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

SugarCRM

OCTOBER 11, 2021

While many tools in the market provide case management and knowledge self-help portals, Sugar Serve provides those tools combined with a rich customer management platform. Sugar Serve is a component of the Sugar platform.

Net Promoter Score 45

Net Promoter Score VOC Case Management Sales 45

Comm100

JANUARY 5, 2022

As with any technology purchase, you need to be confident your making the right choice. The platform offers built-integrations, case management workflows – all built on an open platform that is easy to customize. That way, the right agent will receive the right customer query every time. Read this guide to do this for live chat.

Government 82

Government CRM Omnichannel Case Management 82

SugarCRM

MARCH 14, 2024

How does the CRM integrate with other tools and platforms commonly used in our lead management process? Case Management and Self-Service Does the solution deliver a comprehensive customer record to call center agents that includes data from the sales department?

CRM 26

CRM Compliance Case Management AI 26

Zendesk

FEBRUARY 28, 2023

ZenAI (Support) harnesses the power of GPT-3 technology to generate quick and efficient response suggestions for support tickets. Loopy can easily integrate with Zendesk to capture the ticket ID and connect it to the case management tool–so you can relate the ticket with the agent effort score and feedback provided by the agent.

ML 52

ML Predictive Analytics Machine Learning Construction 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. He also holds educational technology certifications from Apple, Microsoft, and Common Sense Media. Brian Dooley @Brian_Dooley.

Contact Center 561

Contact Center Non-Profits Compliance Start-ups 561

Confirmit

FEBRUARY 16, 2018

Confirmit Go provides a rich experience to executives and front line case managers using their mobiles to quickly identify and manage customer challenges. It’s backed by the power of Confirmit Horizons, the world’s leading technology for multichannel feedback and research. Download the factsheet to learn more.

Case Management 40

Case Management Voice of the Customer Customer Feedback CX 40

Confirmit

DECEMBER 4, 2018

Our program building blocks are: Horizons : Technology platform that underpins our VoC solutions. Accelerators : Templates, processes, and workflows supporting a rapid implementation of the Horizons technology. CRM Integrations and standard action workflows for case management are also available. Survey Designs.

B2B 40

B2B VOC Text Analytics Government 40

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.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Fonolo

FEBRUARY 13, 2019

Our inboxes here at Fonolo HQ are full of great reports covering call center technology and trends. Our favorite chart: Report #2: Contact Center Technology Survey. Key findings: The biggest concerns about deploying cloud technology is security, lack of control, reliability, and TCO. It’s not for lack of material!

Contact Center 57

Contact Center Technology Technology CRM 57

PeopleMetrics

AUGUST 22, 2022

Technology automatically alerts manager if follow-up action is needed. Use your survey tools to determine which surveys will be flagged and sent to managers for review. Case Management. Asking managers to take action on real-time customer feedback adds new work to their days.

Customer Feedback 71

Customer Feedback CX Sentiment Analysis Close the Loop 71

PeopleMetrics

JANUARY 29, 2014

Our surveys generate real-time emails (to read more on that technology, click here ) summarizing customer feedback that are sent to frontline staff and their managers. We encourage our clients to include feedback from the VoC program in regular meetings between employees and managers. 3) Make follow-up a habit.

VOC 96

VOC Sports Voice of the Customer Case Management 96

Execs In The Know

APRIL 23, 2021

Having the proper technology is especially important for employees who are returning to the workforce, but not to the office. An elevations case management system will bring concepts to fruition, and further motivate teammates to contribute ideas.

Innovation 93

Innovation CX VOC Outlook 93

Execs In The Know

MARCH 22, 2023

That’s a convenient excuse that’s no longer applicable, as we’ve secured record IT investment this year, and we will be deploying a new case management tool with embedded analytics, while also making upgrades to our telephony stack. 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

ClearAction

AUGUST 3, 2015

Granted, everyone is doing case management, following up with low survey raters. This type "trades swords and guns (or science and technology) for charm, wit, political and/or financial acumen, and an in-depth knowledge of human nature." Yet action is sorely needed! An alternative to an action hero is a guile hero.

Customer Experience 80

Customer Experience Customer Experience Management Sports Gaming 80

Confirmit

OCTOBER 30, 2018

Hall touts the comprehensive Action Management technology as the most vital piece of the VoC program. With full alert capabilities, advanced case management and task-centered case processing, the Confirmit solution enables prioritization of open items and arms the team with the information needed to take corrective actions.

