Blake Morgan

SEPTEMBER 19, 2023

                     Data and innovation: Modern customer experience and contact centers should be data-driven regardless of the company or industry. Coaching: Active coaching and monitoring is necessary to maintain the right approach and process.

Contact Center 52

Contact Center Tips Banking Innovation 52

Playvox

FEBRUARY 27, 2024

The Future of Workforce Engagement: AI is the New Black Generative AI and machine learning provide companies with the ability to analyze vast amounts of data and generate insights, allowing them to make data-driven decisions that align with their strategic objectives. But it goes beyond enabling automation.

Engagement 73

Engagement Contact Center How To Employee Engagement 73

Playvox

FEBRUARY 16, 2024

From driving assistance to data analysis to chatbots, generative AI (GenAI) is finding its usefulness in a host of ways across all industries. A plethora of data are now available. Data from omnichannel customer touchpoints — calls, social media, email, online chat, and more — provides companies with greater insights on customers.

Contact Center 75

Contact Center Management Effort Score Call Center 75

Playvox

MARCH 19, 2024

Contact center AI is a collection of tools or contact center software designed to enable smarter, data-driven, and more efficient customer interactions, with the ultimate goal of delivering better CX. Proactively analyze agent interactions to spot coaching opportunities to prevent costly mistakes and enhance employee engagement.

Contact Center 74

Contact Center Self Service Net Promoter Score Effort Score 74

COPC

MARCH 11, 2024

The Proof is in the Data Figure 1 provides a definitive snapshot of how job satisfaction influences employees’ intentions to stay with their current employers. Did we analyze top performers in our organization to arrive at data-driven requirements instead of relying on logical guesses? See Figure 2.

Call Center 98

Call Center Gamification Contact Center Training 98

Calabrio

DECEMBER 18, 2020

The emergence of analytics has been one of the biggest trends of the past decade, providing companies with exponentially better insight into their data. This data intelligence, in turn, is helping executive leadership to make faster and better business decisions, see new opportunities and even reimagine future directions.

Contact Center 162

Contact Center Leadership Self Service Analytics 162

Kustomer

SEPTEMBER 4, 2023

If managers can learn how to train well from the beginning and eventually shift to customer service coaching, then anxiously micromanaging employees can become a failed tactic of the past. The modern consumer landscape is ever-evolving, and agents need personalized coaching to adapt. What is Customer Service Coaching?

Customer Service 98

Customer Service Training Exercises Feedback 98

COPC

SEPTEMBER 21, 2023

In my work, I frequently encounter individuals discussing the importance of being data-driven. However, the work they share usually relies on past experiences and assumptions rather than actual data. Let’s start with a topic that often comes up on my assignments – coaching customer satisfaction (CSAT).

Contact Center 88

Contact Center Customer Satisfaction Survey Metrics 88

Calabrio

DECEMBER 18, 2020

The emergence of analytics has been one of the biggest trends of the past decade, providing companies with exponentially better insight into their data. This data intelligence, in turn, is helping executive leadership to make faster and better business decisions, see new opportunities and even reimagine future directions.

Contact Center 130

Contact Center Leadership Self Service Analytics 130

West Monroe

APRIL 17, 2024

analytical thinking, detail orientation) and skill profiles of workers in a digital and data-driven factory—and then update talent acquisition strategies accordingly. Recruitment in the manufacturing industry Manufacturers need to better understand the ideal attributes (e.g., Building digital skills requires learning.

Leadership 59

Leadership Culture Competitive Advantage Study 59

Experience Investigators by 360Connext

AUGUST 1, 2023

These tools offer efficient customer support, streamline data management, and provide personalized experiences for customers. When used correctly and with the right data inputs, this technology can help everyone in the organization recognize the customer at the right moment. I realize that is easier said than done!)

Customer Experience 143

Customer Experience Customer Service Self Service Chatbots 143

Team Support

JULY 31, 2023

The data collected in your customer support department does not begin and end with customer support personnel. The benefits of the data collected here touches every other aspect of your business including hiring, product support, marketing strategy, and more.

Data 97

Data Social Media Metrics Software 97

NobelBiz

JUNE 19, 2023

It involves using advanced monitoring tools and analytics to capture and interpret data in real-time, providing supervisors with immediate insights into call volumes, agent performance, customer satisfaction, and emerging issues. This enables them to identify areas for improvement and provide timely feedback and coaching to agents.

