Callminer

NOVEMBER 9, 2020

Speech analytics software , for example, enables call centers to review past fraudulent calls, customize a fraudulent scorecard, and leverage real-time analytics to provide guidance to agents while on the call if a call is flagged as potential fraud.

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Contact Center Engineering Scorecard Retail 345

Gainsight

MARCH 7, 2024

The key to their success lies in accurately gauging customer health through meticulously designed scorecards. However, traditional methods of scorecard creation and optimization often fall short, leading to missed opportunities and unforeseen churns.

Scorecard 52

Scorecard Gaming AI Customer Satisfaction 52

Intercom

OCTOBER 4, 2023

But with AI transforming customer service as we know it, how should support leaders adapt their core metrics to get a true measure of success in this new era? Our own Customer Support team is already adjusting the metrics and benchmarks we use to measure success as our AI chatbot, Fin, resolves more and more of our customers’ queries.

AI 97

AI Customer Service Net Promoter Score Scorecard 97

RateMyService

APRIL 14, 2025

Emerging technologies like AI offer hope, but without the ability to connect efforts to business value, even the most promising tools wont savethem. Question: What is your primary north star metric for CX (actively reported and monitored on corporate scorecards)? The era of gut-feel customer experience (CX) is over.

CX 52

CX Scorecard Finance NPS 52

Gainsight

FEBRUARY 8, 2023

By Jake Ellis, Principal Product Evangelist, Gainsight From Alexa to ChatGPT, artificial intelligence (AI) has recently become a household name. This is becoming true in the world of customer success (CS), where Customer Success Managers (CSMs) are unlocking the power of AI to do more with less. But this requires the right technology.

AI 52

AI Artificial Intelligence Scorecard Engineering 52

Zendesk

MARCH 30, 2021

Level AI Agent Assist (Support) empowers your agents, team leads, and training teams with real-time conversation monitoring and assist and real-time knowledge intelligence, so your agents can focus on training for customer service success. Level AI QA Assist (Support) streamlines your QA program with AI-augmented custom scorecards.

Invoicing 98

Invoicing Scorecard Engineering AI 98

Gainsight

JUNE 13, 2023

But many organizations stumble when designing their first scorecard, failing to grasp the nuances and potential pitfalls involved. The discussion covered the essential features of a good scorecard, how to implement accurate measures across customer segments, and the role of CS Operations in supporting this critical company tool.

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Scorecard AI Customer Relationship 59

Intercom

SEPTEMBER 5, 2023

AI may be transforming customer support, but a successful approach takes more than just a flick of a switch. In our latest webinar, we’ve covered how you can scale an AI-first support strategy while maintaining quality and consistency. Take our new AI chatbot, Fin.

AI 52

AI ML Sentiment Analysis Scorecard 52

Lumoa

FEBRUARY 6, 2018

Also, new tech solutions such as AI and machine learning have been getting a lot of attention. AI and machine learning make customer listening and Voice of Customer analysis—at scale—suddenly possible in a way it wasn’t before. Is the ecosystem of customer engagement tools and technologies integrated and seamless, or are they siloed?

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CX Customer Experience Education Machine Learning 121

Gainsight

AUGUST 18, 2022

New features enable digital-led customer collaboration, AI-optimized customer success management, and customer-centric product innovation. . AI optimizes customer relationships. Gainsight also revealed exciting new features powered by Horizon AI. But, it’s not just a place to think about the big ideas. Highlights include: .

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Scorecard AI Education Innovation 52

DMG Consulting

MARCH 2, 2021

This is driving major upgrades and enhancements in existing operating systems, the expansion of digital channel support, a self-service replacement cycle as well as investments in new artificial intelligence (AI) and automation-enabled applications.

Contact Center 93

Contact Center Artificial Intelligence Scorecard AI 93

Customer Service Life

SEPTEMBER 7, 2018

A quality score is a standard metric on most agent scorecards and therefore they’re held accountable to it. Now if you’re looking to augment your quality assurance efforts with AI and/or an analytics solution , that’s a different conversation. This can potentially allow your quality team to review more interactions (up to 100%).

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Customer Satisfaction Contact Center Scorecard Customer Feedback 99

Gainsight

MAY 18, 2023

The team made some showstopping announcements, from an amped-up AI engine under the hood of the Gainsight platform to personalized, effective ways to engage customers and drive value throughout the digital customer journey. “The As a technologist, I’m excited about AI and this moment in history.

