SurveySensum

MARCH 5, 2025

What if your call center could listen beyond words? Your agents handle thousands of conversations daily, so manually reviewing every call transcript is impossible – but AI-powered Call Center Text Analytics software makes it effortless. What is Call Center Text Analytics? Lets find out!

Call Center 52

Call Center Analytics Contact Center Analysis 52

Lumoa

APRIL 13, 2020

With the modern technologies available today, such as speech-to-text and artificial intelligence (AI) it’s possible to automatically generate insights from calls, Interactive Voice Response (IVR) surveys, and post-call surveys. As a consequence, many companies receive large volumes of customer data via phone calls.

Customer Insights 195

Customer Insights Feedback Social Media Survey 195

rethinkCX

FEBRUARY 24, 2025

Business growth is exhilaratinguntil your call center buckles under the pressure. More customers mean more calls, chats, and tickets, and an in-house team can only stretch so far before cracks show. Why Scaling with BPO Makes Sense In-house call centers face hard limits. No missed calls, no angry customers.

Call Center 52

Call Center Strategy e-support Customer Journeys 52

Thematic

MARCH 18, 2025

." That’s exactly why customer insights platforms are essential. That way, you can easily understand what customers truly want. In this guide, you’ll get a peek into some of the best customer insights platforms and their features. What is a Customer Insights Platform?

Customer Insights 62

Customer Insights Social Media Analysis Consulting 62

NobelBiz

APRIL 30, 2024

AI-based call centers are revolutionizing how businesses interact with their customers. The customer service you provide will either make or break your brand. From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness.

Call Center 105

Call Center Contact Center Virtual Agent Chatbots 105

NobelBiz

APRIL 30, 2024

AI-based call centers are revolutionizing how businesses interact with their customers. The customer service you provide will either make or break your brand. From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness.

Call Center 104

Call Center Contact Center Virtual Agent Chatbots 104

InMoment XI

NOVEMBER 21, 2024

A higher response rate provides a wide range of customer insight, making it easier to understand and address common issues. Customer Lifetime Value (CLV) CLV helps estimate the total revenue a customer will bring during their entire relationship with the business. Make your surveys short and simple to prevent fatigue.

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

NobelBiz

NOVEMBER 6, 2023

In today’s fast-paced digital environment, intelligent automation has become a powerful force, propelling change within call centers across the globe. Contact centers serve as the lifeblood of customer service for countless businesses, and the integration of intelligent automation holds the key to unlocking their full potential.

Call Center 105

Call Center Self Service Contact Center Customer Service 105

InMoment XI

OCTOBER 19, 2021

I thought I’d spend a moment explaining what these announcements mean for those of us who are VoC, CX and Customer Insights professionals. Not that long ago, if we wanted to know what a customer thought, how they felt about interacting with your brand (website, store, call center, etc.),

Analytics 370

Analytics Data Customer Experience Social Media 370

Experience Matters

JULY 7, 2015

We just published a Temkin Group report, Unlocking Customer Insights From Contact Centers: From Agent Productivity to Enterprise Intelligence. However, companies are now beginning to realize that contact centers actually contain a wealth of deep, untapped information about customers. Download report for $195.

Contact Center 120

Contact Center Customer Insights Report Government 120

Calabrio

FEBRUARY 28, 2025

Analytics Voice Analytics: Unlock Insights in Your Contact Center Conversations Share In the data-driven contact center of today, understanding the nuances of customer conversations is paramount. Voice analytics, in short, is technology that transforms spoken words into actionable insights. What is voice analytics?

Contact Center 130

Contact Center Analytics Analysis Self Service 130

InMoment XI

NOVEMBER 13, 2024

Here are the key steps for using data analysis to predict churn: Collect and Prepare Data Select and Train a Model Analyze Predictive Patterns Take Proactive Action Collect and Prepare Data Consider diverse data sources that capture customer interactions and behaviors. It provides stronger customer insights.

