LISTEN 2016 to Highlight the Benefits of Speech & Customer Journey Analytics

Callminer

The post LISTEN 2016 to Highlight the Benefits of Speech & Customer Journey Analytics appeared first on CallMiner. Agent Performance Call Center Best Practices Customer Experience Customer Journey Speech AnalyticsIn today’s customer landscape, the “customer experience” has evolved from a buzzword to a top priority for any organization regularly interfacing with customers.

5 Top Customer Service Articles For the Week of December 12, 2016

ShepHyken

Boomtrain) Artificial Intelligence, machine learning, and big data analytics have been around for a while in the B2B world. The post 5 Top Customer Service Articles For the Week of December 12, 2016 appeared first on Shep Hyken.

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3 Key Takeaways From #CallCenterWeek 2016 in Las Vegas, NV

Callminer

The post 3 Key Takeaways From #CallCenterWeek 2016 in Las Vegas, NV appeared first on CallMiner. Call Center Best Practices Contact Center Efficiency Customer Experience Speech AnalyticsThousands of call center professionals. One spectacular location.

Why You Should Add Predictive Analytics to Your CEM Toolbox

Callminer

The post Why You Should Add Predictive Analytics to Your CEM Toolbox appeared first on CallMiner. Call Center Best Practices Contact Center Efficiency Customer Experience Speech Analytics

5 Top Customer Service Articles For the Week of December 26, 2016

ShepHyken

Customer analytics allow brands to deeply understand their customers and how they are changing, so they can adapt to evolving customer demands. Building lasting customer loyalty requires a multifaceted analytical approach.

Guest Blog: Left Brain, Right Brain: Aligning Internal Culture and Customer Analytics

ShepHyken

But customer analytics have more to tell you than scores alone. Customer analytics, used appropriately, can be the healing salve for a broken internal culture. Read Shep’s latest Forbes Article: The State Of The Customer Experience 2016.

5 Ways Speech Analytics Helps Improve the Patient Experience

Callminer

The post 5 Ways Speech Analytics Helps Improve the Patient Experience appeared first on CallMiner. Agent Performance Call Center Best Practices Contact Center Efficiency Customer Experience Speech AnalyticsIf there’s any industry that’s in the midst of a transformation, it’s healthcare.

Embrace New Ways of Thinking in 2016

Beyond Philosophy

In 2016, some organizations will focus on the superficial emotional side and will fall further behind more advanced organizations examining the deeper subconscious and psychological emotional influences in Customer Experience. Predictive Analytics Are Key.

Speech Analytics and Quality Monitoring

Contact Center Pipeline

Speech analytics has received a lot of press in the past few years. Quality Monitoring call center contact center quality assurance quality monitoring speech analyticsSome centers have purchased it, and many more have it on their wish list.

Why Customer Analytics Are Key to Unlocking Customer Experience

Contact Center Pipeline

Customer Analytics Sponsored Posts call center contact center customer analytics customer experienceIn today’s highly competitive products and services marketplace, the customer’s experience with your business has never been more important.

CallMiner CTO, Jeff Gallino, Shares Insights on Achieving ROI with Interaction Analytics

Callminer

At a recent event in London, CallMiner CTO, Jeff Gallino, shared advice on how best to achieve ROI from Interaction Analytics. Gallino cited three areas to focus on to realize ROI from Interaction Analytics. Call Center Best Practices Customer Experience Speech Analytics

Top 3 Reasons Your Call Center Needs Customer Engagement Analytics

Callminer

The post Top 3 Reasons Your Call Center Needs Customer Engagement Analytics appeared first on CallMiner. Call Center Best Practices Customer Experience

Contact Center Pipeline Magazine: Inside Our September 2016 Issue

Contact Center Pipeline

Inside The Issue Metrics agent desktops agent engagement attendance brand management call center contact center customer analytics customer experience key performance indicators KPIs on hold music quality management service qualityVacations are dwindling down. Schools are ramping up.

