NICE inContact

JULY 26, 2019

Think adding artificial intelligence (AI) to your contact center means dramatic technology shifts? From robotic procession automation to machine learning and intelligent analytics, AI’s impact on profits is clear — even with a measured, practical approach. Download the white paper today. Huge investments? Think again.

Contact Center 137

Contact Center Chatbots Call Center Analytics 137

NICE inContact

AUGUST 20, 2019

That’s because all technology has a “shelf-life”. Why does technology have an expiration date? As we know, technology moves fast and what was once considered “state of the art” will inevitably become functionally obsolete. For many IT systems this is about seven years. This is also true for call center systems.

Contact Center 136

Contact Center Contact Center Software Call Center Omni-Channel 136

NICE inContact

AUGUST 20, 2019

That’s because all technology has a “shelf-life”. Why does technology have an expiration date? As we know, technology moves fast and what was once considered “state of the art” will inevitably become functionally obsolete. For many IT systems this is about seven years. This is also true for call center systems.

Contact Center 136

Contact Center Contact Center Software Call Center Omni-Channel 136

TechSee

OCTOBER 19, 2021

Use of Analytics. Reverse logistics stakeholders can leverage analytics to identify patterns and trends in returns. Customer Support personnel often employ the technology during the warranty and post-warranty period if they’ve ruled out more fundamental causes of a product failure. Diagnostics. firmware, or. components.

How To 124

How To e-support Self Service Retail 124

Bob Hayes

SEPTEMBER 18, 2017

A new customer analytics survey of 80+ companies provides a look into the state of analytics in customer programs. Only 32% of respondents are satisfied with their company's use of analytics to create a competitive advantage. Download the free white paper, " State of Analytics in Customer Programs, " by clicking the image.

Analytics 113

Analytics Loyalty Data Competitive Advantage 113

Clarivate

FEBRUARY 28, 2024

These conditions, affecting small patient populations and characterized by diverse clinical manifestations, demand innovative approaches and cutting-edge technologies to drive research and commercialization forward. This subject is discussed in a forthcoming white paper from Clarivate.

Tools 59

Tools Healthcare Analysis Analytics 59

Bob Hayes

DECEMBER 17, 2017

The importance of analytics continues to grow in business and beyond. I did my part this year to spread interest in analytics to more people. All of my top blog posts of 2017 (most reads) are all related to analytics, with posts that address data science, artificial intelligence and machine learning. What Must You Ask?

Analytics 46

Analytics Data Competitive Advantage Social Media 46

NICE inContact

OCTOBER 29, 2018

Case in point, I had an interesting conversation with a couple of millennials where I reflected on the tech I used in college (I am a “boomer”) – technologies like the first IBM PC, the DOS operating system, Lotus 123, “brick” cell phones, RPN calculators and the like. The world seems to be moving at breakneck speed.

Contact Center 120

Contact Center Contact Center Software Call Center Omni-Channel 120

Bob Hayes

DECEMBER 17, 2017

The importance of analytics continues to grow in business and beyond. I did my part this year to spread interest in analytics to more people. All of my top blog posts of 2017 (most reads) are all related to analytics, with posts that address data science, artificial intelligence and machine learning. What Must You Ask?

Analytics 40

Analytics Data Competitive Advantage Social Media 40

Calabrio

JULY 29, 2016

Technology has made huge advances in recent years as the contact center has shifted from an unsightly but necessary business function to the cornerstone of customer experience. Here are three ways your call center can improve quality assurance through analytics. Instead, I recommend supplementing random sampling with analytics.

Contact Center 100

Contact Center Self Service Analytics Omni-Channel 100

Clarivate

OCTOBER 5, 2023

In the latest white paper from Clarivate , three IP legal experts examine how IP legal teams can drive positive change by considering the counterintuitive, investing during uncertainty to avoid playing defence later. “The investment we made in an IPMS, both in time and financially, has taken our technology to the next level.”

Strategy 59

Strategy Competitive Advantage Financial Innovation 59

Uniphore

NOVEMBER 17, 2021

In this article, we explore how AI-powered speech analytics are helping wealth management firms to: Comply with Record-Keeping Regulations. Conversational AI-powered speech analytics can record, organize and analyze thousands of conversations with greater speed and accuracy than quality assurance (QA) teams ever could on their own.

