AWS Machine Learning

SEPTEMBER 19, 2023

The following are a few popular use cases: Smart reporting and market intelligence – AI can analyze various sources of financial information to generate market intelligence reports, aiding analysts, investors, and companies to stay updated on trends.

Financial 100

Financial Multi-Channel Marketing Analysis 100

Playvox

MARCH 5, 2024

This compares to 19% of baby boomers and 43% of Gen X customers who report they would do the same. McKinsey reports that around 75% of customers expect a “consistent cross-channel service experience.” Today, many quality analysts are still focused on processes — whether agents are doing as they’ve been instructed.

Self Service 78

Self Service Management Contact Center Effort Score 78

Lumoa

JANUARY 19, 2023

Customer Experience Manager / Director This leadership role is responsible for overseeing the CX team, setting up the key processes and goals, establishing relationships with the rest of the organization, reporting to executives and board. They also need to be able to make sense of them, build reports, and recommend actions.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Calabrio

FEBRUARY 18, 2022

Ross Daniels at Calabrio looks at the recently published 2022 Agent Management Value Index Report from analyst firm Ventana Research, for insights into how to structure software selection processes – to help organizations pose the right questions to get the right answers. Access the report reprint here.

Management 130

Management Contact Center Return on Investment Effort Score 130

Lumoa

DECEMBER 19, 2023

Around 30% of IT professionals worldwide have reported that their organizations are witnessing time-saving benefits thanks to implementing new AI and automation software. Analysts might also assign a numerical score to indicate the intensity of sentiment. However, this manual sentiment analysis has its limitations and challenges.

Analysis 208

Analysis Social Media Trends Feedback 208

Playvox

FEBRUARY 16, 2024

The Shift from Quality Assurance to Quality Management Quality assurance (QA) in contact centers was a measurement and practice by analysts, managers, and call center leaders of how agents met (or didn’t meet) defined checkboxes, often for compliance and regulatory requirements, for handling customer interactions.

Contact Center 75

Contact Center Management Effort Score Call Center 75

AWS Machine Learning

FEBRUARY 1, 2024

Typically, data pipeline work requires a specialized skill to prepare and organize data for security analysts to use to extract value, which can take time, increase risks, and increase time to value. Visualize findings Next, we visualize the findings by severity over time to include in a leadership report.

Data 85

Data Analysis Technology Report 85

Thematic

JUNE 14, 2023

0:00 / 1× Analysts and researchers are adept at navigating data to surface essential insights. Even with AI tools, it can take considerable time to perform exploratory analysis and report findings - let alone get results to the people that need them. With Thematic Answers, you can. But they're often time-poor.

Feedback 62

Feedback Analysis Consulting Data 62

Magellan Solutions

AUGUST 6, 2023

Compliance and Regulatory Reporting AI tools can compare lots of financial data with rules, lowering the risk of breaking the law and getting fined. Additionally, AI streamlines the reporting process, saving you time and effort in preparing accurate financial reports.

Financial 98

Financial Tools Analytics Report 98

TechSee

JUNE 16, 2022

Customer Management Practice is the analyst, advisor and industry network that helps companies turn customers into raving fans. At the core of their reporting is a team with a passion for all things customer management, with a focus on Customer Contact and Design & Innovation. Michelle Duerst, VP Analyst at Gartner.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

TechSee

MAY 20, 2020

Two years ago, we cracked open the champagne when Gartner named TechSee as a Cool Vendor in its CRM Customer Support and Service Report. A team of top analysts investigated several companies named in previous ‘Cool Vendors’ reports, which have since made significant progress.

CRM 207

CRM Report Self Service Customer Service 207

Uniphore

OCTOBER 14, 2021

Its 2021 Hype Cycle for Natural Language report focuses on the latest, critical NLT innovations and how IT leaders should explore and integrate each of these capabilities into their technology stack. and/or its affiliates in the U.S. and internationally and is used herein with permission.

Technology 182

Technology Chatbots Innovation Policies 182

Playvox

MARCH 19, 2024

This compares to 19% of baby boomers and 43% of Gen X customers who report they would do the same. Analyze more interactions and automate workloads for analysts. AI can help surface the most pressing issues across a large sample and direct them to your quality analysts for a deeper look. And the list goes on. But there’s more.

