InMoment XI

DECEMBER 13, 2022

Ideally you would be able to use operational data for this, but there are a few problems with this method. Then, brands can identify topics that attract large call volumes and work out which ones have the potential to be moved to cheaper channels (most likely online). Where Do We Start When Reducing Failure Demand?

ROI 493

ROI Call Center Return on Investment Measurement 493

C3Centricity

FEBRUARY 13, 2024

I want to continue this topic focussing on using the information for continuous improvement of the brands and services you offer. Benefits of Continuous Improvement The benefits of continuous improvement extend beyond operational efficiency. Last week I spoke about the importance of actioning customer feedback.

Customer Insights 226

Customer Insights Feedback Social Media Customer Satisfaction 226

InMoment XI

APRIL 27, 2023

to surface the most important topics and trends to help organizations take immediate action on their customer feedback. What’s so exciting about this technology is it reduces the time spent analyzing and helps immediately summarize key themes and topics, making it easier for businesses to get to the root cause quickly.

Innovation 260

Innovation Feedback Analysis Resources 260

Customer Bliss

SEPTEMBER 28, 2017

There is a large topic that I feel we don’t address enough in CX circles, though, and I wanted to dedicate a quick blog to it. What’s the topic? At Shop.Org , which just concluded in Los Angeles, this was a huge topic. (It’s But back-end operations — orders, payments, fraud prevention, fulfillment, etc.

Omni-Channel 250

Omni-Channel Competitive Advantage Retail Conference 250

TechSee

FEBRUARY 19, 2024

Something as basic as automatic call summarization and topic extraction can reduce pre- and post-call operations by 30%, representing millions of dollars in savings. Early LLM-chatbots have been similarly restricted due to concerns about LLM hallucinations and off-topic guidance.

Virtual Agent 124

Virtual Agent Chatbots Training Interaction 124

Lumoa

APRIL 3, 2023

This is where Lumoa becomes an essential partner as it provides customers with a quick way to identify top topics driving customer experience up or down and create action plans. “I B2B Customer Experience Agency operates in an ecosystem of CX leaders from consulting to technology. I see CX as a Service.

B2B 208

B2B Customer Experience Customer Centricity Consulting 208

InMoment XI

MARCH 23, 2022

As with most topics related to employment and the economy, the finger-pointing over who and/or what’s behind this phenomenon has been incessant… and loud. Culture, Infrastructure, and Operational Challenges.

Brands 493

Brands Policies Employee Engagement Employee Experience 493

TechSee

JUNE 16, 2022

Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. You can listen to Paul in this inspiring podcast , where he discusses the value of Lean Operations in a contact center environment and how it can significantly improve operational efficiencies. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Lumoa

JULY 17, 2022

Parques Reunidos is the eighth largest leisure park operator worldwide. This release is about what we translate those feedbacks into ???? New Case Study with one of our customers – Parques Reunidos! Thanks for reading! The post Product News – July 2022 appeared first on Lumoa.

Case Study 208

Case Study Hotels Knowledge Base Study 208

COPC

APRIL 1, 2024

This pursuit includes engaging employees, reducing operational costs, and boosting product and service performance. Operational efficiency technologies extend to applications that provide real-time analytics, prompts, and AI-driven tools for insights and reporting.

Customer Experience 89

Customer Experience Contact Center Gamification Chatbots 89

Lumoa

JANUARY 8, 2024

This means recognizing “Apple” as the brand, “iPhone 15 Pro” as the model, and “iOS” as the operating system. Topic Modeling: This is the opposite of digging deeper into the sentiment. Topic modeling is about seeing the bigger picture. Ain’t that powerful?!

Analysis 394

Analysis Software Comparison Social Media 394

Totango

JANUARY 2, 2024

In a recent webinar, I explored how CS Operations professionals can be the ideal change agents to help drive this transformation and unlock new business growth. Drive business outcomes leveraging Totango The first topic we discussed was how each of our experts leveraged Totango to drive business outcomes within their respective organizations.