Analytics 130

Analytics Analysis Interaction Feedback 130

CSM Magazine

JUNE 2, 2021

Tom is one of the loyalty industry’s most respected experts, with over 15 years’ experience in analytics and customer engagement roles at the likes of IRI, Aimia, Reward Insight and Collinson.

Loyalty 52

Loyalty Travel Fashion CRM 52

Natalie Petouhof

AUGUST 15, 2022

Ideally, listening uses advanced analytics and artificial intelligence (AI) to uncover issues and opportunities. There is a sort of corporate amnesia where who you were at the start of the journey, and where you’ve been, is completely forgotten,” noted Charlie Godfrey, Senior Director at Genesys in “The business case for empathy” white paper.

Customer Experience 52

Customer Experience Self Service Contact Center Competitive Advantage 52

Calabrio

APRIL 27, 2017

To the outside observer, advancements in modern technology have diminished the importance of contact agents. However, those who work in the contact center understand a very different truth: engaged, experienced contact center agents are more important than ever, and their increased value is due in large part to this new technology.

Contact Center 162

Contact Center Engagement Self Service Social Media 162

datastax

JUNE 27, 2019

The rapidly growing number of IoT use cases in the next decade, prompted by 5G mobile data networks, means that some data will require an immediate response and real-time analytics will be critical for managing data in both the short term and long term. The Top Data Management Challenges of Hybrid Cloud (white paper).

Data 107

Data Management Competitive Advantage Connections 107

Gravy Analytics

AUGUST 19, 2019

Gravy Analytics processes billions of location signals every day to build its Data-As-A-Service (DaaS) offerings, like Observations and Visitations data. The post Getting Started with Location Intelligence: Visitations appeared first on Gravy Analytics. How could location intelligence help you and your business?

Hotels 71

Hotels Travel ROI Consulting 71

TechSee

MARCH 19, 2018

With AI, call centers are equipped with a wide range of voice analytics, enabling recognition of customer, accent, gender, and emotion, as well as powering conversational IVRs and voice based virtual assistants. But there is still one missing element that has barred AI from radically transforming the customer experience.

Call Center 84

Call Center Self Service Contact Center Analysis 84

datastax

JANUARY 2, 2019

Here are the top six data management trends for 2019: Analytics, analytics, analytics . Personalized experiences, real-time insights, 360-degree customer views: the power of analytics can never be understated. White paper: The Power of an Active Everywhere Database. Geospatial search. READ NOW.

Trends 105

Trends Data Management Government 105

inmoment

NOVEMBER 6, 2019

Even though mystery shopping was once the standard approach to assessing service, new technology proves itself to be more effective and more reliable. InMoment’s latest white paper, “ Why a Customer Experience Program is More Powerful Than Mystery Shopping ,” details what intelligent technology can do that mystery shopping simply cannot. .

Strategy 40

Strategy e-support Feedback Technology 40

NobelBiz

FEBRUARY 13, 2024

The call center industry has been changing faster than ever, due to technological breakthroughs and constantly evolving customer demands. In 2024, businesses have the crucial responsibility of understanding and adopting the latest technology trends in customer service.

Call Center 59

Call Center Self Service Software Contact Center 59

Uniphore

DECEMBER 17, 2021

This is especially true given the increasing competition from more technology-savvy competitors and disruptive market entrants from non-healthcare sectors such as retail. Post-interaction analytics. This means that the more than 900 payers 1 in the current U.S. Automated after-call work. Learn More. 4 – Ibid.

Self Service 130

Self Service Healthcare Contact Center Effort Score 130

Confirmit

FEBRUARY 26, 2019

Despite the advanced analytics identifying the key drivers and priorities for action. Confirmit’s technology helps you track and monitor the change initiatives taken to assess impact and predict whether these initiatives are going to hit the targets set. Voice of the Customer White Papers.

Engagement 40

Engagement Groups Analytics Technology 40

Calabrio

APRIL 27, 2017

To the outside observer, advancements in modern technology have diminished the importance of contact agents. However, those who work in the contact center understand a very different truth: engaged, experienced contact center agents are more important than ever, and their increased value is due in large part to this new technology.

Contact Center 100

Contact Center Engagement Self Service Social Media 100

Calabrio

APRIL 27, 2017

To the outside observer, advancements in modern technology have diminished the importance of contact agents. However, those who work in the contact center understand a very different truth: engaged, experienced contact center agents are more important than ever, and their increased value is due in large part to this new technology.

