Taylor Reach Group

SEPTEMBER 25, 2018

The old Contact Center Outsourcing (CCO) model is broken. All we have successfully built at this point is a better quality program, we haven’t changed the CCO operational model, until the quality of the agent, team, center, and LOB become contractual metrics. By: Colin Taylor.

Contact Center 98

Contact Center Compliance NPS VOC 98

Execs In The Know

DECEMBER 6, 2021

For businesses around the globe, Contact Centers represent the heartbeat of their organization: it’s where their two most valued constituencies — employees and customers — intersect and interact. Employers are facing far-reaching challenges related to their contact center workforce that include: Difficulty hiring strong talent.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Execs In The Know

DECEMBER 6, 2021

For businesses around the globe, Contact Centers represent the heartbeat of their organization: it’s where their two most valued constituencies — employees and customers — intersect and interact. Employers are facing far-reaching challenges related to their contact center workforce that include: Difficulty hiring strong talent.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

PeopleMetrics

JULY 17, 2018

As noted previously, the term VoC is frequently used to describe the measurement of the customer experience; so is the term customer experience management (CEM). In this book , you’ll see VoC more than any other term, though you can use each of these terms interchangeably. So, what is CX measurement or VoC? So What is VoC?

VOC 210

VOC CEM CX Customer Feedback 210

DMG Consulting

APRIL 16, 2019

Workforce Optimization Ushers in the Real-Time Contact Center. It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. By Donna Fluss. who interact with them.

Contact Center 48

Contact Center Predictive Analytics Machine Learning Artificial Intelligence 48

Confirmit

FEBRUARY 20, 2017

As the face of your company, the contact center represents an exceptional opportunity to capture the Voice of the Customer and drive improvements that hit the bottom line. In this webinar, Sarah Simon, VoC Specialist at Confirmit and Scott M.

Contact Center 40

Contact Center VOC Customer Experience Voice of the Customer 40

DMG Consulting

JANUARY 8, 2018

Question: How can we improve our contact center coaching? Coaching can include a wide range of functions facilitated by numerous contact center and workforce optimization (WFO) applications. periods of low volume) to minimize customer and contact center impacts.

Contact Center 48

Contact Center VOC Voice of the Customer Customer Feedback 48

Customer Think

NOVEMBER 7, 2023

Level AI launches GenAI-powered VoC Insights, a new product that turns vast amounts of unstructured contact center data into actionable Voice of the Customer insights in real time

Voice of the Customer 62

Voice of the Customer AI VOC Contact Center 62

DMG Consulting

MARCH 12, 2018

Question: Our contact center only has 25 agents, what workforce optimization applications should we use? WFO suites are highly beneficial for contact centers in small to mid-size businesses (SMBs) because they provide a fully integrated and unified set of applications for managing and optimizing the operating environment.

Contact Center 48

Contact Center Text Analytics VOC Social Media 48

Beyond Philosophy

JANUARY 12, 2022

However, to be proactive, you need to add a new voice into the mix with the “Voice of the Customer (VoC).” Goebel recently wrote a great article, “ It’s Time for the VoC to Get a Little Brother: The Voice of the Product,” that introduced me to the idea of the ‘Voice of the Product’. In the last few years, IoT technology has advanced.

VOC 78

VOC Contact Center Start-ups Technology 78

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. Some of the hot topics include Soliciting and evaluating new concepts, solutions, and ideas thanks to the VoC. Loyalty Summit: June 5-7, Barcelona.

Contact Center 48

Contact Center CX Healthcare Social Media 48

DMG Consulting

JUNE 8, 2021

The more advanced IA offerings have expanded their capabilities and benefits far beyond their initial contact center audience but are struggling to demonstrate their value to customer experience (CX) executives who continue to concentrate on marketing and sales functions. Product Innovation. Broader Use Cases for IA.

Text Analytics 107

Text Analytics Contact Center VOC Artificial Intelligence 107

CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. Alternatively, a more cost-effective VOC approach is to deliver web-based surveys through email, chat sessions, or text messages. Typically, a form designer creates web-based VOC surveys. Typically, a form designer creates web-based VOC surveys. What to Do with VOC Data.

