Fox Metrics

AUGUST 14, 2020

Most businesses are leveraging data analytics to get insight into who their customers are, what they do, what they want, and how to reach them. In fact, a study by McKinsey & Company found that businesses using data analytics are 7.4 Analytic talk 3. FoxMetrics Blog 5. Analytics Vidhya 6.

Analytics 93

Analytics Data Social Media Analysis 93

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. At the same time, it is also what most companies are missing. At the same time, it is also what most companies are missing. Long-term actions are based on the analytics results of customer feedback.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Lumoa

JANUARY 19, 2023

What does the company want to achieve? What’s more, it will help you build a link between your CX team goals and the broader company goals. Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. In This Article: Preliminary Steps 1.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Lumoa

JANUARY 11, 2022

What Is an NPS Software? NPS surveys or full NPS analytics? The question of “What should you invest in: survey or analytics?” And without great analytics, you would not understand your data. Key Features Understand what drives the NPS up and down, and with how much.

NPS 259

NPS Software Net Promoter Score Survey 259

NICE inContact

APRIL 18, 2019

Have you noticed all the hype around using analytics in quality management, but haven’t utilized it in your organization? Analytics can help you get immediate answers to critical questions, immediately identify trends that negatively impact customer experience and reduce supervisor effort.

Analytics 162

Analytics Management Contact Center Call Recording 162

Lumoa

MARCH 12, 2023

In This Article: What is a customer experience platform? A customer experience platform is a set of tools designed to help a business manage and improve—you guessed it—the customer experience they provide. These tools typically include features such as customer data management, analytics and reporting, automation, and personalization.

Customer Experience 208

Customer Experience Customer Journeys NPS Analytics 208

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. Table of Contents What is Call Center Optimization? Optimization helps reduce unnecessary expenses while maintaining service quality.

Call Center 105

Call Center Tools Contact Center Net Promoter Score 105

Lumoa

MARCH 6, 2023

Every company wants to know what its customers think of its product- but few think of simply asking them directly. Garen Di Bernardo, Product Marketing Manager for Lumoa- a feedback analytics platform- provided some valuable tips on how to read customer conversations in an insightful webinar.

Analytics 208

Analytics How To Analysis Feedback 208

Comm100

MARCH 25, 2024

Luckily for business owners and budding chatbot developers alike, launching a quality bot isn’t hard, as long as you know what to watch out for. Before you commit to and/or begin to design a chatbot, it’s important to understand what bots can help you with – and have some real-life references in mind.

Chatbots 240

Chatbots Customer Journeys User Experience System 240

BirdEye

DECEMBER 5, 2023

That’s why mastering business reputation management (BRM) is not just a smart move – it’s a requisite for your company’s success. In this blog, we will explore the world of reputation management for businesses. Table of contents What is business reputation management? That’s almost everyone!

Brands 110

Brands Management Social Media Analytics 110

BirdEye

MARCH 27, 2024

This blog post will discuss what impressions mean on Twitter, why they matter to businesses, how to calculate them, and strategies to skyrocket your brand with higher impressions. Table of contents What are Twitter impressions? What is a tweet impression? Twitter Analytics 2. Twitter ads manager 4.

Engagement 64

Engagement Social Media Analytics Metrics 64

COPC

JUNE 9, 2023

This blog article discusses the importance of employing multiple types of AI, implementing effective controls and guardrails, and adapting specific roles within the CX organization. examine the differences between generative and analytical AI, focusing on the importance of good data and its role in delivering exceptional CX.

Industry 114

Industry Customer Experience Analytics Training 114

NICE inContact

AUGUST 28, 2019

Contact center managers often tell us, “My contact center. needs a customer survey tool so I can know what my customers are saying.” And these managers – like most of us – are conditioned to automatically think only of customer service surveys when they hear phrase “voice of the customer program.”. Omnichannel Analytics.

