The Straight Scoop on Contact Center Analytics

Contact Center Pipeline

Most contact centers know they need a more analytical approach to understanding the customer experience. In our 2017 Workforce Optimization Survey, a high percentage of centers indicated that analytics falls within the “Have but do not use effectively” category.

Set Your Speech Analytics Program Straight

Call Center Coach

But, there is a way to right the ship and course correct your speech analytics program. They will discuss the initial launch, how to overcome internal challenges and ongoing utilization of speech analytics to drive sustainable success in the modern contact center.

SAS Analytics Experience, Amsterdam

Peter Lavers

Peter Lavers will be attending the SAS Analytics Experience conference in Amsterdam this October – their showcase in Europe of the latest innovations in data and analytics. The post SAS Analytics Experience, Amsterdam appeared first on Think CX.

What Is Voice Analytics? Definition, Tips, Best Practices, and Challenges of Voice Analytics

Callminer

Definition of Voice Analytics Voice analytics are the use of a voice recognition tool to analyze and record a spoken conversation. Not only does voice analytics software translate speech to text, it can also identify speaker emotion and intent by analyzing audio patterns.

Small Call Centers Go Big with Speech Analytics

Call Center Coach

Small Call Centers Go Big with Speech Analytics. Well ‘small’ is not a barrier for speech analytics in contact centers anymore. Small Call Centers Go Big with Speech Analytics Click to Tweet. For many small to midsized contact centers, speech analytics has been out of reach.

Enterprise Uses of Speech Analytics (whitepaper)

DMG

Enterprise Uses of Speech Analytics (whitepaper). Since you can’t be everywhere watching and evaluating the customer experience, speech and text analytics is the next best thing. 5/1/2017. By Donna Fluss. Introduction. Wouldn’t it be great to share in the journey of each of your customers; to know what they think about your employees, policies, products, services and competitors? To be able to capture insights about what it’s really like to transact business with your company?

Trends in Workforce Management and Integrated Analytics

The Northridge Group

At the same time, the advanced data analytics that are now available to forecasters allow them to better predict call drivers, the events that trigger calls.

Guest Blog: Six Ways Predictive Analytics Enhances Customer Relations

ShepHyken

This week we feature an article by Jarrin Howard who writes about how predictive analytics can enhance customer relations. – Shep Hyken. These are common examples of sites using predictive analytics catering to individual customer preferences.

Customer Engagement Center Capabilities: Reporting and Analytics

Aspect

Data only benefits companies if it provides insights that they can grow and learn from, and that is exactly what the reporting and analytics feature of Aspect Via was created to do. The post Customer Engagement Center Capabilities: Reporting and Analytics appeared first on Aspect Blogs.

Why You Should Add Predictive Analytics to Your CEM Toolbox

Callminer

The post Why You Should Add Predictive Analytics to Your CEM Toolbox appeared first on CallMiner. Call Center Best Practices Contact Center Efficiency Customer Experience Speech Analytics

5 Ways Speech Analytics Helps Improve the Patient Experience

Callminer

The post 5 Ways Speech Analytics Helps Improve the Patient Experience appeared first on CallMiner. Agent Performance Call Center Best Practices Contact Center Efficiency Customer Experience Speech AnalyticsIf there’s any industry that’s in the midst of a transformation, it’s healthcare.

Speech Analytics: Magic, Mystery or Method?

CCNG

The discovery of a cryptic scrawled … Continue reading Speech Analytics: Magic, Mystery or Method? → Customer Experience Speech Analytics Who doesn’t love a good whodunit?

Choose the Right Speech Analytics Technology

Aspect

In my last blog , we talked about the huge gulf between the value of speech analytics and the actual use of speech analytics in contact centers. Source: CallMiner, Choosing the Right Technology for Your Speech Analytics Project , Marie Meeter.

CallMiner CTO, Jeff Gallino, Shares Insights on Achieving ROI with Interaction Analytics

Callminer

At a recent event in London, CallMiner CTO, Jeff Gallino, shared advice on how best to achieve ROI from Interaction Analytics. Gallino cited three areas to focus on to realize ROI from Interaction Analytics. Call Center Best Practices Customer Experience Speech Analytics

Speech Analytics Surprises

Win Big Workshops Talk It Up!

