What is Sentiment Analysis? Examples, Best Practices, & More


A Definition of Sentiment Analysis Sentiment analysis is a method for gauging opinions of individuals or groups, such as a segment of a brand’s audience or an individual customer in communication with a customer support representative. Based on a scoring mechanism, sentiment analysis monitors conversations and evaluates language and voice inflections to quantify attitudes, opinions, […]. The post What is Sentiment Analysis?

Battling Bias in Analysis


It is less common, but no less important, to think about how biases and heuristics influence our analysis and the insights we generate. The post Battling Bias in Analysis appeared first on Maru/Matchbox. “Don’t believe everything you think.”. Bumper sticker.

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Cost-benefit analysis of moving to the cloud


The post Cost-benefit analysis of moving to the cloud appeared first on Talkdesk The dramatic events of 2020 forced organizations to change the way they operate on so many levels.

A Customer Churn Analysis Checklist


Customer churn analysis can provide you and your teams with valuable insight into what drives your current churn rate and potential improvements. The following customer churn analysis checklist outlines what specific factors will typically be most valuable to track and analyze during each stage of the customer journey. A Checklist for Customer Churn Analysis. Cutting-Edge Customer Churn Analysis.

Pressure Points: How to Ensure Your B2B Pipeline Passes Inspection

This eBook highlights best practices for developing a pipeline management process that helps sales leaders and their team C.L.O.S.E (you’ll see what we mean in this eBook) more revenue through data-driven prospecting, stage analysis, and subsequent sales enablement.

Attrition Analysis & The Psychology of Disengagement

Call Center Weekly

It is therefore vital that attrition be subjected to extensive and continual observation, measurement, and analysis. Thorough analysis that encompasses the impact of attrition on finances, productivity, efficiency and your brand image over time will allow you to develop strategies to mitigate the concluded risks, while potentially providing clues as to the reasons behind them.

Root Cause Analysis in the Contact Center

Taylor Reach Group

It always amazes me how Contact Center managers, their direct supports, and their superiors often fail to use one of the best tools at their disposal, Root Cause Analysis. According to Wikipedia, “ Root cause analysis (RCA) is a term used to denote a class of problem-solving methods aimed at identifying the root causes of problems or events. By: Colin Taylor.

Churn-Renewal Analysis: Should you bother?!

CSM Practice

Therefore, SaaS companies must focus on understanding and reducing churn through analysis. Understanding the numerous reasons for customer churn enables SaaS business to conduct better churn analysis, mitigate churn, increase customer retention, and consequently increase revenue. This type of churn, although mostly unnoticed, still affects your revenue and should be included in your churn analysis considerations. What is Churn Analysis? Why Churn Analysis Matters?

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Audio Deep Dives: Listening Analysis Made Simple

Call Center Weekly

When we talk about “Deep Dives” or listening analysis, we are generally talking about taking a random sample of calls and listening for specific criteria within the audio. Do Keep questions clear and concise – It is important to keep the wording of your questions or standards clear in order to avoid confusing auditors (if you are performing a listening analysis with more than one person).

Sentiment Analysis : Key To Empathetic Customer Service


Customer Service Customer Support sentiment analysisGood brands understand their customers, but ideal brands understand the sentiments of their customers. They take care of customers’ needs by identifying how they feel about their products and services. To meet the raising customer expectations, real-time insights about customer sentiments can come handy for service agents to engage with them in a highly personalized manner and deliver empathetic service.

How ZoomInfo Enhances Your Database Management Strategy

Forward-thinking marketing organizations have continuously invested in a database strategy for enabling marketing processes. Download this ebook to learn how to maintain a strategy that includes refreshed information, database cleanses, and an accurate analysis at the same time.

Smart Home Market Analysis – Expectations vs. Reality


The post Smart Home Market Analysis – Expectations vs. Reality appeared first on Techsee. All eyes were on the smart home market in 2017. After all, industry experts such as MarketsandMarkets predicted that the industry would be valued at to$137.91B by 2023, growing at a CAGR of 13.61%. Tech giants are all clamoring to get in on the action with Google Home , Apple HomeKit , Amazon Echo and Samsung SmartThings creating buzz, and new smart devices flooding the market at a dizzying rate.

Moving to the Cloud is Imperative for the Contact Center – The Latest Expert Analysis

NICE inContact

NICE inContact has been recognized as a leader in a new report from Forrester Research.

You Need a SaaS Churn Analysis ASAP. Here’s Why.


A SaaS churn analysis is more than a quick calculation of your customer churn rate. SaaS Churn Analysis Benefits. A SaaS churn analysis maximizes your ability to capitalize on what you can learn from customer churn by: Highlighting current strengths and weaknesses in products and processes. Ultimately, a SaaS churn analysis helps ensure enterprise stability. The Value of Churn Analysis During a Crisis. Conducting an Effective Analysis of Churn.

