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

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 […].


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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

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?

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!

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.

What Are Customer Analytics?


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

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 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

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

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.

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.

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

Edify Announces Enhanced Reporting and Analytics Functionality


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

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 […].

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 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

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

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.

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.

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.

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.

10 Best Product Analytics Tools in 2021


A Product Analytics Tool is software that provides businesses with insights about customers’ interaction with their products. Product analytics tools help companies with digital products to collect data and analyze how customers interact with various features of their products.

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.

Beginner’s Guide to Product Analytics


Analytics has always been an integral part of marketing or sales. Though it has not always been a norm for the product management teams to use analytics, it needs to be made now. The current competitive business environment necessitates analytics for products as well.

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.

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

What’s behind the 2021 M&A boom for conversation analytics (and how to navigate it successfully)


CallMiner, CTO, Jeff Gallino, unpacks the recent M&A activity around conversation analytics, answering “why now?” and providing input for how to navigate this complex landscape

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

Visionary leaders turn to unstructured data analytics to lead the way in 2021


Visionary contact center leaders who have invested in unstructured data analytics have been primed to navigate the challenges of a post-pandemic world, improve the customer experience, and so much more. . Voice Analytics

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.

Current Status of Speech (and Text) Analytics

DMG Consulting

Current Status of Speech (and Text) Analytics. Interaction analytics removes the mystery from customer conversations. These increasingly sophisticated analytics solutions have evolved from basic keyword search applications that helped companies understand call reasons to advanced business intelligence (BI) offerings that provide insights and an appreciation of customer sentiment. The post Current Status of Speech (and Text) Analytics appeared first on DMG Consulting.

We used our own product for Sales Conversation Analytics


The goal of Project Ice Cream was to use our own solution to gain a better understanding of the aspects of business and data that inform our use cases

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. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. Although these metrics are valuable, they are internal to the organization, and they may or may not affect satisfaction.

Why Your Call Center Needs Speech Analytics


As a result, 66% of businesses are looking to invest in advanced analytics, such as Voice AI, to tap into the hidden insights of their call data and leverage tools such as Natural Language Processing (NLP) and sentiment analysis, to take their customers’ experience to the next level.

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!

21 Marketers, Analytics Pros & Business Leaders Reveal the Most Creative Uses of Predictive Analytics in the Call Center


We reached out to 21 analytics professionals & business leaders to learn their most creative uses of predictive analytics in the call center

Comparative Analysis: Analytics vs Google Analytics


Be it a product or a service, analytics helps you to visualize and understand customer behavior discretely. But when it comes to choosing the right platform for web analytics, you have a plethora of options to choose from. Pendo Analytics . Google Analytics .

The Past, Present, and Future of Speech Analytics


Speech Analytics is on the verge of becoming a billion-dollar industry within the next few years and the number of applications it has in the modern contact center have grown wildly. The post The Past, Present, and Future of Speech Analytics appeared first on Livevox. Speech Analytics

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. Peter is publishing two blogs in the run-up – read them on the Customer Attuned blog – and check out his twitter feed for a commentary of the highlights, using the hashtag #AnalyticsX.

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.