Agent analytics: The key to better customer service
Tethr
MAY 15, 2024
Elevate your agent analytics with conversation intelligence! Learn how to measure, coach, and improve agent performance for exceptional CX.
3 Tactics to Level Up Your Call Center Coaching With Speech Analytics
SharpenCX
MARCH 25, 2021
But how can you effectively coach and improve the performance of a dispersed workforce? Turns out, customer service analytics, including speech analytics, is one of the five technology trends in Gartner’s custom e r experience hype cycle this year. . What can speech analytics do for my call center?
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What Is Conversational Analytics and how does it help your Call Center?
NobelBiz
MAY 14, 2024
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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Analytics Bridges the Visibility Gap Amid Shifting Work Models
LiveVox
OCTOBER 30, 2023
With agents working from home, full or part time, it can be difficult to monitor their interactions with customers, track their productivity, provide timely feedback and coaching, and do so in real time.
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Executive Report: The Customer Data Too Often Overlooked by the C-Suite
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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.
How Customer Analytics Can “Up” Your CX Game
The Northridge Group
AUGUST 10, 2021
You’ve adopted clearly defined and focused metrics, you have a vision that aligns the needs of customers with the aspirations of your business, you’ve implemented a clear coaching plan, and you have an open feedback loop for employees to provide comments on customer pain points. Leverage Contact Center Analytics.
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How Centricity Used Customer and Agent Analytics to Fuel Better Service
SharpenCX
OCTOBER 27, 2021
Contact center leaders turned to customer and agent analytics to catapult performance to new heights. They couldn’t have in-person coaching conversations. Centricity turned to their customer and agent analytics to see what was really happening in their contact center and to keep employees on track. What’s more?
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7 Speech Analytics Mistakes That Can Cost You Big
CX Global Media
NOVEMBER 6, 2019
Finding the right Speech Analytics Solution starts with knowing the right questions to ask. It’s also important to know that avoiding Speech Analytics mistakes requires you to know the questions not worth asking. Speech Analytics Mistake #1 : Being driven by misconceptions. Roger Lee : Yeah thanks Jim great question.
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Best Software for Speech Analytics
JustCall
JANUARY 5, 2023
Speech analytics software analyses live or recorded calls and interpret emotional indicators. Speech analytics software uses artificial intelligence to analyze spoken language similar to voice recognition software. What is Speech analytics? Significance of Speech Analytics. Some Best Speech Analytics Software.
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Set Your Speech Analytics Program Straight
CX Global Media
SEPTEMBER 22, 2017
But, there is a way to right the ship and course correct your speech analytics program. They will discuss the initial launch, how to overcome internal challenges and ongoing utilization of speech analytics to drive sustainable success in the modern contact center. How to sustain momentum to achieve your evolving speech analytics goals.
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Coaching sales interactions takes more than experience – it takes the right technology
Callminer
SEPTEMBER 6, 2021
Rick Britt, CallMiner's VP of AI, shares why it’s time to change the game and start moving the needle using technology like sales conversation analytics. Sales leaders need to evolve with technology.
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Small Call Centers Go Big with Speech Analytics
CX Global Media
JULY 13, 2017
Small Call Centers Go Big with Speech Analytics. Well ‘small’ is not a barrier for speech analytics in contact centers anymore. Scott Kendrick, VP Marketing at CallMiner, shared news at Call Center Week of a new product launch that helps small call centers to finally go big with speech analytics. But we’re small.” Less Effort.
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Success Story: Using Data Analytics to Improve First Contact Resolution in Healthcare Contact Centers
The Northridge Group
MARCH 28, 2022
In our previous post , we discussed the importance of adopting a data-driven analytical approach to move the needle on patient/member experience, enabling higher CMS Stars Ratings and increased bonus payments for Medicare Advantage plan providers. A Success Story.
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The Complete Sales Coaching Guide: Tips and Techniques from Sales Leaders
JustCall
JULY 29, 2021
It involves a continuous practice of coaching sales teams. In fact, sales coaching plays a role in raising a high-performing team of sales reps. But statistics show that with sales coaching, sales teams are able to attain 91% attainment of sales quota. So, are you tapping into coaching for your sales reps?
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Trusted Voice Analytics Software of 2022
JustCall
NOVEMBER 25, 2022
For meeting the goal of quality control, speech analytics software examines live or recorded calls and decodes emotional signs. Similar to voice recognition software, speech analytics software analyzes spoken language through artificial intelligence. Give call center agents instructions using call center voice analytics software.
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Sales Coaching: How To Accelerate Your Sales Team’s Success?
JustCall
MARCH 22, 2022
It involves continuous efforts to coach and better sales teams. Sales coaching plays a key role in raising a high-performing team of sales representatives. But statistics show that with excellent sales coaching, sales teams can attain 91% attainment of sales quota. So, are you tapping into coaching for your sales reps?