Customer Success 99

Customer Success Tips Self Service Customer Journeys 99

Uniphore

JULY 1, 2021

Findings reveal fundamental issues with how contact centers operate today , covering a wide range of knowledge management and workforce engagement management topics such as hiring, onboarding, training, quality management, performance management, and coaching.

Social Media 218

Social Media Call Center Study Contact Center 218

NobelBiz

MARCH 19, 2024

These digital command centers offer a comprehensive overview of operations, enabling supervisors to make informed decisions in real-time. A call center dashboard is a centralized tool designed to monitor and analyze various aspects of call center operations. Table of Contents What is a Call Center Dashboard?

Call Center 59

Call Center Contact Center Average Handle Time Multi-Channel 59

TechSee

DECEMBER 12, 2022

However, the simultaneous arrival of economic, operational, and technical challenges is straining many field service organizations. Download our Field Service Vision 2023 Report to Learn ore about these topics. Operational and Staffing Challenges. A Weak Economic Outlook for 2023. 3 Challenges Field Service Leaders Are Facing.

Innovation 124

Innovation Customer Centricity Technology Leadership 124

Experience Matters

MAY 13, 2019

Just about every SAP or Qualtrics keynote speech discussed XM, and it was a topic at many of the concurrent sessions. One of the cornerstones of XM is the combination of operational data (“O-data”) and experience data (“X-data”). As you might expect, Experience Management (“XM”) was a dominant theme.

Data 205

Data Management Customer Experience Customers 205

ShepHyken

MARCH 25, 2024

According to an article in Craving Tech, organizations that have integrated this new technology into their operations saw a 25% boost in customer satisfaction in 2023. My Comment: We kick off this week’s Top Five roundup with an excellent article on the most popular topic of the day (probably the year), AI. It’s making them better.

Loyalty Programs 76

Loyalty Programs Hotels Customer Service Hospitality 76

MiaRec

AUGUST 30, 2023

He also offers valuable advice for setting up successful topic and sentiment analysis initiatives. The conversation highlights the power of using data-driven insights to improve overall contact center operations. To view the the full interview, please watch the video below:

Call Center 52

Call Center Analytics ROI Contact Center 52

AWS Machine Learning

APRIL 4, 2024

However, delivering truly personalized recommendations presents several key challenges: Capturing diverse user interests – News can span many topics and even within specific topics, readers can have varied interests. This results in customized news feeds that surface the topics and sources most relevant to an individual user.

Trends 78

Trends Metrics Training Interaction 78

Uniphore

DECEMBER 27, 2021

How can organizations turn this downward trend around and improve IT operations for their employees? The two technology experts discussed the pandemic-fueled shift toward remote work—and how that shift has fundamentally reshaped IT help desk operations and expectations. Conversational AI may be the answer.

Self Service 211

Self Service User Experience Chatbots Consulting 211

2020 Research

MAY 1, 2023

For this edition of our Around the Globe series, join us as we travel to Atlanta, Georgia, to meet Erin Jewell, the Vice President of Digital Marketing & Operations at Sago. I can tag and sort pages by topic, letting me easily refer back to important notes. This is one of the only times we can all connect with no distractions.

Travel 98

Travel Course Culture Meeting 98

BirdEye

MARCH 27, 2024

The content curation process involves searching for relevant content, gathering sufficient information to organize within topics, and presenting it with your insights to the relevant audience. Curated content usually presents different viewpoints or information pieces on the same topic with a unique conclusion or insight.

Strategy 59

Strategy Social Media Trends Infographics 59

Experience Matters

JANUARY 16, 2018

It has been downloaded and read by tens of thousands of people around the world and is likely one of the most-read documents ever published on the topic of customer experience. This eBook outlines the following 6 laws of customer experience: Every interaction creates a personal reaction.

eBook 0

eBook Customer Experience Government Customers 0

AWS Machine Learning

DECEMBER 18, 2023

AWS is working in a community of diverse international stakeholders to improve emerging AI standards on variety of topics, including risk management, data quality, bias, and transparency. Effective standards help reduce confusion about what AI is and what responsible AI entails, and help focus the industry on the reduction of potential harms.

