Last year I assessed how Nexidia had advanced its products to support customer interaction analytics. Since then the market has changed, and Nexidia continues to expand its products to meet a broader set of needs for analyzing and optimizing customer interactions. Companies are recognizing that they need complete information about their customers, including interactions, and need to change the metrics they use to monitor and assess customer-related activities. My research into next-generation customer analytics shows that the most common tools used to produce customer analytics is spreadsheets (52%) and only 26 percent of companies have implemented a dedicated standalone customer analytics tool to help them respond to these requirements; however, the results also show that more companies plan to adopt dedicated customer analytics products in the next 12 to 24 months. For good reason as spreadsheets are known for errors that impact business and use of general BI tools can lengthen the time to value and not support the specific data and analytic needs like that needed in customer interaction analytics.
Topics: Business Analytics, Call Center, Cloud Computing, Contact Center, Contact Center Analytics, Customer Analytics, Customer Performance Management (CPM), Nexidia, Speech Analytics, Text Analytics, Customer Experience, Analytics
I have spent the last two days at the U.K.’s largest contact center trade show, which this year moved to London Olympia from the NEC in Birmingham. While the overall number of visitors seemed to be down, some exhibitors told me there were more high-level attendees with serious intent to purchase.
Topics: and Verint, Business Mobility, Call Center, Cisco, Cloud Computing, Contact Center, Contact Center Analytics, CRM, cTalk Ltd, Customer Analytics, Customer Data Management, Customer Feedback Management, Customer Performance Management (CPM), Customer Service, Desktop Analytics, Enghouse interactive, Enkata, Genesys, Interactive Intelligence, NewVoicemedia, Nexidia, Noble Systems, Operational Performance Management (OPM), Predictive Analytics, SAP, ShoreTel, Social CRM, Social Media, Speech Analytics, Text Analytics, Unified Communications, Voice of the Customer, Workforce Management, Workforce Performance Management (WPM), Customer Experience, Analytics, digital technology, Call Copy
The Directors Club of the U.K. recently held its inaugural National Customer Show in London. The event was well attended and attracted sponsorship from some of the biggest vendors in the contact center industry; among them were platinum sponsors Interactive Intelligence and salesforce.com, and session sponsors Nexidia and SwordCiboodle. I noticed three common themes, covering very different aspects of managing the customer, and I’ll hit the highlights of each.
Topics: Business Analytics, Business Collaboration, Business Mobility, Call Center, Cloud Computing, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer Feedback Management, Customer Performance Management (CPM), Customer Service, Desktop Analytics, Information Management (IM), Interactive Intelligence, Nexidia, Operational Performance Management (OPM), Predictive Analytics, Sales Performance Management (SPM), Salesforce.com, Social CRM, Social Media, Speech Analytics, SwordCiboodle, Text Analytics, Voice of the Customer, Workforce Management, Customer Experience, Analytics, Business Intelligence
Contact centers face a number of challenges beyond simply answering customer calls. Among them are improving customer satisfaction, increasing the number of calls resolved at the first attempt and ensuring agents comply with regulations. But chief among these, my research into contact center analytics shows, is the mandate to reduce the average length of time it takes to complete calls.