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Call Center Analytics: What They are and How to Use Them Effectively | AmplifAI
Amplifai Coaching Category
MAY 22, 2024
Overwhelmed by call center analytics? Discover practical solutions to common challenges. Learn how to effectively analyze data, leverage AI, and implement targeted strategies to improve agent performance, customer satisfaction, and operational efficiency.
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4 Practical Coaching Methods to Improve Your Call Center QA
SharpenCX
JUNE 2, 2021
In fact, 37% of companies lack time to collect and analyze their QA data, 31% struggle to have the time and resources to coach and train people to read the data, and 25% lack the necessary technology to do so. Let’s consider four topics that will directly impact your call center QA and improve your training and coaching.
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Whisper Coaching: How Will AI Make Your Whispering More Effective?
Vonage
FEBRUARY 5, 2019
Whisper coaching” enables managers to listen in on agents’ calls, and when it’s appropriate, they can share advice with the agents, coaching them in real time. But there’s one major limitation to whisper coaching: you need people to do the whispering. It can also provide data that forms the basis for ongoing training for agents.
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AI Coach in Call Centers: All You Need to Know to Excel in 2023
JustCall
MARCH 9, 2023
Deploying the services of an artificial intelligence coach is a thing now. Organizations are using an AI call coach for sales reps looking to improve their job skills and enhance their training. In fact, middle-ranked agents are incrementally benefiting from an AI coach to improve their performance.
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The role of quality inside the home-based coaching and agent relationship
Tethr
JULY 22, 2020
Exceptional call center leaders use a coaching philosophy to manage their teams. When coaching a remote team, leaders must learn to help their agents maximize their performance by giving them the skills they need to become stronger learners. Better your coaching by sticking to best practices. Make next steps clear.
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Compelling Conversations: Debt Recovery Collection Centers Find Value in Speech Analytics
Noble Systems
AUGUST 12, 2020
In recent years, many companies have turned to speech analytics to help maximize recovery and regulatory compliance. Prior to speech analytics, call center managers would randomly select a number of calls to monitor quality. Speech analytics monitors and analyzes every interaction that debt collection agents have with consumers.
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The Future of Data Analytics: Leveraging Neuroscience for CX
24-7 InTouch
FEBRUARY 24, 2023
We will surely see this as metaverse innovations continue to emerge with developing AR/VR technology, but breakthroughs in data analytics like neuro-insights present another opportunity for companies to better understand human behavior, ultimately leading to enhanced, immersive customer experience (CX). What Does This Mean for Companies?
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The caveats of real-time speech analytics
Tethr
MARCH 25, 2020
When you research speech analytics features, chances are you’ll run into the phrase “real-time analytics.” As an AI-based speech analytics solution, these analytics are capable of analyzing conversations in real-time. With real-time speech analytics, the purpose is to drive customer conversations toward better outcomes.
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Enjoy a Slice of Customer Data Analytics Pi (e)
CSM Magazine
MARCH 16, 2023
You may be asking what Pi has to do with customer data analytics in contact centres? However, in my mind speech analytics engines are accurate enough to give confidence in the results. Dive into the Unknown Here are 6 ways to implement customer analytics tools to help contact centres to dive into the unknown: 1.
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Call Monitoring and Analytics: How to Turn Agents into Seasoned Experts
JustCall
FEBRUARY 3, 2021
Call Monitoring and Analytics: How to Turn Agents into Seasoned Experts. Managers and supervisors can easily help provide verbal coaching to the agents without affecting or intervening the conversation. Coaching agents through real scenarios and use cases is the best way to train them. Call Analytics Dashboard.
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The Burgeoning World of CX Analytics
Serenova
DECEMBER 4, 2019
Analytics are becoming vital to bring about improvements to the agent experience—ultimately reducing turnover rates and improving the service agents deliver. Performance analytics: Data and analysis that evaluates how agents are performing, using various Key Performance Indicators.
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Remote Call Center Quality Assurance and Coaching
Voxjar
APRIL 9, 2020
This guide will show you how to make the transition to remote call coaching and quality assurance. How to overcome the biggest challenges of remote call coaching and QA. What tools are the most effective for remote call quality assurance and coaching. 3: Delivering QA and Coaching Feedback from Home. You’ll learn.
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Speech Analytics: Using Your Customer Intelligence to Create a Better CX
Noble Systems
JUNE 30, 2020
According to market research firms, the call center analytics field, especially for speech analytics, is one of the fastest-growing segments in the call center management technology market. Let’s look at what Speech Analytics is, and how the business insights it produces impact the contact center and the customer experience.
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Award Winners Show How Calabrio Analytics Powers Up Annual Savings and Revenue Growth
CSM Magazine
SEPTEMBER 30, 2022
Recognised leaders demonstrate how Calabrio Analytics delivers millions to revenues and the bottom line each year. The event celebrated companies charting the future of agent and customer engagement using Calabrio ONE through the annual Calabrio Analytics Competition and the ONE Awards. 26-29), after two years of virtual sessions.
