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6 Benefits of Real-Time Speech Analytics Contact Centers Cannot Ignore

Provana

Real-time speech analytics technology has tremendous potential to transform any collections-focused call center from the inside out. Read all benefits here

Analytics 158
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Analyzing the Analytics

Contact Center Pipeline

Analytics, namely the analysis of data such as through software tools to obtain meaningful and actionable insights, is central to the contact center. Understanding customers and contact center agents, and their interactions and experiences from this data via analytics, […].

Analytics 141
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What is customer journey analytics?

Callminer

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.

Analytics 318
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Inside View: Laura Sikorski on Analytics

Contact Center Pipeline

I had a conversation recently with Laura Sikorski, who is an independent consultant and leading contact center industry authority, on the critical topic of analytics. “An An example of a lesson learned with analytics is the increased usage of the chat channel—about 20% per year since 2016.”

Analytics 141
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Leveraging Data Analytics to Optimize the Customer Experience

Speaker: Nathan Hart, Mary Kane & Imran Mohammed

Join The Northridge Group for an exploration into how a data-driven root cause analysis of Contact Center First Contact Resolution (FCR) issues can lead to actionable insights to resolve FCR problems, improve Customer Experience, and reduce costs!

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25 use cases & examples of real-time analytics

Callminer

Read this blog to better understand what real-time analytics is and how it works, as well as 25 real world examples of how organizations across a range of industries benefit from real-time analytics

Analytics 182
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Best Software for Speech Analytics

JustCall

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.

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Analytics-Infused Training: How to Nurture Agent Growth and Customer Happiness

Contact Center Pipeline

Technology analytics call center reporting contact center training sentiment analysis speech analytics text analytics voice of the customerContact centers are complex and unique businesses. Some are five agents strong while others employ thousands.

Analytics 229
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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.

Analytics 141
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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?

Analytics 141
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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!

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25 benefits and best practices to get started with real-time analytics

Callminer

Read this blog for expert tips and best practices for getting started with real-time analytics tools Companies today manage ever-increasing volumes of data.

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What Are Customer Analytics?

Callminer

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

Analytics 198
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What is conversation analytics?

Callminer

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 182
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What is sales conversation analytics?

Callminer

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

Analytics 182
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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.

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What is text analytics and how does it work?

Callminer

Text analytics has become an important technology for businesses across a wide variety of sectors and industries. This blog explores how text analytics works and how it’s currently used

Analytics 182
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What is omnichannel customer experience analytics, and how should you use it?

Callminer

Understanding omnichannel customer experience analytics is essential to satisfying customers and maintaining a competitive edge. Read this blog to learn how to put analytics to use

Analytics 182
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What is Text Analytics?

Callminer

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

Analytics 182
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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.

Analytics 130
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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.

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AI Analytics: Overcoming the Limitations of Traditional Engagement

CCNG

Without strategic analytics, multiple data sources can create their own set of challenges on top of the ones they are meant to solve. Add the analytics in and you can customize all the nuances of a user's journey to move them in more effective ways.

CCNG 195
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26 Contact Center Analytics Software Terms You Should Know

MiaRec

If you work in a contact center or in customer service, or if you are responsible for the quality of customer interactions in any way, then it's essential to be familiar with the terminology used in contact center analytics software.

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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. 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

Analytics 170
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Interaction Analytics Helps Companies Hear their Customers

DMG Consulting

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.

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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.

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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.

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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 […].

Analytics 130
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Speech Analytics - Challenges and Opportunities for Collection Agencies

Provana

To boost productivity without neglecting compliance, call center-based companies must look to advanced speech analytics (SA) platforms to provide a positive consumer experience while bolstering revenue.

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Top marketing analytics presentations

Callminer

For all of the benefits of using marketing analytics, many companies and senior marketing executives continue to struggle with implementing marketing analytics and using analytics tools effectively

Analytics 182
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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.

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Introducing Love At First Sight: A Voice Analytics Cookbook

MiaRec

Speech Analytics Quality ManagementHave you ever tried to start a journal or a letter only to stare at blank pages? Or have you ever wanted to paint something only to feel intimidated by the white canvas in front of you?

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

Callminer

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

Analytics 275
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Use These 3 Speech Analytics Features to Improve Your Quality Assurance Program

Provana

This explains why most collection agencies use speech analytics platforms to test, flag, and evaluate their calls. analytics speech analytics ICAP Collections agent performance coaching collection agency employee traning agent scorecard

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Call center analytics software buying guide

Callminer

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

Analytics 182
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Speech Analytics for Collections – How to Get Maximum Value

In the age of automation and AI, it's easy to expect a lot from speech analytics platforms. But most organizations don’t achieve anything close to their initial expectations. This eBook details typical implementation challenges and steps that can get your speech program to its full potential.

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MiaRec Emerges as Conversational Analytics Provider with New Product Enhancements

MiaRec

Speech Analytics Quality ManagementThe way we communicate has changed drastically in recent years, and as the way we communicate changes, so too must the tools we use to support and improve those interactions.

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Edify Announces Enhanced Reporting and Analytics Functionality

Edify

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

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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

Analytics 158
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What are Interaction Analytics?

Callminer

The simplest way to improve your interaction analytics is through specialized interaction analytics software, which analyzes data on your behalf

Analytics 182
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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.