Survey 139

Survey Contact Center Net Promoter Score Omni-Channel 139

ShepHyken

MAY 31, 2019

What is the customer experience? But what does “customer experience” mean and how does it differ? The quality of this experience will affect the conversations your customer has both on and offline. You can also use analytics data to better understand your customer demographics, interests and behaviors.

Customer Experience 116

Customer Experience Touchpoint User Experience Feedback 116

NobelBiz

APRIL 2, 2024

They serve as centralized hubs for managing multichannel interactions, voice calls, emails, chats, social media, and more. Feature Set Offer a comprehensive suite of advanced features, including omnichannel routing, advanced IVR systems, workforce management tools, CRM integration, reporting, and analytics capabilities.

Contact Center 106

Contact Center Self Service Omni-Channel CRM 106

BirdEye

DECEMBER 26, 2023

Your business’s success critically depends on customer experience, and ensuring quality in customer interactions immensely boosts the experience. Read this blog post to learn more about VoIP services and pick the best VoIP service for your business. Table of contents What is VoIP? What is a VoIP number?

Call Recording 111

Call Recording Video System Communication 111

CloudCherry

FEBRUARY 26, 2019

Key Takeaways from Forrester Report on the State of Customer Analytics. The findings of the 2018 Forrester Report on the State of Customer Analytics are based on an online survey in which 144 North American analytics and measurement pros , from a broad set of industries, took part. Retailers find other ways to use analytics too.

Analytics 256

Analytics Report Analysis Study 256

NICE inContact

JUNE 17, 2019

If the answer is “no” or “I don’t know,” it might mean you’re among the vast majority not evaluating these channels as part of your quality program. 90% of businesses support phone, and 83% measure phone quality — great! 90% of businesses support phone, and 83% measure phone quality — great! And it only gets worse from here!

Analytics 136

Analytics Customer Experience Management Contact Center 136

NICE inContact

JUNE 17, 2019

If the answer is “no” or “I don’t know,” it might mean you’re among the vast majority not evaluating these channels as part of your quality program. 90% of businesses support phone, and 83% measure phone quality — great! 90% of businesses support phone, and 83% measure phone quality — great! And it only gets worse from here!

Analytics 136

Analytics Customer Experience Management Contact Center 136

Calabrio

DECEMBER 18, 2020

The emergence of analytics has been one of the biggest trends of the past decade, providing companies with exponentially better insight into their data. Analytics software is helping contact centers tap into that information for a better understanding of customer preferences, expectations and requirements.

Contact Center 162

Contact Center Leadership Self Service Analytics 162

Lumoa

MARCH 6, 2023

Every company wants to know what its customers think of its product- but few think of simply asking them directly. Garen Di Bernardo, Product Marketing Manager for Lumoa- a feedback analytics platform- provided some valuable tips on how to read customer conversations in an insightful webinar.

How To 208

How To Analysis Feedback Innovation 208

Calabrio

JANUARY 2, 2020

Together we are 600+ employees devoted to delivering the best Workforce Engagement Management (WEM) suite and supporting 5,800 customers worldwide. Embracing the new era of CX Intelligence means going beyond the simple ‘what happened?’ Therefore, on January 13 we will completely unite under the Calabrio brand.

Brands 221

Brands Social Media Roadmap Contact Center 221

NICE inContact

OCTOBER 23, 2019

Have you wondered if contact center analytics could “really” work to help you create a seamless customer experience? Seeing all interactions reveals the big picture of what is really happening in your contact center. This is where CXone Interaction Analytics Pro helps you see the “forest” of possibility.

Contact Center 121

Contact Center Analytics Call Center NPS 121

Playvox

FEBRUARY 16, 2024

Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey. One of the most impactful uses is how AI is transforming customer experience (CX).

Contact Center 75

Contact Center Management Effort Score Call Center 75

NobelBiz

MARCH 5, 2024

As a call center stakeholder—be it an owner, manager, or supervisor—the task of harnessing call center reporting to pinpoint areas for improvement, optimize agent performance, and ultimately enhance customer satisfaction can seem daunting. Table of Contents What is Call Center Reporting?

