Calabrio

JULY 25, 2019

2018 “Leader” Consumer Cellular saved money, significantly improved service levels and decreased abandon rates by using Calabrio ONE to manage agent schedules and automate critical contact center reporting. Calabrio’s new Analytics Competition will take the place of this award, and the contest will be held onsite at C3 2019.

Contact Center 153

Contact Center Abandon Rate Innovation Government 153

Lumoa

NOVEMBER 7, 2022

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. In 2018, two-thirds of companies were competing solely on CX and that number is only expected to grow. That’s because it works. And it’s not going away anytime soon.

Trends 208

Trends Customer Experience Competitive Advantage Feedback 208

Lithium

AUGUST 2, 2018

We are pleased to announce our esteemed panel of 2018 Lithy Award Judges: Joe Cothrel, Former Chief Community Officer @ Lithium Technologies- In his 20-year career, Joe has arguably touched more customer-facing online social efforts than anyone in the world. And for additional resources on the 2018 Lithys: Check out last year's winners.

Meeting 40

Meeting Social Media B2C Conference 40

Lithium

AUGUST 2, 2018

We are pleased to announce our esteemed panel of 2018 Lithy Award Judges: Joe Cothrel, Former Chief Community Officer @ Lithium Technologies- In his 20-year career, Joe has arguably touched more customer-facing online social efforts than anyone in the world. And for additional resources on the 2018 Lithys: Check out last year's winners.

Meeting 40

Meeting Social Media B2C Conference 40

Lithium

AUGUST 2, 2018

We are pleased to announce our esteemed panel of 2018 Lithy Award Judges: Joe Cothrel, Former Chief Community Officer @ Lithium Technologies- In his 20-year career, Joe has arguably touched more customer-facing online social efforts than anyone in the world. And for additional resources on the 2018 Lithys: Check out last year's winners.

Meeting 40

Meeting Social Media B2C Conference 40

Lithium

AUGUST 2, 2018

We are pleased to announce our esteemed panel of 2018 Lithy Award Judges: Joe Cothrel, Former Chief Community Officer @ Lithium Technologies- In his 20-year career, Joe has arguably touched more customer-facing online social efforts than anyone in the world. And for additional resources on the 2018 Lithys: Check out last year's winners.

Meeting 40

Meeting Social Media B2C Conference 40

Oracle

FEBRUARY 23, 2018

A robust Customer Relationship Management (CRM) or web analytics tool will help generate insightful data about your customer base. As an SMB, using social channels to boost your customer service credentials is really useful, but maintaining a social presence can be difficult for businesses with limited resources.

CRM 87

CRM Chatbots Lifetime Customer Customer Relationship Management 87

Avaya

JANUARY 16, 2018

40% of executives recently polled by Avaya rate their company’s customer experience as “poor” or “average,” and 93% say they’ll be focusing on improving customer experience in 2018. Think smaller in 2018…specifically, mobile apps. In 2018, major players will be defined by their understanding of this delicate balance.

Customer Journeys 72

Customer Journeys Contact Center Consumers Financial 72

Thematic

OCTOBER 1, 2018

Maybe you’ve used Text Analytics methods to analyze free-form textual feedback (verbatims)? What is text analytics? Text analytics is the process of extracting meaning out of text. How is text analytics used by companies? Some text analytics background….

Analytics 76

Analytics Analysis Training Feedback 76

Up Your Service

SEPTEMBER 22, 2018

Service Council’s 2018 Smarter Services Symposium was held in Chicago with 250 delegates representing 100+ service organizations all gathering under the theme: “Service is Humanity”. Topics included disruptive technology, uberization of the workforce, data analytics, supply chains, employee culture, customer experience, and much more.

Trends 74

Trends Measurement Competitive Advantage Metrics 74

Qualtrics

DECEMBER 6, 2018

Human resources is no longer just hiring and firing. It’s evolved into the employee experience (EX) where departments create dynamic workforces, contribute to company profits, and rely heavily on data and people analytics. Ryan Smith (@RyanQualtrics) November 15, 2018. Ryan Smith (@RyanQualtrics) October 4, 2018.

Employee Engagement 27

Employee Engagement Conference Resources Engagement 27

ShepHyken

FEBRUARY 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. Can awful airline customer service be overridden with AI and analytics? The post 5 Top Customer Service Articles For the Week of February 26, 2018 appeared first on Shep Hyken. Here are my top five picks from last week.

