Tag: CSAT

December 7, 2023

There’s a lot of interest and excitement around generative AI in the contact center. It appears that generative AI is poised to remake the contact center in 2024. There’s a lot of things that will change regarding customer service, including […]

October 26, 2023

Today at WebexOne, Cisco detailed the Webex AI Assistant capabilities to be included within Webex Contact Center and Webex Suite for paying customers. It also two new tiers called Customer Experience (CX) Basic and CX Essentials. Prior to this announcement, […]

August 7, 2023

Artificial intelligence is fast becoming must-have technology for any successful customer engagement strategy. As our research shows, the documented improvements derived from the different types of AI (as shown in the following graph) are dramatically transforming how efficiently companies serve […]

June 13, 2023

Net Promoter Score (NPS) is a customer loyalty metric introduced in 2003 by Fred Reichheld, a partner at Bain & Company. The goal was a simple and effective way to measure customer loyalty. The score can reveal much more than […]

March 6, 2023

I attended the Genesys G-Summit in Chicago at the end of January. This is the first in-person conference I’ve attended since the onset of the COVID pandemic and wanted to share my observations and experiences with others who may have […]

January 3, 2023

Business leaders are wise to the importance of customer satisfaction, and it shows in their 2023 spending plans. More companies plan to increase their spending on customer engagement technologies than any other technology segment measured in Metrigy’s 2023 Technology Spending […]

November 9, 2022

Sheila McGee-Smith, president and principal analyst, McGee-Smith Analytics and No Jitter contributor, recently spoke with Abby Monaco, senior product marketing manager, NICE CXone, during a NICE Talk titled “How to Surprise Your Customers: Analytics in the World of Digital Engagement” […]

July 11, 2022

Information—it’s great when you have it, but a headache when it’s unsearchable within your organization. It can be particularly frustrating when this data is unsearchable because your phone system is separate from other communications. Now, notes from a call on […]

June 14, 2022

On June 7, Dialpad launched Ai CSAT, a real-time, predictive engine for customer satisfaction (CSAT), as part of its broader Customer Intelligence offering. Made generally available earlier this year, Dialpad announced the solution on June 7, 2022. With artificial intelligence […]

March 22, 2022

Every year, the Enterprise Connect Innovation Showcase introduces attendees to new companies that offer cutting-edge solutions in a specific technology area. For this showcase, the first in-person one since 2019, this year’s technological theme was customer engagement — and it […]

June 15, 2021

The future of work as a business theme has been around for several years but came to prominence during the pandemic. As early as September 2020, Nicole Herskowitz, general manager for Microsoft Teams, authored the No Jitter post, “Reimagining Future […]

April 13, 2021

Now more than ever, travel and hospitality companies want a reliable, agile, and flexible contact center solution that provides exceptional customer service and reduces costs. Built on the same technology that powers customer service for Amazon.com, Amazon Connect is the […]