Fonolo

JUNE 7, 2018

An honorable mention goes out to Mitel’s acquisition by a private equity firm and departure from the public market. Altocloud claims that “AI and machine learning” are involved in the product, but I’m skeptical. I’m not knocking the product… it might be awesome whether or not there is bona fide AI. NICE Acquires Mattersight.

Machine Learning 79

Machine Learning Sentiment Analysis AI Technology 79

Callminer

AUGUST 6, 2019

There are a number of call center software solutions on the market, comprising more than half a dozen types of these tools. Make sure any call center software you consider is capable of integrating with your CRM, social networking tools, helpdesk software and even marketing tools. Ask reps if they like the software. “If

Contact Center 140

Contact Center VOC Social Media AI 140

Callminer

FEBRUARY 23, 2021

Adapting to a shifting market means making changes to agent engagement processes , team cooperation, agent training and more, while maintaining a positive customer experience. For instance, when they go from email support to calling the customer service team. “A Omnichannel support is expected and appreciated. That’s a given.

Technology 376

Technology Technology E-commerce Contact Center 376

Callminer

JANUARY 18, 2021

With the added burden of soaring industry-wide turnover rates, leaders of international call centres must find new ways to keep operations under control while also keeping teams appropriately staffed. Even simple, low-cost gifts can increase productivity as much as 20%. Caller Expectations are on the Rise.

Contact Center 226

Contact Center Mystery Shopping Customer Satisfaction AI 226

1 to 1

JANUARY 11, 2022

Employees enjoy the flexibility and productivity working from home offers, and employers can tap into a larger talent pool when they’re no longer constrained geographically. But this shift means companies now must redefine their employment engagement strategies and invest in tools that make it easy for remote teams to collaborate.

CX 26

CX Artificial Intelligence Machine Learning Contact Center 26

Callminer

SEPTEMBER 23, 2020

Speech analytics tools like CallMiner Eureka , for instance, allows call center managers to monitor outbound calls for language patterns, indicators of customer sentiment, and other factors that provide insight into performance. Leverage best practices from your top performing agents to get other team members up to their level.

Contact Center 182

Contact Center Social Media Sales Data Mining 182

Callminer

OCTOBER 11, 2018

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. Nate specializes in digital marketing as well as data curation and protection.

Contact Center 561

Contact Center Non-Profits Compliance Start-ups 561

Callminer

FEBRUARY 27, 2019

Voice of the Customer (VoC) is a type of market research which aims to better understand current and prospective customers. However, the goal of this market research is to find the expectations, likes and dislikes of customers regarding particular products or services. Make use of cutting-edge market research tools.

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

Callminer

NOVEMBER 25, 2019

Fortunately, with a number of useful tools and techniques, team leaders can effect meaningful change based on observable and trackable data. Also known as first call resolution , this metric clues team leaders in on agents’ abilities to quickly handle issues without subsequently revisiting them. First Contact Resolution.

Sales 182

Sales Contact Center Customer Service Start-ups 182

Execs In The Know

APRIL 8, 2022

CLV is a great way to keep track of your customers’ overall perception of your brand, but it can also serve to signal gaps in the omnichannel customer experience, revenue you may be leaving on the table, improvements that can be made in marketing, and more. Guest blog post written by Callminer. Customer lifetime value use cases.

Net Promoter Score 98

Net Promoter Score Contact Center Omnichannel NPS 98

Callminer

NOVEMBER 6, 2019

Revenue, for example, might be derived from multiple products or types of sales leads. Consider your team’s expertise and how you will integrate tools. This can be anything from design style and data volume to developer limits and team size. “No “Marketing metrics have been in place for decades.

Sentiment Analysis 140

Sentiment Analysis Non-Profits Sales Engineering 140

Callminer

SEPTEMBER 5, 2017

Call center QA and monitoring teams are responsible for ensuring the quality of interactions between call center representatives and consumers. The problems that plague the minds of QA and monitoring teams are many, but some are more prominent than others – and have a bigger impact on the company’s bottom line. Lindsey Havens.

Mystery Shopping 140

Mystery Shopping Legal Contact Center Start-ups 140

SurveySensum

JULY 20, 2023

However, they suggested that I scan the product QR code on their online app. On the verge of giving up, I decided to manually enter the product code, and voila! Did our product variety meet your needs? Painpoint 1: Customer Churn According to a titled “ CallMiner Index ” U.S. Sounds like a plan, right? Well, not so fast.

Retail 52

Retail Customer Feedback CX Social Media 52

Hodusoft

MARCH 9, 2023

As per another study by CallMiner , US businesses lose $35.3 E-tailers that solely focus on providing high-quality products and offering lower prices than their competitors can’t win in the long run. But companies providing good quality products and obsessively focusing on CX can gain customer loyalty despite charging a premium.

E-commerce 52

E-commerce Contact Center Omnichannel CX 52

Callminer

OCTOBER 22, 2019

Outbound would be a sales and marketing solution to help your business grow. In order to help you in the process of selecting the best call center services, we’ve searched the top call center and marketing websites to find expert opinions. Functions that involve high margin products/services. High Value Inbound Support.

Contact Center 203

Contact Center Healthcare AI Sales 203