Contact Center 74

Contact Center Self Service Net Promoter Score Effort Score 74

Clarivate

JANUARY 3, 2023

To highlight fast-moving and emerging specialty areas of science, Clarivate has once again partnered with the Chinese Academy of Science (CAS) on a special report on the hottest fields in science, including data on the regions and institutions producing the work. Read the new report now. A dynamic view. Fields and nations.

Report 98

Report Analysis Course Leadership 98

Clarivate

NOVEMBER 28, 2023

To highlight fast-moving and emerging specialty areas of science, Clarivate has once again partnered with the Chinese Academy of Sciences (CAS) in a yearly report on the hottest fields in science, including data on the countries and institutions producing the work.

Report 59

Report Analysis Comparison Course 59

Fox Metrics

JANUARY 29, 2021

The Data Analyst 3. Business Analyst 4. The Reporting Developer. The five leading roles are: The Project Head The Data Analyst The Business Analyst The Product Developer The Reporting Developer. The Data Analyst. A data analyst is one of the most crucial jobs inside the Analytics team model.

Analytics 52

Analytics Report Policies Data 52

NICE inContact

OCTOBER 17, 2019

Gartner’s 2019 Magic Quadrant for Contact Center as a Service, North America, report has just been released. Featuring a thorough evaluation of cloud providers by one of the independent analyst firms in the industry, the report is an invaluable tool for contact center leaders considering new technology investments.

Contact Center 120

Contact Center Report Tools Industry 120

Calabrio

JULY 28, 2020

The technology used by the company includes Calabrio Teleopti WFM, computer telephony integration (CTI), Twilio Reporting, Ytica CRM, and Salesforce. Julie Reed is Senior Business Analyst for Pepco Holdings Inc (PHI), an Exelon Company, which provides gas and electrical utilities. Julie Reed, Pepco.

Net Promoter Score 200

Net Promoter Score Contact Center CRM Resources 200

Uniphore

JULY 1, 2021

Jacada reports that contact center employees are increasingly resorting to social networks to both vent out and seek help from peers. Sheila McGee-Smith, President & Principal Analyst, McGee-Smith Analytics, LLC, asks. “As Increasingly, companies listen to their customers on social media, but what about their employees?”

Social Media 218

Social Media Call Center Study Contact Center 218

TechSee

JANUARY 26, 2021

Backed by insights and perspectives following a year of crisis, analyst firms will play a significant post-pandemic role in helping service organizations to navigate the new reality. We may not have a crystal ball – but we can take a look at five key customer service trends that leading analyst firms agree on.

Trends 124

Trends Customer Service Contact Center Financial 124

Clarivate

DECEMBER 8, 2021

The 2021 report, like its predecessor, bases its findings on Research Fronts, which are self-organizing clusters of related research identified by citation analysis. A unique advantage of Research Fronts is that identifying these ‘nodes’ of specialized activity does not depend on the judgements of human indexers or analysts.

Report 98

Report Analysis Course Study 98

NICE inContact

AUGUST 20, 2019

Sheila McGee Smith, the founder and principal analyst at McGee-Smith Analytics, a leading customer experience industry analyst and strategic consultant, has developed a framework to help you build your modernization plan. What functionality do I need beyond the basics of ACD , IVR and reporting ?

Contact Center 136

Contact Center Contact Center Software Call Center Omni-Channel 136

NICE inContact

AUGUST 20, 2019

Sheila McGee Smith, the founder and principal analyst at McGee-Smith Analytics, a leading customer experience industry analyst and strategic consultant, has developed a framework to help you build your modernization plan. What functionality do I need beyond the basics of ACD , IVR and reporting ?

Contact Center 136

Contact Center Contact Center Software Call Center Omni-Channel 136

Experience Matters

AUGUST 28, 2014

Analysts who work with customer data are often frustrated by the slow uptake in its usage. Are analysts unjustifiably bullish about their content? Do not assume that any existing reports or formats are the right ones. They see a ton of valuable insights in their work that go to waste. What’s going on?

