Think Customers

MAY 26, 2022

Think fast: What is the difference between business intelligence and predictive analytics and why does it matter? Business intelligence and predictive analytics are often used interchangeably to describe tools and methods for utilizing data to make informed decisions. What is predictive analytics? What is business intelligence?

Analytics 52

Analytics Contact Center Insurance Data 52

InMoment XI

JANUARY 4, 2024

Ensure intuitive navigation, quick loading times, and a seamless checkout process. Personalization Leverage data analytics and customer insights to personalize the online shopping experience. Efficient Checkout Process Streamline the checkout process to minimize wait times and enhance convenience. References Trustmary.

Retail 260

Retail Customer Experience Effort Score Social Media 260

Comm100

JUNE 23, 2022

Reducing wait times. With bots handling unlimited chats simultaneously, students can get answers to simple questions without waits. With more agent availability, students will also have reduced waits for complex problems. Reporting and analytics . 24/7 support.

Chatbots 205

Chatbots Self Service Video Wait Times 205

Thematic

JANUARY 17, 2023

No one wants to present a negative report. This watermelon style of reporting serves no one. Relying on vanity metrics, setting the wrong benchmarks, or selectively reporting on green metrics makes it very difficult to understand what’s really going on. It can feel intimidating. For example, say your core metric is NPS.

Metrics 62

Metrics Omni-Channel Analytics NPS 62

NobelBiz

FEBRUARY 22, 2023

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? Customer data analytics uses customer behavior data to assist in crucial business decisions through market segmentation and predictive analysis.

Contact Center 52

Contact Center Analytics Data Call Center 52

CX University

MAY 13, 2024

A Forrester study found that the automation of customer service processes can reduce handling times by 60%. Chatbots can instantly respond to common or basic customer inquiries, reducing wait times and improving the overall customer experience.

Chatbots 52

Chatbots Customer Experience Wait Times Study 52

NobelBiz

FEBRUARY 27, 2024

Hold Queues : Ensures calls are answered promptly, minimizing wait times. 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 104

Call Center Tools Contact Center Net Promoter Score 104

Comm100

MAY 20, 2022

Lower wait times. The instant, real-time nature of live chat satisfies consumers’ need for speed, but it also helps to reduce wait times. This is known as chat concurrency and means that visitors don’t need to experience lengthy wait times as they so often do on the phone. Download the report.

Software 188

Software Wait Times Multi-Channel Consumers 188

Uniphore

DECEMBER 17, 2021

In fact, more than four out of ten members (43%) report that they prefer the call center as the primary channel for communicating about their health plan. The authors of the report state that “sadly, brands failed to excel in this area. 68% of members reporting a positive experience.

Self Service 130

Self Service Healthcare Contact Center Effort Score 130

NICE inContact

SEPTEMBER 27, 2019

There was no visibility into performance, and creating reports required the use of a third-party product. Empire launched a search for a contact center provider that could deliver flexibility, scalability, functionality, robust analytics, reporting, visibility and quality management.

Abandon Rate 137

Abandon Rate Contact Center Wait Times Case Study 137

Thematic

OCTOBER 1, 2018

Maybe you’ve used Text Analytics methods to analyze free-form textual feedback (verbatims)? What is text analytics? Text analytics is the process of extracting meaning out of text. How is text analytics used by companies? Some text analytics background….

Analytics 76

Analytics Analysis Training Feedback 76

Experience Investigators by 360Connext

OCTOBER 17, 2023

Reporting on a Net Promoter Score (NPS) month after month that doesn’t vary too dramatically can create a sense of complacency. Leaders who receive the reports don’t see real value in these numbers because they aren’t shown how they are connecting to the overall business strategy. Use some storytelling techniques here, too.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

InMoment XI

OCTOBER 31, 2023

These centers are equipped with advanced technologies, including customer relationship management (CRM) software, predictive dialers, and analytics tools. Supervisors and Team Leaders Reporting to the call center manager, there are often several supervisors or team leaders.

