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.

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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

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 […].

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 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. The business benefits of speech analytics.

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.

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.

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.

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. Analytics Agent Engagement Advantages of the Cloud

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!

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.

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.

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

4 Ways Data Analytics Transforms the CX

Northridge Group

advanced analytics Big Data Customer Experience data analyticsToday’s business environment is constantly evolving, but the consumer’s expectations are as focused as ever on the fundamentals of genuine, personalized, effortless and effective service.

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.

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

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.

Meet Interaction Analytics: Let’s Play Two Truths and a Lie

NICE inContact

If Interaction Analytics is a new concept to your contact center and you are just getting to know its capabilities and value, you will be charmed by your first impression. If you are already familiar with the benefits Interaction Analytics provides, here is a chance to test your knowledge.

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?

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.

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.

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

Speech Analytics: Magic, Mystery or Method?

CCNG

The discovery of a cryptic scrawled … Continue reading Speech Analytics: Magic, Mystery or Method? → Customer Experience Speech Analytics Who doesn’t love a good whodunit? As an avid mystery reader, I enjoy the plot twists and turns and characters that flip-flop between villain and hero. The butler did it – no, that’s too obvious – okay, it has to be the shy and beautiful parlor maid; maybe.

7 Speech Analytics Mistakes That Can Cost You Big

Call Center Coach

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.

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.

NEW: MindTouch Customer Experience Analytics

Mindtouch

In response to valuable feedback from our own customers, we’ve introduced a rich suite of customer experience analytics into our platform, analytics that capture customer experience data points from across your product documentation and self-service support knowledge.

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

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

The caveats of real-time speech analytics

Tethr

When you research speech analytics features, chances are you’ll run into the phrase “real-time analytics.” As an AI-based speech analytics solution, these analytics are capable of analyzing conversations in real-time. Real-time analytics don’t keep things real.

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.

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 […].

The Office Gurus: A BPO innovating with speech analytics to drive results for their clients

LiveVox

The post The Office Gurus: A BPO innovating with speech analytics to drive results for their clients appeared first on Livevox. Speech Analytics SpeechIQThe Office Gurus is a leading BPO based out of Florida that operates contact centers in El Salvador, Belize, Jamaica, and the USA.

22 Call Center Technology Leaders Reveal the #1 Mistake Companies Make When It Comes to Purchasing Speech Analytics Software

Callminer

Purchasing speech analytics software is a major investment for both enterprises and SMBs alike. Like all major technology investments, purchasing speech analytics software comes with a bit of pre-planning and analysis. The post 22 Call Center Technology Leaders Reveal the #1 Mistake Companies Make When It Comes to Purchasing Speech Analytics Software appeared first on CallMiner. Call Center Best Practices Speech Analytics

Reach New Speeds to Insight with a Speech Analytics Strategic Blueprint Workshop

Contact Center Pipeline

“I don’t understand how my organization can use speech analytics.” This is a statement often heard from those who have speech analytics just as often as from those who don’t. Speech analytics has the potential to transform an organization and its customer relationships, but organizations seldom harness its power because their journey to speech begins […]. Speech analytics call center call center technology contact center speech 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.

Analytics and Jeopardy: Changing the game

Nuance

Many may draw the conclusion that […] The post Analytics and Jeopardy: Changing the game appeared first on What’s next. Customer experience AI analytics Artificial Intelligence intelligent engagementAlthough James Holzhauer fell short of dethroning Ken Jennings, who many consider the Jeopardy GOAT (greatest of all time), winning slightly over $2.5

Set Your Speech Analytics Program Straight

Call Center Coach

But, there is a way to right the ship and course correct your speech analytics program. They will discuss the initial launch, how to overcome internal challenges and ongoing utilization of speech analytics to drive sustainable success in the modern contact center. Attendees to this informative webinar will learn about: The evolving role of speech analytics in contact center environments. How to get the “wind back in your sail” and reinvigorate your speech analytics program.

Why You Should Add Predictive Analytics to Your CEM Toolbox

Callminer

The post Why You Should Add Predictive Analytics to Your CEM Toolbox appeared first on CallMiner. Call Center Best Practices Contact Center Efficiency Customer Experience Speech AnalyticsYou’ve no doubt heard this statistic before: It costs 5X as much to attract a new customer as it does to retain one.

A Roadmap to Success with Speech Analytics

8x8

Likewise, you’ll want to map out your destination when using speech analytics. Speech analytics provides business intelligence by uncovering content that otherwise might not be discovered. In addition, the time to value is immediate with out-of-the box speech analytics , avoiding a lengthy and costly installation. Obviously, your contact center director and quality assurance director are key to success with speech analytics.

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!