Call Center 52

Call Center Contact Center First Call Resolution Metrics 52

Kayako

SEPTEMBER 20, 2018

It is, therefore, no real surprise that many sales companies are increasing investment in customer experience training and coaching efforts. Create a Customer Service Coaching Plan . Make Use of Voice of Customer Data. Take Advantage of Social Selling . Do Not Neglect Mobile Customer Service .

B2B 203

B2B Sales Customer Experience Customer Journeys 203

CSM Magazine

MARCH 6, 2024

Collecting employee performance data can help identify improvement areas and set achievable goals for the future. Data-Driven Decision Making In an era where data reigns supreme, the ability to make informed decisions based on concrete evidence is invaluable. Seeing your productivity data laid out can be an eye-opener.

Software 52

Software Financial Tools Data 52

Playvox

SEPTEMBER 20, 2023

Quality Assurance, or QA, started in the contact center as a very compliance-driven process. QM is more of a comprehensive program that focuses on both performance management & process improvement by using calibration, appeals, motivation, coaching, and gamification. But to be fair, this has evolved tremendously over the years.

Contact Center 52

Contact Center Gamification Competitive Advantage Interaction 52

COPC

APRIL 1, 2024

They extend to tools for answering customer queries, feedback and coaching systems, and virtual collaboration. These include AI-driven voice bots, chatbots, mobile apps, kiosks, and web tools. Our data below shows that a substantial number of users are either using AI or planning to implement the technology.

Customer Experience 89

Customer Experience Contact Center Gamification Chatbots 89

NobelBiz

NOVEMBER 27, 2023

If you want to learn more about effective customer information management, and how to choose a platform that suits your exact needs, here’s another article that might interest you: ‘How to Evaluate Call Center Software Vendors for Customer Data Platform Solutions.’ Don’t miss out on the transformative insights!

Contact Center 59

Contact Center Call Recording Call Center Contact Center Software 59

CSM Magazine

FEBRUARY 1, 2022

Integrated, data-driven module provides tools to better support, develop and engage agents, allowing them to better meet rising interaction volumes and complexity. Calabrio, the customer experience intelligence company, today announced its new coaching solution for agent performance management, Calabrio Performance Coaching.

Gamification 52

Gamification Customer Service Omni-Channel Training 52

Integrity Solutions

FEBRUARY 1, 2024

And then there’s all the tech, from sales enablement tools, CRMs, automation and virtual selling technologies to the massive amounts of data and analytics to wade through. It takes coaching, emotional intelligence, and self-awareness. They are driven by purpose and values.

Sales 106

Sales Self Service Training Connections 106

COPC

JUNE 9, 2023

To ensure seamless implementation, adopt a monthly review cycle involving key stakeholders such as the executive leadership team, functional leaders across various departments, and individuals responsible for data extraction and analysis. Data Verification Accuracy and reliability are the cornerstones of a robust scorecard system.

Management 52

Management Metrics Effort Score Average Handle Time 52

Upstream Works

DECEMBER 14, 2022

Legacy forms of call routing can be effective at a high level, but AI applications can process vastly more data – both structured and unstructured – at wire speed, resulting in higher accuracy of matching. If the inquiry starts with an AI-driven chatbot, other AI applications can determine when (and if) to escalate to an agent.

Contact Center 78

Contact Center Self Service Chatbots Analysis 78

NobelBiz

FEBRUARY 21, 2023

It is the process of collecting and analyzing data about the performance and operations of a contact center which are utilized to gain insight and identify improvement areas. On one hand, reporting refers to data collection on various metrics, such as customer satisfaction, call volume, agent performance, and other relevant KPIs.

Contact Center 52

Contact Center Report Analytics Self Service 52

Integrity Solutions

SEPTEMBER 2, 2022

In other words, great managers are great coaches. Leaders consistently tout the critical role of a “culture of coaching” and the need to maintain one. In our study of sales coaching practices, for example, 76% of respondents said coaching is important to sales success. At least, it shouldn’t be.

Management 119

Management Employee Engagement Culture Leadership 119

Playvox

OCTOBER 20, 2023

Thankfully AI-driven tools are automating capabilities and processes that help contact center analysts and leaders identify tone, intent, and feelings that impact customer experiences and loyalty. Don’t forget the importance of proper tagging in sentiment analysis. Don’t neglect soliciting direct feedback from customers.

