Calabrio

SEPTEMBER 30, 2020

That’s why the right analytics platform, applied the right way to the right data, is so critical to contact center leaders right now. the organization that best uses Calabrio Analytics to turn contact center data into actionable insights and tangible results. Bluegrass Cellular. Idaho Central Credit Union.

Analytics 147

Analytics Net Promoter Score Contact Center Effort Score 147

Kerry Bodine

MAY 3, 2019

As such, I hold a special place in my heart for NPS and the people that created it. We talked about a wide range of customer experience topics, but my favorite point in the conversation was getting to ask Rob a question that’s been in the back of my mind since I first heard about NPS some dozen plus years ago: Why the 11-point scale?

NPS 120

NPS Analytics Customer Insights Net Promoter Score 120

Kerry Bodine

MAY 3, 2019

As such, I hold a special place in my heart for NPS and the people that created it. We talked about a wide range of customer experience topics, but my favorite point in the conversation was getting to ask Rob a question that’s been in the back of my mind since I first heard about NPS some dozen plus years ago: Why the 11-point scale?

NPS 120

NPS Analytics Customer Insights Net Promoter Score 120

NobelBiz

FEBRUARY 22, 2023

The data collected, measured, and analyzed for contact centers is an absolute gold mine. This article focuses on the crucial role of customer data analytics in contact center performance and customer experience. Table of Contents show What is Customer data analytics?

Contact Center 52

Contact Center Analytics Data Call Center 52

NICE inContact

NOVEMBER 6, 2018

Contact center management is hard. Your need insights and analytics that empower you to make the right decisions. Let’s look into some ideas that will help you successfully manage you contact center environment while keeping your cool in the process. Choose the right contact center solution.

Contact Center 122

Contact Center Tips Management Contact Center Software 122

CloudCherry

SEPTEMBER 6, 2018

Fortunately, while predicting the future in its entirety is close to impossible, predictive analytics can help businesses like you make smarter, data-driven decisions about where they’re going without any magic powers. This is where predictive analytics, driven by machine learning, can help. Customer Sentiment.

Analytics 221

Analytics Analysis NPS Financial 221

NICE inContact

JUNE 17, 2019

Would you want those customer experiences factoring into your NPS? In a 2017 study titled Modern Standards for Managing Contact Center Quality, ICMI found a huge gap between the percentage of organizations that are using digital channels to communicate with customers and those that are using Quality Management (QM) to evaluate these channels.

Analytics 136

Analytics Customer Experience Management Contact Center 136

NICE inContact

JUNE 17, 2019

Would you want those customer experiences factoring into your NPS? In a 2017 study titled Modern Standards for Managing Contact Center Quality, ICMI found a huge gap between the percentage of organizations that are using digital channels to communicate with customers and those that are using Quality Management (QM) to evaluate these channels.

Analytics 136

Analytics Customer Experience Management Contact Center 136

NobelBiz

APRIL 18, 2023

Optimizing team productivity is the key to achieving this goal, and this comprehensive guide will walk you through the steps necessary to unlock your call center’s full potential. What is hyper efficiency in a contact center? CSAT = (number of positive responses / the total number of responses) x 100.

Contact Center 52

Contact Center Call Center Management Gamification 52

Uniphore

JULY 10, 2021

How to Cut Call Center Agent Onboarding Time in Half. Brian Cantor Leading CX Industry Analyst Contact Center Week. It’s challenging to train, onboard, and retain talent in the contact center today. Brian Cantor Leading CX Industry Analyst Contact Center Week. Register Now.

Call Center 223

Call Center Contact Center How To Case Study 223

NobelBiz

FEBRUARY 14, 2023

In a contact center, facilitate managing the large volume of daily customer interactions by using essential CRM strategies. CRM software enables contact centers to easily store and access customer information such as purchase history and contact details. This information is used to make data-driven decisions.

Contact Center 52

Contact Center CRM Measurement Strategy 52

Lumoa

APRIL 28, 2024

Medallia is known for its robust analytics and reporting capabilities, providing in-depth insights into customer feedback and trends. Companies use surveys, NPS, CSat, and reviews to gauge customer sentiment but often base improvements on intuition. You can calculate exactly how much different topics impact your KPI (e.g.

