InMoment XI

OCTOBER 19, 2021

In a nutshell, Lexalytics, and Tethr are data analytics platforms focusing on structured and unstructured customer data, as well as solicited and unsolicited feedback. Conversational analytics is also powerful as we are no longer limited to low numbers of survey responses, or hearing only from those customers that take the time to respond.

Analytics 493

Analytics Data Customer Experience Social Media 493

Lumoa

DECEMBER 15, 2022

Companies are finding that innovative technologies can make collecting voice of customer analytics more effortless than ever—and these technologies have opened up exciting new possibilities for improving customer experiences. In this article, we’ll go over what Voice of Customer data analytics is and the different types.

Voice of Customer 236

Voice of Customer Analytics Social Media How To 236

InMoment XI

MAY 28, 2020

Text analytics, also known as text mining, is a technology that turns that unstructured information into structured information so that it can be properly analyzed by business intelligence systems. With text analytics, businesses have the power to collect, store and.

Analytics 260

Analytics Customer Satisfaction System Technology 260

InMoment XI

OCTOBER 19, 2021

In a nutshell, Lexalytics, and Tethr are data analytics platforms focusing on structured and unstructured customer data, as well as solicited and unsolicited feedback. Conversational analytics is also powerful as we are no longer limited to low numbers of survey responses, or hearing only from those customers that take the time to respond.

Analytics 295

Analytics Data Customer Experience Social Media 295

InMoment XI

APRIL 24, 2024

At its core, a healthcare contact center is a centralized hub equipped with trained personnel and technology to manage inbound and outbound communications related to healthcare services. InMoment’s conversation analytics software offers a solution by expediting the process and delivering enhanced results.

Contact Center 260

Contact Center Healthcare Contact Center Software Insurance 260

C3Centricity

AUGUST 15, 2023

Customer journeys are evolving fast, and technology is at the forefront of this transformation, especially in the past couple of years, thanks […] The post Providing Amazing Customer Journeys by Leveraging the Power of Technology first appeared on c3centricity.

Customer Journeys 226

Customer Journeys Technology Customers Social Media 226

NICE inContact

APRIL 15, 2020

If your contact center has yet to implement analytics and you’re eager to improve quality management performance, now may be an ideal time to implement this strategic technology. Infusing analytics into your quality management process can pave the way to solutions in a systematic, simplified way.

Analytics 177

Analytics Management Contact Center Technology 177

Team Support

APRIL 23, 2024

In an industry where both innovation and solid relationships are vital, cutting-edge technology plays a significant role in business success. Utilizing relevant technology provides a streamlined, simplified direction to establish sustainable growth and stay competitive.

Technology 52

Technology Company Self Service Knowledge Base 52

NICE inContact

APRIL 15, 2020

If your contact center has yet to implement analytics and you’re eager to improve quality management performance, now may be an ideal time to implement this strategic technology. Infusing analytics into your quality management process can pave the way to solutions in a systematic, simplified way.

Analytics 156

Analytics Management Contact Center Technology 156

TechSee

MAY 19, 2021

As 2021 gets underway, new technologies to improve customer service are emerging, that help businesses boost their service levels while still keeping a firm eye on their bottom line to ensure business continuity in a challenging economic environment. . New Technologies to Improve Customer Service.

Technology 159

Technology Self Service Customer Service Competitive Advantage 159

Uniphore

JANUARY 21, 2022

Advanced technology is making change possible. On the CX side, the technology has reached a level of maturity that allows for real-time interaction with actionable feedback based on patient and member emotion, sentiment and intent. AI-powered analytics optimize patient and member services. But does it have to be?

Healthcare 147

Healthcare Analytics Self Service Consumers 147

NICE inContact

JUNE 30, 2016

Speech Analytics allows customer support organizations to analyze audio of customer interactions for mentions of keywords or phrases, call themes, as well as the sentiment and emotions of callers. Despite this, many contact centers are still struggling to find practical uses, and/or measure the ROI of the technology.

Contact Center 122

Contact Center Analytics Technology Multi-Channel 122

NobelBiz

JULY 25, 2023

Interaction Analytics often termed the keystone of customer engagement strategies, provides businesses with a profound look into customer behaviors, preferences, and patterns when engaging with products or services. What is Interaction Analytics?

Interaction 98

Interaction Analytics Call Center Contact Center 98

TechSee

FEBRUARY 2, 2022

And as with most things, all roads lead to technology. . What Is Call Center Technology? Call center technology can refer to any tool that contact centers use to improve productivity, manage staff, deliver better service, or cut costs. Advanced call center technologies go way beyond handling incoming or outgoing calls.

Call Center 124

Call Center Self Service Technology Social Media 124

C3Centricity

MAY 25, 2020

Do you believe that using technology to understand customers is the only way today? In today’s data-rich environment I’m not really suggesting that you actually ignore data nor technology! The latest technology is not going to make up for your lack of thinking! Were you surprised to read the title of this post?

