Callminer

JUNE 17, 2020

Gain an understanding of the various types of text analytics in order to grasp the function of text analysis in a business context.

Analytics 182

Analytics 182

MiaRec

APRIL 21, 2023

As you see Voice Analytic solutions promote their Topic Analysis capabilities, you start to wonder what is so special about organizing calls by topics. Because Topic Analysis is such a versatile tool, it is hard to give a simple answer on how to best use it.

Contact Center 86

Contact Center Morale Analytics 86

Callminer

JUNE 3, 2019

More companies are mastering their use of analytics, and are delving deeper into their data to increase efficiency, gain a greater competitive advantage, and boost their bottom lines even more.

Analytics 345

Analytics 345

CSM Magazine

DECEMBER 4, 2023

Through advanced econometric analysis, we aim to illuminate the deep connection between ESG initiatives and Corporate Financial Performance (CFP). Establishing Econometric Models for ESG-CFP Analysis When choosing an econometric model for ESG-CFP analysis, it’s crucial to find a balance between model accuracy and simplicity.

Government 105

Government Morale Finance industry standards 105

Lumoa

FEBRUARY 7, 2023

From qualitative to quantitative information, actively soliciting feedback to passively analyzing user behavior, text analysis to interviews, VoC data collection can run the gamut. With the help of voice and text analytics, the data analysis process is made even easier. That’s where Lumoa comes in.

Customer centricity 169

Customer centricity Feedback Surveys Metrics 169

Callminer

APRIL 19, 2020

Big Data represents a major opportunity for companies to turn all this readily available data into business intelligence and transform decision making.

Analytics 207

Analytics Marketing Big data 207

MiaRec

JUNE 16, 2023

Most Voice Analytics solutions for contact centers offer either Machine Learning-based or lexicon-based Sentiment Analysis to help you understand how customers are feeling during calls. What Is Sentiment Analysis? What Is Lexicon-based Sentiment Analysis?

Contact Center 65

Contact Center Analytics Customer Experience 65

Balto

JANUARY 11, 2024

You can eliminate post-transaction surveys with a new sentiment analysis technique called the sentiment arc. Traditional sentiment analysis evaluates the words a customer is using in a phone, chat, or other conversation to identify whether they are happy, neutral, or upset at the end of an interaction.

Surveys 52

Surveys Customer Service Contact center software Calibration 52

Global Response

NOVEMBER 21, 2023

Customer analytics allow you to take the customer data you’ve collected and assess , aggregate and analyze it to understand trends, make forecasts and better understand your customers. Here are four key ways can analytics support your business and how can you implement them.

Analytics 62

Analytics Customer retention outsourcing Sales 62

Callminer

DECEMBER 8, 2019

Understanding customer sentiment through interaction analytics is integral to establishing a sustainable growth trajectory. Learn to simplify the process.

Analytics 182

Analytics 182

Fonolo

MAY 16, 2023

Correctly interpreting call center analytics and KPIs is key to improving your operations and your customer’s experience. But without proper data analysis and interpretation, contact centers – and the businesses they serve – may not reach their full potential. Analytics are also called key performance indicators or KPIs.

Call Center 91

Call Center Analytics Abandon rate First call resolution 91

DMG Consulting

JULY 5, 2020

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. Isn’t it just counting how often words are used?

Analytics 77

Analytics Marketing Technology 77

Lumoa

MAY 9, 2023

By leveraging sentiment analysis on customer feedback, businesses can understand and dig deep into the emotions of their customers, allowing them to identify and address pressing concerns, and fine-tune their products and services. You may be wondering how sentiment analysis can truly make a difference in your organization.

Feedback 83

Feedback Customer Experience Customer centricity SaaS 83

JivoChat

FEBRUARY 14, 2023

When creating marketing strategies, a professional can base their decisions on data analysis. But to enjoy those data, you need to know how to analyze them, and that’s why marketing analytics courses can help you. Best Marketing Analytics Courses 1. Check out the article to know more about it. Workload: 2.5

Analytics 75

Analytics Marketing Abandon rate Metrics 75

Tethr

NOVEMBER 13, 2020

In the era of advanced customer listening, tonal voice of customer sentiment analysis offers a lot less business value than it might suggest. And why won’t tonal sentiment analysis tools and systems equip you to make business decisions or move key CX metrics in your organization? Some might even call it primitive. Matt Dixon, Ph.D.,

Analytics 63

Analytics Airlines Engineering Construction 63

Call Center Weekly

JANUARY 29, 2018

By Diana Aviles The core part of Speech Analytics that sometimes gets lost amongst the high powered metadata and reporting functionalities are the audio insights themselves. These are a few general suggestions I have for people who are beginning their Speech Analytics journey and looking to start on high level deep dives.

Analytics 136

Analytics First call resolution Accountability outsourcing 136

Lumoa

MARCH 6, 2023

Garen Di Bernardo, Product Marketing Manager for Lumoa- a feedback analytics platform- provided some valuable tips on how to read customer conversations in an insightful webinar. Final Thoughts Why is Customer Conversational Analytics Important? Customer insights gleaned from feedback can be beneficial in several ways.

Analytics 83

Analytics Feedback Marketing Metrics 83

Lumoa

AUGUST 8, 2023

This article offers a comprehensive guide on how to analyze survey results efficiently, covering everything from the basics to advanced techniques, and provides actionable solutions to common challenges in customer feedback analysis faced by businesses today.

Surveys 83

Surveys Feedback Banking Best practices 83

Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. NLP has made feedback analytics way more accessible. Let’s explore how you can use analytics to revolutionize your customer experience.

