Win the Customer

DECEMBER 11, 2023

Social Media Sentiment Analysis In today’s digital age, social media platforms serve as forums where customers express their experiences openly. Senior service managers should leverage CSAT scores to pinpoint areas for improvement, guiding initiatives to enhance satisfaction across touchpoints.

Sentiment Analysis 69

Sentiment Analysis Net Promoter Score Predictive Analytics Customer Experience 69

Ameyo Callversations

APRIL 21, 2022

A contact center is a facility where customer service representatives answer customer queries over phone calls, emails, chat, social media, and other channels. Moreover, the operation of such complex contact centers is supported by technology. Importance of Contact Center Technology Stack. The simple answer is no.

Contact Center 52

Contact Center Technology Technology Unstructured Data 52

Fonolo

MAY 23, 2023

Hyper-personalization in the contact center is a customer experience strategy that uses advanced technologies and data analytics to deliver tailored interactions. Real-Time Analytics Use advanced analytics tools to process and interpret data in real time, enabling dynamic personalization during customer interactions.

Contact Center 106

Contact Center Machine Learning Social Media Artificial Intelligence 106

Comm100

DECEMBER 12, 2023

With a suite of automation software, from Gen AI to AI voice bots – combined with live chat, email, SMS, social media and more – organizations deliver the perfect balance of human and bot engagement that increases capacity while enhancing CX. However, disconnected channels create disconnected communication.

Innovation 84

Innovation Customer Service Omnichannel Social Media 84

Lumoa

APRIL 28, 2024

Medallia expanded its capabilities with its acquisition of Mindful , the global leader in contact center callback technology in 2022. Medallia integrates with a wide range of data sources such as CRM systems, social media, contact centers and many more. All three platforms are suitable for enterprises with large data sources.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

SugarCRM

MAY 21, 2024

The manufacturing industry may involve some of the most complex processes in multiple areas, from raw material management to the supply chain to resources and technology. Thus, demand forecasting has several challenges that can be overcome with a healthy dose of predictive analytics , ERP, and CRM data.

Manufacturing 26

Manufacturing Predictive Analytics CRM Sales 26

VOZIQ

NOVEMBER 20, 2023

To light your way, this month’s edition highlights a few thought-provoking content pieces that delve into the realms of generative AI, predictive analytics, and other strategies that are poised to reshape the landscape of recurring revenue businesses.

Predictive Analytics 52

Predictive Analytics Customer Retention AI Social Media 52

Hodusoft

NOVEMBER 24, 2021

Along came the new struggles for call centers such as adjusting to remote work setups, technology adaptation challenges, and trying to stay afloat and keep the numbers up amidst financial upheaval. These metrics are transformed into meaningful feedback that can help in decision-making by call centers using data analytics tools.

Artificial Intelligence 105

Artificial Intelligence Social Media CRM Omnichannel 105

ECXO

JULY 26, 2023

Real-time data analytics and CDP adoption are gaining traction in Europe and across the globe IT leaders last year told IDC that investing in technology to achieve real-time decision making was a top priority. Leverage predictive modelling Leveraging predictive models helps you anticipate customer behaviors and preferences.

Predictive Analytics 98

Predictive Analytics Education Touchpoint CX 98

Experience Investigators

MAY 7, 2024

Why Every CX Leader Needs to Understand (And Have a Basic Strategy About) AI Understanding AI is not just about keeping pace with technology; it’s about leading the charge in innovation and personalization and advocating for customers at the same time. Yet, there are still challenges in unifying data across channels and systems.

AI 52

AI Sentiment Analysis Artificial Intelligence Customer Experience 52

Lumoa

NOVEMBER 21, 2023

But it is no longer a challenge, thanks to modern technologies like martech tools and back-office solution software and the use of artificial intelligence (AI) in customer feedback analysis. Thankfully, the most relevant AI development technologies evaluating customer feedback rely on sentiment analysis.

Customer Feedback 83

Customer Feedback AI Machine Learning Social Media 83

Lumoa

FEBRUARY 9, 2023

The most important AI technologies, that are relevant for analyzing customer feedback, fall in the area of natural language processing (NLP) and machine learning. Both groups of technologies can be utilized to make analytics more actionable. Social Media You might be wondering why social media is on the list.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

SurveySensum

MAY 2, 2024

Take TechStore, a tech retailer whose social media was ablaze with complaints about their clunky, outdated POS system. Lines snaked around stores, social media exploded, and Ben & Jerry’s proved that customer voices weren’t just heard. ” The result? A viral sensation.