VOC 40

VOC Net Promoter Score NPS Voice of the Customer 40

SugarCRM

FEBRUARY 26, 2019

What does load us up for the win though, is choosing empowering technology and making it fit beautifully. Yup, the answer is technology. Features to consider: service process and workflow management, case management, service metrics reporting and dashboards, customer satisfaction measurement, self-service.

CRM 43

CRM Social Media Sales Government 43

SugarCRM

DECEMBER 8, 2019

It’s about undergoing a digital transformation by embracing digital technology. Process automation is a prime example of digital technology that needs to be embraced. It’s about digital technology becoming an equalizer against bigger disruptors. It’s about digital technology becoming an equalizer against bigger disruptors.

Customer Journey Map 20

Customer Journey Map CRM Technology Technology 20

1 to 1

MAY 19, 2020

When strategizing the future of your distributed workforce, consider: Real estate needs and costs On-demand technology enablement and security Blending virtual and brick-and-mortar attributed staff. Organizations should be poised to scale fast and invest in technology that allows them to be prepared for the unexpected even faster.

Real Estate 26

Real Estate Contact Center Innovation Case Management 26

Zendesk

FEBRUARY 1, 2021

Shear says that the vacation rental app Airbnb does a good job of leveraging its technology to help others. It’s also enabled IRC to provide long-term case management support to the people that it’s helping to navigate the asylum-seeking process.

Social Media 52

Social Media Government Case Management Sales 52

SurveySensum

NOVEMBER 11, 2021

SurveySensum is an AI-powered end-to-end customer experience management platform that facilitates SMEs and growth-stage businesses to act effectively on your feedback. . Data Management. Other features : CX Management Software, Workforce. It provides a self-service technology that allows you to unravel effective insights.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Close the Loop Machine Learning 52

PeopleMetrics

JANUARY 28, 2021

it's evolved as an industry, and it's obviously become much more technology-driven, and we've certainly followed that and invested a lot in technology. just building on what you said, Kirk, is - you know, technology definitely has changed the whole industry, without a doubt, but the acceptance. I would call it. What was the.

CX 62

CX Pharmaceutical Start-ups Text Analytics 62

Qualtrics

JULY 18, 2019

Use technology. We love what the Qualtrics XM Institute had to say about using technology to close the loop with customers in Operationalizing XM : “…companies should automate and manage a closed-loop process using tools such as ticket management, status updating, and tracking.”. Here are a few ideas.

Close the Loop 49

Close the Loop Government Customer Feedback Construction 49

SugarCRM

JULY 31, 2019

Sugar Serve – An all-new customer engagement center solution designed to streamline case management and issue resolution. That’s our promise to you–we’ll never stop improving on the tools and services that make technology not only useful, but vital to your business. We’ll repeat the process. It’s much more than that.

CRM 25

CRM Innovation Case Management CX 25

Comm100

NOVEMBER 8, 2018

With any technology investment, it’s important to consider the ins and outs, as well as the feasibility of implementation. In this blog post, we’ll break down top types of customer communication channels, and explain some of the use cases for each that will answer these questions.

Social Media 51

Social Media AI Machine Learning Technology 51

SugarCRM

JULY 6, 2021

Sugar Serve features a generous Knowledge Base, instant messaging options, and case management integrations to help users solve their own service issues. While having the right technology that facilitates customer interactions matters, an articulated strategy to use these is equally important.

Customer Experience 29

Customer Experience Artificial Intelligence Data Entry CRM 29

SugarCRM

OCTOBER 27, 2022

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. SugarCRM is digitizing elements across the sales cycle, from case management and documentation all the way to guided customer workflows.

B2B 26

B2B E-commerce CRM CX 26

ClearAction

DECEMBER 31, 2015

“Everyone is doing case management, following up with low survey raters. You can invest in inorganic growth: programs and technologies that entice renewals and evangelism. In a recent #CXO tweet chat these same success factors were discussed as they apply to customer experience teams.” “Growth requires fuel.

Customer Experience 63

Customer Experience Sports Government Customer Experience Management 63

SugarCRM

NOVEMBER 27, 2020

Rely on Amazon Technology. Since SugarLive incorporates powerful AI technology , your customer-facing team can deliver sophisticated, proactive customer service that smartly anticipates the customer’s needs. Since SugarLive operates hand-in-hand with Amazon Connect , your business can take advantage of extensive features.

Real Estate 26

Real Estate Machine Learning Start-ups Customer Service 26

SugarCRM

JANUARY 8, 2018

b) Lead Management: Does the solution come with functionality to automate prospect outreach and lead qualification? c) Case Management and Self-Service: Does the solution deliver a comprehensive customer record to call center agents that includes data from the sales department?

CRM 46

CRM Compliance Government Sales 46