Airlines 78

Airlines Customer Service Loyalty Programs Chatbots 78

NICE inContact

JANUARY 15, 2019

In the case of Forrester Research and the Forrester Wave for Cloud Contact Centers, Q3 2018 , I think you’ll find all these boxes clearly checked. Their research then filtered another important layer down, focusing in on organizations that offer a complete product that includes routing, workforce optimization (WFO) and analytics capabilities.

Contact Center 121

Contact Center Effort Score Omni-Channel CRM 121

C3Centricity

MAY 25, 2020

Although companies realize they desperately need to dig into data analytics to maintain their business position, 45% surveyed think their current internal IT development cycles are not sufficient for new analytics and don’t fulfill their business requirements. Data comes into its own when used for personalised engagements. Get Answers.

Technology 216

Technology Analysis Data Consumers 216

Avaya

DECEMBER 13, 2017

According to Gartner, for example, at least 50% of brands in 2018 will have redirected their investments to customer experience innovations. You know, actually enabling an exceptional customer experience. There’s no doubt companies are making customer experience strides.

Customer Experience 119

Customer Experience Omni-Channel Customer Journeys Analytics 119

CSM Magazine

OCTOBER 5, 2023

. “Our previous system didn’t provide any tracking and didn’t allow for effective reporting so we relied heavily on email and manual processes, including paper-based forms, which significantly impacted the time required and office resource for all operational processes.”

System 59

System CRM Customer Relationship Management Report 59

Talkdesk

NOVEMBER 29, 2017

To help contact centers make the most of their valuable time and help you avoid digging through all the resources available online, we pulled together a list of five must-see videos to address the hottest contact center topics in 2018 like transforming your contact center and preparing for the insurgence of artificial intelligence.

Contact Center 40

Contact Center Video Call Center Hotels 40

datastax

JANUARY 2, 2019

Data management had a stellar 2018—with hybrid and multi-cloud taking front and center stage and continuing to dominate the data concerns of most enterprises. Here are the top six data management trends for 2019: Analytics, analytics, analytics .

Trends 105

Trends Data Management Government 105

GetFeedback

AUGUST 14, 2019

To give you a window into how the industries fared on this metric, here are the top 10 industries based on their scores for 2018. And you’ve got to ask: “Do they have the tools, resources, and processes they need in order to serve the customer the way the customer deserves or desires?” Go beyond basic analytics.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

CSM Magazine

JANUARY 10, 2023

The system also gives management complete visibility of the operation 24/7, as well as the ability to produce in-depth business critical analytics at the touch of a button. The company has also featured in the Sunday Times Tech Track 100 in 2018, 2019 and 2020 and was named in the 2018 Deloitte Technology Fast 50.

Customer Relationship Management 52

Customer Relationship Management CRM System Customer relationships 52

Clarivate

MAY 31, 2023

According to figures from the Healthcare Research & Data Analytics team at Clarivate, the top three best-selling products for Pfizer, AbbVie, Merck/MSD and Bristol Myers Squibb contributed more than half their revenue in 2022, ranging from 53.3% of AbbVie’s $51.8 billion in revenue to a whopping 67.2% for Bristol Myers Squibb’s $44.7

Healthcare 52

Healthcare Innovation Analytics Resources 52

Experience Investigators by 360Connext

SEPTEMBER 27, 2017

What are some of the customer experience trends we’ll see through the end of 2017 and into 2018? Organizations are dedicating more resources to the customer experience. Robust analytics platforms aren’t going anywhere. Here are a few I think are here now, and here to keep redefining how we do business for a while.

Trends 244

Trends Net Promoter Score Effort Score Banking 244

Vonage

JANUARY 30, 2019

For instance, what about inventing a non IVR way of connecting customers to the best resource? We know cloud contact centres enable both virtual and home-based resource models. Additionally, quality insights need to scale which is why the introduction of interaction analytics makes such a transformational impact.

Omni-Channel 228

Omni-Channel Self Service Innovation Technology 228

Comm100

JUNE 25, 2019

AI-powered chatbots are so 2018. There are currently 2 primary types of agent-facing AI : analytics tools that help paint a picture of the customer by combing through terabytes of data stored across multiple systems, and conversational applications that help agents better understand and handle customer inquiries. The FAQ Destroyer.

Contact Center 124

Contact Center Chatbots Knowledge Base Resources 124

West Monroe

JANUARY 29, 2018

Last week at DistribuTECH 2018 in San Antonio, TX, energy professionals from all over shared ideas and perspectives on the future of the industry with one clear conclusion: our energy future remains uncertain, but “digital” will be a major driver in addressing this uncertainty.