Close the Loop 52

Close the Loop Customer Service Social Media Innovation 52

Shep Hyken

JULY 8, 2022

Today, banks face stiff competition from leading privatization-based technology companies. Unlike multichannel support, omnichannel combines all channels, such as SMS, calls, social media, and email to serve a single customer without compromising the brand experience. Predictive analytics is an effective way to solve problems.

Predictive Analytics 61

Predictive Analytics Customer Service Hospitality Hospitality 61

DMG Consulting

APRIL 11, 2022

Surveying applications can work in two ways – by directly soliciting feedback through omni-channel surveys and/or passively analyzing voice and text-based interactions, social media posts, online reviews, customer/employee forums, etc.

VOE 48

VOE Artificial Intelligence Predictive Analytics VOC 48

SugarCRM

OCTOBER 17, 2023

AI technology has revolutionized the way organizations carry business worldwide. Luckily, generative AI can come into play and help marketing leaders leverage technology to reduce their teams’ workload and deliver quality content. Predictive analytics models can be used to analyze data patterns and user feedback.

AI 26

AI Predictive Analytics Legal Social Media 26

ECXO

APRIL 7, 2024

Creativity cultivates connection: In a society driven by technology, human connection has become more crucial than ever. AI, with its predictive analytics, can help businesses stay ahead of the curve, anticipating future trends and customer needs. AI, with its predictive analytics, anticipates the future needs of the customer.

AI 111

AI CX Artificial Intelligence Predictive Analytics 111

Hodusoft

FEBRUARY 29, 2024

MSPs must ensure that their call center is equipped with the right type of technology tools. Keeping up with the latest technologies and troubleshooting a wide range of problems can be demanding. Continuous training is essential due to the ever-evolving nature of technology. That’s quite shocking. He couldn’t be more right.

Artificial Intelligence 52

Artificial Intelligence Social Media Compliance Technology 52

Aquire

SEPTEMBER 18, 2021

Then try to find the answer to these questions: What technology, people or processes do we need? Steve Jobs was an advocate of “beginning with the customer experience and working backward to the technology”. Practice social listening. Social media is where customers are usually the most honest and vocal.

Customer Experience 98

Customer Experience Social Media AI Predictive Analytics 98

Helpt

FEBRUARY 14, 2024

This data comes from various sources, including social media, transaction records, and IoT devices, offering a goldmine of insights for those who can harness it. Diagnostic Analytics : Moving a step further, diagnostic analytics seeks to understand why something happened.

Machine Learning 52

Machine Learning Social Media Data Mining Artificial Intelligence 52

Logicalware

JULY 26, 2023

The benefits of AI within the contact centre AI’s predictive analytics capabilities enable contact centres to anticipate customer needs, forecast call volumes, and identify emerging trends, to name a few benefits, empowering contact centres to manage resources and deliver seamless service proactively.

Artificial Intelligence 52

Artificial Intelligence AI Sentiment Analysis Machine Learning 52

DMG Consulting

MAY 2, 2021

Digitization should be very compelling for contact center and enterprise executives, as once customer inquiries are in a digital format (email, chat, SMS, messaging, social media, etc.), they become much easier to automate. Customers expect companies to provide them with effective self-service tools in all voice and digital channels.).

Contact Center 74

Contact Center Artificial Intelligence Predictive Analytics Machine Learning 74

Aquire

DECEMBER 21, 2021

There’s so much intriguing tech to look into, such as: Artificial intelligence and chatbots Augmented reality and virtual reality Voice and visual search tools Artificial design intelligence Predictive analytics Cobrowsing technology Internet of Things (IoT). Giveup : Quit data silos. Time to change some minds.

CX 98

CX Artificial Intelligence Innovation Predictive Analytics 98

DMG Consulting

FEBRUARY 25, 2019

To be sure, speech analytics has leveraged core AI technologies—natural language processing (NLP), natural language understanding (NLU), neural networks—to varying degrees for years, so many speech analytics vendors are justifiably calling what they do a form of AI. Customer Journey Analytics: Speech Is Along for the Ride.

AI 48

AI Text Analytics Predictive Analytics Machine Learning 48

SugarCRM

APRIL 30, 2024

However, CRM tools have completely transformed with the recent advancement of AI technologies. Today, robust CRMs are more dynamic and intelligent, usually having predictive analytics embedded into their capabilities. Additionally, generative AI can help marketers effortlessly brainstorm and create content.

