Fonolo

MAY 16, 2023

Correctly interpreting call center analytics and KPIs is key to improving your operations and your customer’s experience. Today, contact centers are increasingly viewed by businesses as the key to understanding customers. Every contact center uses them. Can Call-Backs Do More for your Contact Center?

Contact Center 91

Contact Center Customer Satisfaction Sentiment Analysis Artificial Intelligence 91

CSAT.AI

DECEMBER 5, 2018

Here are some QA goals in contact centers to make your team score: Reduce Abandon Rate. Expected jumps in contact center volume include following the launch of a promotion. Unexpected events responsible for a sudden increase include a product mentioned on a popular show or news network or on social media by a celebrity.

Contact Center 52

Contact Center Social Media Sentiment Analysis Manufacturing 52

Beyond Philosophy

AUGUST 25, 2022

For those who read this newsletter, you know that Customer Science is where we have a convergence of artificial intelligence (AI), data, and behavioral sciences. Triant explains that UJet is a pioneer in the next generation of cloud contact center applications, typically called cloud contact center as a service.

Contact Center 147

Contact Center Sentiment Analysis Artificial Intelligence Start-ups 147

CSAT.AI

MARCH 27, 2023

With the rise of big data analytics , companies can gather and analyze vast amounts of customer data from various sources like social media, surveys, and purchase history. AI driven tools, like CSAT.AI , reduce the historical manual labor of data collection. All companies benefit from data-driven decision making.

Customer Relationship 63

Customer Relationship CX Sentiment Analysis Social Listening 63

DMG Consulting

FEBRUARY 25, 2019

Speech Analytics and AI Is a Winning Combination. Speech analytics is getting a new lease on life courtesy of artificial intelligence (AI), machine learning, and the digital transformation. Vendors in most IT sectors claim to provide AI-enabled solutions, and the speech analytics providers are no exception. By Donna Fluss.

AI 48

AI Text Analytics Predictive Analytics Machine Learning 48

Qualtrics

DECEMBER 5, 2018

But if Hollywood is mostly anxious about AI, market researchers are not. When we surveyed 250 researchers in early 2018 we found: 93% described AI as an industry opportunity. 80% said AI will make a positive impact on the market. Just look at Google renaming its research center Google AI. Save time writing reports.

AI 37

AI Artificial Intelligence Machine Learning Sentiment Analysis 37

CSAT.AI

AUGUST 14, 2019

With excessive t urno ver in contact centers impacting metri cs , keeping great agents is good ROI. Setting your agents up for success sets your business up for success, particularly for in-house contact centers where you create the training program. Quality Training. Agents represent your business.

Customer Service 52

Customer Service Sentiment Analysis Contact Center Omnichannel 52

Beyond Philosophy

AUGUST 15, 2019

There is observational data today in social media, also, meaning it’s not what people tell you in a poll but what people tell their friends. . We were happy to note that some organizations perform a “sentiment analysis” that picks up on trends in customer emotions. Both are vital to measurement. The Golden Question .

Net Promoter Score 125

Net Promoter Score VOC CX NPS 125

Fonolo

MARCH 2, 2023

No stranger to change, the contact center industry has been ahead of the curve throughout the global pandemic. We consulted nine industry experts to tell us all about it – and discuss the state of the contact center in 2023. Word: Contact centers are technology leaders! And not a moment too soon.

Contact Center 141

Contact Center Artificial Intelligence Sentiment Analysis AI 141

CSAT.AI

APRIL 5, 2023

Channels: All the ways customers can reach a brand like phone, email, social media, text, chat (see Omnichannel). Chatbot : A type of conversational AI that provides self-service for customers through a messaging app or other text channel. Note: Churn as a loss can be applied to customers or agents. Bain & Company, Inc.

Contact Center 97

Contact Center Customer Service Net Promoter Score Artificial Intelligence 97

CSAT.AI

SEPTEMBER 26, 2018

Due to call center closures in the US in 2017 over 18,000 jobs were lost. This is partly due to higher costs of agents and facilities in the US especially compared to India or the Philippines which have large call center industries. Social media channels are one of the fastest growing methods consumers use to engage brands.

Social Media 52

Social Media Sentiment Analysis Legal AI 52

CSAT.AI

NOVEMBER 14, 2018

Their policies were clearly presented and in 2012 when a passenger who did not do their due diligence was faced with the exorbitant charges she decided to complain on social media requesting a refund as ‘goodwill’. The public support she garnered had little effect.

Sentiment Analysis 52

Sentiment Analysis Social Media Start-ups Customer Service 52

Hodusoft

AUGUST 3, 2022

7 Ways to Boost Business Revenue with an Omnichannel Contact Center Software. An o mnichannel contact center software serves as the bedrock for your omnichannel strategy. Omnichannel vs. multichannel call center software. Multichannel and omnichannel contact center solution differs in the integration.

Contact Center 52

Contact Center Omnichannel Social Media Sentiment Analysis 52

Experience Investigators

OCTOBER 3, 2023

Text Analysis for CX Text analysis isn’t new, but it is becoming more and more reliable to understand our customers like never before. At their core, text analysis tools ingest written communication to assess if the language is positive, neutral, or negative.

Sentiment Analysis 98

Sentiment Analysis Artificial Intelligence Social Media Hospitality 98

Qualtrics

JANUARY 28, 2020

Fortunately, customer service support teams have an array of contact methods and customer experience (CX) tools to improve communication and enhance satisfaction levels. Transform your contact center for the experience economy. Read on for five terrific ways to totally reinvent customer communications.

Sentiment Analysis 24

Sentiment Analysis Close the Loop Gaming Social Media 24

Hodusoft

MARCH 22, 2024

Limited customer insights: HoduSoft’s CX solutions offer advanced analytics capabilities that provide actionable insights into customer interactions, sentiment analysis, and performance metrics. HoduSoft’s Participation: What to Expect? And amidst it all, HoduSoft aims to shine bright as an exhibitor.

Omnichannel 52

Omnichannel CX Sentiment Analysis Contact Center 52

CSAT.AI

AUGUST 29, 2018

In the fight to conquer this beast there are two main types of battle stations: the Call Center and the Contact Center. Both types of centers are helpful in winning the battle. Trends in customer communication have given rise to our second battle station: the Contact Center. The Contact Center.

Contact Center 52

Contact Center Customer Service Social Media Sentiment Analysis 52