Self Service 208

Self Service Customer Journeys Feedback Analysis 208

Experience Investigators by 360Connext

APRIL 23, 2024

Metrics from customer surveys like Net Promoter Score (NPS) or Customer Satisfaction Rate (CSAT) are measurements from a certain group of customers to consider in your strategic decisions. Many leaders are seeing heavy turnover in contact centers, leading to costs around hiring, training, and losing institutional knowledge.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

NobelBiz

FEBRUARY 27, 2024

By identifying areas for improvement, call centers can increase the quality of service and customer satisfaction. Real-Time Dashboards and Post-Call Analytics: NobelBiz Call Log Analytics – Supervisor Dashboard Real-time dashboards provide a snapshot of ongoing operations, allowing managers to make informed decisions quickly.

Call Center 105

Call Center Tools Contact Center Net Promoter Score 105

InMoment XI

JANUARY 4, 2024

Personalization Leverage data analytics and customer insights to personalize the online shopping experience. Using InMoment’s predictive customer analytics tool, you get automated insights from unstructured feedback that help you notice what needs to be improved, or what is performing well. Schedule a demo to see for yourself today!

Retail 260

Retail Customer Experience Effort Score Social Media 260

InMoment XI

DECEMBER 22, 2022

Most brands with a VoC or experience improvement program will centralize the data streams and use advanced analytics and behavioral science experts to identify what customers are actually saying. To listen to its customer feedback, the DocuSign product team uses in-app NPS microsurvey feedback to continually optimize end user experience.

Voice of Customer 558

Voice of Customer Examples Strategy Net Promoter Score 558

Kerry Bodine

MAY 3, 2019

As such, I hold a special place in my heart for NPS and the people that created it. We talked about a wide range of customer experience topics, but my favorite point in the conversation was getting to ask Rob a question that’s been in the back of my mind since I first heard about NPS some dozen plus years ago: Why the 11-point scale?

NPS 67

NPS Analytics Customer Insights Net Promoter Score 67

Lumoa

FEBRUARY 7, 2023

During an NPS survey, a customer replies with a 7 and comments that they’d love to see the reporting section expanded. Customer surveys include customer satisfaction surveys, NPS, and long-form questionnaires. With the help of voice and text analytics, the data analysis process is made even easier. or is it different?

Analysis 423

Analysis Data How To Customer Centricity 423

Uniphore

NOVEMBER 11, 2021

Faced with record-high contact center traffic, many organizations accelerated their digital transformations—and uncovered a wealth of untapped CX value. It then automatically manages the fulfillment of the promises, which improves NPS, reduces repeat calls and shortens processing time.

Banking 130

Banking Net Promoter Score Contact Center NPS 130

NobelBiz

DECEMBER 14, 2021

A phone call should only be made once in a perfect contact center world. In this article, we detail the best contact center strategies to reduce After-Call Work Time (ACW). The Key role of ACW for Contact Centers ACW is an abbreviation for “ after-call work.” The reason for the phone call (eg.

Contact Center 52

Contact Center Strategy Call Center CRM 52

NobelBiz

NOVEMBER 13, 2023

According to Forbes : 97% of consumers and 98% of contact center managers say customer service interactions impact whether consumers stay loyal to a brand. 60% of consumers have switched brands due to a negative contact center experience. How to measure Your Contact Center’s NPS?

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

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. This includes calls, emails, live chat, and social media.

Call Center 59

Call Center Report Contact Center Net Promoter Score 59

Thematic

JANUARY 17, 2023

Don’t present your NPS as green because you’ve moved it a little bit, when actually it’s really red. For example, say your core metric is NPS. Think of a conventional contact center, where a service level agreement is in effect. If your NPS is not moving upwards, then these measures come under fire.

Metrics 62

Metrics Omni-Channel Analytics NPS 62

NobelBiz

AUGUST 3, 2021

What are the flaws in your contact center? After all, running a contact center without taking human, technological, and managerial facts into account in every operational element is comparable to driving a car without a dashboard. Is your client satisfaction decreasing? Team Management: how dedicated are your agents?

Contact Center 52

Contact Center How To Omni-Channel Social Media 52

Pointillist

SEPTEMBER 28, 2021

The pressure to reduce contact center costs is immense. But many contact center leaders struggle to achieve these outcomes while simultaneously improving customer satisfaction. Contact centers are now considered more than just service centers. Omnichannel Interaction Data is Siloed or Nonexistent.

