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 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. It means something has reached an important stage of development and is accepted. The first known use of the term “coming of age” was in 1729 and it was used to describe the point at which […].

Insiders

Sign Up for our Newsletter

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

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

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.

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 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

InformaTech

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

The importance of text analytics for timeshare resorts

Customercount

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.

Comparative Analysis: Pendo.io Analytics vs Google Analytics

SmartKarrot

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 . You are the master of all your organizational information – Google Analytics makes it possible. Analytics vs Google Analytics . Features of Google Analytics: .

Comparison Analysis: Mixpanel Analytics vs Google Analytics

SmartKarrot

If you were to analyze and measure web data to have a better understanding of user behavior, web analytics is the instant answer. In order to duly perform web analytics, there exist many tools in the market that can support you to achieve the desired targets. Some of them include Mixpanel Analytics , Google Analytics, Adobe Analytics and Crazy Eggs to name a few. Here in this blog, we see a detailed comparison analysis between Mixpanel and Google Analytics.

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!

InformaTech

Digital and Analytics: A Match Made in Heaven

NICE inContact

What makes the digital and analytics duo particularly sleek is their partnership holds the key to the future success of your contact center. Advantages of the Cloud Analytics Contact Center Trends & Insights CXone NICE inContact CXone Digital First Omnichannel

10 Best Practices to Get the Most Out of Speech Analytics

LiveVox

Speech analytics is a tool that allows you to analyze the contents of a call, enabling you to monitor and improve agent performance and customer satisfaction. The post 10 Best Practices to Get the Most Out of Speech Analytics appeared first on Livevox. Speech Analytics

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

Callminer

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. The post What Is Voice Analytics? Definition, Tips, Best Practices, and Challenges of Voice Analytics appeared first on CallMiner.

Sales, Marketing and Enterprise Uses of Interaction Analytics

DMG Consulting

Sales, Marketing and Enterprise Uses of Interaction Analytics. Interaction (speech and text) analytics (IA) is a solution that sells well in both strong and weak economies. Interaction analytics should be used to conceptually “measure the pulse” of a company’s customers and reduce the risk of social media mistakes, which are costly to a brand. Thank you for your interest in DMG Consulting’s publications. Please complete the registration form below.

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 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. In fact, speech analytics has become so advanced in the enterprise that it has evolved into what is known as conversational analytics. The business benefits of speech analytics. Speech analytics also can help point out issues.

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.

Guest Blog: Six Ways Predictive Analytics Enhances Customer Relations

ShepHyken

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. With the rise of machine learning, predictive analytics is becoming the status quo. Here are 6 ways predictive analytics can enhance customer-related interactions: Targeting Warm Leads.

ConcentrixCX Text Analytics

Concentrix

The post ConcentrixCX Text Analytics appeared first on Concentrix. Capture unstructured feedback and get AI-powered insights. Fact Sheets Resources Fact Sheet

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

Customers Tweet this The Customer Data Too Often Overlooked by the C-Suite Why Contact Center Analytics is Key to Identifying Opportunities for Growth 2 | Business Transformation and Analytics: Driving Change in a Customer-Centric World We read constantly about the need to adapt or die—and that “digital. 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.

Proactive vs. Reactive: How Savvy Use of Analytics Helps Contact Centers Navigate and Adapt to Uncertainty

NICE inContact

Customer Experience Analytics AIThe disruption and uncertainty caused by the COVID-19 pandemic has impacted virtually all businesses within all industries, of all sizes, and all around the world.

Emotion Analytics is at the Heart of Customer Experience Innovation

TechSee

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? Emotion analytics measures an individual’s verbal and non-verbal communication in order to understand their mood or attitude. That’s why emotion analytics represents a ‘secret weapon’ for any business looking to get ahead by getting inside the heads of their customers.

10 Unique Use Cases for Speech Analytics

Expivia

This week we will be talking about 10 unique use cases for speech analytics. Speech analytics is evolving to have use cases not yet thought of. For those of you who use speech analytics and want to expand the ROI for them, this is for you.

How to Utilize Data Findings from Speech Analytics

TCN

Implementing tools such as Speech Analytics into your contact center can have numerous benefits — The post How to Utilize Data Findings from Speech Analytics appeared first on TCN. 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. management, voice-of-the-customer (VoC) analytics and advanced reporting–that transforms the contact center into a customer. and text analytics. analytics tools that.

ROI from your investment in speech analytics? Absolutely!

Callminer

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. The post ROI from your investment in speech analytics? Call Center Best Practices Contact Center Efficiency Performance Management Quality Monitoring 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?

Speech Analytics: Garbage in, Garbage Out

OrecX

This is the only way to ensure your speech analytics solution is adequately interpreting and transcribing both your agents and your customers.

Why Your Call Center Needs Speech Analytics

3CLogic

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. Speech Analytics can be used to report trends such as: Customer Sentiment : Based on the caller’s words, tone, and volume, the analytics can gauge how the customer feels about a brand, product or service.

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. VoC) analytics and advanced reporting–that transforms the contact center into a. 1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of.

Reflections on a text analytics webinar

Customercount

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

Improving First Contact Resolution – An Analytical Model

Taylor Reach Group

The post Improving First Contact Resolution – An Analytical Model first appeared on The Taylor Reach Group Inc. By Turaj Seyrafiaan. In today’s contact centers the concept of First Contact Resolution or FCR for short, is well known.

Speech Analytics and Quality Monitoring

Contact Center Pipeline

Speech analytics has received a lot of press in the past few years. Quality Monitoring call center contact center quality assurance quality monitoring speech analyticsSome centers have purchased it, and many more have it on their wish list. If you have not had the opportunity to observe it in action, you really must carve some time out of your schedule to do so. Even if it […].

7 Speech Analytics Mistakes That Can Cost You Big

CX Global Media

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. At the event he conducted a workshop about Speech Analytics and he graciously shared with me his observations about what occurred during that workshop. Speech Analytics Mistake #1 : Being driven by misconceptions.

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.

The limitations of using text analytics to analyze conversations

Tethr

We are often asked about the difference between traditional text analytics tools and the type of conversation analytics Tethr provides. Text analytics involves counting keywords. More simply, counting is a relatively straightforward analytic approach.

Five Quality Management Problems — Solved by Analytics

NICE inContact

If your contact center has yet to implement analytics and you’re eager to improve quality management performance, now may be an ideal time to implement this strategic technology. Infusing analytics into your quality management process can pave the way to solutions in a systematic, simplified way. Analytics Agent Engagement Advantages of the Cloud

How data analytics helps achieve better outcomes for patient and healthcare providers

Nuance

The COVID-19 pandemic has accelerated a shift in data analytics. The post How data analytics helps achieve better outcomes for patient and healthcare providers appeared first on What’s next. Healthcare Carilion Clinic COVID-19 data analytics Scottsdale Institute

Journey Analytics

Concentrix

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

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!