Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! Just like a hapless tourist, customers are eager to share details of their experience.

Analytics 83

Analytics Feedback Metrics Surveys 83

Global Response

MARCH 27, 2024

Call centers are increasingly turning to big data analytics as a pivotal tool for optimization. This transformative approach streamlines operations and significantly enhances the quality of customer interactions. Understanding big data analytics in call centers First off, what is big data analytics? Let’s take a look.

Big data 62

Big data Call Center Analytics Interactive Voice Response 62

Lumoa

FEBRUARY 7, 2023

By utilizing VoC, businesses can gain valuable insights into how their customers truly feel about their products, services, and overall brand image. Implementing a VoC program will help you understand your customers better and know where to focus your efforts on improving the customer experience.

Customer centricity 169

Customer centricity Feedback Surveys Metrics 169

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? It is a versatile tool that can enhance customer experiences, agent performances, and brand messaging.

Contact Center 65

Contact Center Analytics Customer Experience 65

LiveVox

NOVEMBER 3, 2022

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

Contact Center 52

Contact Center Analytics Customer Experience 52

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

Fonolo

MAY 16, 2023

Correctly interpreting call center analytics and KPIs is key to improving your operations and your customer’s experience. Today, contact centers are increasingly viewed by businesses as the key to understanding customers. Analytics are also called key performance indicators or KPIs.

Call Center 91

Call Center Analytics Abandon rate First call resolution 91

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

Balto

JANUARY 11, 2024

” That’s the question I posed to a group of customer service professionals. ” Then why do we pester our customers with surveys? You can eliminate post-transaction surveys with a new sentiment analysis technique called the sentiment arc. Sentiment analysis has been used for quite some time.

Surveys 52

Surveys Customer Service Contact center software Calibration 52

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

COPC

JUNE 9, 2023

Artificial intelligence (AI) is rapidly transforming the customer experience (CX) industry, offering businesses new opportunities to enhance their operations. So, let’s embark on this AI-powered journey together and unlock the true potential of customer experience. Nexcom A/S and COPC Inc. Nexcom A/S and COPC Inc.

Customer Experience 116

Customer Experience Analytics Technology Average Handle Time 116

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. So, why is focusing on the emotional tone of a customer conversation alone not going to give you the conversation insight you’re looking for? Some might even call it primitive.

Analytics 64

Analytics Airlines Engineering Construction 64

GetFeedback

DECEMBER 11, 2019

With text analytics, you can examine open-text feedback for an organized, actionable, high-level view on the feelings and the comments your customers make about your company. Paying attention to open-ended feedback is crucial if you want a clear representation of your customer experience (CX). Scalable feedback.

Analytics 88

Analytics Customer Experience Surveys Feedback 88

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

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. The whole purpose of SA is to have the ability to analyze specific words and phrases mentioned in customer/agent interactions. that begins to settle in.

Analytics 136

Analytics First call resolution Accountability outsourcing 136

COPC

APRIL 1, 2024

The challenge of keeping pace with changing customer expectations looms large. Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX).

Customer Experience 91

Customer Experience Gamification Benchmark Chatbots 91

Win the Customer

AUGUST 8, 2023

Artificial Intelligence (AI) can be a transformative tool for businesses to collect, analyze, and act upon customer feedback in real-time, leading to continuous improvement in customer experience. In today’s hyper-competitive business landscape, understanding and meeting customer expectations is paramount for success.

Feedback 52

Feedback Chatbots Analytics Personalization 52

MiaRec

AUGUST 30, 2023

John provides insightful examples of how MiaRec's solutions are enhancing agent training, customer satisfaction, retention, and compliance adherence. John provides insightful examples of how MiaRec's solutions are enhancing agent training, customer satisfaction, retention, and compliance adherence.

