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Speech Analytics 101: Understanding The Basics

CCNG

However, due to the high call volume, manual analysis of these calls becomes impractical, which prevents revealing such insights. Speech analytics emerges as an effective solution to automate this analysis process. What is Speech Analytics? How does Speech Analytics work?

Analytics 195
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Replacing Customer Service Surveys with Sentiment Analysis

Balto

“Do you enjoy filling out customer service surveys?” ” That’s the question I posed to a group of customer service professionals. ” Then why do we pester our customers with surveys? In one test of 29,000 calls , a traditional sentiment analysis found that 88.3%

Surveys 52
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What Is Conversational Analytics and how does it help your Call Center?

NobelBiz

One of the most transformative technologies in recent years is conversational analytics. But what exactly is conversational analytics, and why is it becoming an indispensable tool in call centers? What Is Conversational Analytics? Conversational analytics stands as a crucial technology in customer service.

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Text Analytics in Customer Feedback: The CXO’s Secret Weapon

Lumoa

That’s where text analytics in customer feedback proves to be one of the most valuable tools for any business. If you want to satisfy—or dare I say, delight—your customers, you need to understand their wants and needs. Careful and well-implemented text analytics can easily reveal dozens of improvement ideas.

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6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

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Call Center Optimization: Big Data Analytics

Global Response

Call centers are increasingly turning to big data analytics as a pivotal tool for optimization. This transformative approach streamlines operations and significantly enhances the quality of customer interactions. Understanding big data analytics in call centers First off, what is big data analytics? Let’s take a look.

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What is Voice of the Customer? [+ how to get data analysis]?

Lumoa

A customer mentions during a service call that they’ve had trouble finding the new permissions settings in their account dashboard. While canceling their account, a customer indicates that “customer service” was the main reason they are leaving. Customize your brand to better align with your customers’ needs.

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Executive Report: The Customer Data Too Often Overlooked by the C-Suite

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.