InMoment XI

FEBRUARY 8, 2024

This will improve your business by enhancing operational efficiency, elevating customer satisfaction, and fostering a more agile and responsive customer service environment. An optimized contact center offers numerous benefits for organizations aiming to enhance their customer service operations and overall business performance.

Contact Center 260

Contact Center Multi-Channel Social Media Competitive Advantage 260

Advantage Communications

JULY 27, 2022

Call center analytics are the collection, measurement and reporting of customer data and agent performance. Analytics are used to provide insights about how your business’ customer service department is performing. They also help identify trends, opportunities and actionable goals.

Call Center 52

Call Center Customer Service Measurement Customers 52

Magellan Solutions

JUNE 12, 2021

Offshore Call Center Services Uses Speech Analytics to Improve Customer Journey. Offshore call center services are often called IT-enabled BPO services. Aptly named as this industry uses various innovations and technology to deliver excellent services to businesses worldwide. . Service or product mentioned .

Call Center 52

Call Center Multi-Channel ROI Customer Retention 52

InMoment XI

NOVEMBER 20, 2023

With AI, brands spend less time analyzing text-heavy analytics and more time making smarter decisions to drive change. Customer retention rates and customer service can be improved by using AI to actively listen for qualitative feedback and elicit more valuable responses.

Customer Experience 324

Customer Experience E Commerce E-support Social Media 324

InMoment XI

OCTOBER 24, 2023

In the era of customer-centricity, contact center analytics stands as a beacon, guiding businesses and contact centers toward informed, data-driven decisions. This article delves deep into the intricacies of contact center analytics, showcasing how they can be the linchpin in enhancing customer experience and driving business growth.

Contact Center 260

Contact Center Multi-Channel Net Promoter Score Metrics 260

InMoment XI

MARCH 20, 2024

They envisioned a landscape where exceptional customer service, inviting environments, and a commitment to personal connections prevailed over the conventional transactional approach. Despite these changes, Metro Bank remained committed to their service-based model. From the outset, Metro Bank sought to rewrite the rules of banking.

Customer Centricity 260

Customer Centricity Net Promoter Score Banking 2010 260

InMoment XI

OCTOBER 5, 2023

This feedback becomes even more valuable when you can harness a data platform that utilizes unstructured data analytics and creates actionable insights. By turning employees from mere service providers into valued contributors to the customer-centric mission, brands can effectively transform detractors into enthusiastic promoters.

Contact Center 486

Contact Center Call Center Social Media Employee Experience 486

InMoment XI

JANUARY 12, 2024

This information, in turn, empowers companies to tailor their products, services, and communication strategies to meet the evolving needs of their customer base. Monitoring and analyzing calls help identify areas for improvement, ensuring that customer service representatives deliver a consistent and high-quality experience.

E Commerce 260

E Commerce E-support Healthcare Multi-Channel 260

InMoment XI

AUGUST 17, 2023

Understand Customer Expectations: By analysing and understanding your customers’ feelings and emotions using sentiment and text analytics towards a product or service you are offering, you are able to align your development efforts with customer needs and preferences. Focus on making each step clear, intuitive, and user-friendly.

Net Promoter Score 493

Net Promoter Score NPS Customer Satisfaction 2023 493

InMoment XI

JULY 11, 2023

Predictive analytics. What is predictive analytics,” you may ask. Well, by thoroughly analyzing historical data, predictive analytics software can predict future customer needs and behavior, forging a proactive customer experience (CX) strategy. What Is Predictive Analytics?

Customer Satisfaction 200

Customer Satisfaction Loyalty Roadmap Healthcare 200

InMoment XI

SEPTEMBER 12, 2023

The Role of Data Analytics in Competitive Analysis Data analytics tools are crucial for turning raw data into actionable insights. Data analytics can help you identify weaknesses in your strategy, spot emerging market trends, and even model potential future scenarios.

