Think Customers

SEPTEMBER 3, 2020

And just as customers can come into your business from multiple channels— digital to voice, voice to chat, brick and mortar to mobile—remember that these steps too can cross over each other at different moments in time. For many, digital messaging is a way to keep a conversation going alongside the challenges of today.

Customer Experience 59

Customer Experience Contact Center Self Service Customer Journeys 59

NetBase

JUNE 8, 2020

Companies looking to stay one step ahead are using competitive intelligence to help them understand consumers, and industry challenges, on a deeper level. View sentiment for your company vs others. And view share of voice to better understand various conversations and how they interact with your brand.

Brands 67

Brands Social Media Advertising Consumers 67

NobelBiz

JANUARY 16, 2024

Call center campaigns regardless of whether they’re inbound or outbound consist of more, than just phone conversations. Businesses must understand their target audience’s needs and pain points, personalize conversations, and leverage various communication channels to capture attention and generate interest.

Call Center 52

Call Center Contact Center Contact Center Software Call Recording 52

Retently

MARCH 20, 2024

The system’s efficiency is improved with built-in features like intelligent time zone adjustments and quota enforcement based on the collected data. This preparation not only enhances the quality of their conversations but also speeds up the data entry process.

Survey 78

Survey Data Analysis Software 78

NobelBiz

DECEMBER 14, 2021

While agents cannot always guarantee that the client on the phone will remember the facts of the conversation once they hang up, let alone follow up promptly, they may take responsibility for noting all aspects of the call and doing any necessary follow-up measures. This is where after-call work (ACW) enters the picture.

Contact Center 52

Contact Center Strategy Call Center CRM 52

SurveySensum

JULY 2, 2023

Key Features Its text analytics features automatically tag and segment customers based on their feedback. Its advanced analytics provide actionable insight from customer feedback. It offers real-time analytics of customer feedback, helping identify growing trends and patterns. The surveys are customizable.

Customer Satisfaction 52

Customer Satisfaction Tools Measurement Multi-Channel 52

SmartKarrot

MAY 11, 2023

“85% of employers say they directly benefit from AI in the workplace” – MIT Sloan Management Review The difference between conversation and conversational intelligence and how they can improve the customer experience.

Chatbots 10

Chatbots e-support Travel Sales 10

NobelBiz

FEBRUARY 22, 2023

Conversely, customers who are satisfied with their experience won’t hesitate to engage with you. Apart from adding to the wait time, this call transfer frequently fails to follow up on prior conversations. Immediate Customer Needs vs. Frustration Many people call a company and say: “I am calling about a purchase”.

How To 52

How To Omni-Channel Multi-Channel Wait Times 52

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Artificial Intelligence Artificial Intelligence (AI) is still the same old good AI, but now it’s brought to the customer experience field. Both groups of technologies can be utilized to make analytics more actionable. Why is NPS ® going up or down?

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

SmartKarrot

MAY 12, 2021

Driving never-seen-before productivity, efficacy and proficiency have only become a reality due to the benefits of Artificial Intelligence and Robotic Process Automation in the workflows. Together, RPA vs AI can play a significant role in augmenting operational efficiency and transforming how your company works. billion by 2025.

Video 18

Video Customer Success Analytics Chatbots 18

NetBase

JUNE 4, 2019

Capturing both the brand and category conversation is essential, and each will provide pretty different results to monitor as you move forward. Category analyses take a brand’s data dive a bit deeper, to help brands explore where the larger conversations lies, and their place in it. Competitive Tracking with Crosstabs.

Data 49

Data Tourism Culture Analysis 49

NobelBiz

FEBRUARY 18, 2023

Conversely, customers who are satisfied with their experience won’t hesitate to engage with you. Apart from adding to the wait time, this call transfer frequently fails to follow up on prior conversations. Immediate Customer Needs vs. Frustration Many people call a company and say: “I am calling about a purchase”.

How To 52

How To Omni-Channel Multi-Channel Call Center 52

SmartKarrot

MAY 21, 2021

With technological innovations taking place at an unprecedented rate, the world saw the birth of two gems – Artificial Intelligence (AI) and Intelligence Augmentation (IA). Here, in this blog, we will walk you through the typical differences between AI vs IA and will reveal some of their real-time applications in our lives. .