Call Center 260

Call Center Strategy Management First Call Resolution 260

Call Experts

APRIL 8, 2024

According to Bellomy Research , over 40% of those that use a contact center for utilities report an increase in important aspects like time, training, and associated costs needed for onboarding new employees. Data-Driven Insights Modern call center technology provides valuable analytics and reporting capabilities.

Contact Center 52

Contact Center Self Service Multi-Channel Customer Service 52

Uniphore

NOVEMBER 16, 2021

Keeping the Human Touch A new report by the Economist Intelligence Unit reveals that four in five bankers (81%) believe that financial institutions will seek to differentiate themselves on customer experience rather than on their products in the next four years.

Banking 130

Banking Net Promoter Score Contact Center eBook 130

NetBase

OCTOBER 31, 2018

Learning from other brands is a huge benefit of social analytics. For this type of reporting to work, however, your tools must deliver accurate results. This has helped them reduce wait times by identifying busy times at various branch locations, increased campaign effectiveness by 113%, and reduce misinformation spread online by 80%.

Analytics 59

Analytics Social Media Analysis Tools 59

NobelBiz

OCTOBER 31, 2023

To put things in perspective, let’s first look at some statistics showcasing the importance of customer support: According to Email Analytics , 77% of customers are more likely to share a positive experience with brands. Data analytics in call centers goes beyond merely collecting data.

Call Center 104

Call Center Contact Center Software Contact Center Social Media 104

NobelBiz

MAY 7, 2024

This intelligent routing reduces wait times and enhances overall customer satisfaction by providing tailored interactions. Hybrid dialers also reduce idle time and ensure a continuous flow of calls, helping agents to maintain momentum and handle more productive conversations throughout their shifts.

Call Center 59

Call Center Self Service Wait Times System 59

Comm100

JULY 4, 2023

You can best demonstrate impact by measuring against business outcomes – but you’ll need a robust reporting suite to help you do this. When selecting a chatbot vendor, understand what kind of reporting and analytics they offer.

Chatbots 130

Chatbots How To Measurement Report 130

Comm100

DECEMBER 13, 2021

With the average wait time of live chat at 15 seconds compared to 45-50 seconds for phone, it’s easy to see why the popularity of live chat is growing among members. Over time, live chat reports have allowed LMCU management to compare agent performance during different time periods and identify key visitor pain points.

Banking 130

Banking Financial e-support Wait Times 130

BirdEye

SEPTEMBER 8, 2020

Birdeye Webchat is a powerful tool that allows businesses to engage with site visitors in real-time and convert them into leads–not to mention improving existing customer satisfaction. BirdEye event tracking integrates with Google Analytics in a simple, two-step process. What Webchat events does Google Analytics Track?

Analytics 89

Analytics Wait Times Customer Satisfaction Interaction 89

NobelBiz

APRIL 30, 2024

This evolution has been driven by advancements in machine learning, natural language processing, and big data analytics. This immediate responsiveness ensures that customers do not have to endure long waiting times, thereby enhancing their overall satisfaction.

Call Center 105

Call Center Contact Center Chatbots Virtual Agent 105

NobelBiz

FEBRUARY 13, 2024

Self-service Options Providing customers with robust self-service options through various channels (web, mobile, IVR) empowers them to find solutions quickly without needing direct agent interaction, reducing wait times and improving overall satisfaction. All enabled by NobelBiz leading contact center technology.

Call Center 59

Call Center Self Service Software Contact Center 59

NobelBiz

APRIL 30, 2024

This evolution has been driven by advancements in machine learning, natural language processing, and big data analytics. This immediate responsiveness ensures that customers do not have to endure long waiting times, thereby enhancing their overall satisfaction.

Call Center 104

Call Center Contact Center Chatbots Virtual Agent 104

Kustomer

JANUARY 7, 2024

Does the alternative offer key features like analytics, customization, and support at a reasonable cost? Reporting & Analytics Customer satisfaction measurements : Keep a pulse on customer happiness with customer satisfaction measurements, because at the end of the day, how your customers feel about your service is what counts.