Analytics 52

Analytics Call Center Contact Center Sales 52

Win the Customer

DECEMBER 11, 2023

In the evolving landscape of business, customer experience (CX) has emerged as the linchpin for success. For senior service managers, the ability to understand, measure, and enhance customer engagement is pivotal. Monitoring sentiment across these channels provides invaluable insights into customer perceptions and sentiments.

Customer Experience 69

Customer Experience Management Journey mapping Customer centricity 69

CCNG

JANUARY 3, 2024

Even without an automatic scoring solution, we created a new culture, amplified the voice of the customer, improved compliance and set CSAT records. Without an ability to compare what is spoken against what the agent is viewing on their screen or steps actually taken, there are limitations to what speech analytics can measure.

Contact Center 195

Contact Center CCNG Analytics Customer Experience 195

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

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. to identify underlying trends.

Analytics 62

Analytics Enterprise Quality management Contact Center 62

ShepHyken

NOVEMBER 29, 2019

This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. This Maya Angelou quote fits perfectly when talking about the factors responsible for positive brand customer service. How to leverage technology for a better customer experience.

Technology 335

Technology Customer Experience Complaint resolution Gamification 335

Customercount

MAY 2, 2019

Case Study: Breckenridge Grand Vacations uses Keatext text analytics and sentiment analysis to improve customer happiness. Continue reading → The post Text Analytics and CustomerCount reporting improves customer experience appeared first on CustomerCount.

Analytics 75

Analytics Customer Experience 75

Talkdesk

OCTOBER 5, 2020

From simple things like remote connectivity or equipping your team with hardware, to how the best customer experience (CX) can be delivered. 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.

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

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

SharpenCX

OCTOBER 27, 2021

Contact center leaders turned to customer and agent analytics to catapult performance to new heights. And, they’ve significantly improved their customer experience and satisfaction along the way. >> Learn More: How Centricity improved CSAT by 15% and reduced callbacks by 16% . Now, agent bonus structures factor in ACR.

Analytics 128

Analytics Coaching Contact Center Metrics 128

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.

Call Center 185

Call Center Analytics Contact Center contact center solutions 185

Quadient

JULY 25, 2022

Customer Journey Analysis in 6 Easy Steps. The customer experience is the sum of all the interactions that a customer has over the life of the relationship with the brand. One of the ways we understand the customer’s experience is through mapping and analyzing the journey through all customer touchpoints.

Journey mapping 52

Journey mapping Transportation Analytics Customer Experience 52

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Customer Experience 94

Customer Experience Metrics Feedback Analytics 94

CSM Magazine

JANUARY 2, 2024

These VIP patrons demand a personalized and seamless experience, and casinos can meet these expectations by leveraging data analytics. Harnessing the power of data gives casinos valuable insights into customer preferences, behaviors, and trends. Building Customer Trust Transparency is key in the high roller segment.

Analytics 52

Analytics Entertainment Customer Service Benchmark 52

Lumoa

DECEMBER 18, 2017

The topic of customer experience has been trending throughout this year. More and more companies put a customer at the centre of their business operations. Customer experience and engagement are already changing the way businesses work covering larger and larger industries. State of CX - where are we going?

Analytics 109

Analytics Customer Experience Journey mapping Automotive 109

Taylor Reach Group

AUGUST 26, 2020

Again, one can argue that even though the results are not 100% accurate, they are good enough to be used in our analysis; and that errors of coding or other exact definitions should wash out over the sample. Although too many (say more than 30) makes the analysis time consuming. What if a repeat call was coded incorrectly?

Analytics 121

Analytics Interactive Voice Response Contact Center CRM 121

DMG Consulting

SEPTEMBER 24, 2021

The Transformational Value of Interaction Analytics. INTERACTION ANALYTICS (IA) has proven its worth and benefits in the best and worst of times. Interaction analytics is the only application that can provide this variety of information. July 7, 2021 Donna Fluss. View this article on the publisher’s website.

Analytics 77

Analytics Enterprise Contact Center Quality management 77