Chatbots 12

Chatbots e-support Entertainment Customer Success 12

Solvvy

OCTOBER 25, 2022

Customer Satisfaction Index vs. Customer Satisfaction Score. The insights are only valuable to your business if you take the time to view the voice of the customer as you make decisions about your business. . Quality Conversations. Using Customer Satisfaction Surveys to Gauge Success and Take Action . No one likes to wait.

Customer Satisfaction 62

Customer Satisfaction Measurement Effort Score How To 62

Retently

MARCH 14, 2023

By tapping into the voice of the customer , companies can gain a deeper understanding of customer needs and craft meaningful experiences that foster loyalty. Product Reviews vs. NPS Surveys: Key Differences Both product reviews and NPS surveys provide valuable insights into how consumers perceive a company’s products.

NPS 146

NPS Comparison Survey Net Promoter Score 146

Second to None

APRIL 11, 2018

Voice of the Customer Programs Grow in Importance. Wikipedia defines Voice of Customer (VoC) programs as marketing techniques designed to understand and facilitate the wants and needs of customers by organizing them into a prioritized hierarchal structure. Engaging vs. Transactional Mobile Apps.

Trends 54

Trends Customer Experience Self Service Voice of Customer 54

InMoment XI

JANUARY 17, 2024

The Difference Between Guest Experience vs. Customer Service You may be wondering, “What is the difference between managing the guest experience and delivering customer service?” People are drawn to brands that know how to respond to negative reviews, promptly answer phone calls and emails, and proactively join conversations on social media.

Guest Experience 260

Guest Experience Trends Hospitality Customer Journeys 260

Toonimo

APRIL 5, 2017

Unfortunately, significant financial resources have been ploughed into analytics technology, with little or no concomitant improvement in the decision-making processes of businesses and corporations. Other aspects to consider include intelligent decision making, sharing of best-practice methodology, and ultimately behavioral changes.

Self Service 49

Self Service Management How To Groups 49

delighted

MARCH 4, 2020

CXM is the continual effort to gather intelligence on the customer experience throughout the customer journey, so your entire company can unify behind a customer-driven business strategy. “Brands leveraging the right data and analytics to deliver impactful customer experiences will rise to the top.” — Andy Yost, CMO, Gannett.

Customer Experience Management 52

Customer Experience Management Customer Experience Management Customer Journeys 52

delighted

MARCH 4, 2020

CXM is the continual effort to gather intelligence on the customer experience throughout the customer journey, so your entire company can unify behind a customer-driven business strategy. “Brands leveraging the right data and analytics to deliver impactful customer experiences will rise to the top.”

Customer Experience Management 44

Customer Experience Management Customer Experience Management Customer Journeys 44

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. Long-term actions are based on the analytics results of the customer feedback. Both groups of technologies can be utilized to make analytics more actionable. So let’s start! ACT ON CUSTOMER FEEDBACK!

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

NICE inContact

AUGUST 6, 2019

Conversely, when customer service owns monitoring and engaging consumers through digital channels as part of an omnichannel customer service effort, these issues are addressed. preferences can vary for younger vs. older consumers). 5) Allowing customers to easily move across voice, digital, and messaging channels.

Self Service 159

Self Service Omni-Channel Contact Center Fashion 159

NobelBiz

FEBRUARY 22, 2023

That is why Call center analytics enables you to collect and analyze customer data to prioritize them. These reports also improve your call center and business intelligence by providing actionable data and metrics. It can even employ voice analytics to obtain a better grasp of your customers’ annoyance.

Call Center 52

Call Center Analytics Contact Center How To 52

NICE inContact

AUGUST 6, 2019

Conversely, when customer service owns monitoring and engaging consumers through digital channels as part of an omnichannel customer service effort, these issues are addressed. preferences can vary for younger vs. older consumers). 5) Allowing customers to easily move across voice, digital, and messaging channels.

Self Service 136

Self Service Omni-Channel Contact Center Fashion 136

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. Long-term actions are based on the analytics results of the customer feedback. Both groups of technologies can be utilized to make analytics more actionable. So let’s start! ACT ON CUSTOMER FEEDBACK!

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

NobelBiz

AUGUST 14, 2023

Answering machine detection isn’t just about technology; it’s a strategic orchestration of algorithms that distinguish the echoes of voicemails from the cadence of human conversations. Paired with these voice analytics are robust algorithms trained on large datasets of recorded voicemails and real-time human responses.

