NobelBiz

JULY 23, 2024

To address and overcome this challenge, many companies have started embracing Unified Customer Experience Management (Unified CXM). CXM has completely revolutionized how brands engage with their customers. Related Article What Is Unified Customer Experience Management (CXM)?

Call Center 52

Call Center Insurance Omni-Channel Software 52

Clarabridge

JANUARY 6, 2017

Throughout the article, he forecasts the future of technology—and in one 2017 prediction, he lays out what we at Clarabridge believe is the future of customer experience management. It hides in call recordings and in call center agent notes. Of course, for Clarabridge, this is hardly a new development.

Call Recording 40

Call Recording Social Media Call Center Feedback 40

Clarabridge

JANUARY 6, 2017

Throughout the article, he forecasts the future of technology—and in one 2017 prediction, he lays out what we at Clarabridge believe is the future of customer experience management. It hides in call recordings and in call center agent notes. Of course, for Clarabridge, this is hardly a new development.

Call Recording 40

Call Recording Social Media Call Center Feedback 40

Clarabridge

SEPTEMBER 22, 2015

They applied text analytics to determine what people were talking about on social media sites with respect to their brand. Unstructured data is found beyond social media—it’s the write-in text in your surveys, the emails your customers send you, the call recordings from your call center, and dozens of other sources.

Data 40

Data Social Media Insurance Call Recording 40

BirdEye

JUNE 14, 2023

Consider tapping into Voice over Internet Protocol (VoIP) services which allow you to facilitate those calls using an internet connection at a fraction of the cost of traditional phone service. The best VoIP solutions also offer voicemail, call recording, custom caller ID, and voicemail-to-text features.

Communication 98

Communication Social Media Video Meeting 98

CSM Magazine

AUGUST 4, 2021

How can banks prepare for constantly evolving customer expectations to ensure the customer experience continues to deliver? A unified customer experience management program allows organizations to garner deep insights into the customer experience to determine potential hang-ups in the customer journey.

Banking 52

Banking Self Service Customer Experience Customer Service 52

Pointillist

OCTOBER 22, 2018

Use Artificial Intelligence to Better Understand the Customer Experience Data You’re Gathering. Customers today interact with companies in a variety of ways, leaving a massive trail of experience data in the form of call recordings, chat transcripts, comments on websites, and more.

Measurement 40

Measurement Customer Experience Net Promoter Score Hotels 40

Avaya

JANUARY 26, 2018

Desktop screen capture: This is an undetectable back-end process that records desktop screen activity during each customer interaction. Supervisors and managers can use this both in the contact center and back office to view customer interactions from beginning to end via synchronized screen and call recordings.

Financial 51

Financial Contact Center Call Recording Communication 51