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Multi-Channel Tone Analysis in PHP with Amazon Comprehend


The objective for this example is to use Amazon Comprehend to retrieve the tone analysis for an entire conversation, by channels, and then add the results to an RDS MySQL database instance. Your app is now updated to include tone analysis with the conversation content, going forward. The post Multi-Channel Tone Analysis in PHP with Amazon Comprehend appeared first on Vonage Developer Blog. Developer Tutorial Voice amazon comprehend multi-channel tone analysis Voice API

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

Here’s a digital insurance business example: Who: Analysis of past purchases by demographic groups shows. If Artificial Intelligence (AI) for the overall business is a red hot. topic in C-suites, AI for customer engagement is white hot.

The Key to Customer Satisfaction Analysis


You have more customer data than ever before, and customer satisfaction analysis is one of the most important things that you can do with it. But what exactly is customer satisfaction analysis? Building off of traditional customer survey programs, customer satisfaction analysis looks goes a step further for more accurate results. The first step to doing highly accurate customer satisfaction analysis is to ask customers how satisfied they are.

The Ideal Sales Win Loss Analysis Template

Satrix Solutions

In part 4 – our final installment in the series, I will discuss the very important analysis, interpretation and actioning phases of your Sales Win Loss Program, so watch this space! The post The Ideal Sales Win Loss Analysis Template appeared first on Satrix Solutions. In part 1 , I shared the insights we believe every company should be striving to capture from the sales process.

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Run Root Cause Analysis (RCA) After Every Recover Alert — It's Worth Every Penny and All The Pain


However, if you want an even bigger ROI and to reduce the chance of churn across all of your customers, implement root cause analysis (RCA) on each and every recover alert. What is Root Cause Analysis (RCA)? Root Cause Analysis (RCA) is identifying the true root cause of each recover alert. The extra steps required for root cause analysis can powerfully improve ROI. Voice of the Customer Customer Experience Management Root Cause Analysis

Inform Your Decision to Move to Cloud Contact Center Technology – Latest Analysis from Omdia

NICE inContact

Omdia’s analysis can guide your evaluation and decision-making process to select the best cloud contact center provider for your business needs. Moving to cloud contact center technology is not a question of if, but when.

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

dashboards that take the analysis burden off the. New Study Reveals Reliance on Too Few. Data Sources; Organizations Likely Missing. Opportunities to Meet the Real Needs of. Customers Tweet this The Customer Data Too Often Overlooked by the C-Suite Why Contact Center Analytics is Key to Identifying Opportunities for Growth 2 | Business Transformation and Analytics: Driving Change in a Customer-Centric World We read constantly about the need to adapt or die—and that “digital.

Why Sentiment Analysis Matters to B2B Customer Service


With this said, here are a few ways sentiment analysis matters to B2B customer service and why it’s become a focal point for many teams…. You can understand true meaning at a glance with sentiment technology – One of the best uses of sentiment analysis is the ability to get a snapshot of the “feeling of a message” without reading every single word. Wrapping up, sentiment analysis matters to B2B customer service because it makes your communication smarter and more efficient.

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Introducing: Voicemail Sentiment Analysis


The post Introducing: Voicemail Sentiment Analysis appeared first on FluentStream. If you receive an angry message from a client, or a positive message with some great feedback, it’s important to know about it right away. We’re all too familiar with. Read More. Features Updates & Improvements

Comparison Analysis: Mixpanel Analytics vs Google Analytics


Here in this blog, we see a detailed comparison analysis between Mixpanel and Google Analytics. The Funnel Analysis. When the need is to measure how many visitors moved through a series of page views, funnel analysis is the best you can do. The mechanism used is quite flexible and the analysis of data that you receive is also accurate. The Retention Analysis. On the contrary, Mixpanel provides the best ways for retention analysis. Core Tracking Analysis.

A Delighted game-changer: Smart Trends for AI-driven survey text analysis


As part of our mission to build a turnkey customer experience platform, we’ve always been aware of the need for an automated feedback analysis solution. After a year spent fine-tuning our survey text analysis algorithm, we’re excited to announce that it’s finally ready.

Comparative Analysis: Pendo.io Analytics vs Google Analytics


The following is a detailed comparative analysis for you to select the best for your business. . Concluding this comparative analysis, we hope you have figured out the best choice for your business, haven’t you? . The post Comparative Analysis: Pendo.io One of the most demanding aspects of business is to be able to use your data and acquire intelligent insights that drive the customer success engine.

Are you maximizing your customer feedback analysis?


Now it’s time to put that data to use with some customer feedback analysis. In this post, we’ll walk through all the basics of customer feedback analysis, from prepping your customer data to using survey analytics tools to simplify the process. At first, you may need to do some manual analysis to get a feel for where your strengths and weaknesses are, and to understand what keywords your customers use to describe them. Survey results analysis and reporting.

Analysis of the Top 100 eCommerce Help Centers


Digging into this deeper — and to be clear on our analysis — we were looking for an option on the page to translate only. Design standards are not top of mind for you as a customer support professional but they are critical to your customers’ experiences. Your customer wants quick, easy answers to their simple questions. CEB, the insight and technology company that investigates customer loyalty best practices, reported that 67% of customers prefer self-service over talking to your team.