Speech Analytic Surprises BY SCOTT BAKKEN, MAINTRAX “I don’t understand how my organization can use speech analytics.” This is a statement I hear often from those who don’t have speech analytics, as well as those who do. Speech analytics has the potential to transform an organization and its relationships with customers, but organizations seldom harness its power to make that happen.

Top 3 Reasons Your Call Center Needs Customer Engagement Analytics

Callminer

The post Top 3 Reasons Your Call Center Needs Customer Engagement Analytics appeared first on CallMiner. Call Center Best Practices Customer Experience

Scouting Report: Speech Analytics Enters Its Next Act — Maturity

DMG

Scouting Report: Speech Analytics Enters Its Next Act — Maturity. The speech analytics market continues on its remarkable journey as it matures, enters middle age, and confronts a variety of new challenges. The primary issues are these: Speech analytics is not yet considered a “must-have” application; analytics-enabled quality assurance (AQA) has not caught on; real-time speech analytics has a limited number of use cases; and text analytics continues to struggle to be noticed.

The Case For Desktop Analytics

Monet Software

While Monet is pleased to offer both speech analytics and desktop analytics solutions, we tend to focus more on speech analytics because we’re hearing more customer interest in this capability, and its adoption into forward-thinking contact centers has become mainstream over the past few years.

I feel the need, the need for speech (analytics)

Aspect

Expensive, unwieldy, on-premises call recording and speech analytics software has in the past offered some solutions for specific needs which still benefit organisations today, such as word spotting, evaluation of customer sentiment and compliance.

Data Analytics: The Next Step for Regional Banks?

Revation Systems

Data analytics is a key component of many organizations’ strategy to improving customer service and internal processes and making decisions based on facts rather than instinct. So what is data analytics? The post Data Analytics: The Next Step for Regional Banks?

Top 3 Reasons Why You Need Customer Interaction Analytics

Aria Solutions

Once you get to a phase when you no longer have data silos across business systems, it is important to start looking for a good operational, employee, and customer interaction analytics application. Such customer interaction analytics applications cannot be underestimated.

Using Interaction Analytics to Improve the Customer Journey (whitepaper)

DMG

Using Interaction Analytics to Improve the Customer Journey (whitepaper). Sharing speech and text findings with a customer journey analytics (CJA) solution is a great way to expand the benefits and contributions of Interaction Analytics. 4/21/2017. By Donna Fluss. Introduction. To continue reading, download the PDF by registering below: DOWNLOAD. Thank you for your interest in DMG Consulting’s publications.

Speech Analytics: Houdini or Whodunit?

Win Big Workshops Talk It Up!

Speech Analytics: Houdini or Whodunit? BY CHRIS LAWSON, LAWSON CONCEPTS Who doesn’t love a good whodunit? As an avid mystery reader, I enjoy the plot twists and turns and characters that flip-flop between villain and hero.

LISTEN 2016 to Highlight the Benefits of Speech & Customer Journey Analytics

Callminer

The post LISTEN 2016 to Highlight the Benefits of Speech & Customer Journey Analytics appeared first on CallMiner. Agent Performance Call Center Best Practices Customer Experience Customer Journey Speech AnalyticsIn today’s customer landscape, the “customer experience” has evolved from a buzzword to a top priority for any organization regularly interfacing with customers.

Automation in the Call Center with Robotics and Desktop Analytics

Bright Pattern

Robotics and robotic process automation (RPA) have been around a long time, but are now only just being used significantly in the call center. RPA is about improving workflow by automating common tasks and freeing live agents to do what they do best - care for customers. Companies are using RPA more and more because of its accuracy and it’s time and cost savings. Automation RPA

Demystifying Speech Analytics

Aspect

Everybody likes a good mystery but not when it comes to operating a contact center – and speech analytics software continues to be a mystery to many contact center decision-makers despite the fact that it has proven to be an extremely valuable workforce optimization tool.

Speech Analytics: Changing the Game for Contact Center Technology

inContact

Speech Analytics allows customer support organizations to analyze audio of customer interactions for mentions of keywords or phrases, call themes, as well as the sentiment and emotions of callers. One reason for the struggle with Speech Analytics is a lack of in-house analytical talent.