AI 52

AI Artificial Intelligence Scorecard Technology 52

Totango

DECEMBER 16, 2020

Incorporate AI for Smarter Success Solutions. AI works by spotting trends in large amounts of data which would be invisible to the naked eye when viewed manually. Utilizing AI helps eliminate overly complicated excel sheets and data being cobbled together from multiple sources. Optimize Customer Experience with Personalization.

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Artificial Intelligence Customer Journey Map Net Promoter Score AI 72

Callminer

FEBRUARY 21, 2018

Nenad is the co-founder & CEO of CroatiaTech , a future technology development company that focuses on software & website development, machine learning, AI, VR, AR and mechatronics. The latter includes agents’ self-analysis scorecards. Get a solution that is…”. The needs of today aren’t guaranteed to be needs of tomorrow.

Contact Center 210

Contact Center CRM Technology Technology 210

Gainsight

SEPTEMBER 7, 2023

Our Customers Gain a Single Source of Truth Creating a single source of truth for customer data on one AI-enbabled platform is a game-changer for Gainsight customers, like Chris W., Here’s what Sam H., an enterprise customer, has to say about working more efficiently with Gainsight CS. a Global Head of Customer Success.

Scorecard 52

Scorecard Engineering Gaming AI 52

Gainsight

JULY 6, 2021

Artificial intelligence (AI) can predict certain behaviors based on preset metrics that similar customers typically achieve. Thus, tech-touch powered by AI is a fantastic way to reach a large segment of customers without needing many CSMs or using fewer CSMs through a pooled model. All it takes is the click of a button.

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Artificial Intelligence Scorecard Technology Technology 73

Fonolo

JANUARY 31, 2018

Will the AI / chatbot hype start to live up to its promise? Our favorite chart: Reality and Promise of AI. About: There is a lot of confusion and muddled writing around AI and its adjacent topics. Will Avaya soar upwards, freshly unburdened from its decade of debt? Where to get it: [link].

Contact Center 141

Contact Center Machine Learning Finance Healthcare 141

Gainsight

AUGUST 29, 2023

To learn more, watch: How Gainsight Refined Their Customer Health Scorecards in the New Economic Climate. Gainsight is also giving CSMs superpowers with new products and features powered by generative AI , designed to arm CSMs the tools they need to efficiently and effectively scale Customer Success with limited resources.

Scorecard 52

Scorecard Construction AI Start-ups 52

Callminer

SEPTEMBER 5, 2017

The current trend of website optimization through A/B testing, guiding users with AI chat bots, and creating communities and knowledge bases for self-help, leave a call center manager wondering whether customers still need human assistance at all. Jack is a regular public speaker on customer service/experience, AI, and automation.

Mystery Shopping 140

Mystery Shopping Legal Contact Center Start-ups 140

Execs In The Know

JANUARY 8, 2023

The goal isn’t to just hit a number on a scorecard. An Easy, Efficient, and Agile Tech Stack Technology and artificial intelligence (AI) enabled innovation can play a huge role in outsourcing. Attended AI for agents frees up their capacity to work on empathy with the customer.

Artificial Intelligence 87

Artificial Intelligence Technology Technology Engineering 87

Gainsight

JUNE 1, 2022

Artificial intelligence (AI) seems to be everywhere these days. From Siri and Alexa to TikTok’s For You page, AI is having a huge impact on how people interact with technology. And most of that impact is being driven by machine learning, the most important and popular subfield within AI. See How Gainsight Is Evolving.

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Machine Learning NPS Artificial Intelligence Scorecard 52

Gainsight

NOVEMBER 16, 2023

With the rise of real-time customer service solutions such as chatbots and AI, the O 2 Community had to ensure relevancy for their visitors. These leaders and teams have mastered using 360 degree views, scorecards, and advanced reporting to shift their teams from reactive to proactive. This year’s Pulse Europe Visionary is Learnship.

Scorecard 52

Scorecard Innovation Contact Center NPS 52

Zendesk

APRIL 28, 2023

Your AI Agent Your AI Agent (Support) from Infinite Hooray is designed to take customer service efficiency and service experience to the next level. Here are the newest integrations from Zendesk to help your team provide top-quality experiences.

Innovation 52

Innovation Invoicing Scorecard Contact Center 52

Hodusoft

DECEMBER 16, 2022

AI plays a vital role in uplifting customer experience Implementing AI in call center technologies has unlocked new opportunities for efficient business communication operations. Predictive and analytical AI implementation helps to generate immediate responses based on collected data over time.