Marketing 260

Marketing Competitive Advantage Return on Investment Poor Customer Service 260

InMoment XI

JANUARY 16, 2024

Specifically, the world’s leading brands have begun using contact center AI to create a more efficient and effective customer service experience. It aims to streamline and improve various aspects of customer service, from handling routine inquiries to providing personalized assistance. How Does Contact Center AI Work?

Contact Center 260

Contact Center Virtual Agent E Commerce E-support 260

InMoment XI

DECEMBER 13, 2021

In the latest 2021 Insights Association Top 50 Market Research and Data Analytics report, InMoment ranks in the top 20 established industry reports and market research or market experience (MX) brands, alongside other powerhouse brands such as JD Power, Gartner Research, and Forrester Research Services.

Marketing 493

Marketing Automotive Hospitality Social Media 493

Kustomer

JANUARY 19, 2023

In this episode of the Customer Service Secrets podcast , Gabe Larsen is joined by Steven Maskell , Vice President of Customer Experience at Zones , to discuss how to use customer experience data analytics to create a personalized, data-driven customer experience. Learn how Steven does so by listening to the podcast below.

Customer Journey 98

Customer Journey Customer Experience Customer Service Advertising 98

InMoment XI

DECEMBER 1, 2022

Our CEO John Lewis said it best: “InMoment’s unique combination of world-class technology and expert service enables clients to integrate growing and disparate customer signals and separate predictive understanding from the noise.”. The truth is that monitoring services and D.I.Y. Forrester Text Analytics Wave.

Return on Investment 493

Return on Investment Automotive ROI Reference 493

Advantage Communications

JUNE 16, 2022

Unlike customer service, which is related to a specific touchpoint, the overall customer experience is derived from every interaction your customer has ever had with your company. Customer experience is your customers’ overall perceptions and feelings about your business and brand based on interactions they have had with you.

Customer Service 59

Customer Service Customer Experience Touchpoint Customers 59

BlueOcean

NOVEMBER 13, 2023

The quickest way to get re-inspired is by getting a finger on the pulse of current news and customer service trends in the industry. With these questions in mind, we present a quick round-up of some trending outsourcing and customer service-related articles, podcasts, and webinars from across the industry. Wise words from CallMiner.

Customer Care 177

Customer Care 2024 Multi-Channel Contact Center 177

Advantage Communications

SEPTEMBER 2, 2021

Providing good customer service is an art. Customer service is about so much more than just taking customer calls and providing them with your best answer. Delighting your customers is about being proactive and exceeding their expectations.

Customer Service 90

Customer Service Customers 90

Natalie Petouhof

SEPTEMBER 1, 2015

If customers expect to be able to interact, engage, purchase and get service through any channel, companies need to step up to this challenge. But what about when customer wants to get help from an customer service agent? So if consumers are more connected, what does this mean for companies? And we all know it is easier said than done.

Average Handle Time 63

Average Handle Time Connections Metrics Customer Service 63

Advantage Communications

MARCH 17, 2021

Did you know that, according to Microsoft , 90 percent of Americans use customer service as a factor in deciding whether or not to do business with a company?

Customer Service 98

Customer Service Customers 98

TechSee

JUNE 10, 2021

It’s no secret that truck rolls are a necessary evil for the service industry. Absolutely, your customers aren’t happy to wait for service. But even though a large proportion of truck rolls are non-value-added activities and a tremendous waste of resources, these dispatches remain a fact of life for service organizations.

Innovation 207

Innovation 2025 Transportation Consumers 207

Advantage Communications

NOVEMBER 9, 2022

Customer service automation is resolving customer queries with minimal to no human involvement. This is achieved through tools like chatbots, email automation, knowledge databases, interactive voice response systems and self-service resources.

Customer Service 52

Customer Service Customers Interaction 52

NetBase

MAY 10, 2019

Though financial service brands may not naturally have the same social appeal as other brands in other industries – like retail – you can still win on social media. AI analytics can help you: Find Your Humanity. This is one of several strategies financial services brands can use to stand out. Retirement options.

