Lumoa

APRIL 13, 2020

With the modern technologies available today, such as speech-to-text and artificial intelligence (AI) it’s possible to automatically generate insights from calls, Interactive Voice Response (IVR) surveys, and post-call surveys. As a consequence, many companies receive large volumes of customer data via phone calls.

Customer Insights 208

Customer Insights Feedback Social Media Survey 208

NobelBiz

FEBRUARY 21, 2023

While there is no single, all-encompassing definition of customer engagement, it can be thought of as a customer’s feeling for a brand. For call centers, customer engagement is a proxy for the quality of the relationship between their business and their client. How critical is customer engagement?

Call Center 52

Call Center Customer Engagement Technology Engagement 52

Stella Connect

OCTOBER 26, 2021

Call center performance management has, for many brands, changed little over the years. Managers spend their days coaching and training their team on brand standards, best practices, and overcoming common customer issues. Reinventing Your Call Center Performance Management Program. But, it doesn’t have to be.

Call Center 52

Call Center Management Contact Center Effort Score 52

InMoment XI

OCTOBER 19, 2021

I thought I’d spend a moment explaining what these announcements mean for those of us who are VoC, CX and Customer Insights professionals. Not that long ago, if we wanted to know what a customer thought, how they felt about interacting with your brand (website, store, call center, etc.),

Analytics 493

Analytics Data Customer Experience Social Media 493

Experience Matters

JULY 7, 2015

We just published a Temkin Group report, Unlocking Customer Insights From Contact Centers: From Agent Productivity to Enterprise Intelligence. However, companies are now beginning to realize that contact centers actually contain a wealth of deep, untapped information about customers. Download report for $195.

Contact Center 120

Contact Center Customer Insights Report Government 120

InMoment XI

OCTOBER 19, 2021

I thought I’d spend a moment explaining what these announcements mean for those of us who are VoC, CX and Customer Insights professionals. Not that long ago, if we wanted to know what a customer thought, how they felt about interacting with your brand (website, store, call center, etc.),

Analytics 295

Analytics Data Customer Experience Social Media 295

ReviewTrackers

OCTOBER 19, 2018

The Rise of the Customer Insight and Action Platform. The ability to capture and act on consumer insights (CI) — often defined as an interpretation of trends in human behaviors — can equip companies with the information they need to foster customer loyalty, deliver better customer experiences, and drive improved business results.

Customer Insights 56

Customer Insights Strategy Multi-Channel Social Media 56

NobelBiz

JULY 25, 2023

Join us as we navigate the landscape of Customer Interaction Analytics and its significant impact on customer-centric approaches in today’s business world. Diving Deep into Call Centers Customer Interaction analytics serves as the heartbeat of modern call centers. What is Interaction Analytics?

Interaction 98

Interaction Analytics Call Center Contact Center 98

NICE inContact

SEPTEMBER 18, 2019

To some, AI in the Contact Center , conjures up images of chat bots or AI call center agents. While many contact centers are experimenting with chat bots, many also see the vision of infusing their entire call center with AI. Why AI in the Contact Center. How AI can help improve the Contact Center.

Contact Center 136

Contact Center Chatbots Call Center Roadmap 136

ReviewTrackers

OCTOBER 19, 2018

The Rise of the Customer Insight and Action Platform. The ability to capture and act on consumer insights (CI) — often defined as an interpretation of trends in human behaviors — can equip companies with the information they need to foster customer loyalty, deliver better customer experiences, and drive improved business results.

Customer Insights 50

Customer Insights Strategy Multi-Channel Social Media 50

Lumoa

NOVEMBER 7, 2022

7 Customer Experience Trends to Know in 2023 Here are seven trends that will keep your customer experience strategy on top. #1 1 Customer insights are a company-wide resource Even just a few years ago, customer insights or feedback were collected and owned solely by the CX or marketing team.

Trends 208

Trends Customer Experience Competitive Advantage Customer Insights 208

COPC

SEPTEMBER 20, 2016

Your call center is one of the best windows into the customer experience. Customers gift your company bits of information with every interaction. When your call center gathers and analyzes this rich data, you are able to turn it into valuable business intelligence. Complaint Data.

