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.

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Contact Center CX Unstructured Data Social Media 52

Customer Service Life

APRIL 12, 2023

Image by Gerd Altmann from Pixabay One of my favorite things about writing and speaking about customer experience, customer service, and contact centers is the opportunity to connect with others in the industry and talk about topics that are near and dear to my heart. Watch and listen to the full episode here.

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Customer Service Contact Center Voice of the Customer CX 78

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.

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Contact Center Predictive Analytics Machine Learning Artificial Intelligence 48

Confirmit

FEBRUARY 15, 2017

A dedicated Voice of the Customer solution built for purpose around the contact center, FastTrack enables rapid response to customer concerns while informing management decisions at a strategic level. Voice of the Customer Factsheets.

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Contact Center Voice of the Customer 40

Customer Service Life

NOVEMBER 13, 2018

I’ve written much in the past about the importance of listening to the voice of the customer and relaying these insights to the rest of the business — and I believe firmly that this is a huge responsibility and opportunity for the contact center. The contact center shouldn’t run and hide when this happens.

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Contact Center CX Text Analytics Customer Service 60

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. You'll learn: How to apply a proven model to calculate ROI for a customer care contact center.

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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.

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Contact Center VOC Voice of the Customer Customer Feedback 48

Customer Think

JULY 1, 2021

Today’s customers want one consistent journey, but in order to provide this, the entire enterprise needs to operate in lockstep. However, many organizations still work in silos, using disconnected and outdated systems that make it impossible to connect and share data across departments.

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Voice of the Customer Technology Technology Contact Center 64

Confirmit

JULY 7, 2017

Running a contact center is a costly and complex business, and often it's value to the organization is overlooked or misunderstood. The strategic value that a contact center is capable of delivering is, of course, significant. Voice of the Customer White Papers.

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Contact Center VOC Voice of the Customer Customer Relationship 40

Confirmit

MAY 23, 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 last week.

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Contact Center CX Voice of the Customer Healthcare 45

Customer Service Life

NOVEMBER 10, 2022

This isn’t my favorite question to answer and yes, I’ve had to answer it many times during my contact center career. In retrospect, there’s always a trail of clues but somehow we missed it or caught it long after many customers were impacted — only increasing the resulting backlash. Have you encountered this before?”

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Contact Center Text Analytics Engineering Social Media 130

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.

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Contact Center Text Analytics VOC Social Media 48

Taylor Reach Group

APRIL 25, 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. Loyalty Expo is a true Voice of the Customer-driven, best practice-focused customer loyalty and reward conference.

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Contact Center Customer Experience Artificial Intelligence Government 62

DMG Consulting

APRIL 14, 2023

Interaction Analytics: Listening in on the Omnichannel Customer Journey View this article on the publisher’s website. Interaction analytics (IA) literally listens to (or reads) the voice of the customer and interprets what they are saying (or writing) and how they feel about a company, product, or service.

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Omnichannel Sentiment Analysis Net Promoter Score Contact Center 48

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.

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Contact Center Customer Experience Actionable Insights Start-ups 40

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 PROVIDES INSIGHTS INTO THE VOICE OF THE CUSTOMER. IA BENEFITS THE CONTACT CENTER.

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Contact Center Voice of the Customer Artificial Intelligence Omnichannel 77

Confirmit

JUNE 12, 2017

Ensuring customer expectations are met while adhering to legal guidelines challenges insurers to continuously retool and retrain the contact center workforce on both technical and interpersonal skills. Voice of the Customer Factsheets. Uncover opportunities to cross-sell additional insurance products.

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Contact Center Legal Compliance Voice of the Customer 40

Confirmit

JUNE 12, 2017

Ensuring customer expectations are met while adhering to legal guidelines challenges insurers to continuously retool and retrain the contact center workforce on both technical and interpersonal skills. Voice of the Customer Factsheets. Uncover opportunities to cross-sell additional insurance products.

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Contact Center Legal Compliance Voice of the Customer 40

Callminer

SEPTEMBER 1, 2020

While it may not have been our typical, in-person experience filled with cocktail hours and outdoor activities, there was no shortage of entertainment and powerful and engaging insight from the customer experience (CX) and contact center industry’s most influential leaders, and hands-on practitioners. The great online kick-off.

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VOE Artificial Intelligence Contact Center Entertainment 182

DMG Consulting

SEPTEMBER 29, 2022

Artificial intelligence (AI) is driving a great wave of contact center system and application overhauls and upgrades. In the past three years, AI has progressed from a concept with great potential to a practical set of technologies that are being used to reinvent the underpinnings of every contact center system and application.