Financial 43

Financial Social Media Consumers Banking 43

Lumoa

APRIL 28, 2024

Medallia is known for its robust analytics and reporting capabilities, providing in-depth insights into customer feedback and trends. Medallia charges for both “units” and “users”: Units are defined as named individuals in surveys but they do not have log-in privileges such as customer service agents or business consultants.

Feedback 83

Feedback Multi-Channel Consulting Social Media 83

BlueOcean

DECEMBER 18, 2023

But if that standard of sampling was the horse and buggy of our past, conversational analytics platforms are the Ferrari of QA today. The contact center world has been talking about AI and machine learning, especially in the area of speech analytics, for a long time. Conversation analytics platforms make that possible.

Contact Center 177

Contact Center Average Handle Time Customer Care Technology 177

Lumoa

JANUARY 24, 2024

That’s where text analytics in customer feedback proves to be one of the most valuable tools for any business. When to use text analytics This situation is where automated text analytics in customer feedback is brought in: it can help in sorting out the key topics talked about and reveal the general sentiment per topic.

Feedback 83

Feedback Net Promoter Score 2024 Metrics 83

Comm100

APRIL 10, 2024

AI is reshaping countless industries and services, and customer service is one such area that is changing for the better. We will also consider how AI algorithms are used to process customer data patterns to predict their service requirements – dealing with issues before they even arise.

Customer Service 84

Customer Service Customers Social Media Customer Satisfaction 84

Natalie Petouhof

JULY 16, 2015

Tweet How many of you have waited for the “cable guy” or “phone person” or experienced customer service that just wasn’t close to being the experience you wish the brands you do business with would provide? Field service management is often what distinguishes say, one cable company from another.

Customer Service 63

Customer Service ROI 2014 Brands 63

Thematic

APRIL 17, 2024

Customer Experience Analytics (CXA) is your key to unlocking the true reasons behind their choices and experiences. What is Customer Experience Analytics? Customer Experience Analytics (CXA) is the process of collecting, analyzing, and understanding customer data. Why is Customer Experience Analytics important?

Customer Experience 62

Customer Experience Feedback Social Media Loyalty 62

Thematic

APRIL 17, 2024

Customer Experience Analytics (CXA) is your key to unlocking the true reasons behind their choices and experiences. What is Customer Experience Analytics? Customer Experience Analytics (CXA) is the process of collecting, analyzing, and understanding customer data. Why is Customer Experience Analytics important?

Customer Experience 62

Customer Experience Feedback Social Media Loyalty 62

Thematic

APRIL 17, 2024

Customer Experience Analytics (CXA) is your key to unlocking the true reasons behind their choices and experiences. What is Customer Experience Analytics? Customer Experience Analytics (CXA) is the process of collecting, analyzing, and understanding customer data. Why is Customer Experience Analytics important?

Customer Experience 62

Customer Experience Feedback Social Media Loyalty 62

TechSee

MAY 19, 2021

In the last few years, the customer service domain has experienced an awakening with the rising awareness of the benefits of delivering a good customer experience. Companies have invested in their customer service function to differentiate and personalize their brand and improve overall operational efficiency.

2021 159

2021 Technology Customer Service Competitive Advantage 159

Team Support

APRIL 17, 2024

It's not just about solving customer issues but creating a seamless, responsive, and personalized service experience that can significantly impact your brand's reputation and your bottom line. Advanced Customer Analytics Understanding customer behavior, preferences, and patterns is critical for continuous improvement.

Customer Satisfaction 52

Customer Satisfaction Loyalty Customers Communication 52

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Customer Satisfaction 89

Customer Satisfaction Feedback Interaction Insights 89

ShepHyken

DECEMBER 25, 2023

Customer experience analytics can tell us what didn’t work, what didn’t resonate, and what we should change to really hit home with our customers.” ” “Customer experience analytics are too important to be the job of just analysts. ” About: Akin Arikan has 20 years of experience in analytics.

Feedback 88

Feedback Customers Books Interaction 88

Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. NLP has made feedback analytics way more accessible. Let’s explore how you can use analytics to revolutionize your customer experience.

Customer Experience 83

Customer Experience Management Net Promoter Score Insights 83