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Announcing Reports: Easy survey data analysis & reporting


When you’re juggling feedback from multiple sources and various customer segments, customer experience survey data analysis can get very overwhelming, very fast. Use Pivot Table for survey results analysis. Pivot Table summarizes all of your survey data for analysis, so you can dive into how your Properties and Trends correlate to feedback scores. For deeper analysis, use two filters to drill down into different Groups, Trends, Properties, or Additional Questions.

Survey Analysis: What Makes The Best Support Teams Tick?


The post Survey Analysis: What Makes The Best Support Teams Tick? What does it mean to be “The Best”? Is it a fact? An opinion? For Aircall’s recent survey of 475 customer support leaders , it comes down to self-reflection. Overall, how would you rate the performance of your customer support team?”. Respondents chose from the following multiple-choice answers: Best in the industry. Good but not yet great. Significant room for improvement. Just figuring out the fundamentals.

Webinar: Practical Survey Analysis in Excel


While there are many advanced statistical packages out there you don’t need them to perform a detailed and comprehensive analysis of your survey data. The post Webinar: Practical Survey Analysis in Excel appeared first on Genroe. Excel is a very functional tool and it has the advantage of being on everyone’s desk. In this one hour webinar we will share, using Excel: How to design your survey […]. Best Practices Customer Feedback

Are you maximizing your customer feedback analysis?


Now it’s time to put that data to use with some customer feedback analysis. In this post, we’ll walk through all the basics of customer feedback analysis, from prepping your customer data to using survey analytics tools to simplify the process. At first, you may need to do some manual analysis to get a feel for where your strengths and weaknesses are, and to understand what keywords your customers use to describe them. Survey results analysis and reporting.

Analyzing Customer Feedback Data: Manual Analysis vs NLP


Challenges of customer feedback analysis: Analyzing all this data correctly is critical, because it reveals everything from buying trends to product flaws and provides a significant business advantage. Organizations often struggle to do this analysis, however, because unstructured data is significantly harder to categorize and report on than structured data. Manual analysis: Many approaches to text analytics have been tried and found lacking.

Nemesysco Emotion Analysis Technology Improves Japan Call Center Operations

CSM Magazine

CENTRIC has incorporated Nemesysco core QA7 and Layered Voice Analysis (LVA) technologies in its Deep SEA emotion detection and analysis service. The Deep SEA emotion detection and analysis service, which is enable by Nemesysco’s technologies, provides users with real-time indications of the current emotional state of callers.

News and Notes from the 2018 SWPP Conference Showroom Floor: A Vendor Comparison Analysis

Contact Center Pipeline

I hit all of the vendor booths this year, collecting swag, seeing demos, playing cornhole and meeting the people behind the software. We asked the questions: “What makes your product different from the other ones out here?” and “What do you have going on that’s new and exciting this year?” Every year, there is usually […]. Workforce Management call center contact center intra-day schedules SWPP conference WFM workforce management

How does speech analytics perform trend analysis? Isn’t it just counting how often words are used?

DMG Consulting

Question: How does speech analytics perform trend analysis? Answer: Trend analysis in interaction (speech and text) analytics solutions provides deeper insights than word count frequency. At its most basic, trend analysis is designed to allow users to define “things” they know to look for in voice and text-based interactions, which are then surfaced by the application. Isn’t it just counting how often words are used?

A 5-Minute Customer Satisfaction Analysis: Everything You Need to Know


The post A 5-Minute Customer Satisfaction Analysis: Everything You Need to Know appeared first on Sharpen Contact Center Software. Open a new web browser and type the term “customer satisfaction” in your Google search bar. When you press enter, you get 638 million results served up in a matter of seconds. All those results are thought up by companies. Read More.

A new era of experience branding: The KPMG Nunwood Customer Experience Excellence Centre 2015 UK Analysis


During these years of producing their Customer Experience Excellence Analysis, they have conducted over 1 million customer evaluations of more than 900 brands (across all sectors) – these facts alone suggest that the annual release of their research findings is essential reading for anyone with an interest in Customer Experience. Last year, Nunwood’s UK analysis concluded that ‘Customer Excellence is here: it’s just not evenly distributed yet’.

Training Needs Analysis: What it is, and why you need it

Toister Performance Solutions

The good news is there's a simple fix called a training needs analysis. What is a training needs analysis? A training needs analysis is the process of identifying whether training will solve a specific business problem. If training is warranted, the needs analysis will also identify the specific training that's needed and the best way to deliver it. A typical needs analysis consists of three broad stages: Communicate with sponsors to clarify goals.

The truth about using Root Cause Analysis with Voice of Customer data


As many professionals charged with managing the customer experience at their organization will tell you, being able to effectively leverage Root Cause Analysis (RCA) can be crucial for identifying and addressing customer issues. The post The truth about using Root Cause Analysis with Voice of Customer data appeared first on ForeSee. Insights Measurement & Analytics Retail Uncategorized customer data RCA Root Cause Analysis Voice of Customer data