How to take action with Call Center Analytics

Customer Relationship Metrics

Those measuring the customer experience and those delivering the customer experience must work in concert to define the specific business need to take action with call center analytics. “Understanding call center analytics is becoming necessity for high-performing leaders.”

Adventures in Speech Analytics- Part III

Call Center Weekly

Where we last left off, I discussed how queries are a major aspect of Speech Analytics. Well, the good news is that you are not out of luck and that leads us to part three of “Adventures in Speech Analytics”- Ad Hoc searches. By Diana Aviles Here we are… Part III is finally here!

Selecting the Right Recorder to Power your Speech Analytics

OrecX

Speech analytics can help your contact center and business garner invaluable customer intelligence which you can use to dramatically enhance service, increase sales conversion percentages, understand buying behaviors, rescue defecting customers and so much more.

Debt Collection Agencies Leverage the Power of Speech Analytics

Win Big Workshops Talk It Up!

Debt Collection Agencies Leverage the Power of Speech Analytics BY SCOTT BAKKEN, MAINTRAX The debt collection industry is indebted to speech analytics. Prior to the advent of speech analytics, the only way to monitor agent-customer conversations was to.

Survey Says – Time for Speech Analytics

Monet Software

It seems like every time another survey is conducted on speech analytics, the results confirm what we already knew. There was a recent study by a speech analytics provider that found 47% of users are now able to identify customer issues and resolve them quickly.

Time to Talk Seriously about Speech Analytics in the Contact Center

Aspect

Get ready for the next big thing in contact center workforce optimization: Speech Analytics. Even though speech analytics was introduced to the contact center industry back in 2003, Aberdeen Group reports that only about 15% of contact centers currently use speech analytics.

5 Reasons Why Your Contact Center Needs Speech Analytics

inContact

Today more and more companies are utilizing speech analytics technology to gain customer insight and enhance the quality management (QM) processes. Speech analytics gives you the ability to understand more about your customers’ needs without having to rely on finicky survey results.

Minimizing contact center analytics’ “big brother” perceptions

DMG

Question: We are adding speech, text and desktop analytics solutions in our contact center. Answer: Helping agents understand how contact center analytics can contribute to their success is key. While it is true that contact center analytics provide managers with greater insight into what agents say, type and view during their workday, this is only a small part of what these applications offer.

Why Do I Need to Add Speech Analytics to My Call Recording Software?

OrecX

Businesses that understand this are now taking their call monitoring strategies a step further by implementing speech analytics to automatically categorize and analyze recorded calls. The Business Value of Call Recording with Speech Analytics. When a business adopts a speech analytics solution, they have access to the following: Call recordings of every conversation in real time. Here are some specific ways speech analytics can add value to a business.

The Challenges with Call Center QA Analytics

CSR Inc.

Defining Call Center Analytics What, exactly, are call center analytics, and how do they impact call center QA? Analytics are the information that results from analysis of data or statistics. But analytics can make the job of evaluating call center ops easier… or more difficult.

5 More Benefits of Speech Analytics

Monet Software

In several previous blogs we’ve listed some of the ways in which speech analytics could improve customer service at your contact center. But before you take a look, here are some additional benefits of contact center analytics. Speech analytics will track patterns where such questions come up frequently, so it’s possible for agents to provide information about this issue at the time of purchase. Looking for more reasons to add speech analytics to your contact center?

The Rise Of AI-Fueled Speech Analytics: Key Takeaways From Forrester’s New Wave™

Ian Jacobs

The recently published report, “The Forrester New Wave™: AI-Fueled Speech Analytics Solutions, Q2 2018” report identified the 11 most significant players in this market: Aspect, CallMiner, Clarabridge, Cogito, Genesys, Invoca, Mattersight, NICE, OpenText, Tethr, and Verint.

Guest Blog: Left Brain, Right Brain: Aligning Internal Culture and Customer Analytics

ShepHyken

But customer analytics have more to tell you than scores alone. Customer analytics, used appropriately, can be the healing salve for a broken internal culture. The post Guest Blog: Left Brain, Right Brain: Aligning Internal Culture and Customer Analytics appeared first on Shep Hyken.