VOC 182

VOC Contact Center Net Promoter Score NPS 182

CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. Fortunately, tools do exist that collect direct customer feedback, or Voice of Customer (VoC), which can give insight as to the level of service they received so operations can be enhanced. Creating a Web-Based VOC Survey Typically, a form designer creates web-based VOC surveys.

VOC 174

VOC Contact Center Net Promoter Score Customer Satisfaction 174

Foresee

JULY 28, 2021

Verint has earned the Metrigy MetriStar Top Provider Award for Voice of the Customer (VoC) platforms—one of only two providers to earn the top spot in the VoC platforms research and ranking.

Voice of the Customer 52

Voice of the Customer VOC Contact Center CX 52

DMG Consulting

APRIL 16, 2019

Speech and text analytics can mine customer interactions from all voice and digital channels, including social media, to capture the voice of the customer (VoC) first-hand. It is a highly effective approach to listen to what customers are saying.

Text Analytics 115

Text Analytics Compliance VOC Contact Center 115

DMG Consulting

AUGUST 2, 2023

Interactions Analytics: Happy 20-Year Anniversary August 2023 Now in its 20 th year, the interaction analytics (IA) market is considered mature, with its solutions regarded as essential for most contact centers. The time is right for AQM, as contact centers are under great pressure to increase the effectiveness of their QM resources.

Contact Center 48

Contact Center Artificial Intelligence VOC Customer Relationship Management 48

Callminer

AUGUST 6, 2019

.” – Sandie Simms, 12 Questions to Ask When Choosing Contact Centre Software , West UC; Twitter: @West_UC. Know the latest call center trends. Contact center software has evolved as customers’ expectations and needs have shifted with the rise of mobile devices and social media. Social media.

Contact Center 140

Contact Center VOC Social Media AI 140

DMG Consulting

NOVEMBER 30, 2023

When it comes to contact center systems and applications, no topic is generating more buzz and excitement than artificial intelligence. Because GPT-4 and similar generative AI technologies can produce realistic humanlike text, they have a wide range of uses in contact centers as well as other customer experience-oriented functions.

AI 48

AI CX Contact Center Artificial Intelligence 48

CX Accelerator

OCTOBER 25, 2018

There is no doubt that the contact center industry is poised for massive changes. As Justin Robbins says, even the basic tool sets in most contact centers are broken. It is not too late for contact centers to fix the core and pave the way for the future. Twitter - @CustomerIsFirst LinkedIn - Nate Brown

CX 140

CX Net Promoter Score NPS Contact Center 140

DMG Consulting

OCTOBER 16, 2018

Answer: Contact centers have a wealth of data that provides insight into customer satisfaction and can be used to augment enterprise feedback management (EFM)/surveying results. Here are some suggestions: Speech/text analytics – use contact center analytics technology to fill survey gaps.

Customer Satisfaction 67

Customer Satisfaction Text Analytics Social Media VOC 67

Beyond Philosophy

AUGUST 15, 2019

Peppers says there are two different types of data that feed your metrics: Voice of Customer (VOC) Data: Peppers calls these metrics interactive data, meaning your customer interacts with you through a poll. However, Peppers says many marketing professionals, favor VOC data over observational data, and that’s not always great.

Net Promoter Score 125

Net Promoter Score VOC CX NPS 125

Callminer

FEBRUARY 5, 2020

Voice of the Customer (VoC). Ideally, VoC solutions leverage data gathered from multiple sources, including phone calls, chats and completed surveys. Simple surveys often provide entirely anonymous avenues for customers and agents alike to voice their opinions.

Net Promoter Score 251

Net Promoter Score VOC Voice of the Customer NPS 251

DMG Consulting

JUNE 8, 2021

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 2021 – 2022 Interaction Analytics Product and Market Report.

Contact Center 59

Contact Center VOC CX Voice of the Customer 59

Customer Service Life

AUGUST 22, 2019

And in many of these companies, NPS is tied to employee performance measurement and bonus structures, impacting everyone from the CEO on down to the folks in the contact center. We found that many of our clients track this metric but few give any visibility to the contact center or hold them directly accountable.

NPS 106

NPS Contact Center Close the Loop Net Promoter Score 106

Taylor Reach Group

DECEMBER 7, 2018

A strong economy doesn’t directly cause contact center attrition, but it does provide employees and agents options that may not exist in a weaker economy. This element of choice, though, will magnify any internal issues and challenges that may exist in your contact center which can contribute to staff attrition.

