Analytics Coming of Age

Contact Center Pipeline

Technology agent performance analytics call center coaching contact center customer effort customer sentimentAccording to the Merriam-Webster dictionary, “coming of age” is defined as the attainment of prominence, respectability, recognition or maturity.

Speech Analytics in 2019 and Beyond: With Change Comes Opportunity

Contact Center Pipeline

Speech analytics call center contact center desktop analytics desktop tools screen sharing speech analytics text analyticsIf you’ve been lucky enough to be in the audience when an engaging speaker hits the stage, you know that his or her first words come with authority.

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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.

7 Speech Analytics Mistakes That Can Cost You Big

Call Center Coach

Finding the right Speech Analytics Solution starts with knowing the right questions to ask. It’s also important to know that avoiding Speech Analytics mistakes requires you to know the questions not worth asking. Speech Analytics Mistake #1 : Being driven by misconceptions.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

The Evolving Capabilities of Conversation Analytics

Noble Systems

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. The business benefits of speech analytics.

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


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.

Guest Blog: Six Ways Predictive Analytics Enhances Customer Relations


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.

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.

4 Ways Data Analytics Transforms the CX

The Northridge Group

advanced analytics Big Data Customer Experience data analyticsToday’s business environment is constantly evolving, but the consumer’s expectations are as focused as ever on the fundamentals of genuine, personalized, effortless and effective service.

Speech Analytics 101: Hours of Research in 30 Minutes

Speaker: Roger Lee, Director Customer Success, Gridspace

Join Roger Lee, aka Professor CXi, Customer Success Leader with Gridspace, as he shares valuable insights that will help make you an informed buyer.

Emotion Analytics is at the Heart of Customer Experience Innovation


And now, with the help of emotion analytics, more companies are tuning into their customers’ feelings in an attempt to learn what makes them tick. What is emotion analytics? Research indicates that over the next five years, the emotion analytics market will register a 60.8%

Reflections on a text analytics webinar


Discovering the exciting world of text analytics and artificial intelligence with Keatext and CustomerCount. Continue reading → The post Reflections on a text analytics webinar appeared first on CustomerCount. News Keatext text analytics

ROI from your investment in speech analytics? Absolutely!


While recent data show there is a growing and pronounced trend in the deployment of speech analytics to improve overall contact center performance and compliance, recent market penetration data shows that over 60% of US based contact centers have still not implemented a speech analytics solution.

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.

Reducing Agent Effort and Lowering AHT for a Better CX

Speaker: Roger Lee, Director - Customer Success, Gridspace

How do you ensure your customer service team is communicating accurate, complete information, and how do you know they are providing appropriate products/solutions to better serve customers? Join CCNG for an exploration into how AI will improve both the employee and customer experience.

Journey Analytics


The post Journey Analytics appeared first on Concentrix. Learn how to engage with customers in real time at every step along their journey. Fact Sheets Resources Fact Sheet

Analytics and Jeopardy: Changing the game


Many may draw the conclusion that […] The post Analytics and Jeopardy: Changing the game appeared first on What’s next. Customer experience AI analytics Artificial Intelligence intelligent engagement

22 Call Center Technology Leaders Reveal the #1 Mistake Companies Make When It Comes to Purchasing Speech Analytics Software


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. Call Center Best Practices Speech Analytics

Add text analytics to your marketing strategy


Continue reading → The post Add text analytics to your marketing strategy appeared first on CustomerCount. News fake reviews Keatext marketing strategy text analytics

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

of analytics solutions, many decision makers may be trying to cut through. INTRODUCTION Business Transformation and Analytics: Driving Change in a Customer-Centric World | 3. analytics to inform change but admit to. of executives agreed that data and analytics.

Call Center Analytics and Metrics

Monet Software

Analytics” is one of those terms that many business people use, even while they may disagree on its exact definition. For the purposes of this paper, we will define analytics this way: It is the discovery and communication of meaningful patterns in data. Analytics can take many forms.

What is a “Reasonable Analytics” Blocking Algorithm?

Noble Systems

But let’s focus here on the FCC’s statement “voice service providers may offer opt-out call-blocking programs based on any reasonable analytics designed to identify unwanted calls.” [1]. Varying Definitions for Reasonable Analytics.

A Roadmap to Success with Speech Analytics


Likewise, you’ll want to map out your destination when using speech analytics. Speech analytics provides business intelligence by uncovering content that otherwise might not be discovered. This is about determining your objectives in using speech analytics.

Why You Should Add Predictive Analytics to Your CEM Toolbox


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

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

Analytics. analytics software provider. analytics. of analytics, companies can. Enable data-driven workforce optimization (WFO) to support every communication channel Deploy advanced data analytics that reveal powerful voice-of-the-customer insights to.

Big Data Analytics Creates Smart Contact Centers


Collecting the information is the easy … Big Data Analytics Creates Smart Contact Centers Read More ». The post Big Data Analytics Creates Smart Contact Centers appeared first on Ansafone Contact Centers.

Removing The Training Wheels - Self Service Solutions in Speech Analytics

Call Center Weekly

By Diana Aviles I feel like I often say, “One of the biggest challenges in speech analytics is.” Remember, at the end of the day as speech analysts you should be aiming to spread the word about speech analytics as much as possible. CCW Speech Analytics

Enterprise Uses of Speech Analytics (whitepaper)

DMG Consulting

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?

5 Ways Speech Analytics Helps Improve the Patient Experience


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.

The Health of the Contact Center: Are You Ready for 2019?

speech analytics as the tool that will have the biggest. Using speech analytics, contact centers can translate. SECTION 5: How to Impact Agent Experience Today: The Path to Zero Attrition 21 Calabrio is a customer engagement software company that provides analytic.

Beginner’s guide to voice analytics expertise


Before making an investment on voice analytics (a worthwhile investment nonetheless), it’s a good idea to brush up on what kinds of things a reputable voice analytics platform should offer. Two words: voice analytics. The 411 on voice analytics.

NPS and Text Analytics—Customer Feedback Decoded


This is where text analytics comes into play. The post NPS and Text Analytics—Customer Feedback Decoded appeared first on CustomerGauge. Analysis Blog Churn Featured analytics NPS root cause analysis text analysis

Speechless? Step Up to Speech Analytics

Monet Software

Many organizations have told us about the difference that Verint Monet Speech Analytics has made in the efficiency of their contact centers, and how many customer relationships have been improved or saved by the rapid response to real-time situations that it makes possible. Analytics Blog

Customer Engagement Center Capabilities: Reporting and Analytics


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.

Super Charge Your VOC Program with Speech Analytics

Speaker: Roger Lee, VP Customer Success, Gridspace

Emotional connection to the brand is a focus for many CX professionals in 2020. There is an easy way to consume, analyze and drive action with these insights. Using speech analytics to listen to all voice interactions, both live and recorded, will quickly provide what is working and not working between your customer service advocates and your consumers. During this interactive discussion you will learn why the behaviors listed below should be focused on within your quality monitoring and coaching program

Reach New Speeds to Insight with a Speech Analytics Strategic Blueprint Workshop

Contact Center Pipeline

“I don’t understand how my organization can use speech analytics.” This is a statement often heard from those who have speech analytics just as often as from those who don’t. Speech analytics has the potential to transform an organization and its customer relationships, but organizations seldom harness its power because their journey to speech begins […]. Speech analytics call center call center technology contact center speech analytics