Call Center 59

Call Center Report Contact Center Net Promoter Score 59

BirdEye

APRIL 26, 2024

This blog post discusses the content creation tools businesses must use to enhance their campaigns. Table of contents What are content creation tools? But, maintaining an active presence by posting consistently across all platforms while managing multiple accounts can be daunting. Adobe Veed.io

Tools 59

Tools Social Media Multi-Channel Video 59

NICE inContact

MARCH 6, 2018

I have no doubt that every person that reads this blog can recall a time when they received outstanding customer service from a person or company. After an interaction the customer receives an email, chat, or SMS/text message asking a few questions about the quality of service. Customer Analytics. Quality Management.

How To 180

How To Analytics Survey Feedback 180

NICE inContact

JULY 30, 2019

Collecting quality customer feedback is great, but how can you ensure that it’s actionable for your business? What is the sweet spot? For example, use speech analytics to uncover feedback in your recorded calls, and use interaction data to tell you what behavior says about customer experience. Ask Less, Learn More.

Feedback 138

Feedback Contact Center Tips Survey 138

Uniphore

NOVEMBER 23, 2021

The Conversational Automation platform uses AI to hear what service agents might miss, including emotion and intent. Another big thing that came out was improving the overall customer experience by understanding sentiment and providing a holistic view of call quality….Instead Those awkward silences.

Average Handle Time 130

Average Handle Time Return on Investment e-support Analytics 130

Comm100

MAY 19, 2020

Note: This blog post was originally published on Jul. If you’re reading this blog post, you probably already know that live chat is a platform that allows you to chat directly with your website visitors. Live chat is a must-have tool for your business, and this blog post is going to cover exactly why that is. Proactive outreach.

Competitive Advantage 279

Competitive Advantage eBook Report Loyalty 279

ShepHyken

JULY 12, 2019

In fact, the applicability of AI and its subset, machine learning, is relevant across all facets of the business, including facility management. Adopting automation technology with machine learning and AI capabilities will improve how you manage your facilities at a high level. Keep Your Employees Focused on What Matters.

Customer Experience 106

Customer Experience How To Roadmap Analysis 106

BirdEye

DECEMBER 22, 2023

In this blog, we’ll cover what to look for in a small business phone system, which phone systems are the best for small businesses, and more. In this blog, we’ll cover what to look for in a small business phone system, which phone systems are the best for small businesses, and more.

System 111

System Self Service Analytics Communication 111

CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. 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. What are their feelings regarding the company? What to Do with VOC Data. How loyal are they?

Contact Center 182

Contact Center Analytics Effort Score Net Promoter Score 182

NICE inContact

JULY 24, 2019

Supporting these next-generation digital channels is different in many ways from what companies are used to. The impact on contact centers is broad, affecting forecasting and scheduling, interactions, capturing, quality, performance, analytics and more. Because this is what the customer expects. in marketing).

Self Service 137

Self Service Consumers Contact Center Omni-Channel 137

Calabrio

JANUARY 2, 2020

Together we are 600+ employees devoted to delivering the best Workforce Engagement Management (WEM) suite and supporting 5,800 customers worldwide. Embracing the new era of CX Intelligence means going beyond the simple ‘what happened?’ Therefore, on January 13 we will completely unite under the Calabrio brand.

Social Media 190

Social Media Roadmap Contact Center Analytics 190

Calabrio

DECEMBER 18, 2020

The emergence of analytics has been one of the biggest trends of the past decade, providing companies with exponentially better insight into their data. Analytics software is helping contact centers tap into that information for a better understanding of customer preferences, expectations and requirements.

Contact Center 130

Contact Center Leadership Self Service Analytics 130

BirdEye

DECEMBER 5, 2023

That’s why mastering business reputation management (BRM) is not just a smart move – it’s a requisite for your company’s success. In this blog, we will explore the world of reputation management for businesses. Table of contents What is business reputation management? That’s almost everyone!

Brands 64

Brands Management Social Media Analytics 64