Contact Center Pipeline Magazine: Inside Our June 2016 Issue

Contact Center Pipeline

Featured Inside The Issue agent engagement attrition call center contact center customer experience self-service speech analytics technology trainingSummer is almost upon us at Contact Center Pipeline. We would love for you to tuck us in your beach bag or enjoy us poolside.

NPS and Text Analytics—Customer Feedback Decoded

CustomerGauge

This is where text analytics comes into play. The post NPS and Text Analytics—Customer Feedback Decoded appeared first on CustomerGauge. Analysis Blog Churn Featured analytics NPS root cause analysis text analysis

Improve Contact Center Performance with Global Analytics-Driven Routing

Contact Center Pipeline

Sponsored Posts Technology analytics-driven routing call center call routing cloud solutions contact center real-time dashboard

Get Ready to Transform Customer Experiences at ICUC 2016

NICE inContact

Here are five ways to get ready to transform customer experiences at ICUC 2016: 1. Analytics and Platform. By attending ICUC 2016, you can explore new ways to transform customer experiences. The post Get Ready to Transform Customer Experiences at ICUC 2016 appeared first on inContact Blog. Customer Experience Events General ICUC Using the inContact Platform 5 To Do's Customers ICUC 2016 inContact User Conference Transform Customer Experiences User Conference

Search Analytics Provides Key Insights into Self-Service Experience

Contact Center Pipeline

Self-Service analytics call center contact center metrics self-serviceWith online self-service, getting customers to accurate information with as little effort as possible can provide them with a high-value experience while meeting the business’ cost-reduction objectives.

Embrace New Ways of Thinking in 2016

Beyond Philosophy

In 2016, some organizations will focus on the superficial emotional side and will fall further behind more advanced organizations examining the deeper subconscious and psychological emotional influences in Customer Experience. I have written a new book along with Professor Ryan Hamilton, Consumer Psychology, Emory University (coming out in May 2016) where we outline seven imperatives any organization must undertake to improve the Customer Experience. Predictive Analytics Are Key.

Guest Blog: Deliver Them Amazing and They Will Love You Back: Millennial World

ShepHyken

Predictive Analytics: Millennials have changed the way traditional customers used to buy, behave or react to different perspectives. Such analytics can provide great turnaround to any organization and help them to stand out of the ordinary.

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Speech Analytics: Changing the Game for Contact Center Technology

NICE inContact

Speech Analytics allows customer support organizations to analyze audio of customer interactions for mentions of keywords or phrases, call themes, as well as the sentiment and emotions of callers. One reason for the struggle with Speech Analytics is a lack of in-house analytical talent.

5 Reasons Why Your Contact Center Needs Speech Analytics

NICE inContact

Today more and more companies are utilizing speech analytics technology to gain customer insight and enhance the quality management (QM) processes. Speech analytics gives you the ability to understand more about your customers’ needs without having to rely on finicky survey results.

#OracleCloud Summit 2016 Trends, Updates & News

Natalie Petouhof

Tweet I’m here with my colleagues, Holger Mueller @holgermu and Doug Henschen @ DHenschen , covering the #OracleCloud Summit 2016 in NYC at the Waldorf Astoria @ WaldorfNYC.

The Fab-Five Attractions Outside of NRF 2016

ForeSee

The post The Fab-Five Attractions Outside of NRF 2016 appeared first on ForeSee. Customer Experience Analytics Events RetailThe NRF "Big Show" extends well beyond the walls of Jacob Javits.

#IOT CES 2016: Expect Everything That Can Be Connected Will Be Connected

Natalie Petouhof

So in short, CES 2016 is about everything that can be connected will be connected. Tweet CES: The Connected Internet of Things Dominates: Analysts predict by 2019 that only 49 percent of data in the cloud will be from PCs, and the biggest drivers of the shift will be smartphones and IoT.

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The Global State of Customer Experience 2016

CSM Magazine

The annual survey gauged the views of global leaders – across all major industries – within customer experience, service, insight, digital and marketing, on the changes that will be defining the industry in 2016. Download The Global State of Customer Experience 2016 here.