Technology 194

Technology Analysis Data Consumers 194

BlueOcean

AUGUST 9, 2021

The adoption rate of new and evolving technologies accelerated at unseen speeds—resulting in 10 years’ worth of change within a mere 10 months. Contact center technologies are certainly in the mix of acceleration. We dug into their sentiments and expectations about the future of five key contact center technologies.

Contact Center 156

Contact Center Technology Self Service Analytics 156

ECXO

JULY 4, 2023

Batch AND Real-time Marketing Analytics, instead of Batch OR Real-time Using technology and analytics to support marketing is not especially new. But if you want to drive behavior based on given interactions with your brand as they happen, then real-time marketing analytics is the friend you never knew you always wanted.

Analytics 124

Analytics Marketing Fashion Advertising 124

MiaRec

MARCH 30, 2024

He then speaks to John Ortiz, Technology Sales Manager at MiaRec , who put the demo together, to go through some of the video’s key talking points. In the interview, Charlie and John discuss the advantages and practical uses of Generative AI Technology in CX industry. What benefits can companies expect by implementing your solution?

Analytics 85

Analytics Contact Center Video Customer Satisfaction 85

Calabrio

SEPTEMBER 21, 2016

In addition to the low level of data capture, almost half of all organizations (40%) have no contact center analytics capabilities. Fortunately, new technologies now provide intuitive functionality for harnessing the power of these customer voices. They’re making their agents smarter to make interactions better. Are you listening?

Contact Center 100

Contact Center Analytics Technology Customer Voice 100

Lumoa

JANUARY 23, 2018

Instead it is the unstructured nature of the data which makes it challenging to tackle with any traditional means of analytics. This situation is where automated text analytics is brought in: it can help in sorting out the key topics talked about and reveal the general sentiment per topic. Which one should be tackled first? Learn More.

Analytics 304

Analytics NPS Financial Analysis 304

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. How can you distinguish between a product that offers a few basic speech analytics capabilities and a robust AI-powered interaction analytics solution?

Interaction 100

Interaction Analytics Contact Center Telecommunications 100

Clarivate

APRIL 3, 2024

Technology plays an important role in transferring institutional knowledge, capturing information that otherwise would walk out the door when people retire. The role of data and analytics The panelists all agreed that intellectual property data and analytics are becoming increasingly central to the IP profession. Embrace change.

Technology 59

Technology Strategy Analytics Government 59

CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. VOC analytics complement the call center’s internal KPIs and can provide a better view of a company’s overall performance. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction.

Contact Center 182

Contact Center Analytics Effort Score Net Promoter Score 182

Blake Morgan

DECEMBER 12, 2023

                                   In this week’s episode of the Modern Customer Podcast, Isabella Villani, a renowned customer experience expert and author, illustrates how proactive analytics revolutionizes customer experience (CX).

Analytics 59

Analytics Customer Experience Employee Engagement Resources 59

Gainsight

DECEMBER 20, 2023

And this data can only come from effectively capturing and acting on insights measured through product analytics. According to the 2023 GartnerⓇ Market Guide for Product Analytics for Technology and Service Providers, “Currently, close to half (46%) of all product managers have stepped up efforts for customer-centric insights.

Customer Centricity 52

Customer Centricity Analytics Roadmap Customer Success 52

Team Support

JANUARY 9, 2024

Here’s a look back at how customer support technologies evolved over the last century, and a peak at where they’re going next. By the early 1970s, more call-routing systems were beginning to include ACD technology, ushering in the development of large-scale call centers. Ever wonder what customer service looked like 50 or 60 years ago?

Technology 59

Technology Chatbots Call Center Social Media 59

TechSee

NOVEMBER 20, 2018

Solution: Two New Technology Trends. Utilizing both advanced data analytics and innovative AR remote assistance technology yields a highly efficient solution for customer service operations that directly reduces the need for truck rolls. Data Analytics: From reactive to predictive response. Better CX at lower cost.

Innovation 153

Innovation Technology Self Service Call Center 153

CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. VOC analytics complement the call center’s internal KPIs and can provide a better view of a company’s overall performance. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction.

Contact Center 174

Contact Center Analytics Effort Score Net Promoter Score 174

Blueshift

NOVEMBER 30, 2023

I’m thrilled to announce that Blueshift has achieved the Amazon Web Services (AWS) Advertising and Marketing Technology Competency in the category of Digital Customer Experience!

Advertising 64

Advertising Technology Marketing Analytics 64

CSM Magazine

FEBRUARY 20, 2024

Integration of cutting-edge technology The sports betting industry is harnessing the power of technology to revolutionize customer service. Such technological advancements are integral in creating a more engaging and interactive betting environment.

Sports 52

Sports Innovation Technology Customer Service 52

NobelBiz

APRIL 23, 2024

Traditional collection methods, such as persistent phone calls and letters, are making way for more nuanced, technology-driven, and customer-oriented strategies. This evolution reflects broader trends in consumer behavior, regulatory environments, and technological advancements.

Omni-Channel 52

Omni-Channel Contact Center Customer Centricity Technology 52