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Artificial Intelligence CX Contact Center Text Analytics 62

Uniphore

SEPTEMBER 22, 2021

Interaction analytics takes unstructured data from customer interactions across multiple channels and harnesses it to let you understand the true voice of the customer. For the true voice of the customer, you need to understand interactions no matter where they are happening. Omnichannel conversation analysis.

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Unstructured Data Machine Learning Contact Center AI 100

Execs In The Know

MARCH 9, 2023

How to Create Legendary Social Media Customer Experiences While social media management tools have advanced to keep pace with rising expectations, many organizations have not.

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Social Media Contact Center Hospitality Hospitality 97

Confirmit

JULY 7, 2017

Financial Services consumers increasingly rate the customer experience, along with the financial stability of their institution, as the most important factor in determining their degree of trust in and loyalty to their provider. Agents are expected to understand the context and reasons for each contact. Get Fact Sheet.

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Contact Center Social Media Touchpoint Voice of the Customer 40

Confirmit

JULY 6, 2017

Ensuring customer expectations are met while adhering to legal guidelines challenges insurers to continuously retool and retrain the contact center workforce on both technical and interpersonal skills. Voice of the Customer Factsheets. Uncover opportunities to cross-sell additional insurance products.

Contact Center 40

Contact Center Legal Compliance Voice of the Customer 40

Taylor Reach Group

APRIL 8, 2021

Anyone that has ever worked in a contact center, knows the importance of efficiency. In a typical contact center, we measure efficiency from every angle: Number of contacts per hour, Average Handle Time (AHT) , After Call Work (ACW) and Agent Occupancy just to name a few! And the winner is ….

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Contact Center Compliance Scorecard Start-ups 112

DMG Consulting

APRIL 13, 2022

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 Provides Insights Into The Voice Of The Customer. IA Benefits The Contact Center.

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Contact Center Voice of the Customer Artificial Intelligence Omnichannel 48

1 to 1

NOVEMBER 5, 2013

Before the latest technologies introduced the joys of self-service, the contact center was our only true method for troubleshooting and issue resolution. Customer Service Customer Strategy Voice of the Customer callcenterstrategy contactcenterpreparedness contactcenterstrategy customerservice customerstrategy'

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Contact Center Voice of the Customer Customer Service Technology 44

Fonolo

JANUARY 22, 2020

Wondering what customer service or contact center conference to attend in 2020? This year, we’ve published our full selection of customer service conferences and contact center summits in North America. C3: Clarabridge Customer Connections, San Diego. Customer Contact East, Ft.

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Customer Service Contact Center CX Education 129

CX Accelerator

OCTOBER 3, 2019

In the onboarding phase, I'm being more direct about how we honor our customers’ voice together to ensure a memorable, consistent experience. Immediately begin listening to the voice of the customer Is there a better way to improve CX than to listen to the voice of the customer? Leave us a comment.

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CX Voice of the Customer Start-ups Contact Center 296

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.

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Contact Center Artificial Intelligence VOC Customer Relationship Management 48

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.

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AI CX Contact Center Artificial Intelligence 48

DMG Consulting

JUNE 8, 2021

These increasingly sophisticated analytics solutions have evolved from basic keyword search applications that helped companies understand call reasons to advanced business intelligence (BI) offerings that provide insights and an appreciation of customer sentiment. Product Innovation. Broader Use Cases for IA. Transformational Benefits of IA.

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Text Analytics Contact Center VOC Artificial Intelligence 107

1 to 1

AUGUST 5, 2013

A few years ago, speech analytics, relatively unknown both within the contact center and across the enterprise, was perceived as a risky investment. Today, with clear and present ROI through the identification of customer insights, speech analytics is turning contact centers in profit centers.

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Contact Center Voice of the Customer Customer Service Customer Experience 37

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. Have we lost sight of something when it comes to asking our customers for feedback and gauging what’s truly important in the customer experience?

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NPS Contact Center Close the Loop Net Promoter Score 106

Experience Investigators

JULY 20, 2021

Customer experience leaders often refer to “listening posts” in the customer journey. These are the individual ways customers are asked to provide specific feedback. Related: Improving Your Voice of the Customer Listening Posts? Closing the loop with customers in a consistent way.

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CX Close the Loop Social Media Voice of the Customer 131

DMG Consulting

APRIL 16, 2019

Analytics-enabled quality management (AQM), capturing the voice of the customer, compliance management, and sharing/leveraging results from interaction (speech and text) analytics throughout the organization all have a quantifiable payback and provide significant customer, agent and enterprise benefits.

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Text Analytics Compliance VOC Contact Center 115

Lumoa

JUNE 23, 2021

While the proliferation of handheld devices has a lot to do with the inflated expectations of customers, it is also natural. In the past, contact centers could stay ahead of the curve as long as they ensured to utilize the right solutions and tools to service customers.

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Contact Center Artificial Intelligence Omnichannel Machine Learning 83