Customer Insights & Analytics
420 results
of 39
Posted: 06/21/2017
With modern, multichannel analytics technology, contact centers can uncover the trove of customer insights buried in millions of calls, emails, texts, Tweets and chats—and share them across the enterprise. However, many organizations don’t have the staff to devote to get the most value out of an investment in analytics tools. Full Content »
Contributor: CCW Digital
Posted: 06/09/2017
CCWDigital1
Choice Hotels' Hui Wu-Curtis, a finalist for CX leader of the year, talks about rethinking contact center quality, acting based on the voice of the customer and fostering a customer-centric environment. Full Content »
Contributor: Nate Brown
Posted: 05/18/2017
Nate Brown
DiSC can elevate interactions with customers and employees. Full Content »
Posted: 05/12/2017
Michelle Brigman
Michelle Brigman, director of customer listening and engagement, reveals how customer listening has helped Citi elevate its experience. Full Content »
Contributor: Blake Morgan
Posted: 04/24/2017
Blake Morgan
Customers are not responsible for fixing your broken customer experience. Full Content »
Contributor: Jason Karaman
Posted: 03/20/2017
jason
People do not want to be sold to, but they do want to buy. As a salesperson or a phone representative, sincerely HELPING them make the best decision will yield more sales, a lower cancellation rate, and a higher caliber customer experience. Full Content »
Contributor: Jason Karaman
Posted: 02/13/2017
jason
There are words that might seem benign and OK to say that are actually extremely detrimental. These words put the audience in the incorrect state of mind and will have them focusing on the negative. Full Content »
Contributor: CCW Digital
Posted: 03/17/2016
Revealed: 5 Most Important Elements Of A Customer Interaction
This article reveals the most common reasons businesses engage customers -- and the 5 factors that most notably contribute to the success of those interactions. Full Content »
Posted: 02/11/2016


Every touch point with a customer -- visiting your web site, ordering products, engaging with customer service -- is a branding experience.  To maintain the value of your brand, companies need to invest in dynamic customer engagement that is friendly, intuitive and on the customer’s terms.  But what if your in-house systems and Full Content »
Posted: 02/11/2016

Call centers are increasingly expected to deliver on the company brand experience and positively affect revenue. The strategic importance of call centers has created a demand for more meaningful metrics and advanced analytics capable of linking performance to behavioral and financial outcomes.

In this webinar we will help call center executive Full Content »
Posted: 02/11/2016

In the hyper-competitive marketplace of today, contact center leaders are striving to drive competitive advantage and bottom line results from their customer care operations.  In the effort to deliver higher value service to many clients and stakeholders we are seeing innovative applications of contact center methodologies
beyond the tradit Full Content »
420 results
of 39
Contributor: call center week
Posted: 02/03/2015
Dispelling 5 Myths on Outsourcing Customer Care

Reduce costs, differentiate your business.

It probably feels impossible to trust a group of faceless strangers with your customer interactions. You may be worrying...




I'll lose touch with our customer care process-and our customers

I'll lose control and quality

I can only outsource simple processes


But some of the world's b Full Whitepaper »