UJET

NOVEMBER 19, 2020

The API integration linking your contact center and your customer relationship management (CRM) tool shouldn’t be holding you back. API integrations are lines of code that connect two or more applications, like your CRM and your contact center. What Exactly Is CRM Contact Center Unification? Data Accuracy.

Contact Center 82

Contact Center CRM Customer Service Actionable Insights 82

UJET

NOVEMBER 19, 2020

The API integration linking your contact center and your customer relationship management (CRM) tool shouldn’t be holding you back. API integrations are lines of code that connect two or more applications, like your CRM and your contact center. What Exactly Is CRM Contact Center Unification? Data Accuracy.

Contact Center 82

Contact Center CRM Customer Service Actionable Insights 82

Uniphore

JUNE 22, 2021

Yet, beneath these videos and comics is a wellspring of actionable insights. 2 It’s Hard to Develop Rockstar Employees Today 67% of customer interactions that are handled in the contact center represent complex requests which cannot be managed in self-service, according to a study led by Gartner. Check it out!

Social Media 219

Social Media Contact Center Actionable Insights Entertainment 219

Execs In The Know

MARCH 7, 2024

In turn, big data serves as the lifeblood of generative AI, providing the raw material for actionable insights and data-driven innovations. At the same time, the contact center serves as one of the most valuable hubs for insight into customer behavior and trends.

AI 111

AI Actionable Insights Innovation Compliance 111

Comm100

AUGUST 20, 2019

If you’re in the contact center space, chances are you already have a customer experience strategy. However, while many contact centers are able to pick out various aspects of the customer experience, which could be improved, turning these thoughts into a successful process which guarantees results is often trickier.

Contact Center 40

Contact Center Customer Experience Actionable Insights Start-ups 40

Hodusoft

MARCH 6, 2024

In this blog, we will delve into the details of how BPOs are helping e-commerce businesses improve operational efficiency and customer support services using contact center software. Assistance can be provided via a call center/contact center, live chat, email support, social media, or a self-service option.

E-commerce 52

E-commerce Contact Center Social Media Gaming 52

Uniphore

JUNE 15, 2021

From toxic interactions to unrealistic expectations, unhappy agents have made a glass house out of call center life. For contact center and customer experience leaders, the stakes have never been higher. How Contact Center Managers See Their Agents. 4 Phrases Agents Use to Describe Contact Centers.

CX 162

CX Social Media Contact Center Actionable Insights 162

DMG Consulting

JANUARY 1, 2024

The Report explores how workforce engagement management (WEM) suites are transforming into next-gen platforms that support the increasingly complex and varied requirements of contact centers and all other customer-facing departments that leverage them to improve the customer experience (CX), employee experience (EX), and productivity.

Contact Center 59

Contact Center Artificial Intelligence AI Actionable Insights 59

CX Accelerator

JANUARY 7, 2019

The big challenge is parsing through the data to get actionable insight and NLP is foundational to this work. Imagine you’re on a company’s website and are searching through their knowledge base for an answer to a question before contacting customer service. Jeremy Watkin is a contact center veteran turned CX leader.

AI 275

AI Machine Learning CX Net Promoter Score 275

Taylor Reach Group

MAY 24, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. Talent Acquisition – All the hats that a contact center agent must wear can make it difficult to find the right person for your company.

Contact Center 48

Contact Center CX Healthcare Social Media 48

DMG Consulting

AUGUST 10, 2023

This edition of the Report focuses on contact center and service-related uses of interaction analytics (IA) and a growing number of enterprise-wide use cases, as these solutions become more effective at capturing, identifying, and delivering actionable insights into the customer and employee experience.

Contact Center 48

Contact Center Artificial Intelligence AI Actionable Insights 48

Hodusoft

MARCH 29, 2022

Emerging Trends in Call Contact Center Market. The 29th Converge Expo, 2022 was a brilliant platform for IT, telecommunication, and customer engagement industries to showcase their latest products and services and explore a series of conversations surrounding the challenges and upcoming trends in the Call and Contact center market.

Contact Center 98

Contact Center Artificial Intelligence Innovation Actionable Insights 98

Hodusoft

APRIL 14, 2022

Consequently, the customer service and contact centers are evolving rapidly with the latest technologies– cloud, artificial intelligence, and business intelligence platforms to facilitate businesses with a better understanding of the customer service experience. Data can help you to formulate an effective customer experience strategy.