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Journey Analytics: The Key to Your Customer Journey Map

Clarabridge

To truly unlock the potential of a customer journey map, you need to understand the role of journey analytics. That’s where journey analytics comes in. Journey analytics lets you understand exactly what the customer thinks and feels at each step of the journey.

Introducing GetFeedback Analytics

GetFeedback

GetFeedback Analytics unlocks the power of your survey data. With real-time dashboards, you can track and share the metrics that matter most. Product & News

Guest Blog: Persona-lizing the Customer Experience

ShepHyken

Basic examples of KPIs include visitor engagement, cart abandonment, bounce rate and conversion rate, but Google Analytics can be used to define and measure practically any goal.

Honorees Announced for the 2016 Marketing Hall of Femme!

Natalie Petouhof

Tweet Direct Marketing News is honored to announce the 2016 Honorees to the Marketing Hall of Femme! On April 8, 2016, we’re celebrating all of their outstanding achievements and more.

3 Ways Integrated Analytics Can Solve Your Data Nightmare

Calabrio

If you’re in the midst of data deluge, here’s how integrated analytics can help. One advantage of using integrated analytics to see the big picture is the concept of the data mart. The post 3 Ways Integrated Analytics Can Solve Your Data Nightmare appeared first on Calabrio.

7 Tips for Providing Exceptional Customer Experiences

Callminer

Call Center Best Practices Customer Experience Speech AnalyticsIf your company isn’t taking the customer experience seriously, you should be. Research shows, by 2020, the customer will manage 85% of his or her experience with an enterprise without interacting with a human.

7 (More) Call Center Best Practices

Callminer

Call Center Best Practices Contact Center Efficiency Speech AnalyticsThere is no denying that an efficient call center is one where agents address customer concerns in a prompt and thorough manner, creating meaningful relationships with customers at each and every point of interaction.

Is Salesforce Predicting the Future? Our Take on Dreamforce 2016

aircall

Dreamforce gave Salesforce an opportunity to unveil this year’s featured technology, Artificial Intelligence (AI) and machine learning : a way for companies to allow those of us who are not “data geniuses” to use predictive analytics. Aircall (@aircall) 18 novembre 2016.

Add Customer Communications Data to Predictive Analytics Models

Topdown

In Three Ways to Use CCM Metrics, Analytics to Improve Customer Experience , one of the three methods I mentioned was predictive analytics: Customer Experience Customer Communications

Top 6 Takeaways from Opentalk 2016

Talkdesk

Opentalk 2016 was a whirlwind. Talkdesk unveiled Customer Sentiment Score , our first predictive analytic, that enables companies to actively assess churn and take proactive steps to prevent it. Visit our Opentalk 2016 Full Coverage post for links to all things Opentalk.

ForeSee Helps Life Fitness Ramp Up Customer Experience Analytics

ForeSee

The post ForeSee Helps Life Fitness Ramp Up Customer Experience Analytics appeared first on ForeSee. Case Stories Customer Experience Analytics ForeSee Solutions

Some Nice Niche Technologies

Contact Center Pipeline

But I’d like to put a spotlight on a few intriguing niche technologies for your consideration: Desktop Analytics Desktop analytics—aka Desktop and Process Analytics, or DPA—captures agent desktop activity. […]. Mainstream technologies get a lot of press.

Digital Strategies Driven by Customer Experience

Contact Center Pipeline

An interesting finding from Dimension Data’s “2016 Global Contact Centre Benchmarking Report” is that, for the first time, customer experience has surpassed cost reduction as a primary reason for offering digital channels (73.7%

Speech Analytics: Five Ways to Set Your Company up for Success

Calabrio

Speech analytics is a huge opportunity for brands. If you aren’t at least considering speech analytics for your contact center, you risk missing out on valuable information that can improve the entire customer experience. While many companies know that speech analytics is something they should do, the question we hear most often is: where do I start? When implementing speech analytics, the pressure is on to quickly realize return on investment.