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


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

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, […].


Sign Up for our Newsletter

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

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.

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.”

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!

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 […].

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.

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

What Are Customer Analytics?


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

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.

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

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.

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

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.

Unlocking Data Analytics and Insights


Discover a new way of looking at data analytics and insights. You need to effectively insert data analytics into your day-to-day routine. Deloitte found that 49% of companies say analytics helps them make better decision s. Data without context are only numbers.

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


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

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.

3 Agent Scorecard Practices That Can Make A Big Difference In Your Speech Analytics Program


In the absence of agent scorecard best practices, there exists no formal system to capture performance issues, benchmark them against industry standards

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.

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 […].

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

AI Analytics: Overcoming the Limitations of Traditional Engagement


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

Speech Analytics - Challenges and Opportunities for Collection Agencies


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.

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.

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 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

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 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

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.

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 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.

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.

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!

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

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.

Call Center Speech Analytics – How To Measure Agent Performance


It’s now mainstream to use call center speech analytics , even in small contact centers. These days, if you’re not using speech analytics, you’re probably falling behind. But what is the value of speech analytics in a call center? speech analytics Call Center agent performance

3 Tips to Capitalize on Real-Time Call Analytics for Your Speech Program


This explains why collection agencies might not just analyze voice recordings under their post-call speech analytics goals, but also dig deep into live calls with real-time speech analytics to gather actionable insights on items like talk-offs, compliance, consumer preferences, and silent time.

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!