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The best contact center reporting and analytics tools on the market [Guide]
Tethr
NOVEMBER 15, 2021
Contact center reporting and analytics are essential for customer service and customer experience (CX) leaders to understand contact center performance accurately. Depending on the report, data surfaced can be used to understand agent performance, improve coaching, refine products and services, and so much more.
Speech Analytics - Challenges and Opportunities for Collection Agencies
Provana
FEBRUARY 9, 2022
To boost productivity without neglecting compliance, call center-based companies must look to advanced speech analytics (SA) platforms to provide a positive consumer experience while bolstering revenue.
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How to Report and Analyze Like a Pro: 10 Best Practices for Reporting and Analytics in a Contact Center
NobelBiz
FEBRUARY 21, 2023
Importance of Reporting and Analytics in a Contact Center Reporting and analytics are one of the crucial components that help gain an accurate and sincere state of a contact center’s development. On the other hand, analytics refers to the use of advanced tools and techniques to analyze the collected data.
Calabrio Releases New Performance Coaching to Facilitate Agent Success and Customer Service Excellence
CSM Magazine
FEBRUARY 1, 2022
Calabrio, the customer experience intelligence company, today announced its new coaching solution for agent performance management, Calabrio Performance Coaching. Identifying individual or team skill gaps allows leaders to better offer coaching and support to agents that need it.
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How Chat Analytics Differs from Voice Analytics
Customer Service Life
JANUARY 28, 2019
Thanks to advances in artificial intelligence, specifically natural language processing, and machine learning, the tide is beginning to turn as voice and chat analytics platforms are becoming more accessible, affordable, and insightful. A chat analytics platform and a voice analytics platform are like a screwdriver and a hammer.
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How to Coach Your Call Center Agents Into Excellent Customer Experiences In Every Interaction
SharpenCX
MAY 11, 2021
Every profession needs good coaching. Without great coaching, you don’t have a team. As a manager, it’s up to you to coach your individual agents into a team that helps customers. Each of your agents needs 1:1 coaching and each needs different care. You can’t use the same coaching techniques universally with your team.
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The 4 Steps to Replacing a Stale Coaching Program
Contact Center Pipeline
JUNE 20, 2017
As I travel and speak with contact center leaders around the world, a very vocal set of customers tell me that their call recording and coaching programs have gone stale. Trapped under heavy versions of software applications from the likes of NICE and Verint, these contact center leaders feel stifled by their task to engage […].
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Speech Analytics: A Game-Changer for Immediate & Relevant Agent Coaching Opportunities
Callminer
JUNE 30, 2015
How are CallMiner customers using speech technology to offer ongoing training and support to agents? Find out in our latest blog post.
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Use These 3 Speech Analytics Features to Improve Your Quality Assurance Program
Provana
AUGUST 4, 2022
This explains why most collection agencies use speech analytics platforms to test, flag, and evaluate their calls. “Call quality” is increasingly becoming an essential criterion to measure the repeatable, sustainable, and compliant performance of any collection business.
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Seek and Share Truth to Boost Employee and Customer Experience
CCNG
APRIL 20, 2022
Numerous disparate systems generate perpetual flows of valuable data — the analytic raw material that can yield truth and intelligence about your people, performance, processes, culture and more. Once in place, establish a data management and analytics assessment program to identify data challenges and coordinate and prioritize projects.
How to choose a conversation analytics tool: Watch out for these three pitfalls
Tethr
SEPTEMBER 17, 2021
And often, that first step looks like buying a conversation analytics tool or platform to help measure effort through unstructured data. Today, we’re going to spend some time talking about common mistakes we see people make when looking to invest in a conversation analytics solution. You can’t cut corners. So, what’s the problem?
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Best sales analytics tools to grow your business
JustCall
DECEMBER 7, 2022
Well, there are sales metrics and sales analytics software to take you closer to goals. Read on to know how to track and improve your sales performance by using the right metrics and analytical tools. What is Sales Analytics? Sales analytics is the process of generating actionable insights from the sales data.
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52 Newest MindTouch Analytics Provide Better Performance Metrics for Knowledge Management Teams
Mindtouch
JULY 29, 2019
Over the last year, enhancements to MindTouch analytics functions emerged as a top request from our customers. To provide better data analytics within the product, we are adding three new Contribution reports to the MindTouch platform: Site Contributions. Read on for a preview of the upcoming analytics capabilities.
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How to Add Speech Analytics Into Your Workforce Management System Workflows
LiveVox
FEBRUARY 23, 2022
The task proves tricky, especially since they need to coach the team to success. . The post How to Add Speech Analytics Into Your Workforce Management System Workflows appeared first on Livevox. Dozens of different answers flood in; your contact center team leader begins to feel slightly overwhelmed.
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