Customer Connectedness 314

Customer Connectedness Data Customer Centricity Analysis 314

Lithium

JANUARY 2, 2024

Complimentary analyst report: Gartner’s Top Strategic Predictions for 2024 and Beyond “AI” was the biggest buzzword of 2023. This Gartner® analyst report explores questions like this, providing valuable predictions and insights for executive leaders.

Social Media 52

Social Media CRM Video Contact Center 52

SuiteCX

MARCH 15, 2019

2018 was its best year ever with increased profit, higher demand and recognition in analyst reports. According to the report, SuiteCX’s strengths include its “integrated rich functionality” with VOC vendors as well as its “deep analysis capabilities,” among other strengths [1]. “To 2018 was an excellent year for SuiteCX.

Customer Journeys 100

Customer Journeys CEM Tools Automotive 100

Circular Edge

NOVEMBER 2, 2023

With the latest JD Edwards updates you can streamline your 1099 reporting, stay in line with tax regulations, and ensure a smooth transition into the new year. Don’t miss out on the opportunity to make this year-end a seamless and efficient experience with JDE.

Financial 52

Financial Innovation Report System 52

Optimove

FEBRUARY 28, 2024

Stay in touch Be the first to know all about the latest Marketing tips & tricks, Industry special insights and more Much of his advice is derived from a July 2023 report Warner and his colleagues authored entitled: 2023 B2C Marketing Challenges and Priorities: Stay Focused to Avoid Distractions Like Generative AI Hype.  

Conference 52

Conference Connections B2C Tips 52

Clarivate

AUGUST 16, 2023

In this blog, Ed White, Senior Director and Principal Analyst, celebrates how DWPI evolved from a newsletter of patent abstracts into an integral part of the global patent system. Our annual report, Top 100 Global Innovators , provides a taste of what this analysis can achieve. Derwent World Patents Index (DWPI ) turns 60 this year.

Exercises 97

Exercises Innovation Analysis Government 97

Enalyzer

AUGUST 24, 2021

Surveys, reports, and insight are in a symbiotic relationship. Today we’re going to highlight reports but never forget that one cannot exist without the other. Reports help you visualize and understand the survey data that you can share with whoever needs to see it so that everyone makes informed decisions.

Report 97

Report Data Comparison Survey 97

Clarivate

FEBRUARY 15, 2023

In a new report [1] , Clarivate patent analysts Gaurav Sawant, Parijat Oak and Ed White identify core patents to 5G standards. In this latest report, we present updated analysis of patents declared as essential to 5G as of December 31, 2021. This report reflects Clarivate work product and analysis.

Analysis 52

Analysis Telecommunications Report Technology 52

Bob Hayes

FEBRUARY 21, 2021

Specifically, most data professionals reported that only one activity that was an important part of their work; they included Business Analyst, DBA/Database Engineer, Data Analyst, Product/Project Manager, Software Engineer and Statistician. Data Scientists reported the highest number of work activities with three.

Data 75

Data Sports Software Report 75

Education Services Group

JUNE 14, 2022

How many reports in your inbox or dashboards in your reporting tool look like one of those books? I’ll never fully understand why we choose to display inaccurate or incomplete data in our dashboards and reports. For example, if you know your NPS data is solid and complete, build a custom report or dashboard for it.

Data 52

Data Customer Success Net Promoter Score Report 52

Blake Morgan

SEPTEMBER 5, 2023

                  According to The Planning Guide 2024, Forrester’s latest customer experience report, 64% of customer experience leaders expect a budget increase in 2024. Forrester is an advisory company offering research, consulting, and other services to help companies make better customer experience decisions.

ROI 72

ROI Metrics Data Customer Experience 72

Playvox

APRIL 21, 2023

Zendesk reports that only one-third of contact centers are omnichannel, so there’s a real competitive advantage to offering your customers a more fluid experience. Both serve customers in multiple channels, but a multichannel environment doesn’t connect those channels — every interaction is siloed.

Omni-Channel 95

Omni-Channel Self Service Customer Experience Contact Center 95

Playvox

MAY 24, 2022

The SoFi team required visibility into this QA data at every level of the business, from C-suite, to manager, to analyst, to agent. With their member-oriented data goals in mind, Playvox worked with SoFi to build out the reporting their diverse department leaders needed during this exciting time of transition. Data Needs Context.

Data 72

Data Leadership Financial Banking 72