Customer Retention 195

Customer Retention How To Analysis ROI 195

NICE inContact

SEPTEMBER 18, 2019

To some, AI in the Contact Center , conjures up images of chat bots or AI call center agents. While many contact centers are experimenting with chat bots, many also see the vision of infusing their entire call center with AI. Why AI in the Contact Center. How AI can help improve the Contact Center.

Contact Center 136

Contact Center Chatbots Call Center Roadmap 136

InMoment XI

OCTOBER 19, 2021

I thought I’d spend a moment explaining what these announcements mean for those of us who are VoC, CX and Customer Insights professionals. Not that long ago, if we wanted to know what a customer thought, how they felt about interacting with your brand (website, store, call center, etc.),

Analytics 221

Analytics Data Customer Experience Social Media 221

NobelBiz

MAY 21, 2024

While the role of call centers is crucial in customer service, companies often choose between inbound and outbound call centers. Each of these call centers come with unique functionalities, benefits, and challenges. What is an Inbound Call Center? How does an Inbound Call Center Work?

Call Center 52

Call Center Contact Center Effort Score Average Handle Time 52

TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” He also sits on the board of Directors for CSPN.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? The right call center reporting system isn’t just a nice-to-have; it’s an absolute necessity.

Call Center 59

Call Center Report Contact Center Net Promoter Score 59

CSM Magazine

FEBRUARY 6, 2025

Below, we explore how AI co-pilots are transforming the customer support landscape and evaluate some of the best solutions for your business. Why AI-Powered Co-Pilots Are Game-Changing AI co-pilots bridge the gap between human customer service and cutting-edge technology.

Software 52

Software Call Center Contact Center Chatbots 52

InMoment XI

APRIL 9, 2025

For instance, InMoments conversation intelligence software lets you drill down into each actors input in a customer-agent interaction. The agent-specific insights help call center managers to motivate top performers and identify agents who require additional training. Steps to Implement CI for Sales Forecasting 1.

195

195

NobelBiz

JULY 9, 2024

What is a Telemarketing Call Center ? A lead generation call center is a specialized contact center dedicated to identifying and cultivating potential customers for a business. In this article, we’ll explore the ins and outs of Lead Generation call centers and their services.

Call Center 52

Call Center Multi-Channel Contact Center Social Media 52

GetFeedback

MAY 9, 2019

At this level, you’re also working on developing a customer experience strategy. Stage 4 —O perationalize: You begin to re-design your company’s operational processes based on customer insight and other customer experience metrics. Stage 5 — Align: Being customer-centric is the norm in your company at this stage.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

NobelBiz

JULY 2, 2024

What is a Telemarketing Call Center ? A telemarketing call center is a specialized contact center where trained agents make and receive calls to promote products or services, conduct market research, or provide customer support. Building and maintaining customer relationships.

Call Center 52

Call Center Contact Center Contact Center Software Customer Satisfaction 52

Alida

DECEMBER 9, 2016

Ask for customer feedback to help uncover the main goals, thoughts, feelings, expectations and opinions of your personas. Customer insight is especially important when certain personas expect varying levels of service. Instead of assuming how customers want to engage with your brand, ask them directly.

Customer Journeys 224

Customer Journeys How To Touchpoint Social Media 224

NobelBiz

FEBRUARY 13, 2024

The call center industry has been changing faster than ever, due to technological breakthroughs and constantly evolving customer demands. In 2024, businesses have the crucial responsibility of understanding and adopting the latest technology trends in customer service.

Call Center 59

Call Center Self Service Software Contact Center 59

CSM Magazine

MAY 31, 2023

In the heart of every successful business, a strong commitment to customer satisfaction is always present. One innovative tool businesses are increasingly employing is call center recording. This technology captures customer interactions, providing valuable insights that can refine and enhance the customer experience.