Customer Service 59

Customer Service Contact Center Omnichannel Social Media 59

Callminer

JUNE 3, 2019

Today’s contact centers are all too familiar with agent turnover. occupations, with large call centers reaching over 50%. The solution: Your organization is likely constantly evolving, which means the contact center needs to keep up. Lack of resources is a major stressor.

Net Promoter Score 140

Net Promoter Score Contact Center Actionable Insights NPS 140

Qualtrics

JUNE 11, 2021

Health insurers are eager for greater insight into how members feel when they call, live chat, or text. Capturing far more than the words can unlock a treasure trove of actionable insights and information. See speech analytics in action for health insurers. What is speech analytics? Request Demo.

Contact Center 26

Contact Center Healthcare Engineering Actionable Insights 26

CSAT.AI

NOVEMBER 17, 2022

A recent survey about automation in the contact center indicates 95% of contact center leaders are using or plan to use automation in the next year. Instead, 81% are more interested in using email and 62% in website/self-service in the future. Automation supports these trends. Are you one of them?

Customer Service 127

Customer Service Sentiment Analysis Contact Center AI 127

Fonolo

MARCH 17, 2022

Let’s take a look at what makes a great call center manager and how to find the right fit from the hiring stage. Industry Report: State of the Contact Center 2022. Call Center Management Duties. Call center managers have many job duties, many of which take place behind the scenes. Analytical skills. Self-awareness.

Contact Center 91

Contact Center Construction Customer Satisfaction Actionable Insights 91

DMG Consulting

SEPTEMBER 29, 2022

Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . DMG Consulting LLC , a leading provider of contact center and back-office market research and consulting services, today released its 2022 – 2023 Interaction Analytics for the Enterprise report.

Contact Center 48

Contact Center Text Analytics Outlook Actionable Insights 48

ECXO

NOVEMBER 9, 2023

Prepare to be inspired and equipped with actionable insights that can truly make a difference. She believes integrated, customer-centric communication and strategic tech ensure secure, future-proof contact centers. Karen’s Bio: Principal of Co.-Design Design of Work Experience , Author, Coach, and Educator.

CX 52

CX CXM Government Contact Center 52

Qualtrics

JUNE 10, 2021

Health insurers are eager for greater insight into how members feel when they call, live chat, or text. Capturing far more than the words can unlock a treasure trove of actionable insights and information. See speech analytics in action for health insurers. What is speech analytics? Request Demo.

Contact Center 26

Contact Center Healthcare Engineering Actionable Insights 26

Fonolo

MARCH 8, 2022

One vital aspect of call center efficiency is call center workforce management (WFM). Industry Report: State of the Contact Center 2022. What is Call Center Workforce Management? Put simply, your call center workforce refers to your agents. Intraday management is a practice that addresses this challenge.

Contact Center 75

Contact Center Actionable Insights Customer Loyalty Customer Service 75

Zendesk

JANUARY 25, 2024

The rise of artificial intelligence, most notably generative AI , has transformed customer service operations in contact centers. This can also reduce call center overhead costs, as digital channels are typically more cost effective than the phone. Here are a few of the most common ones.

AI 52

AI Artificial Intelligence Contact Center Machine Learning 52

VOZIQ

JANUARY 1, 2024

That’s why there’s a need for explainable AI, as it helps make models transparent and understandable and empowers businesses with actionable insights. Here are the steps to follow: Unify customer data from all sources, such as the CRM, contact center, sales, service history, and product usage databases.

Customer Retention 40

Customer Retention AI Contact Center Sentiment Analysis 40

Execs In The Know

FEBRUARY 15, 2023

Translating data to insights: You may be sitting on a treasure trove of valuable customer data. But you have no way to turn that raw information into actionable insights that drive results. Perhaps you don’t have the data collection, management, analysis, or automation tools to execute on your vision. The good news?

CX 52

CX Actionable Insights Contact Center Start-ups 52

UJET

NOVEMBER 18, 2019

Customers today expect to be able to not only contact support via mobile, web, in-app, social, and more, but easily move between channels without compromising their experience. Similarly, contact center directors want to easily channel steer queries based on urgency and complexity.