CRM 26

CRM AI Customer Experience Artificial Intelligence 26

DMG Consulting

APRIL 16, 2019

It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. We have progressed from interactive voice response (IVR) systems to intelligent virtual assistants (IVAs), from process optimization to process automation, and from technology as an enabler to technology as a partner.

Contact Center 48

Contact Center Predictive Analytics Machine Learning Artificial Intelligence 48

SugarCRM

JANUARY 11, 2024

Generative AI has the potential to completely change the way we carry out businesses and can tremendously change the way we think about technology. Without similar technologies, this data can be time-consuming and expensive to process. And this has happened for a good reason.

AI 32

AI Unstructured Data Predictive Analytics Machine Learning 32

Zendesk

SEPTEMBER 5, 2023

Businesses are delivering on these expectations by embracing omnichannel technology—the integration of communication channels into a single interface. If a customer reaches out via social media, an agent can promptly respond because they don’t have to check each individual platform throughout the day.

Contact Center 52

Contact Center Omnichannel Social Media AI 52

Hodusoft

OCTOBER 19, 2023

Technology Integration One of the best and most powerful strategies to reduce costs in Business Process Outsourcing contact centers is the implementation of the latest technologies. Effective use of technology not only helps streamline operations but also improves the contact center’s efficiency.

Contact Center 52

Contact Center Predictive Analytics Non-Profits Customer Satisfaction 52

Ameyo Callversations

MARCH 2, 2022

The modern age is full of technology and AI that improve everything we do. When customers face some problem with some technology, the first thing they think to do is call a contact center and ask the agents for the solution. AI plays a key role in driving analytics and discovery in Contact Centers.

Contact Center 52

Contact Center AI Artificial Intelligence Sentiment Analysis 52

Aquire

AUGUST 27, 2021

Technology is constantly upgrading which created a new type of personalization that takes things one step further “hyper-personalization” If you’re a marketing professional, you’ve probably been using standard personalization practices to attract, engage, and convert visitors into customers. So, let’s dive in.

Artificial Intelligence 52

Artificial Intelligence Machine Learning Social Media Predictive Analytics 52

Bill Quiseng

MAY 8, 2017

The year was 1987, a time when technology was advancing at a tremendous pace. New technologies are shaping the world around us, and small businesses have a tremendous opportunity to capitalize on these advancements. As the technological complexity of customer relationships evolve, so must our approaches to them. Enter 2017.

CRM 98

CRM Predictive Analytics Customer Relationship Management Social Media 98

1 to 1

APRIL 23, 2014

Since its inception, social media has evolved to become one of the greatest tools in the modern marketer''s arsenal. But, while companies use this emerging medium to disseminate brand messaging and conduct customer service, individual consumers use social media as their personal mouthpiece, sounding off about whatever''s on their mind.

Social Media 41

Social Media Predictive Analytics Technology Technology 41

Lumoa

JANUARY 11, 2022

Analyze feedback from any source; surveys, chat, reviews, Social media, phone calls, etc. Indeed, already now CX software is on the rise, with AI and predictive analytics in most demand and 31% of organizations have already invested in technology like AI to outpace the competition.

NPS 103

NPS Net Promoter Score Sentiment Analysis AI 103

DMG Consulting

SEPTEMBER 26, 2018

DMG’s 13th annual edition of this Report provides comprehensive coverage and authoritative analysis of the competitors, products, features, pricing, payback, and trends and challenges in this complex technology sector. Innovation in the speech analytics (SA) market is reinvigorating this highly valuable sector.

Contact Center 48

Contact Center Machine Learning Artificial Intelligence Text Analytics 48

SurveySensum

NOVEMBER 23, 2023

It should blend effortlessly with your technology, workflows, and communications. Text Analytics Software The innovative Text and Sentiment Analysis technology automatically extracts quantitative data from unprocessed, qualitative information to discover patterns and trends within the text.

NPS 52

NPS Net Promoter Score Sentiment Analysis Social Media 52

Fonolo

DECEMBER 5, 2018

April saw a deal with Afiniti around predictive analytics and behavioral pairing. Voice-Powered Technology (VPT). Social Media as a Contact Center Touchpoint. In March, a new program that allows companies to route their calls directly to Avaya, who will act as a virtual network operator. Mind blowing!).

Contact Center 57

Contact Center Artificial Intelligence Predictive Analytics Social Media 57