What is customer journey analytics?


Find out how customer journey analytics break down data silos to provide better insight throughout the customer journey Customer interactions don’t exist in a vacuum, and neither should your data.

What Call Center Managers Need to Know About AI Text Analytics

Contact Center Pipeline

Text analytics has already expedited delivery of excellent customer service in innovative ways for call centers. Advanced text analytics technology has evolved to provide this capability.


Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Speech Analytics and Modernizing Agent Performance Measurement with the Customer in Mind

Contact Center Pipeline

Speech analytics using machine learning and AI are already making an impact within contact centers, but most of the 30-plus vendors I collaborate with are still trying to figure out how to best utilize their own […].

What is sales conversation analytics?


This blog explores how sales conversation analytics can help you shorten sales cycles, train top-performing sales reps, and increase win rates

8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

Davy Crockett, Analytics and the New Frontier

Contact Center Pipeline

Technology AI-enabled technology analytics call center cloud analytics contact center customer experience employee engagement WFH work from homeI wasn’t planning on ever sharing this information with anyone, but we’re all friends here. Right?

What is conversation analytics?


Conversation analytics offers the potential for organizations to better understand their customers. Read more about how to get the most out of this powerful technology and why it matters

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.

What Are Customer Analytics?


Learn what makes customer analytics so powerful in providing actionable developmental insights to growing companies

What is Text Analytics?


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

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.

The Transformational Value of Interaction Analytics

DMG Consulting

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.

CallMiner named a leader in 2022 SPARK Matrix™ for Speech Analytics


Learn more about the global market for speech analytics and conversation intelligence within the customer experience in this 2022 SPARK Matrix independent analyst report

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. We also see many centers evaluating analytics offerings while others place them on their wish lists. […]. Technology analytics call center contact center customer data predictive analytics

Call center analytics software buying guide


Call center analytics software is an important tool in optimizing, growing and making your call center more efficient. Learn what's needed to discover and acquire the best solutions on the market

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.

How Analytics Will Earn Contact Centers a Seat at the C-Suite Table

Contact Center Pipeline

Big data analytics is about to explode, marking a watershed moment for contact centers. Sponsored Posts Strategic planning Technology analytics big data customer experience CX

Interaction Analytics: What’s Driving Adoption

DMG Consulting

Interaction Analytics: What’s Driving Adoption. INTERACTION ANALYTICS (IA) has proven its worth and benefits in the best and worst of times. This analytics application helped enterprise and contact center executives navigate uncharted territory by giving them information and insights to keep them apprised of the state of their customers and employees. Interaction analytics is the only application that can provide this variety of information.

Applying Advanced Call Analytics


The post Applying Advanced Call Analytics appeared first on TCN. Call Center AnalyticsRunning a call center is like being a long-distance runner, you need to make sure.

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. Because of that, everyone else’s ears perk up a little bit, the notebooks and pens come out to scribble down the firehose of information being shared, and […].

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.

24 Marketers, CX Experts & Analytics Pros Reveal the Most Creative Uses of Predictive Analytics to Improve the Customer Experience


Marketers, analytics pros, and CX experts named these the most innovative ways companies are leveraging predictive analytics to improve customer experience

How to Apply Predictive Analytics to Post-COVID Recovery, Part 1

Contact Center Pipeline

Strategic planning contact center COVID-19 customer data customer feedback engagement analytics predictive analytics predictive models remote monitoring VoC voice of the customer work from home

Edify Announces Enhanced Reporting and Analytics Functionality


PR Press Release analytics contact center softwareContact: Liz Cahill for Edify Labs.

Act on Early Warnings with Proactive Analytics

NICE inContact

One tool that helps businesses know their customers better, anticipate their needs, and proactively address emerging issues is interaction analytics. A recent Aberdeen report stated that 59% of companies rate Augmented Analytics as critical or very important in the COVID-19 environment.

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.

The importance of text analytics for timeshare resorts


Unstructured survey questions are where resorts will find the real answers when looking at their customer experience and the latest text analytics software can help uncover the true meaning. The post The importance of text analytics for timeshare resorts appeared first on CustomerCount.

Augmented Analytics: Frequently Asked Questions


Augmented Analytics is one such emerging technology that has completely changed the way people perceive data analytics, data manipulation, monitoring, and, data literacy. What is Augmented Analytics? Augmented Analytics is an automated system that gathers and analyses data.

The Dynamic Duo: Speech Analytics & CRM


Speech analytics technology and built-in CRM platforms are two distinct, but critical, tools to improve operations in a contact center. Below we dive into the dynamic duo and explore ways that speech analytics and CRM […]. Speech Analytics

CRM 83

Success Story: Using Data Analytics to Improve First Contact Resolution in Healthcare Contact Centers

The Northridge Group

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.

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.

What is conversation analytics? Everything you need to know


Conversation analytics. Conversation analytics is the amalgam of a whole lot of those fancy new technologies, as it combines machine learning, AI, and insights from your customer conversations. What is conversation analytics, anyway? That’s where conversation analytics comes in.

How VOC Analytics Improves Contact Center Performance

CX Accelerator

Contact centers are big on analytics. VOC analytics complement the call center’s internal KPIs and can provide a better view of a company’s overall performance.

Descriptive Analytics vs. Predictive Analytics: What’s the Difference?


Call center analytics software makes it possible to make sense of the noise. The post Descriptive Analytics vs. Predictive Analytics: What’s the Difference? AnalyticsWe live in a world with an abundant supply of data.

Evaluating AI-driven analytics for radiology: What “good” looks like


But the field of AI-driven analytics is often new to radiologists and their organizations. In my last post, we explained the technical terms that anyone shopping for a clinical analytics solution must understand to make [.]

Optimizing Customer Experience Data to Drive Business Success

Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line!

How to Apply Predictive Analytics to Post-COVID Recovery, Part 2

Contact Center Pipeline

Strategic planning call center hiring contact center COVID-19 customer data customer feedback data security predictive analytics predictive models remote monitoring strategic planning work from home

How Customer Analytics Can “Up” Your CX Game

The Northridge Group

Taking a deeper dive by honing-in on the data that is readily available to you and investing in the right analytics practices can help you improve customer satisfaction, propel your business forward and take your customer experience from great to even greater.

Mono Recordings Lead to Flawed or Incomplete Analytics


Call recorders serve many functions, and one of their most valuable is the ability to feed recorded audio to transcription and conversational analytics engines to distill customer insights that move the needle on performance and revenue.

The Reviews Are In! CallMiner Delivers Across Speech Analytics, Contact Center Ops and Quality of Support


Read this blog to see how customers rate CallMiner across speech analytics, contact center operations and quality of support on G2

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.