Call Center 52

Call Center Tools Call Recording Customer Service Representative 52

Comm100

OCTOBER 25, 2021

It’s well documented that millennials hate phone calls , and to meet the needs of these customers, businesses are undergoing digital transformation to remain competitive. Call centers are evolving to become contact centers in increasing numbers, supporting a wide variety of contact channels for customers.

Contact Center 246

Contact Center Omni-Channel Knowledge Base Social Media 246

Lumoa

NOVEMBER 7, 2022

7 Customer Experience Trends to Know in 2023 Here are seven trends that will keep your customer experience strategy on top. #1 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.

Trends 195

Trends Customer Experience Competitive Advantage Feedback 195

Customer Bliss

JUNE 6, 2018

Before joining Hertz, Eric spent time conducting traditional market research work and realized he had a passion for customers and how we treat them. He also built an NPS program at Avis Budget Group when he was the VP of Customer Insights & Experience.

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

NobelBiz

FEBRUARY 21, 2023

While there is no single, all-encompassing definition of customer engagement, it can be thought of as a customer’s feeling for a brand. For call centers, customer engagement is a proxy for the quality of the relationship between their business and their client. How critical is customer engagement?

Call Center 52

Call Center Customer Engagement Technology Engagement 52

Stella Connect

OCTOBER 26, 2021

Call center performance management has, for many brands, changed little over the years. Managers spend their days coaching and training their team on brand standards, best practices, and overcoming common customer issues. Reinventing Your Call Center Performance Management Program. But, it doesn’t have to be.

Call Center 52

Call Center Management Contact Center Effort Score 52

Lumoa

AUGUST 3, 2021

Taking the time to gain customer insight can also help craft tactical initiatives and prioritizes where your team needs to spend their energy to avoid burnout. Utilizing a digital-first lens As more companies shift from call centers to digital channels, they can drive down costs.

Customer Journeys 243

Customer Journeys Customer Experience Touchpoint Customers 243

Calabrio

OCTOBER 14, 2019

Based on a vertically oriented media player that aligns with how we consume information today, the design puts critical customer insights at users’ fingertips.

Conference 33

Conference Connections Strategy Entertainment 33

ReviewTrackers

OCTOBER 19, 2018

The Rise of the Customer Insight and Action Platform. The ability to capture and act on consumer insights (CI) — often defined as an interpretation of trends in human behaviors — can equip companies with the information they need to foster customer loyalty, deliver better customer experiences, and drive improved business results.

Customer Insights 56

Customer Insights Strategy Multi-Channel Social Media 56

AWS Machine Learning

OCTOBER 16, 2024

Intact faced a challenge in managing its vast network of customer support call centers and required a workable solution within 6 months and long-term solution within 1 year.

Customer Service 80

Customer Service Contact Center Insurance Financial 80

InMoment XI

APRIL 18, 2023

The healthcare business had one of the biggest corporate turnarounds in Australian history, largely due to its commitment to customer centricity. For example, when it comes to insurance, fees might be the most important thing to a customer, but that’s not necessarily something you can change from a CX perspective.

ROI 195

ROI Insurance Tips Healthcare 195

NobelBiz

JULY 25, 2023

Join us as we navigate the landscape of Customer Interaction Analytics and its significant impact on customer-centric approaches in today’s business world. Diving Deep into Call Centers Customer Interaction analytics serves as the heartbeat of modern call centers. What is Interaction Analytics?

Interaction 98

Interaction Analytics Call Center Contact Center 98

eglobalis

SEPTEMBER 30, 2017

Die CXPA wurde 2011 gegründet und ist die weltweit führende Non-Profit-Organisation für die Weiterbildung und Förderung von Customer-Experience-Managern. Web, Call Center, persönliche Meetings, Verkaufsstellen, Mobile Commerce etc.), mit Produkten und Dienstleistungen und ganze Unternehmen übergreifend.

Customer Experience Professionals 159

Customer Experience Professionals CEM Customer Experience Customer Experience Management 159