Guidelines 125

Guidelines Government System Analytics 125

Customer Bliss

FEBRUARY 18, 2020

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. For the previous video about this topic, click here to read the transcript and access the video. .” So I like to call these your guardrails for building out your operation. CX Click To Tweet.

Chief Customer Officer 248

Chief Customer Officer Video Customer relationships Course 248

Experience Investigators by 360Connext

FEBRUARY 20, 2024

Cost-Effective and Scalable Solutions: Machine learning means these tools can adapt and improve over time, keeping operational costs low. Smarter platforms learn not just about topics but also about better routing to high-quality customer service agents.

Analysis 270

Analysis Analytics Customer Relationship Management Feedback 270

Customer Bliss

MARCH 22, 2021

Weave Humanity Into How Companies Operate and Earn Greater Growth. Even as we move forward, I encourage you to continue to hold onto that humanity and harness it as a central tenet of how you operate and shape experience for both your employees and your customers. Read more about this topic here. Click To Tweet.

Leadership 156

Leadership Customer Experience Company Customers 156

2020 Research

OCTOBER 13, 2023

[link] In Episode 2 of Sago’s Eye on Innovation Series , Ash Wade, EVP of Revenue Operations at Sago, interviews Raj Manocha, Chief Client Officer at Sago, on the topic of improving the human experience in research.

Innovation 64

Innovation Groups Technology Marketing 64

Experience Investigators by 360Connext

APRIL 2, 2024

Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. Sometimes, it is so company-focused the touchpoints are categorized by org chart: marketing; operations; billing, etc.) Your relationship with customers is built one step at a time. And for good reason! <- Why?

Touchpoint 143

Touchpoint Customer Journeys Customer Experience Social Media 143

Customer Bliss

OCTOBER 16, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. So, you really need to outline what they will do differently, how you will need them to hold people accountable differently, what their personal commitment will be to challenging the operation of the organization.

Customer Experience 185

Customer Experience Chief Customer Officer Video Leadership 185

Feedbackly

OCTOBER 10, 2023

Personalization is a hot topic. Date: November 1st, 2023 Time: 2 PM EET (UTC +2) / 12 PM GMT (UTC +0) Tiempo de duración: 60 min >> Save your free seat here Everybody is saying that personalized customer experience (CX) is important and we need to do it, but only a few actually know if they are doing it right.

Measurement 98

Measurement Ecommerce Customer Experience How To 98

Optimove

FEBRUARY 1, 2024

2024 Lightning Talks cover crucial gaming topics presented by Optimove experts and are a “must-attend” for any marketer looking to quickly up their game in the gaming industry. Learn more about each topic and why you should attend below. You’ll see why.) The best part?

CRM 69

CRM Sports Consulting Data 69

AWS Machine Learning

JULY 20, 2022

Amazon Comprehend performs topic modeling to extract common themes from the collection of articles. Amazon Comprehend performs topic modeling to extract common themes from the collection of articles. With the Amazon Comprehend topic modeling API, you analyze all the article texts using the Latent Dirichlet Allocation (LDA) model.

Advertising 79

Advertising Automotive Industry How To 79

Comm100

SEPTEMBER 4, 2022

Because it is one of our most popular posts, we have updated it to include the latest research, up-to-date statistics and best practices in this topic. Set keyboard shortcuts for frequently used operations, like canned messages, to save time. Be clear about operational hours. Practice using shortcuts. Use alternate media.

Customer Service 242

Customer Service Abandon Rate ROI Apparel 242

MiaRec

NOVEMBER 14, 2023

Our Voice Analytic s solutions enable contact centers to streamline quality and compliance processes, gain valuable customer insights through tools like Sentiment and Topical Analysis, implement Automated Quality Management , leverage AI assistance, and more.

Contact Center 52

Contact Center Analytics Analysis Customer Insights 52

MiaRec

NOVEMBER 14, 2023

Our Voice Analytic s solutions enable contact centers to streamline quality and compliance processes, gain valuable customer insights through tools like Sentiment and Topical Analysis, implement Automated Quality Management , leverage AI assistance, and more.

Contact Center 52

Contact Center Analytics Analysis Customer Insights 52