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. Cost of Turnover and Break-Even Analysis Hiring and training new employees incurs direct and indirect costs.

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.

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

Callminer

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?

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.

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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.

Sentiment Analysis : Key To Empathetic Customer Service

Ameyo

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.

Are you maximizing your customer feedback analysis?

delighted

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.

The Key to Customer Satisfaction Analysis

Clarabridge

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? The post The Key to Customer Satisfaction Analysis appeared first on Clarabridge.

Why Sentiment Analysis Matters to B2B Customer Service

B2B Customer Service Blog - TeamSupport

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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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.

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.

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

SharpenCX

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.

Announcing Reports: Easy survey data analysis & reporting

delighted

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.

Aircall Ranked No. 1 Call Center Software in GetApp Analysis

aircall

1 Call Center Software in GetApp Analysis appeared first on Customer Experience & Cloud Call Center | Aircall Blog. It’s the moment we’ve all been waiting for: GetApp has declared Aircall the No. 1 call center software. .

CPQ and CRM Data Analysis Facilitates Business Forecasting and Planning

Cincom

CPQ, CRM and back-office … Continue reading "CPQ and CRM Data Analysis Facilitates Business Forecasting and Planning". The post CPQ and CRM Data Analysis Facilitates Business Forecasting and Planning appeared first on Cincom Blog.

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Introducing: Voicemail Sentiment Analysis

FluentStream

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

Analysis of the Top 100 eCommerce Help Centers

Kayako

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.

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Survey Analysis: What Makes The Best Support Teams Tick?

aircall

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.

Why Machine Learning is the Hero of Customer Feedback Analysis

Mindtouch

Customer feedback analysis, to be precise. But there’s no need to dread the task of analysis. When you correct them, they incorporate those corrections immediately into all future analysis, as well as going back to correct their previous analysis! AI-powered customer feedback analysis software is the aggregator you need to overcome data silos for customer experience.

Analyzing Customer Feedback Data: Manual Analysis vs NLP

Clarabridge

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. Manual analysis: Many approaches to text analytics have been tried and found lacking.

GetApp Analysis Declares Aircall a Call Center Software Leader

aircall

The post GetApp Analysis Declares Aircall a Call Center Software Leader appeared first on Customer Experience & Cloud Call Center | Aircall Blog. A Category Breakdown. Aircall was recently ranked the No.

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

ijgolding

Last year, Nunwood’s UK analysis concluded that ‘Customer Excellence is here: it’s just not evenly distributed yet’. This 2015 analysis of the UK shows we are moving rapidly into the second great age of branding: the era of experience branding.

The Missing Sentiment Analysis From Contact Centre Data

CSM Magazine

Dan Somers of Warwick Analytics explains how machine learning is improving the lack of accuracy and relevance associated with sentiment analysis. . Sentiment Analysis is widely used to supplement the analysis of text data in surveys, complaints, reviews and other contact centre data.

Webinar: Practical Survey Analysis in Excel

Genroe

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

New MindTouch Feature – Site Analysis with Link Manager

Mindtouch

In this latest product release, we are proud to announce the general availability of Site Analysis. What is Site Analysis? MindTouch Site Analysis suite offers reports that convey the misalignment of your MindTouch help center. Why Site Analysis? Here’s how you can start taking advantage of MindTouch Site Analysis suite: If you’re a current customer, look in the dashboard for Site Analysis suite to be rolled out automatically over the next several weeks.

Root Cause Analysis: Getting to the Heart of your CX Problems

Clarabridge

Root cause analysis means looking at all your data to find out what is really causing the problems that your customers are experiencing. Because of this root cause analysis, the engineering team redesigned the headrest fastening system. Customer Experience big data root cause analysis

Toward More Human SEO Strategies and Keyword Analysis

Mindtouch

Maybe it began when we started to look at search engine optimization (SEO) and keyword analysis as artificially established sets of rules. Just look at the terms “SEO” and “keyword analysis.” So, if your content isn’t reaching your users, there could be a language disconnect created by blind reliance on keyword analysis tools. And in our ongoing, breakneck efforts to keep up, we’ve developed some bad tendencies when it comes to keyword analysis.

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

ForeSee

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

Data-Driven Design Series, Part III: Pre-Design Analysis

ForeSee

The post Data-Driven Design Series, Part III: Pre-Design Analysis appeared first on ForeSee. Design with intention: Finding and Keeping What Works The previous post in our series examined the importance of attitudinal data and creating a detailed test plan based on user-centered KPIs. Research & CX Data Usability

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Cisco's Acquisition of BroadSoft - Our Podcast Analysis

Jon Arnold

If you haven't had your fill of what this deal means for the collaboration/UCaaS space, this should be your next stop. Wearing my UC Expert hat with UCStrategies , I've already written my perspective on the Cisco/BroadSoft deal , as have several of my peers. That post continues trending well, btw, and I welcome your comments if you give it a read.

Root Cause Analysis: Getting to the Heart of your CX Problems

Clarabridge

Root cause analysis means looking at all your data to find out what is really causing the problems that your customers are experiencing. Because of this root cause analysis, the engineering team redesigned the headrest fastening system. Customer Experience big data root cause analysis

Root Cause Analysis: Getting to the Heart of your CX Problems

Clarabridge

Root cause analysis means looking at all your data to find out what is really causing the problems that your customers are experiencing. Because of this root cause analysis, the engineering team redesigned the headrest fastening system. Customer Experience big data root cause analysis

Verint Speakers: Customer Service First and Moving Analysis to Action

Verint

CRMXchange Roundtable Webinar. October 12; Webinar. Verint’s Kelly Koelliker, director, global solutions marketing, will present “Innovations and Trends in Customer Service” at 2 p.m.

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

Market Analysis - How Mobility and Messaging are Transforming CX

Jon Arnold

Each one needs a detailed analysis, but that will be for another time. Disruption is an understatement to describe the current state of the contact center space, and it goes well beyond Avaya’s Chapter 11 struggles, or the big move by Genesys to acquire Interactive Intelligence.

Improving CSAT with Predictive Customer Service: Data Analysis

Talkdesk

The post Improving CSAT with Predictive Customer Service: Data Analysis appeared first on Talkdesk.

Big Data and Predictive Analysis: What Every Small Business Needs to Know

Abby Connect Virtual Receptionists

Big data is not just for the big companies. Big data has been around for quite some time, but it may seem like an elusive jargon to you. With explosion of real-time data applications, it is but obvious that a huge amount of data is accumulated in various applications. Large businesses were quick to realize the value of this treasure trove and deployed various data analytics techniques to discover trends and gain insights

NPS and Text Analytics—Customer Feedback Decoded

CustomerGauge

Analysis Blog Churn Featured analytics NPS root cause analysis text analysisSo…you’ve surveyed your customer base and now you have a ton of feedback. How do you extract value from these comments? Or process all this data in a reasonable time frame?

The Rise of Connected Devices and Behavioral Analysis: What it Means for Businesses Today

Clarabridge

With the rise of the connected device, the data you need to drive deep, insightful behavioral analysis is now at your fingertips, transforming the level of personalized customer experiences that you can deliver. By David Marko , Managing Director, Acumen Solutions.

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Shrinking the Marketing Gap Between Analysis to Action

Customer Interactions

The 2011 UNICA Annual Survey of Marketers revealed that 57% of respondents identified measurement, analysis and learning as the top marketing process bottlenecks. In many marketing organizations, there are lots of data collectors and analysts but little conversion into insightful action. Based on a follow-up question, 62% identified the gap in turning data into specific action as the top marketing issue. For respondents based in North America this percentage increases to 70