How Analytics Technology is Changing the Contact Center

Calabrio

The contact center as profit driver: it keeps popping up on lists of top business trends for 2016. Surveys show 3 in 4 organizations now view the contact center as a key differentiator—no longer just a cost center. Despite this big talk, most organizations are doing a terrible job of extracting business value from their contact centers. contact centers racked up more than 200 billion minutes of inbound calling.

Customer Voice Management: Enabling Heroic Customer Relationships from the First Contact to the Last

Talkdesk

Businesses are rapidly adopting these new channels to interact with their customers, but they all have one major characteristic: a delay between when a question or a statement is posted and the response. Connect to your customers in real time with a personal touch.

Bell Canada Taps Verint to Listen to the Voice of the Customer

Verint

To help maintain market leadership in an increasingly competitive marketplace, Bell Canada has put a significant focus on continuous improvement across their enterprise—with a particular emphasis on improving their customer experience (CX). To achieve their business goals, Bell Canada taps into the Voice of the Customer (VoC) to guide their CX improvement initiatives.

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Three Ways to Get More Value from Your Workforce Optimization Platform

Avaya

The most significant change is that the customer experience is now a key driver of your brand. Each customer relationship starts with a single interaction and lasts the entire customer journey, and that journey could last decades. Leverage Data from Customer Interactions.

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

INTRODUCTION Business Transformation and Analytics: Driving Change in a Customer-Centric World | 3. understand new sources of customer data and. quickly act to meet new customer expectations. percent) and direct feedback from customers (39. rely on contact.

The #1 Reason Most Voice-of-Customer (VoC) Data Are Wasted

StellaService

Your voice-of-customer (VoC) data collection program is an engine. The most efficient VoC programs grow revenue by way of service improvements and innovations that strengthen customer loyalty. Why are so many customer feedback programs so inefficient?

You Bought into Customer Engagement as a Business Strategy. Now What?

Verint

If yours is among the growing number of companies that have embraced customer engagement as a business strategy, you may be wondering, “Should we be doing something differently than before?”. The place to start is the customer journey. You can do this with customer journey maps. You will need a map for each major reason consumers contact your company. Voice Recognition technology uses archived voiceprints to accurately recognize callers.

Confirmit IVR Fact Sheet

Confirmit

Confirmit IVR enables you to create pre-recorded automatic telephone surveys during which the customer responds to a brief series of questions. This allows you to gather post-call customer feedback from contact centers, as well as retail insights, and employee feedback.

Confirmit IVR Fact Sheet

Confirmit

Confirmit IVR enables you to create pre-recorded automatic telephone surveys during which the customer responds to a brief series of questions. This allows you to gather post-call customer feedback from contact centers, as well as retail insights, and employee feedback.

Customer Service Management: It’s Time to Change the Metrics

CSM Magazine

Customer experience (CX) has become a priority for the vast majority of organisations – or has it? With the large volumes of contact center advisors still incentivized based on speed – typically the Average Handle Time (AHT) – CX goals are quite often unachievable.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

to meet customer expectations for digital service Social Media Voice of the. Customer. Messaging The Challenges of Omnichannel: Why So Many Contact Centers Struggle with. Digital Self Service Tweet this Customers want digital self- service options, such as chat and.

Back Office Falling Behind? Balance Customer Centricity and Efficiency

Verint

Recently, Aberdeen Group and Verint recorded a webcast on the Next-Generation Back Office: Satisfy Customers & Drive Efficiency. Aberdeen research found that errors and delays in back-office processing were the number two cause of customer dissatisfaction. Customer experience is moving into the back office’s purview. Next-generation back offices balance customer centricity with operational efficiency,” states Minkara.

Oh No, I Lost My Credit Card! Responding to the Voice of the Customer

Verint

This somewhat embarrassing scenario is apparently common and not only a headache for the customer—it can also be costly for your bank. A large international bank and credit card issuer was using Verint Speech Analytics to identify “moments of truth” and customer frustration. One of the topics they found was exactly the scenario mentioned above—customers frantically calling to cancel their credit card only to call several hours later after finding the lost card.