Contact Center 78

Contact Center AI Machine Learning Actionable Insights 78

MattsenKumar

SEPTEMBER 21, 2023

Decoding Speech Analytics In its essence, Speech Analytics converts customer conversations into actionable insights. SmartSpeech is an integrated contact center Speech Analytics that offers actionable insights, ensuring businesses can stay ahead in the competitive landscape.

CX 52

CX Non-Profits Sentiment Analysis Artificial Intelligence 52

Hodusoft

MAY 26, 2022

Gartner is one of the most credible sources for businesses to go through actionable insights and expert recommendations before buying software. HoduCC is recognized as the Top Call Center Software and Auto Dialer software. It is a powerful communication tool to help businesses achieve excellence in customer service.

Business Operations 98

Business Operations Contact Center Actionable Insights Innovation 98

Callminer

FEBRUARY 19, 2020

Actively evaluating your employees’ performance on the job can yield highly actionable insights, but only if done in a meaningful way. Similarly, the use of paired work environments can improve performance by giving agents a chance to learn from one another in real-time. Evaluating Performance.

Artificial Intelligence 287

Artificial Intelligence Innovation Social Media AI 287

Customer Service Life

MARCH 15, 2019

The big challenge is parsing through the data to get actionable insight and NLP is foundational to this work. Imagine you’re on a company’s website and are searching through their knowledge base for an answer to a question before contacting customer service. Let’s look at an example where we see NLP at work in the CX.

AI 63

AI Machine Learning CX Net Promoter Score 63

Execs In The Know

MARCH 13, 2023

“We have enabled blended channel, moved workflows and conversational AI into the contact center, and allowed guests and hosts to see their support tickets online. Our largest contact type is billing.” Feedback is a driving element of customer experience,” said Weingardt.

Transportation 88

Transportation Non-Profits Sports Hospitality 88

Lumoa

APRIL 28, 2024

Medallia expanded its capabilities with its acquisition of Mindful , the global leader in contact center callback technology in 2022. Customer service representatives can use Medallia to hear and respond to customer feedback, report the action taken, and whether or not the issue has been resolved.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

VOZIQ

MARCH 3, 2022

400 Million Reasons to Pay Attention to Contact Center AI. AI Insights is an AI-driven data analysis system that takes your data and turns it into actionable insights on how to optimize your business. Don’t let your company fall behind the competition, get ahead with AI Insights.

Customer Retention 40

Customer Retention AI Contact Center Actionable Insights 40

Hodusoft

NOVEMBER 9, 2022

Here are some of the features any IP PBX software should have: Read Also: 5 Reasons Why Financial Institutions Must Invest In Contact Center Software WebRTC: Web-based Real-Time Communication features are essential to cut the communication time gaps for ensuring greater productivity.

Contact Center 52

Contact Center CRM Construction Manufacturing 52

Logicalware

MAY 24, 2023

Today Puzzel continues to innovate in the world of customer service and has been recognised as the most innovative European-founded CCaaS provider in Frost & Sullivan’s 2023 European Cloud Contact Center Frost Radar. Today, the Puzzel customer engagement platform comprises five integrated solutions.

Artificial Intelligence 52

Artificial Intelligence AI Social Media Innovation 52

VOZIQ

NOVEMBER 14, 2023

In tandem, assess the operations of contact centers and marketing channels. Understand why customers are departing, evaluate the associated risk levels and determine actionable insights. However, it’s critical that the data is clean and accurate.

AI 40

AI Net Promoter Score Predictive Analytics Artificial Intelligence 40

Hodusoft

SEPTEMBER 29, 2022

7 Ways How Omnichannel Analytics In Contact Center Can Improve Your CX. An omnichannel contact center software empowers the business with multi-channel integration to deliver consistent CX across every channel. Omnichannel analytics is a powerful feature of omnichannel contact center software.

Contact Center 52

Contact Center Omnichannel CX Actionable Insights 52

Customer Service Life

JANUARY 28, 2019

Today’s contact centers are overflowing with insights about how to deliver a better customer experience. They then provide guidance to contact center agents in real-time around critical skills like turn-taking (AKA not talking over the customer), tone, empathy, mimicry, and tenseness.

Machine Learning 60

Machine Learning Contact Center Artificial Intelligence Engineering 60