Contact Center 120

Contact Center VOC Scorecard NPS 120

DMG Consulting

JANUARY 4, 2019

2019 is looking to be a year filled with great innovation and practical applications for contact centers. It’s a year in which the number of contact center seats worldwide is expected to remain flat as assisted and unassisted automation replaces the need for some agents. Learn more at www.dmgconsult.com.

Artificial Intelligence 59

Artificial Intelligence Contact Center Machine Learning VOC 59

DMG Consulting

APRIL 11, 2022

For many contact centers, technology saved the day as businesses transformed. The cloud helped support the migration from on-site to work-at-home (WAH), analytics provided insight into the voice of the customer (VoC) and employee (VoE), and artificial intelligence (AI) and automation boosted contact center performance.

E-commerce 48

E-commerce Real Estate VOE Contact Center 48

DMG Consulting

APRIL 14, 2023

Feature-rich IA solutions deliver significant benefits to contact centers. However, for IA to deliver strategic benefits, its use must be expanded beyond contact centers and applied more broadly throughout the enterprise.

Omnichannel 48

Omnichannel Sentiment Analysis Net Promoter Score Contact Center 48

DMG Consulting

SEPTEMBER 24, 2021

This analytics application helped enterprise and contact center executives navigate uncharted territory by giving them information and insights to keep them apprised of the state of their customers and employees. IA BENEFITS THE CONTACT CENTER.

Contact Center 77

Contact Center Voice of the Customer Artificial Intelligence Omnichannel 77

DMG Consulting

FEBRUARY 25, 2019

VoC Unfiltered. They can mine customer interactions from all channels, including social media, to capture the voice of the customer (VoC) firsthand. VoC results from speech analytics can be used to replace traditional enterprise feedback management (EFM) programs, or can be integrated into EFM reporting and used to augment findings.

AI 48

AI Text Analytics Predictive Analytics Machine Learning 48

PeopleMetrics

JANUARY 15, 2020

We recommend measuring customer experience at in-branch, contact center and digital touchpoints. Contact center touchpoints should include call agent, chat and voice interactions. Contact PeopleMetrics: About the Author. Which customer touchpoints should be measured? Ready to hit your CX goals in 2020?

CX 54

CX Touchpoint NPS Contact Center 54

Experience Investigators

JULY 20, 2021

Empowering employees to make better decisions based on the Voice of the Customer (VoC) program. Your contact center agents and other frontline workers hear from customers every day. This should include Contact Center agents, Delivery agents, and Social Media Managers, and others in customer-facing roles.

CX 131

CX Close the Loop Social Media Voice of the Customer 131

DMG Consulting

SEPTEMBER 26, 2018

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. DMG predicts that the contact center speech analytics market will grow by 11% in 2018, 10% in 2019, 10% in 2020, 10% in 2021, and 9% in 2022. When: Today, 26 September 2018.

Contact Center 48

Contact Center Machine Learning Artificial Intelligence Text Analytics 48

Confirmit

NOVEMBER 28, 2017

Their company-wide Voice of the Customer program covers all products, channels and key stages of the customer lifecycle at a number of touchpoints, including website, store visits, contact center and post-purchase. How the VoC program has increased customer loyalty and advocacy by better educating customers about products.

VOC 40

VOC Contact Center Voice of the Customer Touchpoint 40

DMG Consulting

JUNE 13, 2017

The contact center workforce optimization (WFO) market is in transition. Other WFO applications that are part of feature-rich WFO suites include speech/text analytics, surveying/voice of the customer (VoC), performance management, desktop analytics (DA), gamification, eLearning and coaching. WFO’s Journey into the Future .

Contact Center 48

Contact Center Text Analytics Outlook VOC 48

Confirmit

JULY 8, 2017

There are probably a lot of answers that spring to mind, but chances are “contact center agent” isn’t on your immediate list. However, this was Claire Sporton’s suggestion as she kicked off proceedings at Confirmit’s “Voice of the Customer in Contact Centers” event in London.

VOC 40

VOC Contact Center Voice of the Customer Customer Experience 40