Analysis 82

Analysis Contact Center Effort Score How To 82

Vonage

MARCH 26, 2018

At NewVoiceMedia, we believe that competing in today’s CX-driven economy requires businesses to understand the link between emotion and customer loyalty, and provide more personalized and emotive customer interactions. During the webinar, Furniss broke down four ways AI will impact customer service in 2018.

Omni-Channel 228

Omni-Channel Trends Customer Service Contact Center 228

Calabrio

NOVEMBER 25, 2020

Technology is also creating new opportunities for contact centers to not only better serve customers but also gain deep insights through Big Data. With analytics, contact centers can leverage their data to see trends, understand preferences and even predict future requirements.

Contact Center 306

Contact Center Self Service Analytics Banking 306

Thematic

SEPTEMBER 6, 2023

The ultimate guide to using AI-driven insights for business growth More and more analysts are finally embracing using artificial intelligence. AI-driven insights are a powerful tool to enable analysts to extract value at scale from (tens of) thousands of unstructured data points such as customer feedback. So, how do you do that?

How To 71

How To Analysis Feedback Data 71

NobelBiz

OCTOBER 31, 2023

Implementing Advanced Tools for Elevated Customer Service Call Center Data Analytics Utilize analytical tools to monitor customer behavior and identify patterns that may lead to dissatisfaction. Data analytics in call centers goes beyond merely collecting data. The benefits of integrating data analytics are manifold.

Call Center 105

Call Center Contact Center Software Contact Center Social Media 105

Integrity Solutions

NOVEMBER 13, 2020

While most healthcare sales leaders already know how to manage and balance the two, the distinction here is that they have to be able to coach their teams to do the same. The Covid-19 crisis has driven a number of key shifts in healthcare sales, but it’s also amplified and accelerated others that were already underway.

Healthcare 112

Healthcare Sales Social Media Customer Centricity 112

COPC

APRIL 1, 2022

Customer experience management platforms Artificial Intelligence (AI) tools like Nexcom’s RevealCX Boost (1) offer customer experience departments innovative ways of efficiently collecting data. QA primarily evaluates agent performance and provides information for coaching. Certain QA practices have come into question.

Customer Experience Management 96

Customer Experience Management Software Customer Experience Management 96

NobelBiz

FEBRUARY 27, 2024

Data Analysis : AI analyzes vast data sets, identifying patterns and predicting customer behavior. This not only helps in ensuring compliance with protocols but also provides opportunities for coaching and feedback based on actual performance. This increases the likelihood of first-call resolution.

Call Center 105

Call Center Tools Contact Center Net Promoter Score 105

Kayako

APRIL 6, 2017

This has driven feature adoption and meant fewer support issues. The support voice is empathy-driven, while the product team thinks in user journeys. In God we trust, all others must bring data”. Product managers need support members to come armed with data and strong evidence before they make changes to a new feature design.

Feedback 257

Feedback Metrics Management Meeting 257

West Monroe

JANUARY 16, 2024

However, even as private equity transactions have slowed, strategic buyers have stepped in—driven by the pursuit of assets that can be easily onboarded post-acquisition. It’s critical to deliver requested data and address concerns directly—especially in the later stages of diligence.

Strategy 52

Strategy Roadmap Resources Report 52

Magellan Solutions

FEBRUARY 26, 2024

There is immense potential for transforming workflows, empowering agents, and boosting data-informed decisions. AI in call centers improves the customer experience, boosts agent performance, and facilitates data-driven decision-making. As AI rapidly advances, call centers miss significant opportunities by not fully adopting AI.

Call Center 52

Call Center Customer Service Contact Center Roadmap 52

Playvox

FEBRUARY 1, 2024

The Crucial Role Of Customer Sentiment In Data-Driven Decisions The most valuable customer insights for improving CX come from the emotions behind positive feedback, negative feedback, and every other customer communication—across all interactions and on all channels. To increase the level of reliability, don’t limit the data.

Contact Center 93

Contact Center Analysis Measurement Social Media 93

Vonage

MARCH 27, 2018

Look for statements that get to root cause of the emotion, and use the data to build improvement programs with the goal of offering solutions and services that make customers feel understood and valued. You can also use the data to personalize interactions in ways that make customers feel understood and valued.

Omni-Channel 228

Omni-Channel Banking Touchpoint Customer Journeys 228