Analytics 83

Analytics Customer Experience Management Surveys 83

MiaRec

NOVEMBER 14, 2023

Contact centers are at the forefront of customer interactions, making data analysis an essential part of improving customer service, agent performance, and overall efficiency. Two primary approaches to data analytics in contact centers are real-time analytics and post-call analytics.

Analytics 52

Analytics Contact Center Quality management Management 52

MiaRec

NOVEMBER 14, 2023

Contact centers are at the forefront of customer interactions, making data analysis an essential part of improving customer service, agent performance, and overall efficiency. Two primary approaches to data analytics in contact centers are real-time analytics and post-call analytics.

Analytics 52

Analytics Contact Center Quality management Management 52

Cisco - Contact Center

JUNE 29, 2023

Cisco Secure Analytics has emerged as a Strong Performer in The Forrester Wave : Network Analysis And Visibility, Q2 2023. Great news! The report states that Cisco “nails response integrations for Cis… Read more on Cisco Blogs

Analytics 78

Analytics 78

MiaRec

AUGUST 30, 2023

He also offers valuable advice for setting up successful topic and sentiment analysis initiatives. John provides insightful examples of how MiaRec's solutions are enhancing agent training, customer satisfaction, retention, and compliance adherence. To view the the full interview, please watch the video below:

Analytics 52

Analytics Call Center Contact Center Sales 52

DMG Consulting

JANUARY 24, 2023

Interaction Analytics Helps Companies Hear their Customers View this article on the publisher’s website. INTERACTION analytics (IA) is a must-have solution for enterprises that want to understand and enhance their customer experience. Conversation analysis to detect and analyze interruptions, over-talk, cross-talk, and silence.

Analytics 62

Analytics Enterprise Quality management Contact Center 62

LiveVox

NOVEMBER 3, 2022

The post Customer Experience Analytics: What Is Text Sentiment Analysis And How Can You Use it In Your Contact Center? The impression a company receives about its customers could only be what agents convey. Customers may keep their opinion private to avoid conflict. This could leave companies in the […].

Contact Center 52

Contact Center Analytics Customer Experience 52

JivoChat

JUNE 13, 2022

If you are looking for getting insights into your business through data analysis, the Complete Introduction to Microsoft Power BI course will help you with that. With the Advanced DAX for Microsoft Power BI desktop, you will become an expert in this area, and develop essential data analysis skills. Data analysis.

Analytics 75

Analytics Scripts Engineering Best practices 75

JustCall

JANUARY 5, 2023

Speech analytics software analyses live or recorded calls and interpret emotional indicators. Speech analytics software uses artificial intelligence to analyze spoken language similar to voice recognition software. What is Speech analytics? Significance of Speech Analytics. Some Best Speech Analytics Software.

Analytics 52

Analytics Coaching Call Center APIs 52

Win the Customer

AUGUST 8, 2023

Automating Feedback Collection AI-powered chatbots and sentiment analysis tools have revolutionized the way businesses collect customer feedback. Real-time Sentiment Analysis Traditional methods of feedback analysis involve manual sorting, tagging, and categorizing of comments, which can be time-intensive and prone to human error.

Feedback 52

Feedback Chatbots Analytics Personalization 52

Callminer

OCTOBER 18, 2017

Purchasing speech analytics software is a major investment for both enterprises and SMBs alike. Like all major technology investments, purchasing speech analytics software comes with a bit of pre-planning and analysis.

Analytics 215

Analytics Call Center Technology Enterprise 215

Talkdesk

OCTOBER 5, 2020

Cloud-based solutions are better equipped to allow you to proactively monitor the security status of your contact center, anytime, in real time, through the usage of AI-infused dashboards, analytics and alerts. The post Cost-benefit analysis of moving to the cloud appeared first on Talkdesk.

Analytics 119

Analytics Contact Center Call Center Customer Experience 119

JustCall

MARCH 7, 2023

Add to that the heightened customer expectations today (especially after the pandemic), and you will see the need for a robust analytics contact center solution. What Is Contact Center Analytics? Much like every other department of a business needs analytical insight to function well, so does the contact center.

Contact Center 52

Contact Center Analytics Average Handle Time Call Center 52

CCNG

JANUARY 3, 2024

Today, with advanced speech analytics tools within budgetary reach for many contact centers, monitor rates can be vastly improved for many key behaviors, even to 100% of interactions with surprising accuracy. Especially in high-risk or regulatory scenarios, the ROI for automated QA measurement is compelling.

Contact Center 195

Contact Center CCNG Analytics Customer Experience 195

CSM Magazine

FEBRUARY 14, 2024

As the sun power business grows, using call analysis has become a key way for firms trying to improve their marketing efforts. Call analytics help you understand your customers and what they need. Call analytics records info about incoming calls like numbers, how long they last, time of day, and place.

Analytics 52

Analytics Marketing Advertising Sales 52

CX Global Media

JULY 13, 2017

Small Call Centers Go Big with Speech Analytics. Well ‘small’ is not a barrier for speech analytics in contact centers anymore. Scott Kendrick, VP Marketing at CallMiner, shared news at Call Center Week of a new product launch that helps small call centers to finally go big with speech analytics. But we’re small.” Less Effort.

Analytics 185

Analytics Call Center Contact Center contact center solutions 185

The Northridge Group

MARCH 28, 2022

In our previous post , we discussed the importance of adopting a data-driven analytical approach to move the needle on patient/member experience, enabling higher CMS Stars Ratings and increased bonus payments for Medicare Advantage plan providers. A Success Story.

Healthcare 120

Healthcare Analytics Contact Center First call resolution 120