Ameyo Callversations

MARCH 1, 2022

The modern call center is highly dynamic and real-time oriented, with advancements being made within the technology realm to improve productivity and oversight. As a result, the role of the call center manager is evolving from focusing on monitoring and support to analytics and active engagement.

Contact Center 52

Contact Center Omnichannel Customer Satisfaction AI 52

Callminer

OCTOBER 11, 2018

In other cases, managers and QA teams are so overwhelmed with other tasks that they don’t utilize important metrics to their full potential, thus losing out on valuable performance and quality insights. From dials to lead submissions, front-end conversions are often the main focus. Back-end conversion rates. Why is that?

Contact Center 561

Contact Center Non-Profits Compliance Start-ups 561

SurveySensum

NOVEMBER 11, 2021

Even though Qualtrics is a top-tier management solution that allows you to create and analyze customer and employee surveys, people still try to switch to different Qualtrics competitors. We will tell you why this is happening and introduce some of the best Qualtrics alternatives, along with their main features, pros, cons, and pricing. .

Sentiment Analysis 52

Sentiment Analysis Text Analytics Close the Loop Machine Learning 52

Fonolo

JANUARY 14, 2020

Not only has technology changed the way we interact with customers, but it’s also massively changed the way we communicate with our peers within the industry. There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content. Blake Morgan.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Execs In The Know

MARCH 22, 2023

Speed and accuracy are two of the main variables we’re always looking to optimize. Sure, we’ve been a company with financial challenges that limited our investment in contemporary omnichannel solutions and other tech stack enablers. Is it a lack of investment? According to numerous studies, nearly 70% of change initiatives fail.

CX 52

CX Contact Center Start-ups Education 52

SugarCRM

OCTOBER 27, 2022

Adrian touched on two main areas in his keynote: why improving CX is urgent and top priorities leaders can take on to create a customer-centric environment. We caught up with Volker Hildebrand, SugarCRM SVP Product Management, and Zac Sprackett, Chief Product Officer, to ask where the big innovations in sales technology can be found.

B2B 26

B2B E-commerce CRM CX 26