Omni-Channel 97

Omni-Channel Self Service e-support Knowledge Base 97

NobelBiz

AUGUST 7, 2023

Finding the Right Fit The single-tenant contact center model is well-suited for businesses that require a high degree of customization and have specific security, reporting, and compliance needs. Single-tenant setups may experience delays in deploying new features, as they require individual implementations for each customer.

Contact Center 98

Contact Center Resources Software Report 98

CSM Magazine

OCTOBER 17, 2023

Ed Creasey shares a 3 point plan based on findings from Calabrio’s latest State of the Contact Centre Report 2023: Activating the Agent of the Future , to prepare your operation. What is interesting is that AI is considered to be the most effective as a tool to help agents rather than customers.

Self Service 52

Self Service Contact Center Customer Centricity Effort Score 52

Talkdesk

MAY 17, 2016

They seek to optimize KPIs, such as average time in queue and service level, in order to streamline customer interactions and promote loyalty. Comprehensive reporting and data provide managers deep visibility into call center operations, but can sometimes obscure more subtle customer needs. It will be available later this year.

Analytics 55

Analytics Average Handle Time Call Center Wait Times 55

Stella Connect

OCTOBER 12, 2021

Having strategies in place to be able to effectively manage and reduce call center call volume and wait times for customers is key to ensuring customer satisfaction (CSAT) and agent retention. . This when contact centers have also reported increases in call volumes, hold times, difficult calls, and escalations. .

Call Center 52

Call Center Self Service Management How To 52

Call Experts

JUNE 15, 2023

According to Bellomy Research , over 40% of those that use a contact center for utilities report an increase in important aspects like time, training, and associated costs needed for onboarding new employees. Data-Driven Insights Modern call center technology provides valuable analytics and reporting capabilities.

Contact Center 52

Contact Center Self Service Multi-Channel Customer Service 52

Experience Investigators by 360Connext

AUGUST 19, 2020

For example, when the UI team meets their goal of simplifying the ordering process, it helps the support team reach their goal of limiting wait times. But it’s not enough to just report these numbers. But these goals should support one another, and all support the bigger goals of the organization.

Customer Experience 265

Customer Experience Net Promoter Score NPS Effort Score 265

Thematic

MARCH 27, 2024

They ensured every department were given the data and analytics to make better decisions. From Team leaders to Business area managers, right up to the Chief customer office, all receive regular Thematic reports on the overall business results and their focus areas.

Chief Customer Officer 62

Chief Customer Officer Customer Journeys Analysis Feedback 62

GetFeedback

AUGUST 16, 2018

If you’re using GetFeedback for your NPS survey, you’ll get an automatic summary report with a visual histogram, like the one below. Although customers like talking to your support staff over the phone or via live chat, time and effort are saved on all sides when customers can help themselves. First Response Time (FRT).

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

Experience Investigators by 360Connext

MARCH 23, 2021

We’re asked to spend more time reporting on what’s happened than making things happen. Time is limited and people are pressured. Survey results and behavioral analytics only tell you some of the story. For example, time on-call or waiting time are important measurements to track.

Customer Experience 271

Customer Experience Contact Center Customer Journeys Metrics 271

NobelBiz

MARCH 19, 2024

Historical Dashboards: Preserving the Journey Historical dashboards act as time capsules, preserving the rich context of the customer journey across time. Integrated with real-time data feeds and up-to-the-second analytics, these dashboards offer supervisors a holistic view of agent performance across multiple teams and channels.

Call Center 59

Call Center Contact Center Average Handle Time Multi-Channel 59

Happy or Not

JUNE 28, 2023

By actively listening to patient feedback, healthcare providers can identify areas that need improvement, whether it’s related to the staff’s bedside manner, waiting times, or the overall patient experience. How can data and analytics be utilized to drive continuous improvement in the patient experience?

Tools 36

Tools Feedback Healthcare Customer Experience 36

CloudCherry

DECEMBER 1, 2018

CloudCherry uses very specific journey mapping, reporting, and analysis from a beginning-to-end member experience to show how data can drive change, improve employee action and delight the member, whether it be a normal visit to withdraw or deposit funds or a new customer obtaining a new checking account or opening a business loan.

Customer Journeys 150

Customer Journeys CEM Net Promoter Score Touchpoint 150