Call Center 40

Call Center Customer Satisfaction Return on Investment Analysis 40

InMoment XI

APRIL 18, 2023

The healthcare business had one of the biggest corporate turnarounds in Australian history, largely due to its commitment to customer centricity. For example, when it comes to insurance, fees might be the most important thing to a customer, but that’s not necessarily something you can change from a CX perspective.

ROI 260

ROI Tips Healthcare Insurance 260

NobelBiz

JULY 4, 2023

According to a report by Mordor Intelligence , the AI market in call center applications is anticipated to witness a CAGR of 25.8% Automated Interaction Summaries are more than just a technological innovation; they are a catalyst for transforming customer service experiences. over the forecast period (2023 – 2028).

Interaction 52

Interaction Call Center Engagement Contact Center 52

Talkdesk

MAY 19, 2015

These findings highlight the fact that customer service is practically unique to the individual – however there are some trends and consistencies depending on the caller’s characteristics. So how can your team use big data to provide top-notch customer service? By considering the following: Customer Insight.

Call Center 40

Call Center Data Customer Journeys Customer Service 40

NobelBiz

JULY 10, 2023

Discover the game-changing capabilities of AI in lead generation and learn how your contact center can stay ahead of the curve by embracing this transformative technology to drive growth, improve efficiency, and deliver exceptional customer experiences. Let’s see how.

Contact Center 40

Contact Center Call Center Industry Chatbots 40

TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” He also sits on the board of Directors for CSPN.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

NobelBiz

FEBRUARY 22, 2023

Social media: from 140 characters and hashtags on Twitter to replies on corporate page Facebook posts, comments on YouTube videos, and Instagram posts… Advantages of using Customer Data analytics for contact centers Call center analytics enables you to gather and analyze client data to prioritize them.

Contact Center 52

Contact Center Analytics Data Call Center 52

Blake Morgan

OCTOBER 17, 2023

Her ideas can be applied everywhere, from call centers to service and customer experience. According to Kelly, so many businesses are still providing a one-size-fits-all customer experience, but this isn’t what customers want anymore. So what about when brands get it wrong?

Customer Experience 52

Customer Experience Call Center Loyalty Groups 52

Retently

JULY 28, 2023

It involves ensuring a seamless experience at every touchpoint, aligning various departments to deliver exceptional customer service, and implementing customer-focused strategies to improve satisfaction. Their role is to champion the customer’s perspective and advocate for their needs within the company.

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

Calabrio

FEBRUARY 26, 2021

The Workforce Optimization Innovation Awards recognizes vendors that are using data-driven analysis to advance the call center, CRM and teleservice industries one solution at a time. The awards are presented by CUSTOMER Magazine and Calabrio came first for Calabrio Analytics and our new Calabrio ONE WFO suite.

Analytics 130

Analytics Innovation Contact Center Analysis 130

Lumoa

AUGUST 3, 2021

Taking the time to gain customer insight can also help craft tactical initiatives and prioritizes where your team needs to spend their energy to avoid burnout. Utilizing a digital-first lens As more companies shift from call centers to digital channels, they can drive down costs.

Customer Journeys 259

Customer Journeys Customer Experience Touchpoint Customers 259

CSM Magazine

SEPTEMBER 26, 2022

Knowmax: Knowmax is a call scripting software that helps businesses to create inbound and outbound call center scripts. With Knowmax’s interactive decision trees module, complex Standard Operating Procedures(SOPs) can be organized into next best action steps to guide sales teams carry out mistake-proof customer interactions.

Sales 52

Sales Tools Call Center CRM 52

Comm100

OCTOBER 25, 2021

It’s well documented that millennials hate phone calls , and to meet the needs of these customers, businesses are undergoing digital transformation to remain competitive. Call centers are evolving to become contact centers in increasing numbers, supporting a wide variety of contact channels for customers.

Contact Center 212

Contact Center Knowledge Base Omni-Channel Chatbots 212

Playvox

MARCH 19, 2024

AI enables customer service organizations to: Perform routine, simple tasks that are usually done by a human, improving productivity Automate basic requests that improve customer experiences Enable the workforce to efficiently handle more complex requests Contact center leaders tend to leverage AI for task automation as the low-hanging fruit.

