Call Center Analytics and Metrics

Monet Software

Analytics” is one of those terms that many business people use, even while they may disagree on its exact definition. For the purposes of this paper, we will define analytics this way: It is the discovery and communication of meaningful patterns in data. Analytics can take many forms.

More Than Just Number-Crunchers: How Accountants Provide Value-Added Services

Method:CRM

Those poor accountants. In fact, today’s accountants are far more than just number-crunchers — they’re leaders, strategists, technologists, advisors and business specialists. The accounting industry: (p)art of the deal. Accountants speak the language of business. Businesses in every industry bring accountants to the table for their most serious strategy sessions. Professional accountants are focused on these questions and their implications.

How Chat Analytics Differs from Voice Analytics

Customer Service Life

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. Voice Analytics. Chat Analytics.

Key Findings from our Accounting & Tax Services Study [Infographic]

PeopleMetrics

Tax season is finally over, and many accounting and tax services providers are coming back online and starting to think of how they can improve in 2019. Before trying to decipher which improvement initiative will yield the highest impact, accounting and tax service providers can skip the headache entirely by simply asking clients what they can do better next year.

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

engagement hub which consolidates omnichannel interactions, knowledge, AI, analytics, and administration into one platform. go off-script on its own, but analytics will highlight to the business. parent’s best practices, while taking into account local regulations.

The Case For Desktop Analytics

Monet Software

While Monet is pleased to offer both speech analytics and desktop analytics solutions, we tend to focus more on speech analytics because we’re hearing more customer interest in this capability, and its adoption into forward-thinking contact centers has become mainstream over the past few years.

Setting Up Your Google Analytics Filters

CallSource Insights

How to setup some of the most common Google Analytics filters and how you can use them to customize your own view filters and organize your traffic for marketing success. Setting up Google Analytics is simple: you add the script to the right place on your website and you are good to go.

How to Successfully Implement Customer Journey Analytics – Part 1

Pointillist

Companies are increasingly benefiting from customer journey analytics across marketing and customer experience, as the results are real, immediate and have a lasting effect. Learning how to choose the best customer journey analytics platform is just the start. By Swati Sahai.

Customer Journey Analytics vs. Traditional Analytics—Know the Difference

Avaya

This individual owns an average of five social media accounts , nearly three of which are actively used. This is where the ability to understand your data—specifically, customer journey analytics —becomes vital.

Data Analytics: The Next Step for Regional Banks?

Revation Systems

Data analytics is a key component of many organizations’ strategy to improving customer service and internal processes and making decisions based on facts rather than instinct. So what is data analytics? The post Data Analytics: The Next Step for Regional Banks?

Top 5 Things to Look For in a Workforce Optimization Solution

Speaker: Vicki Herrell, Executive Director, SWPP, & Steve Kosiba, Product Marketing Manager, Genesys

Survey Says – Time for Speech Analytics

Monet Software

It seems like every time another survey is conducted on speech analytics, the results confirm what we already knew. There was a recent study by a speech analytics provider that found 47% of users are now able to identify customer issues and resolve them quickly.

A 5-Step Introduction to Journey Analytics

Clarabridge

Journey analytics allows you to take advantage of quantitative and qualitative insights gathered from across the business and infuse them into a journey-based view for more credible, data-driven decision-making. Here is a high-level guide to embarking on journey analytics.

10 Steps to Immediately Improve Customer Retention With Journey Analytics

Pointillist

In this post, I take an in-depth look at why customer retention matters and the ten powerful ways in which customer journey analytics can help you immediately improve customer retention. Hand-picked related content: How to reduce churn using customer journey analytics ]. By Swati Sahai.

AI, Automation and Analytics Drive Vast Improvements in Contact Centers

DMG

AI, Automation and Analytics Drive Vast Improvements in Contact Centers. Interaction analytics, comprised of speech and text analytics, allows organizations to listen to customers and prospects across voice and digital channels to obtain a comprehensive understanding of their experience. It provides a first-hand account of customers’ perception of the service journey by capturing sentiment and emotion, and the degree of effort expended.

The Top Advanced Reports to Look at in Google Analytics

CallSource Insights

Last week, we covered some of the basic, yet important, reports that you should be looking at in Google Analytics depending on the question(s) you are trying to answer. Today we are answering more of these questions and which advanced Google Analytics report to view.

Three Contact Center Service Questions That Can Be Answered With Desktop Analytics

Monet Software

For improved insight into every interaction between a contact center agent and a customer, it’s hard to beat desktop analytics (DA). Answers to all of them can be better achieved with desktop analytics. Where speech analytics is primarily customer-focused, desktop analytics delivers insight on your agents and your processes. One more question: Are you Ready for Desktop Analytics? . Schedule a live demo with a Monet Account Manager. Analytics Blog

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. For example, a bank might create a map showing the steps to set up a new account. That’s where journey analytics comes in.

Everything You Need to Know about Text Analytics

Lumoa

Instead it is the unstructured nature of the data which makes it challenging to tackle with any traditional means of analytics. This situation is where automated text analytics is brought in: it can help in sorting out the key topics talked about and reveal the general sentiment per topic.

Elevate Your Call Center’s Performance with Speech Analytics

Talkdesk

Leveraging today’s innovative speech recognition technology and predictive analytics is the key to creating a customer-centric culture in the call center. The post Elevate Your Call Center’s Performance with Speech Analytics appeared first on Talkdesk.

Elevate Your Call Center’s Performance with Speech Analytics

Talkdesk

Leveraging today’s innovative speech recognition technology and predictive analytics is the key to creating a customer-centric culture in the call center. The post Elevate Your Call Center’s Performance with Speech Analytics appeared first on Talkdesk.