Ask these 3 questions.

Innovative CX

And your customers and employees will have a better experience with your organization! 5 methods to improve your contact center performance. · I think these 3 questions can make sustainable improvements in your organization’s customer experience. Customers.

GCOM Part of the Growing Gamification and AI Market

CSM Magazine

Headquartered in Lindon, UT, VisualCue has worked with contact centers, sales teams and logistics companies to implement AI and Gamification. Dan Handy, CEO of VisualCue said, “GCOM Worldwide has extensive experience and expertise in the call center industry.

Confirmit Horizons Modules

Confirmit

Confirmit offers end-to-end solutions that help businesses collect Richer insights so they can make Smarter Decisions and take Action Faster using the world’s most secure, reliable, and scalable solutions for Customer Experience, Employee Engagement, and Market Research programs.

Announcing App Dash: A Webinar Series with Prizes!

Talkdesk

As the first enterprise app store, Talkdesk AppConnect unites best-in-breed software to redefine the way your business can integrate with your call center platform. They will be showcasing solutions that offer hands-on reporting, voice analytics, and real-time insights. Call Center

TalkIQ Surpasses 2,000 Seats Through AppConnect Integration

Talkdesk

Talkdesk today announced that TalkIQ , a launch partner within AppConnect , has passed the 2,000 seat threshold for customers registered through Talkdesk. Nearly 100 of Talkdesk’s customers have already integrated TalkIQ into their call center stack since the recent launch on AppConnect.

How to create loyal customers and brand evangelists in the travel and hospitality industry

Up Your Service

Our previous blog post demonstrated the power of customer voice in an unsolicited book review from a technology industry guru. Read on… Customer loyalty is a powerful marketing force that travel and hospitality businesses are always chasing.

2018 Confirmit ACE Awards – Now Open!

Confirmit

This is one of the highlights of the year for us, and I know the awards are something that our customers get very excited about too. As ever, our judges will be looking for examples of great Customer Experience programs that deliver real business results.

Every Job is a Customer Service Job

Talkdesk

There’s a simpler answer to that question and it works for every company: happy customers. If a company isn’t making satisfied customers , it won’t be making anything for very long. At the absolute highest level, every company exists to serve the customer. Customer Service

Understanding Customer Experience Management

ReviewTrackers

What is Customer Experience Management? Customer Experience Management (CEM or CXM) is a business and technology term used to describe the process or system for tracking, managing, and organizing every interaction between a customer and a company throughout the customer’s entire journey.

10 Best customer experience software you should look up in 2019

SurveySparrow

Why should you care about the best customer experience software in the market? priority is customer satisfaction, but how many actually does? The number of businesses that are ready and willing to go that extra mile for their customers is very less. Customer Service.

How to Enter the Confirmit ACE Awards

Confirmit

A safe bet in most case is the Voice of the Customer category, but it’s wise to see if there is another one better suited to your business. Finally, of course, if you’re running a Voice of the Employee or Employee Engagement program, it’s the VoE category for you.

A 5-Step Introduction to Journey Analytics

Clarabridge

Journey analytics combines big data technology, advanced analytics, and functional expertise to help companies perfect their customer journeys. To map them, it leverages millions of data points across customers, channels, and touchpoints ” – McKinsey. 2- Reshape customer feedback.

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Investing in Innovation: Inside the Mind of the Man Behind Salesforce Service Cloud

Talkdesk

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. When it comes to call centers and service centers what are people focusing on today compared to a decade ago? It’s all about the customer.

Investing in Innovation: Inside the Mind of the Man Behind Salesforce Service Cloud

Talkdesk

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. When it comes to call centers and service centers what are people focusing on today compared to a decade ago? It’s all about the customer.

How & why to restart your Voice of Customer program

Thematic

In this blog, we’ll discuss how to u nderstand your Voice of Customer (VOC) insights and why this is important. What are your customers actually telling you and how do you analyze this information to get to meaningful insights? What is Voice of Customer (VOC)?