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.

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?

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.

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.

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.

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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Aircall Ranked No. 1 Call Center Software in GetApp Analysis


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. .

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

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.

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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.

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.

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

GetApp Analysis Declares Aircall a Call Center Software Leader


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.

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.

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.

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


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.

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

Ready, Fire, Aim… The Problem-Solving Firing Line

Contact Center Pipeline

Process Improvement call center contact center problem resolution problem-solving root cause analysisStep up to the firing line! Ready, fire, aim… whoops! Isn’t it “ready, aim, fire”? Well, traditionally speaking, yes.

Building Customer Trust: 3 Tips That Will Make a Big Difference

Contact Center Pipeline

Technology call center contact center customer complaint management customer service data analysisAs background, there are really two moments of truth in a customer’s relationship with their company—when they purchase and when something goes wrong!

Customer Health Solutions: Accurately Monitoring Your Customer Relationships

B2B Customer Service Blog - TeamSupport

Leveraging a customer health solution with sentiment analysis capabilities can immediately tell you if a customer is feeling excessively “frustrated” or “sad” so you can address the problem. Maintaining B2B Customer Relationships sentiment analysis customer retention Customer Health

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Limitations in KBA technologies


The findings are a strong indicator that KBA analysis remains the status quo for many of today’s call centers. . 17% – Pre-answer phone call analysis. 6% – Call audio analysis. A curious trend is taking place in caller authentication.

Music: A Marketing Tool

Beyond Philosophy

Music has a unique effect on our brain, especially concerning memory. Apple brilliantly capitalizes on all of them in its holiday ad. When it comes to branding there might be no better way than using music to help a Customer remember your brand promise.

Are you Irrational: 7 Questions to See If You Are Irrational?

Beyond Philosophy

I love watching what people, and Customers do. We human’s think we are so clever and sophisticated and yet much of what we do is totally irrational.

Discovering What Customers Don’t Know Themselves

Beyond Philosophy

Cause can be a hidden factor only discovered upon deeper analysis. Blogs Customer Analysis Customer Experience

Making Optimal Customer Experience A Focus of Your Company’s (And Your) Thinking and Doing: The Case for Foundation and Advanced CEM Training

Beyond Philosophy

Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. These are almost guaranteed not to be memorable, not to be talked about (unless neutrally or negatively), and not creating outside-in advocacy and value creation.

Do You Harness the Power of Habit in Your Marketing Yet?

Beyond Philosophy

“ Most of the time, what we do, is what we do most of the time”. This is former F1 champion Lewis Hamilton stopping in the wrong team’s garage to change tires.

Are You Deliberate with Your Customer Strategy or Just Taking a Chance?

Beyond Philosophy

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy.

Why I Suffered Through A Website Redesign (and You Should, too!)

Beyond Philosophy

Blogs Digital Experience CEM CEO consumer behaviour Customer Analysis Customer Behaviour customer experience management digital experience Emotional Experience Market Research The end of 2014 was really busy.

3 Ways to Use Mobile To Your Advantage

Beyond Philosophy

Are you reading this on a mobile device? If all the statistics about mobile technology are true, the answer is likely yes for 70% of you—maybe more! Chances are, 70% or more of your Customers are reading/Googling/posting on mobile devices about your organization, too.

5 Facts to End the ROI Debate on Customer Experience

Beyond Philosophy

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements.

Kate Spade Revamps Retail Experiences to Deliver Brand Values

Beyond Philosophy

Customer Analysis Customer Behaviour Customer Centricity Customer Experience Customer Satisfaction Experience Design Expert's Insights experts insights Market Research

My First 90 Days: The Secrets You Must Know About Your New Job

Beyond Philosophy

In this series, professionals share how they rocked — or didn’t! — the all-important first 90 days on the job. Follow the stories here and write your own (please include the hashtag #First90 in the body of your post). First impressions are vital.

4 Things We Can All Learn from a Retail Customer Experience

Beyond Philosophy

Retailers have been at the forefront for understanding how to use the human brain and emotions to maximize profits from their Customers. So what can the rest of businesses learn from them? Here are four lessons everyone can learn from a Grocery Store: 1. How it smells affects how it sells.

The Problem with Self Service

Beyond Philosophy

Nor have they approached their channels from an outside-in approach , which is how we encourage our clients to approach the analysis of their current Customer Experience. People like the convenience of self-service. More and more of your Customers believe access to self-service options is essential to their relationship with your business. Knowing this, it is critical that you plan your self-service options well.

Would Consumers (Really) Spend More For Better Service?

Beyond Philosophy

This requires application of research techniques like threshold analysis so they can determine which, of multiple alternatives – more service staff, cut waiting time, enhanced self-service, use of service support communities, improve first contact resolution, enhance customer interaction capabilities, proactive complaint generation and handling, etc. –

What Does The Scottish Independence Vote Have to Do with Customer Experience?

Beyond Philosophy

I won’t go into deep macro-economical, sociological, PESTAL analysis, etc. Well, there you have it! After so much campaigning, so many questions, debates, and emotions that moved currencies and markets, the Scottish said, “No!” to independence.

Changing Customers’ Habits

Beyond Philosophy

Customer Analysis Customer Behaviour Customer Engagement Customer Experience Customer Research Customer Service Moment Mapping Subconscious ExperienceYour brain makes up 3% of your total body weight. However that 3% of your body weight takes 20% of your body’s energy to run. As highly evolved humans, we are always looking for ways to preserve energy, and one of the ways we do this is relying on habit.

Yoga Pants Can Realign Customer Experience

Beyond Philosophy

Customer Analysis Customer Behaviour Customer Centricity Customer Engagement Customer Experience Customer Research Customer Satisfaction Customer Service Emotional Experience Experience Design Expert's Insights experts insights Subconscious ExperienceLululemon is a brand with a loyal cult-like following, but Customers began to sour on the Lululemon brand last year. However, the buzz is anything but sour on Lululemon these days. And it’s because they are realigning to their Customer-center.

How to Get People to Do What You Want

Beyond Philosophy

My mum always told me, “You can catch more flies with honey than you can vinegar.” In other words, people respond better to rewards than punishments.