How to Successfully Implement Customer Journey Analytics

Pointillist

By Swati Sahai Companies are increasingly benefiting from customer journey analytics across marketing and customer experience, as the results are real, immediate and have a lasting effect. Learning how to choose the best customer journey analytics platform is just the start.

The “Now You Knows” of Speech Analytics

Monet Software

Questions about speech analytics are popping up more frequently at contact centers. To help you decide, we’ve created a list of the five biggest benefits of speech analytics. We call them the “Now you knows” – as that’s what analytics provides: knowledge, insight, and all the customer service advantages that derive from them. Speech analytics can help to fill in the gaps through various tools that track word choices.

Customer Data Analytics: How to Select the Best Tool for Your Needs

Pointillist

You know you need the right customer data analytics tools to discover customer journeys, understand customer behavior and provide your customers with a better experience. Today, the number of customer data analytics tools are overwhelming. What are Customer Analytics Tools?

Improving Profitable Call Center Metrics By Using Predictive Analytics

Calltools

Below is an overview for each type of business: Predictive Analytics for Collection Centers The days of cold calling in the hopes of finding the one debtor who will actually pay are fading away. It is now possible to predict which customers are more likely to buy with predictive analytics.

Understanding Customers – Beyond the Analytics

Clarabridge

Don’t say “How’s it going with Fred as your account manager?” Use them for all the good you can, and then go beyond the analytics to show empathy and build relationships. The post Understanding Customers – Beyond the Analytics appeared first on Clarabridge.

How to Calculate NPS More Effectively Using Journey Analytics

Pointillist

Customer journey analytics can solve this mystery by calculating and analyzing NPS within the context of millions of unique customer journeys to reveal the customer behaviors that most impact your Net Promoter Score. million customers that opened a savings account, 2.4 By Swati Sahai.

Agile Working for Analytics Teams Needs a Cu?lture Change

CX Journey

In this series, I share what this means for data, analytics & insight teams who need to work this way. My interest in this topic is the impact Agile working is having on customer insight, analytics, and data science teams. agile analytics culture data insights

Agile Working for Analytics Teams Needs a Cu?lture Change

CX Journey

In this series, I share what this means for data, analytics & insight teams who need to work this way. My interest in this topic is the impact Agile working is having on customer insight, analytics, and data science teams. agile analytics culture data insights

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. For example, a bank might create a map showing the steps to set up a new account. That’s where journey analytics comes in.

AI IRL Podcast Episode 14: Is Predictive Analytics In Your Future?

bold360 Blog

MRP’s main product, Prelytix is account-based marketing powered by predictive analytics that looks at email, direct marketing, media buying, inside sales, and phone calls. But information based on the account level or segmentation by vertical can yield actionable data.

Why Analytical Reading Is a Must-Have Skill

Help Scout

Specifically, customer service agents need analytical reading skills. What is analytical reading? Analytical reading is a high-level cognitive skill. In customer service, analytical reading refers to an agent’s ability to read the customer’s email and figure out what the customer is asking , not simply what the customer is saying. This is the crux of analytical reading versus what could be called surface reading. Watch my analytical reading webinar.

3 Tricks (and 1 Treat) for Choosing Text Analytics Tools

Clarabridge

Just like your neighbor who gives out full-sized candy bars, this Halloween we’re giving out the good stuff: three solid tricks for picking out the right text analytics tools (plus an extra treat, because you look so cute in your costume). Scared of unread customer feedback?

5 Essential Steps to Find Upsell and Cross-Sell Opportunities With Journey Analytics

Pointillist

5 steps to find better upsell and cross-sell opportunities using journey analytics. A common example in retail banking is when your bank offers you a credit card after you open a new savings account. 5 Steps to Find Better Upsell and Cross-sell Opportunities Using Journey Analytics.

Agile Working in Practice: More Tips to Help Analytics Teams Transition

CX Journey

Continuing with this series has been driven by the feedback I have heard from a variety of data and analytics leaders. Firstly, common practices, that I’ve observed in analytics teams implementing this approach. agile analytics data insights

Agile Working in Practice: More Tips to Help Analytics Teams Transition

CX Journey

Continuing with this series has been driven by the feedback I have heard from a variety of data and analytics leaders. Firstly, common practices, that I’ve observed in analytics teams implementing this approach. agile analytics data insights

Why Do I Need to Add Speech Analytics to My Call Recording Software?

OrecX

Businesses that understand this are now taking their call monitoring strategies a step further by implementing speech analytics to automatically categorize and analyze recorded calls. The Business Value of Call Recording with Speech Analytics. When a business adopts a speech analytics solution, they have access to the following: Call recordings of every conversation in real time. Here are some specific ways speech analytics can add value to a business.

Ensure adherence to call center regulations with speech analytics

Tethr

Results and dashboards were created from the aggregated call data for each level of management (VP, Director, Supervisor, and Agent) so that they can manage their teams and hold them accountable for the desired reductions in cost. The post Ensure adherence to call center regulations with speech analytics appeared first on Tethr

How to Implement Speech Analytics – Actionable Tips from Top Industry Experts

Call Journey

These tips on how to implement Speech Analytics will help you plan your onboarding better and utilize the new solution to its fullest. How to implement speech analytics” is one of the question we wished we were asked more often! Speech Analytics can be a powerful tool.

5 ways speech analytics can plug your customer service intelligence gap

NewVoiceMedia

With articulation included, the spoken word accounts for a significant 45% of how people communicate. Speech analytics works by analysing spoken words, variations in pitch, silences and other verbal cues. Speech analytics ensures vital information is never lost.