Contact Center 100

Contact Center Engagement Self Service Social Media 100

West Monroe

OCTOBER 15, 2018

As we wrote about in our recent white paper, Contact Center of the Future: Conversational Bots and Empowered Agents , the role of the contact center agent will change tremendously in the years to come. Front-line agents will become obsolete due to advanced technology handing simple inquiries and processes.

Contact Center 40

Contact Center Employee Engagement Engagement Training 40

datastax

MARCH 14, 2019

From these experiences, we’ve collected a set of three common pitfalls where teams frequently misstep when getting started with graph technology. To find the most likely supernodes in your graph database, you should use your analytics engine to look for the top 10 vertices with the most connections in your graph.

Analytics 98

Analytics Technology Data Video 98

Alliance by IFS

OCTOBER 8, 2015

Mobile field service management solutions can provide a wide variety of features and benefits for service organizations, from time/material tracking and scheduling/ dispatching, to contract management, navigation, and reporting and analytics. For more information, you can download the white paper here.

Strategy 50

Strategy Return on Investment Competitive Advantage ROI 50

CSM Magazine

JANUARY 12, 2021

Consider using AI technology in tandem with live agents to deal with demand while still offering a personalised customer service when required. For more ideas and inspiration, download our latest white paper entitled “The CX Leader’s Ultimate Guide to Successful AI Projects”. About the Author. Established in 2014, EBI.AI

Self Service 52

Self Service Average Handle Time Chatbots Automotive 52

Eptica

FEBRUARY 6, 2019

Reading through qualitative data, such as free text interaction was once a time-consuming, often manual process but now you can do it at scale using AI and text analytics. For deeper insights you need to analyze the many real interactions that your organization has with customers every day, such what they say on email, chat or social media.

Automotive 73

Automotive Social Media Contact Center ROI 73

Horizon CX

JANUARY 6, 2020

After earning a degree in Chemistry and performing moderately interesting work and building a moderate reputation within the field of analytical chemistry, I began to feel a bit constrained working in small spaces wearing a white lab coat and safety specs while running solitary experiments that didn’t involve contact with real people.

Airlines 100

Airlines Course Management Survey 100

Circular Edge

JUNE 5, 2019

Supporting technology, often including the core enterprise systems, play a key role in the ability to achieve these goals. For example, Procurement Management benefits from real-time access to key procurement metrics via analytics , interactive dashboards , notifications and exception watchlists that highlight items needing attention.

Metrics 40

Metrics System Financial Analytics 40

ENGAGE.cx

JUNE 19, 2015

Social, mobile, analytics and cloud technology are among the trends driving the expectations of today’s customers. What’s making things more complicated is the way marketing technology innovation is changing the way companies promote their businesses across customer touch points.

Touchpoint 40

Touchpoint Innovation Financial Meeting 40

Avaya

JANUARY 26, 2018

Voice analytics : Proactively identify, measure and isolate areas of non-compliance by mining intelligence from large volumes of recorded calls. The greatest threat to reputability, revenue and customer experience is the thought that your technology is “good enough” to meet current needs.

Financial 51

Financial Contact Center Call Recording Communication 51

Kitewheel

SEPTEMBER 16, 2019

Today it’s unlikely that any member of a business would not know that customer journeys and customer journey analytics are table stakes. Some journey steps are made up of simple interactions, like downloading a white paper, or completing a form submission. So what is a journey step in practice? Some are much more complex.

Measurement 40

Measurement Customer Journeys Omni-Channel ROI 40

Tricia Morris

AUGUST 11, 2015

Yet, 35% say their currently integrate customer data to improve the customer experience, and only 24% use analytics to define customer segments. Download the white paper from analyst Esteban Kolsky, Justifying Knowledge Management in Customer Service. Download the 2015 U.S.

Government 40

Government Customer Service Self Service Customer Centricity 40

SurveySparrow

APRIL 11, 2021

Meet the needs of different leads: Some of the most efficient lead nurturing strategies will include the use of data and analytics. You can add more supporting information while following up with them, such as a case study or a new advancement in the technology you use or a feature you offer.

Strategy 98

Strategy How To Effort Score Social Media 98