Fonolo

FEBRUARY 11, 2020

A few weeks ago, our CEO, Shai Berger , sat down with Peter Ryan, Principal Analyst and Founder of Ryan Strategic Advisory , to discuss the state of the contact center going into the new decade, and how the industry is expected to develop in the coming years. NEW REPORT – Call Center Trends 2020: A New Age for the Contact Center.

Contact Center 98

Contact Center AI Omnichannel Technology 98

Fonolo

NOVEMBER 10, 2020

Read the Full Industry Report Here: The State of the Contact Center in 2020. We’ve spoken to the experts for our State of the Contact Center 2020 report. ” — Sheila McGee Smith , Contact Center Industry Analyst. . ” — Sheila McGee Smith , Contact Center Industry Analyst. There was no deliberating.

Contact Center 135

Contact Center CX Technology Technology 135

Fonolo

JANUARY 18, 2022

Industry Report: State of the Contact Center 2022. You can read the full report here , but here are some quick highlights! – Blair Pleasant, President & Principal Analyst at COMMfusion. – Blair Pleasant, President & Principal Analyst at COMMfusion. But what lies in store for contact centers in 2022?

Contact Center 81

Contact Center Omnichannel Technology Technology 81

Confirmit

NOVEMBER 26, 2020

In this report, Forrester’s analysts lay out clear strategies to help you assemble a complete picture of the value customers derive from you. Download the report so you can: Identify what matters most across four dimensions of value; economic, functional, experiential and symbolic. Download the report now.

Voice of the Customer 52

Voice of the Customer 52

Fonolo

NOVEMBER 24, 2020

Read the Full Industry Report Here: Contact Center Trends 2021. Read the Full Industry Report Here: Contact Center Trends 2021. ” — Blair Pleasant , C ontact Center Industry Analyst & Consultant at BCStrategies. Their insights were varied and detailed, but we kept hearing one word again and again: empathy.

Contact Center 159

Contact Center NPS CX Customer Service 159

Logicalware

JANUARY 19, 2024

The current state of repair services In the aftermath of the COVID-19 pandemic, Housemark reports a one-third increase in repair completion times, strongly correlating with a decline in tenant satisfaction levels. Additionally, 15% of tenants have reported that their repair requests have gone unanswered.

Technology 52

Technology Technology Compliance Omnichannel 52

Confirmit

NOVEMBER 26, 2020

Well, the analysts at Omdia believe that advanced Experience Management (EXM) platforms are vital sensing mechanisms that fulfill several critical purposes: Help enterprises fine-tune operations and processes. Download the report now. Voice of the Customer Analyst Insight. But you knew that already. What can you do about it?

AI 52

AI Voice of the Customer Customer Experience 52

Fonolo

JANUARY 31, 2018

Below are some of the reports that we have found most interesting. They consistently produce data-rich, unbiased reporting. Their “Inner Circle Guide to Self-Service” was included in our last report round-up post.) Who wrote it: Sheila McGee-Smith (one of our Call Center Top Analysts ), sponsored by NICE.

Contact Center 141

Contact Center Machine Learning Finance Healthcare 141

ClearAction

NOVEMBER 16, 2023

Another hindrance to manager participation is VoC reporting. VoC dashboards and reports commonly emphasize customer-facing issues and apparent safe zones. We created more than 50 separate VoC reports to give each line of business their own cut of the data. We updated customers as promised.

VOC 62

VOC B2B Close the Loop Non-Profits 62

Intercom, Inc.

MAY 18, 2021

Hence they look to industry analysts to explain what’s going on in their area, so they can learn about what’s changing in the industry, and what new tools and technologies have emerged. People have grown jaded by claims about “ email, reinvented ”, “ project management, reinvented ”, and the like.

Customer Retention 210

Customer Retention Business Growth Customer Satisfaction Technology 210

Zendesk

NOVEMBER 14, 2022

So as the World Bank continues to report economic slowdowns that we may feel at global or national levels, or within our communities and workplaces, we may wonder how best to proceed, to protect what we have, and where to make investments. This matters.

Customer Service 98

Customer Service Customer Expectations CX AI 98

VOZIQ

NOVEMBER 20, 2023

Value-added services will deliver greater customer experience – Telecom Reseller This report from Omdia, a technology research company, outlines the key factors that will shape the future of exceptional broadband service.