Contact Center 40

Contact Center Customer Journeys Self Service How To 40

Uniphore

NOVEMBER 16, 2021

Traditional banks did amazingly well in playing catch-up on digital transformation, but they didn’t necessarily perform as well when responding to the overwhelming volume of ensuing contact center interactions. Banking contact center interactions are expected to remain elevated through 2024.

Banking 130

Banking Net Promoter Score Contact Center eBook 130

Playvox

JANUARY 25, 2024

Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? How Workforce Optimization Works in a Contact Center The most valuable asset in a customer service organization or contact center is your workforce.

Contact Center 77

Contact Center Omni-Channel Net Promoter Score Effort Score 77

CSM Magazine

JANUARY 23, 2019

With this in mind, here are 10 top trends for contact centers and the customer experience in 2019. There are increasing numbers of brands focusing on the CX rather than basic contact center metrics, which is a positive move for the industry as a whole. Analytics will continue to be important. Twelve months to go.

Contact Center 55

Contact Center Chatbots Omni-Channel Analytics 55

NobelBiz

DECEMBER 19, 2023

Discover tried-and-tested techniques to navigate challenging conversations in the customer service and contact center arena. These data can be organized and analyzed to help better understand what’s happening in the call center . As the saying goes, “knowledge is power,” and real-time analytics provide exactly that.

Call Center 106

Call Center Management Contact Center Wait Times 106

NICE inContact

AUGUST 21, 2019

Measured as NPS, CSAT, Effort Score or others, it is the most significant measure that impacts top line and bottom and this is how. Marry operational data from various systems like contact center, ERP and others into a large data set to mine the best insights.

Customer Experience 136

Customer Experience Contact Center Effort Score Call Center 136

NICE inContact

AUGUST 21, 2019

Measured as NPS, CSAT, Effort Score or others, it is the most significant measure that impacts top line and bottom and this is how. Marry operational data from various systems like contact center, ERP and others into a large data set to mine the best insights.

Customer Experience 136

Customer Experience Contact Center Effort Score Call Center 136

Uniphore

JANUARY 14, 2022

By harnessing the power of conversational AI and automation, businesses can optimize every conversation, increase NPS, improve customer LTV and achieve efficiencies. Why is agent empowerment key to achieving business objectives (ROI and bottom line, contact center metrics, newly defined KPIs)? guest speaker?Alan Alan Webber,?Program

Roadmap 130

Roadmap Customer Experience Contact Center Omni-Channel 130

CustomerSuccessBox

APRIL 19, 2022

Customer journey analytics is enabling access to tap into the customer behavior across touchpoints and over time to measure the impact of customer behavior on business outcomes. What is Customer Journey Analytics? Why is it important to have Customer Journey Analytics? From marketing to customer support to even customer success.

Customer Journeys 52

Customer Journeys Metrics Analytics Touchpoint 52

AWS Machine Learning

MARCH 1, 2024

The rise of artificial intelligence (AI) has created opportunities to improve the customer experience in the contact center space. For more information about other AWS CCI capabilities, see Contact Center Intelligence. He has held a wide range of technical roles and enjoy showing customer’s art of the possible.

Chatbots 90

Chatbots Self Service Omni-Channel Contact Center 90

NICE inContact

DECEMBER 12, 2018

Today, call center scripting is used widely. To understand why that is the case, here’s the arguably five biggest benefits of using agent scripting in a contact center: Decrease agent training. Use your analytics and quality monitoring to review script-based interactions. Maintain regulatory compliance.

Call Center 121

Call Center Net Promoter Score Contact Center How To 121

Team HGS

JANUARY 30, 2018

Advantages of Using Analytics in Customer Experience. By Subramanya C, HGS Chief Technology Officer Analytics goes hand in hand with today’s optimized customer experience strategy. As predicted by Gartner, this year 50% of agent interactions will be influenced by real-time analytics.

Analytics 69

Analytics Customer Experience e-support Insurance 69

Avaya

MAY 31, 2018

Historical data, which is often attained using NPS surveys and purchasing history, are useful in providing collaborative measures, but they fall short. The onus is on companies such as Avaya to develop artificial intelligence and analytics platforms that can understand, route and address an immediate customer need.

Contact Center 42

Contact Center Self Service How To Effort Score 42