Self Service 40

Self Service Roadmap Exercises Technology 40

AWS Machine Learning

SEPTEMBER 19, 2023

The key components of the technical architecture are as follows: Data storage and analytics – The quarterly financial earning recordings as audio files, financial annual reports as PDF files, and S&P stock data as CSV files are hosted on Amazon Simple Storage Service (Amazon S3). WWW: $85.91 DDD: $9.82 WWW: $85.91 DDD: $9.82

Financial 113

Financial Multi-Channel Marketing Analysis 113

NICE inContact

JANUARY 24, 2019

In our 2018 Customer Experience (CX) Transformation Benchmark survey , 66% of the 2,400 customers we polled told us that—despite all the other channels available to them—their top preference to connect with a company remains a phone call with a live agent. This same rule applies when people call into your contact center. .

Self Service 152

Self Service Contact Center e-support Call Center 152

Clarivate

APRIL 14, 2022

For this analysis we’ve used InCites Benchmarking & Analytics , the web-based research evaluation tool from Clarivate. Source: Benchmarking & Analytics. Using Web of Science analytics tools, we mapped the primary countries that Ukraine collaborated with within these SDGs. Source: InCites Benchmarking & Analytics.

Analysis 133

Analysis Analytics Government Policies 133

CSM Magazine

MARCH 1, 2022

Joanne Gilbert-Button, Resource Planning Specialist at Cazoo said, “We have achieved so much over the past year and we couldn’t have done it without Calabrio. At a glance, resource planners can see which teams need overtime or where people can be reallocated to support other teams. For more information, visit www.cazoo.co.uk.

Management 59

Management Case Study Social Media Resources 59

Avaya

JANUARY 14, 2019

It’s no surprise, then, that executives are devoting resources toward improving the Digital Customer Experience (DCX). Devoting resources to DCX is a wise move, according to Nemertes’ 2018-19 Digital Customer Experience research study of 697 IT and business leaders across North America, Europe, and Asia-Pacific.

Customer Experience 73

Customer Experience Competitive Advantage Social Media Metrics 73

Hero Digital

SEPTEMBER 25, 2018

With more marketers becoming aware of the importance of analytics, many enterprise organizations are now promising to be “ data-driven.” A 2018 survey by NewVantage Partners found nearly all executives asked (98.6%) agree that their businesses are actively working to become a data-driven enterprise, yet only 32.4%

Data 46

Data Company How To Analytics 46

Oracle

JANUARY 16, 2020

In 2018, shifting tax policies and a stock market setback combined to stanch the lifeblood of the vast majority of nonprofit organizations: Charity giving declined 1.7% Cloud resources. Data analytics. from year-earlier levels (accounting for inflation), according to GivingUSA. With more than 1.5 Mobile-first mindset.

Trends 82

Trends Technology Social Media Insurance 82

Talkdesk

FEBRUARY 27, 2020

between 2017 and 2018. These results free up valuable resources for organizations to invest in where they are going, versus sinking more cost into obsolete technology and broken processes that hinder innovation. Pay attention to metrics Leading organizations in every industry are wielding data and analytics as competitive weapons.

Abandon Rate 80

Abandon Rate Contact Center Competitive Advantage Comparison 80

Oracle

APRIL 26, 2018

At Modern Customer Experience 2018, I was up to my eyeballs with fantastic CX insights and exciting innovations. In the future, they expect to utilize Google Home and other voice assistants to fully automate their service request process, which will allow them to reallocate resources from call intake to service delivery.

Customer Experience 103

Customer Experience Effort Score Analytics Innovation 103

SurveySparrow

NOVEMBER 1, 2021

Kathleen Hogan works at Microsoft as EVP of Human Resources and she’s the Chief People Officer. He says that his big break came when he was promoted to Global Director of People Analytics Solutions at IBM Watson Talent. Fermin Diez considers himself a learner and not a teacher in the field of human resources. 1 Kathleen Hogan.

Social Media 98

Social Media Tips Conference Leadership 98

Oracle

FEBRUARY 21, 2019

Clarivate Analytics. Clarivate Analytics. Health Resources in Action. Header image is from the 2018 Markie Awards ceremony. Daimler Financial Services. Laerdal Medical. Movember Foundation. “The Convert Award for Best Commerce Experience” Finalists. Carmen Steffens. The Vermont Country Store. Johnson Controls.

Omni-Channel 75

Omni-Channel Meeting Conference ROI 75

ShepHyken

FEBRUARY 18, 2019

Each week I read a number of customer service and customer experience articles from various resources. According to the author of this article, three big technologies will impact CX; conversational bots, the Internet of Things (IoT) and analytics through machine learning (AI). Here are my top five picks from last week.

Customer Service 62

Customer Service Retail Ecommerce Loyalty Programs 62