Predictive Analytics 52

Predictive Analytics Customer Retention AI Social Media 52

Confirmit

DECEMBER 2, 2020

Fortunately, the analysts at Gartner have done a lot of the legwork and have released their Magic Quadrant for Voice of the Customer report. Ready to read the full report? Voice of the Customer Analyst Insight. And we believe, that means that choosing the right Voice of the Customer vendor is a significant decision.

Voice of the Customer 52

Voice of the Customer VOC Customer Loyalty Technology 52

MyCustomer Experience

FEBRUARY 17, 2022

In this blog I Iook at the recently published 2022 Agent Management Value Index Report [i] from analyst. HAre you asking the right questions? 17th Feb 2022. By Ross Daniels.

52

52

MyCustomer Experience

FEBRUARY 17, 2022

In this blog I Iook at the recently published 2022 Agent Management Value Index Report [i] from analyst. SAre you asking the right questions? 17th Feb 2022. By Ross Daniels.

52

52

Fonolo

JANUARY 18, 2018

Three years ago Gartner reported that by 2018, more than 50% of organizations would implement significant changes in their efforts to improve the customer experience. Here’s Fonolo’s 4 th annual list of Top Analysts Covering the Customer Experience for 2018! DOWNLOAD THE FREE 24 PAGE REPORT TODAY. My thoughts?

Customer Experience 0

Customer Experience Social Media Contact Center Customer Feedback 0

Fonolo

APRIL 10, 2019

Reporting from Five9’s analyst summit last week, analyst Sheila McGee-Smith tweeted a dramatic statement from CEO Rowan Trollope. ” ) The CEO of RingCentral found an impactful way to demonstrate this at the RingCentral analyst event last week. That image is via analyst Blair Pleasant’s write-up.

Contact Center 98

Contact Center CRM Gaming Customer Service 98

Fonolo

FEBRUARY 9, 2023

slas #contactcenters Click To Tweet Some analysts say that 80/20 principle was “hard-wired” into the original call center platforms made by Rockwell in the 1970s. 3 Problems with the 80/20 Service Level for Contact Centers The case against worshipping service level has been made by many contact center analysts and industry veterans.

Net Promoter Score 142

Net Promoter Score Contact Center Compliance Customer Satisfaction 142

Fonolo

MAY 1, 2019

Analyst Zeus Kerevala speculates that there must be other suitors: “At this relatively low valuation compared to revenue, Avaya is surely an attractive target for other private equity firms, too. On the Mitel side, I’ll let analyst Robyn Gareiss explain : “Take contact center alone. DOWNLOAD THE FREE 25-PAGE REPORT TODAY </p.

Contact Center 99

Contact Center Entertainment Omnichannel CX 99

Fonolo

OCTOBER 4, 2017

For a great summary check out analyst Dave Michels’ post Avaya Bouncing Back…Maybe. Analyst Sheila McGee-Smith dives into the details of the PSA in this post from August: Avaya Takes Critical Next Step in Bankruptcy Process. DOWNLOAD THE FREE 11 PAGE REPORT TODAY. Avaya Did Good with their Spotlight Moment This Week.

Contact Center 173

Contact Center Legal Gaming Customer Satisfaction 173

Zendesk

OCTOBER 4, 2022

According to the Cisco Cybersecurity Report Series 2020 , 40 percent of organizations suffer from cybersecurity fatigue—defined as virtually giving up on proactively defending themselves against malicious actors. In addition, a 2020 World Economic Forum report ranked the United States 10th in cyber risk literacy and education.

Education 52

Education Start-ups Customer Expectations Technology 52

Fonolo

NOVEMBER 1, 2017

The 2017 edition of the Magic Quadrant report for cloud-based contact centers was released by Gartner last week. Gartner’s Report. The other ten vendors included in the report are 8×8, Evolve IP, Five9, Nice inContact, Serenova, TeleTech, West, Aspect, BroadSoft and Genesys. DOWNLOAD THE FREE 39 PAGE REPORT TODAY.

Contact Center 138

Contact Center Innovation Technology Technology 138