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

LiveVox

NOVEMBER 3, 2022

The post Customer Experience Analytics: What Is Text Sentiment Analysis And How Can You Use it In Your Contact Center? With Examples) appeared first on LiveVox. Customers may keep their opinion private to avoid conflict. This could leave companies in the […].

Contact Center 52

Contact Center Analytics Customer Experience 52

CSM Magazine

APRIL 29, 2024

In this article, we’ll explore five key capabilities of BI that empower businesses to monitor social media conversations, analyze sentiment, conduct competitor analysis, create customized dashboards and reports, and integrate social media data with other sources for comprehensive analytics.

Analytics 52

Analytics Metrics CRM APIs 52

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

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

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

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

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

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

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. Examples of some behavioral questions: How do you go to your workplace?

Surveys 83

Surveys Feedback Banking Best practices 83

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 64

Analytics Airlines Engineering Construction 64

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

Pointillist

MARCH 20, 2020

Over the past few years, CX leaders have adopted customer journey analytics to connect the dots between customer behavior and the KPIs by which businesses are measured. So, how are leading enterprises using customer journey analytics in the real world? So, how are leading enterprises using customer journey analytics in the real world?

Analytics 70

Analytics Upselling Interactive Voice Response Banking 70

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. An example of this would be if you’re deep diving into cable box issues and you encounter a caller who is having issues with his phone service.

Analytics 136

Analytics First call resolution Accountability outsourcing 136

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

MiaRec

AUGUST 30, 2023

John provides insightful examples of how MiaRec's solutions are enhancing agent training, customer satisfaction, retention, and compliance adherence. He also offers valuable advice for setting up successful topic and sentiment analysis initiatives.

Analytics 52

Analytics Call Center Contact Center Sales 52

AWS Machine Learning

NOVEMBER 22, 2022

For example, marketing could use this data to create campaigns targeting different customer segments. Traditionally, this data is collected via a batch process and sent to a data warehouse for storage, analysis, and reporting, and is made available to decision-makers after several hours, if not days. The pasta was delicious.

APIs 68

APIs CRM Feedback B2C 68

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

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

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

Quadient

JULY 25, 2022

Customer Journey Analysis in 6 Easy Steps. What is Customer Journey Analysis? Examples of interactions include contacting customer service, creating an online account, paying an invoice or making a purchase or interacting with a brand on social media. . A vital part of customer journey management is customer journey analysis.

Journey mapping 52

Journey mapping Transportation Analytics Customer Experience 52

Serenova

DECEMBER 4, 2019

Analytics are becoming vital to bring about improvements to the agent experience—ultimately reducing turnover rates and improving the service agents deliver. They also may couple this with contact-center agent performance, independently gathered sentiment analysis of customer interactions, and competitive analysis.

Analytics 89

Analytics Chief Customer Officer Gamification Coaching 89

CSM Magazine

JANUARY 2, 2024

These VIP patrons demand a personalized and seamless experience, and casinos can meet these expectations by leveraging data analytics. In this article, we will explore how casinos can use data analytics to enhance high roller customer service and ultimately drive business success.

Analytics 52

Analytics Entertainment Customer Service Benchmark 52

DMG Consulting

APRIL 14, 2023

Interaction Analytics: Listening in on the Omnichannel Customer Journey View this article on the publisher’s website. Interaction analytics (IA) literally listens to (or reads) the voice of the customer and interprets what they are saying (or writing) and how they feel about a company, product, or service.

Analytics 48

Analytics Quality management Enterprise Contact Center 48

NobelBiz

FEBRUARY 22, 2023

This article focuses on the crucial role of customer data analytics in contact center performance and customer experience. Table of Contents show What is Customer data analytics? Customer data analytics uses customer behavior data to assist in crucial business decisions through market segmentation and predictive analysis.

Analytics 52

Analytics Contact Center Call Center call center workforce 52

Expivia

NOVEMBER 20, 2020

This week we will be talking about 10 unique use cases for speech analytics. Speech analytics is evolving to have use cases not yet thought of. For those of you who use speech analytics and want to expand the ROI for them, this is for you. Using speech analytics we can determine how much silence a call contains.

Analytics 98

Analytics Morale Finance Benchmark 98

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

JustCall

APRIL 28, 2022

That’s the core idea of conversation analytics. In this guide, we’ll cover what is conversation analytics, how to choose the right conversation analytics tool and other related details. What is Conversation Analytics? How Does Conversation Analytics Work? How Does Conversation Analytics Work?

Analytics 52

Analytics Sales voip Call Center 52

JustCall

APRIL 28, 2022

That’s the core idea of conversation analytics. In this guide, we’ll cover what is conversation analytics, how to choose the right conversation analytics tool and other related details. What is Conversation Analytics? How Does Conversation Analytics Work? How Does Conversation Analytics Work?

Analytics 52

Analytics Sales voip Call Center 52

DMG Consulting

JUNE 12, 2022

Getting Started with Real-Time Speech Analytics. Real-time speech analytics is a highly beneficial and practical artificial intelligence (AI)-based application that should be used by contact centers to “listen” to customer conversations and provide guidance to agents as they are helping callers. June 2022 By Donna Fluss.

Analytics 62

Analytics Contact Center Best practices Consulting 62

JustCall

DECEMBER 7, 2022

Well, there are sales metrics and sales analytics software to take you closer to goals. Read on to know how to track and improve your sales performance by using the right metrics and analytical tools. What is Sales Analytics? Sales analytics is the process of generating actionable insights from the sales data.

Analytics 52

Analytics Sales CRM Metrics 52

CSM Magazine

MARCH 16, 2023

You may be asking what Pi has to do with customer data analytics in contact centres? We do not question the integrity of this analysis or the results derived. For example, there is an ongoing paranoia around transcription accuracy and a distrust of insights if a transcription is not 100% accurate. Well, please bear with me.

Analytics 52

Analytics Coaching Finance Upselling 52

Noble Systems

JANUARY 30, 2020

Over the last ten years, speech analysis has been catapulted into a future we did not expect. Here, speech analytics is not used simply to understand the customer and answer a question, but rather to understand why the customer is calling, whether they’re happy, and if their mood is indicative of a trend that requires attention.

Analytics 66

Analytics Enterprise Interactive Voice Response Contact Center 66

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. Why you should use text analytics. With text analytics, you can analyze a huge volume of customer comments in a way that’s also scalable. .

Analytics 88

Analytics Customer Experience Surveys Feedback 88

JustCall

MAY 2, 2022

Speech analytics is one such technology that allows companies to increase their sales by tailoring their interactions with prospects and enhancing sales pitches. So, if you are yet to integrate speech analytics into your system, it is high time to do so. What is Speech Analytics? The term “speech analytics” is self-explanatory.

Analytics 52

Analytics Sales Customer Service Scripts 52

Lumoa

JANUARY 23, 2018

Instead it is the unstructured nature of the data which makes it challenging to tackle with any traditional means of analytics. This situation is where automated text analytics is brought in: it can help in sorting out the key topics talked about and reveal the general sentiment per topic. Which one should be tackled first?

Analytics 121

Analytics Feedback Metrics Customer Experience 121