Contact Center 74

Contact Center Self Service Net Promoter Score Effort Score 74

NICE inContact

AUGUST 21, 2019

While the value of Voice of the Customer (VoC) programs seems obvious, many companies still struggle with building one. It is either because they don’t have enough data on the customer or the data is silo-ed and not integrated or there is no organizational alignment to execute on customer insights.

Customer Experience 136

Customer Experience Contact Center Effort Score Call Center 136

NICE inContact

AUGUST 21, 2019

While the value of Voice of the Customer (VoC) programs seems obvious, many companies still struggle with building one. It is either because they don’t have enough data on the customer or the data is silo-ed and not integrated or there is no organizational alignment to execute on customer insights.

Customer Experience 136

Customer Experience Contact Center Effort Score Call Center 136

Kustomer

MAY 11, 2022

Your CRM and CX platform can work together to deliver better customer insights from past interactions, phone metadata, shopping history, and more. Your CX platform uses this information to make dynamic routing decisions, predict customer intent, and suggest useful knowledge base articles for your agents.

CRM 119

CRM Customer Satisfaction Data Knowledge Base 119

Lumoa

MARCH 24, 2022

However, the unique process of learning how to create customer surveys and their unstandardized nature make them difficult to track. In these cases, you may need to leverage a next-generation customer insights platform that provides actionable data, like Lumoa. If you’re asking yourself “how many survey responses do I need?”

Survey 208

Survey CEM Net Promoter Score Effort Score 208

Thematic

APRIL 21, 2020

This brings its own set of challenges and opportunities for customer insights & analytics leaders. One way we’ve responded at Thematic has been to start hosting virtual roundtable discussions for customer insights and analytics professionals to connect and share how everyone is managing. Focus on incoming demand.

Analytics 103

Analytics Call Center Survey Feedback 103

Customer Bliss

JUNE 6, 2018

Before joining Hertz, Eric spent time conducting traditional market research work and realized he had a passion for customers and how we treat them. He also built an NPS program at Avis Budget Group when he was the VP of Customer Insights & Experience.

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

Optimove

MARCH 10, 2022

As a customer-centric organization, Melita believes that all strategic planning needs to begin with customer insights. And by partnering with us, they now have easy access to their unified customer data, orchestrate multiple channels at once, and leverage AI to drive CRM Marketing at scale.

Brands 52

Brands CRM Telecommunications Call Center Solutions 52

Alida

DECEMBER 9, 2016

Ask for customer feedback to help uncover the main goals, thoughts, feelings, expectations and opinions of your personas. Customer insight is especially important when certain personas expect varying levels of service. Instead of assuming how customers want to engage with your brand, ask them directly.

Customer Journeys 224

Customer Journeys How To Touchpoint Social Media 224

NobelBiz

AUGUST 28, 2023

Real-Time Analytic tools provide insights into agent performance, customer sentiment, and channel effectiveness, allowing for quick adjustments and data-driven decisions. Speech and Text Analytics can monitor interactions, identify trends, and uncover customer insights, enhancing agent training and performance optimization.

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98

GetFeedback

MAY 9, 2019

At this level, you’re also working on developing a customer experience strategy. Stage 4 —O perationalize: You begin to re-design your company’s operational processes based on customer insight and other customer experience metrics. Stage 5 — Align: Being customer-centric is the norm in your company at this stage.

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

Beyond Philosophy

OCTOBER 21, 2021

As an example, the organization should also have: Empowered staff who can own customers’ issues. Short call center queues. Complete customer order and history information, even from third-party providers . Mead says Customer Experience accreditation doesn’t touch these areas.

Chief Customer Officer 78

Chief Customer Officer Contact Center Call Center Net Promoter Score 78

Natalie Petouhof

FEBRUARY 16, 2018

Tweet Whether you’re a business owner or marketing expert, you understand the importance of knowing your audience inside and out is key to attracting prospects and retaining existing customers. Here are several ways this tool can help you achieve that highly-desired, 360-degree view of your customers. Personalization. Convenience.

Tools 40

Tools Call Center Omni-Channel Contact Center 40