Technology 52

Technology Technology Omnichannel Social Media 52

Execs In The Know

FEBRUARY 16, 2023

This guide shares some of the top considerations for making simulation training a part of your agent training program and the benefits of deploying Zenarate AI Coach. By leveraging Zenarate AI Coach, Western Union developed confident, prepared new hire agents before engaging with their first live customer. days to 2 hours.

AI 52

AI Scorecard Contact Center Compliance 52

Zendesk

DECEMBER 30, 2020

Exacctly (Support) is a cloud-based, AI-backed solution that will boost your support team’s performance and increase your customers’ satisfaction. Analyze metrics and filter feedback in real-time — by agent, region, or any business driver — right in your Wootric dashboard.

Artificial Intelligence 65

Artificial Intelligence Scorecard Contact Center Gaming 65

Gainsight

OCTOBER 22, 2018

A while ago, our Customer Success team launched revised Scorecards for Adoption. Lots of people talk about AI and automation—claiming that jobs are being replaced by software. Software is eating the world, robots are more capable than ever, and AI can replicate at least some human capabilities. The “CSM of the Gaps” Theory.

Scorecard 51

Scorecard AI Start-ups CX 51

Lumoa

OCTOBER 31, 2018

Some hints: big data, omnichannel, personalisation, AI and organizational culture. data security, gig economy, AI, machine learning).” It will also be thrilling to see how UX, customer centricity and empathy will be connected to the field of AI. 2018 will be the year of CX and AI.? And why not?

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CX Customer Experience Machine Learning Artificial Intelligence 60

CSM Practice

FEBRUARY 20, 2020

It also includes risk-reason tracking, renewal forecasts, survey analysis, and many automations built around the scorecard. Advanced Analytics capabilities such as predictive analysis and AI are more common by 20 percentage points in companies that have low touch capabilities. Actionable Insights. An Advanced Analytics Case Study.

Artificial Intelligence 52

Artificial Intelligence Actionable Insights Scorecard Predictive Analytics 52

ProProfs

JANUARY 26, 2023

Remote Proctoring: Prevent cheating and unauthorized access with candidate ID verification, AI-based automated proctoring, and human-based live proctoring. Pros & Cons: + Simple to use + A good set of features + AI-based proctoring – The interface can be buggy Pricing: Starts at $36.81/month

Education 52

Education Start-ups AI Close the Loop 52

Gainsight

MAY 18, 2023

By integrating near real-time data and using AI to analyze transactions, businesses can see what they’re spending, improve compliance and avoid possible blind spots in the budget. They have mastered using 360 views, scorecards, and advanced reporting. to over 4.5

Invoicing 52

Invoicing Scorecard Innovation Machine Learning 52

Gainsight

FEBRUARY 16, 2021

It helps automate responses with AI-priority scoring. Devising health scores with PX Scorecards are one tool that helps. In Gainsight CS we solve this issue with Playbooks. Playbooks are prescriptive motions and calls to action to know what to do when a customer is at risk. PX and CS create the same opportunities.

Gaming 52

Gaming Scorecard Start-ups Education 52

1 to 1

JULY 25, 2024

A comprehensive approach that integrates multiple feedback sources, including Voice of the Customer (VOC) metrics, data analytics, and AI, is essential for a complete understanding. Companies like Rakuten and L’Oréal leverage AI-driven analytics to monitor sentiment across digital platforms, enabling proactive responses.

Sentiment Analysis 20

Sentiment Analysis Customer Feedback Net Promoter Score NPS 20

Intercom

MAY 19, 2022

It’s based on each support team’s individual scorecards. One manifestation is the use of AI/ML technology within the whole support experience. I think the opportunity to apply AI/ML within the support space is almost boundless. I want to start by defining it as not everybody listening in might be familiar with it.

Customer Service 52

Customer Service Start-ups ML Engineering 52

Zendesk

MARCH 19, 2021

If you want to improve your company’s response time to support that data, you might incorporate AI technology, like our AI-powered Answer Bot , to send prompt responses. With the help of AI, teams can even predict customer satisfaction during a conversation—before a customer takes a survey. Internal business.

Customer Satisfaction 98

Customer Satisfaction Net Promoter Score Scorecard Social Media 98

Gainsight

AUGUST 20, 2024

AI for customer success (CS), as well as AI for customer service, customer education, and customer relationship management (CRM)—and virtually every area of business—is evolving at a remarkable pace. That’s why we put together the Essential Guide for How to Leverage AI as a CS Leader.

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AI Scorecard Text Analytics Predictive Analytics 52