eglobalis

JULY 2, 2024

Implementing Effective Customer Feedback Strategies To effectively utilize these metrics, companies must define clear metrics, measures, data sources, scorecards, and KPIs aligned with strategic goals.

NPS 461

NPS Customer Feedback Net Promoter Score B2C 461

Gainsight

JUNE 1, 2022

And most of that impact is being driven by machine learning, the most important and popular subfield within AI. Customer Success and Machine Learning: A Perfect Match. AI is an umbrella term for the ability of computers to learn and act like humans (thus the intelligence).

Machine Learning 52

Machine Learning NPS Artificial Intelligence 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. And why not?

CX 121

CX Customer Experience Education Machine Learning 121

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…”. Include qualitative and quantitative data.

Contact Center 210

Contact Center CRM Technology Technology 210

Fonolo

JANUARY 31, 2018

This brief report uses an interesting structure of comparing “The Reality” vs. “The Promise” for the topics of machine learning, chatbots, natural language processing, IoT and virtual reality. Key findings: “…The reason [machine learning.

Contact Center 141

Contact Center Machine Learning Finance Healthcare 141

Intercom

OCTOBER 4, 2023

Prior to the release of AI-powered bots, automated resolution rate would consist of queries that were resolved by simple bots, or more advanced models built on machine learning, such as Custom Answers for Fin (formerly Resolution Bot). This scoring system can be reflected in a “QA scorecard,” and is unique to each support team.

AI 97

AI Customer Service Net Promoter Score Scorecard 97

Zendesk

DECEMBER 30, 2020

Set the business metrics that matter most to you in your balanced scorecard and the ArenaCX software will instantly route incoming tickets to the team or agent who best handles that type of ticket. Hubware Insights & Automation (Support) supercharges your Zendesk with automation and machine learning.

Artificial Intelligence 65

Artificial Intelligence Scorecard Contact Center Gaming 65