Calabrio

JANUARY 19, 2017

Analytics Will Become Part of Employee Retention Strategies. In 2017, the application and importance of analytics will continue to increase, and companies will use contact center analytics to gather information about employees, not just customers. Get the strategies you need Click To Tweet.

Customer Satisfaction 100

Customer Satisfaction Brands Strategy Contact Center 100

Win the Customer

JUNE 5, 2017

A tool like Service Wave Analytics displays insights from every customer service channel and conversation to get an accurate picture of what’s going on with your customers. The platform also helps your team create tasks to escalate issues and work quickly to find resolutions and keep customers happy.

Customer Service 88

Customer Service Virtual Call Center Guidelines Call Recording 88

Esteban Kolsky

JUNE 23, 2016

How about learning that Customer Experience and Engagement are the most hoped for budgeted projects in Customer Service in 2016-2017 – but cloud, knowledge, employee empowerment, and analytics were the top four that got funded? Or to know we finally (finally!)

Survey 74

Survey Customer Service Entertainment Mobile Customer Service 74

ShepHyken

NOVEMBER 4, 2016

With the availability of smart features like click to call service on apps, millennials prefer to receive instant response to their queries. Real-time Assistance: Providing customer service through live assistance is one of the best ways to glorify your customer experience. Organizations.

Social Media 48

Social Media Mobile Customer Service Analytics Innovation 48

Natalie Petouhof

FEBRUARY 22, 2016

The combination of Contact Solutions advances the Verint Customer Engagement Optimization ™ portfolio with the addition of cloud-based solutions that enhance voice and mobile self-service through automation and analytics-driven personalization. This will advancing mobile self-service and engagement.

Self Service 40

Self Service Customer Experience Customer Service Omni-Channel 40

Comm100

FEBRUARY 6, 2018

Salesforce has been successful as a mobile customer service application, meeting the increasing demands of businesses and customers. Like live chat software, Hootsuite’s social media software provides analytics and reports to help companies best understand how their social media strategies are performing.

Software 143

Software Customer Engagement Engagement Omni-Channel 143

Tricia Morris

FEBRUARY 19, 2016

Yet 80% of customer service professionals participating in the same report as above say their current customer service systems won’t meet future needs. By 2018, 50% of agent interactions will be influenced by real-time analytics. Gartner Predicts 2015: Weak Mobile Customer Service Is Harming Customer Engagement ).

Self Service 40

Self Service Customer Service Contact Center Omni-Channel 40