Speech Analytics and AI Is a Winning Combination

DMG Consulting

Speech Analytics and AI Is a Winning Combination. Speech analytics is getting a new lease on life courtesy of artificial intelligence (AI), machine learning, and the digital transformation. Vendors in most IT sectors claim to provide AI-enabled solutions, and the speech analytics providers are no exception. As the pace of business has accelerated, the demand for real-time speech analytics has increased. The future of this process is analytics-enabled QM (AQM).

Time to Talk Seriously about Speech Analytics in the Contact Center


Get ready for the next big thing in contact center workforce optimization: Speech Analytics. Even though speech analytics was introduced to the contact center industry back in 2003, Aberdeen Group reports that only about 15% of contact centers currently use speech analytics.

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How to Get the Most out of Google Analytics and Live Chat Integration

Provide Support

Google Analytics and Live Chat Integration – Plan, Measure, Evaluate, Improve. To be effective on every of these stages a marketing department should know the objectives of the business and how to apply them into analytical tools. 2003 - 2017 Provide Support LLC.

Surviving Information Overload in the World of Customer Service

Provide Support

2003 - 2015 Provide Support LLC. Articles Best Practice Tips and Tricks contact center contact center analytics contact center metrics customer service analytics information overload in customer serviceSurviving Information Overload in the World of Customer Service.

It’s Time to Replace Traditional QA

DMG Consulting

The future of this process is analytics-enabled QA (AQA). Speech analytics is used to listen/read customer interactions, evaluate the interaction, and provide feedback to the enterprise (general trends) and agents (what they are doing right and where they can improve). When speech analytics first entered the commercial market in 2003, it was not ready for AQA, but it is today. It’s Time to Replace Traditional QA.

Welcome to 2019!

DMG Consulting

In speech analytics they’re improving many aspects of the solutions, broadening their capabilities and uses. Speech analytics – this technology has been in the commercial market since 2003, but the pace of adoption and uses are expanding. More companies are using speech analytics to automate their quality assurance process. Speech analytics in conjunction with AI is vastly improving the benefits of voice-of-the-customer (VOC) initiatives. Welcome to 2019!

Why you need more than NPS to drive CX excellence


Introduced in 2003 in a Harvard Business Review article titled “ The One Number You Need to Grow , the NPS has become an important business metric.

Workforce Optimization Ushers in the Real-Time Contact Center

DMG Consulting

These innovations have come hand in hand with megatrends that include Big Data, analytics, mobility, increased server processing speeds (and decreased costs), the market influence of Millennials (the “smart device” generation), the gig economy, and, of course, the cloud. million in 2003 to approximately $1.7 ANALYTICS RECEIVES AN ENCORE. Enterprises are leveraging interaction analytics to replace outdated methods (surveying, focus groups, etc.)

Why Companies Need a Net Promoter Score (NPS) Software

ProProfs Blog

In 2003, Bain & Company and Satmetrix adopted this score to understand customer’s buying and referral behavior. Intelligent analytics and reports to analyze user feedback.

Innovative Ways to Bring Excitement Back to the Customer Experience

Ann Michaels and Associates

Surveys can be useful if companies use proper analytics to interpret data and implement necessary changes. Perhaps this is one reason why Starbucks found incredible success when they launched their pumpkin spice latte in 2003. Excited and engaged customers bring in 23% more profits.

Breaking Down the Ultimate Question – NPS


Net Promoter Score was first developed by Fred Reichheld, Bain & Company and Satmetrix in 2003. NPS also provides the WHY in most cases behind a user’s behavior, something pure data analytics do not. Breaking Down the Ultimate Question – NPS (Net Promoter Score).

Why is ZOOM an NPS® Promoter?

Zoom International

Created at Bain & Company almost 15 years ago and popularized in a 2003 Harvard Business Review article , Net Promoter® has been adopted by two-thirds of Fortune 100 companies. Is your goal to hit contact center metrics?

Omnichannel Expertise: EPIC Connections and SmartAction Presented with Collaboration Award from NICE inContact

EPIC Connections

NICE (Nasdaq:NICE) is the worldwide leading provider of both cloud and on-premises enterprise software solutions that empower organizations to make smarter decisions based on advanced analytics of structured and unstructured data.

Is 2015 the Year of #CX?

CX Journey

It needs to be a comprehensive strategy with engineering, analytics, sales, marketing, and all job functions sharing the same appreciation for the customer and aligned with the same objectives. #2

CX FORUMS: 2018 Key Note Speakers


Topic: ‘Using Analytics to improve Customer Experience’. In 2003 Paul joined CSBA because of his passion for understanding and improving customer service. livepro’s third annual Customer Experience Knowledge Management Forums are back in 2018 bigger and better than ever before.

We Asked 30 CX Influencers if They Would Recommend the Net Promoter System


The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. Davide Chiavelli Customer Experience Management and Analytics Consultant at CIQUAL.

Is Outbound Telesales Making a Comeback?

Robert Davis

In 2003, the FTC established the National Do Not Call (DNC) Registry to give consumers a choice about whether they wanted to receive unsolicited sales calls from telemarketers. By Nick Jiwa , President of CustomerServ ( Originally Published on March 26, 2018 at [link] ).

Is outbound telesales making a comeback?

Robert C. Davis and Associates

In 2003, the FTC established the National Do Not Call (DNC) Registry to give consumers a choice about whether they wanted to receive unsolicited sales calls from telemarketers. By Nick Jiwa , President of CustomerServ ( Originally Published on March 26, 2018 at [link] ).

Net Promoter Score® 101: The Complete Guide


The Net Promoter Score (or NPS) was designed by Fred Reichheld in 2003 to measure loyalty. That's where text analytics technologies come into play. Simple sentiment analysis of text analytics can divide a sentiment into three buckets: a sentence can be positive, neutral or negative.

Breaking Down Information Silos in the Security Industry

Customer Interactions

Marketing firms and businesses across many sectors routinely use analytical tools to collect, integrate and analyze business intelligence – in order to predict customer buying habits, control inventory and even prevent fraud. After all, the security environment is an information-rich eco-system with video analytics, CCTV, access control, alarms, guards, environmental design, event tracking databases, law enforcement information, and many other internal and external data sources.

The Future of Work: How Companies Are Building Cultures Worker’s Love #nytnewwork

Natalie Petouhof

Prior to joining YouTube in February 2014, Wojcicki was senior vice president of advertising and commerce at Google, where she oversaw the design and engineering of AdWords, AdSense, DoubleClick and Google Analytics. Prior to joining Sequoia Capital in 2003, Roelof served as the chief financial officer of PayPal, an online payments company. Tweet Human Capital As a Key Competitive Advantage.

How the Intelligence Cycle Can Light the Road Ahead

Customer Interactions

He executed a comprehensive transformation of all aspects of the security organization, emphasizing the use of advanced analytical software, security technology and fusion of open source, government and internal information to drive strategies to prevent fraud, privacy and security events. He received the prestigious Presidential Rank Award in 2003 for his service in Iraq and as Special Agent in Charge of the NC Office.