Contact Center Software 52

Contact Center Software Call Center Contact Center Training 52

UJET

MARCH 22, 2021

We gravitate to the shinier objects and tend to focus more on the agent experience, omnichannel, and artificial intelligence. Meanwhile, your IVR can be one of the biggest drivers of good vs bad CX. When that happens, we lose all context of what the customer was doing in the app prior to initiating a conversation. Digital IVR.

Virtual Agent 82

Virtual Agent Self Service Contact Center Customer Journeys 82

Kustomer

FEBRUARY 6, 2024

Enterprise vs. SMB Help Desk Software: Key Differences Sometimes, enterprises tend to use cheaper help desk software to optimize costs. Provides real-time analytics and metrics, and generates reports about your conversations, team members performance, and customer base. There is a significant gap between subscription plans.

Software 98

Software Self Service Omni-Channel Knowledge Base 98

Retently

MARCH 26, 2024

Some may require advanced analytics capabilities to dive deeper into open-ended responses, while others prioritize survey customization options or the availability of industry-specific survey templates. It also includes advanced analytics powered by AI, workflow management tools, and reliable security features.

Survey 78

Survey Multi-Channel Effort Score Analysis 78

NetBase

JUNE 22, 2020

Brands need contextualized insight to inform strategic decision-making, and having access to both consumer and market intelligence in one place is optimal! Quid Social enables brands’ to expand their digital intelligence opportunities. Identify the main drivers of conversation in social media around a topic. Learn more.

Consumers 83

Consumers Social Media Analysis Analytics 83

Kustomer

NOVEMBER 7, 2023

Users on Reddit recently voiced their dissatisfaction with the company’s limited customer support options. Kustomer’s Advanced Features : Unified Customer View : Consolidates customer conversations from various channels, offering support agents a comprehensive picture of a customer’s history. Why switch from Zendesk to Kustomer?

Omni-Channel 52

Omni-Channel Self Service Multi-Channel Knowledge Base 52

Kustomer

FEBRUARY 19, 2024

Additionally, Zendesk offers advanced analytics and reporting tools that help businesses understand customer needs, monitor support team performance, and identify areas for improvement. ? Kustomer excels in advanced reporting by leveraging real-time customer data and insights, integrating these analytics directly within the support workflow.

Self Service 52

Self Service Software Knowledge Base Social Media 52

NetBase

JULY 24, 2019

Gathering competitive intelligence on your competition is essential to brand survival. Access to digital data makes this a much easier to accomplish in theory – but with so many new competitors entering the game every day, any intelligence effort can quickly become time consuming. AI-POWERED SOCIAL MEDIA ANALYTICS. SEO STALKING.

Social Media 78

Social Media Analysis Tools Effort Score 78

NobelBiz

FEBRUARY 22, 2023

OKRS vs KPIs: What is the difference? In other words, you provide the circumstances for people to interact, build synergies, pool their knowledge, and form a collective intelligence tailored to your industry. OKRs vs KPIs: Measurement OKRs require a focus on specific goals and how they are measured.

Call Center 52

Call Center Contact Center Abandon Rate Measurement 52

Pointillist

MAY 19, 2020

Pointillist surveyed over 1,050 CX, analytics, customer care and marketing professionals from a variety of industries across the world to discover what separates leaders from laggards. Over 50% of companies also have a role or team dedicated to journey management or journey analytics. “ Kerry Bodine CEO Bodine & Co.

Customer Journeys 94

Customer Journeys Measurement Report Management 94

Customer Alignment

DECEMBER 18, 2017

Implementation of voice of customer (VOC) programmes and platforms also known as Customer Experience Management (CEM) and NPS programmes in companies, large and small, has helped organisations collate and shape their customer feedback – and go out and get more. The flaw in many programmes is that they ‘track’ the status quo.

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer NPS 45

Grade.us

JULY 17, 2018

Make location targeting and analytics more precise. Your clients probably already have marketing analytics in place for their business. Placed specializes in location analytics. Earlier this year they opened up their location analytics platform to the public. Make targeting more precise. Targeting is key. The good news?

Strategy 20

Strategy Marketing Chatbots Social Media 20