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.

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.

4 Ways Data Analytics Transforms the CX

The 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.

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.

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 Competitive Edge Delivered by Speech Analytics

Monet Software

Whatever business you are in, whatever product or service you are selling, however many other companies are competing against you for the same customers, there’s one thing you can do right now to gain a competitive edge in your industry: add speech analytics to your contact center.

Small Call Centers Go Big with Speech Analytics

Call Center Coach

Small Call Centers Go Big with Speech Analytics. Well ‘small’ is not a barrier for speech analytics in contact centers anymore. Small Call Centers Go Big with Speech Analytics Click to Tweet. For many small to midsized contact centers, speech analytics has been out of reach.

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. 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

Enterprise Uses of Speech Analytics (whitepaper)

DMG

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?

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 Analytics

Customer Engagement Center Capabilities: Reporting and Analytics

Aspect

Data only benefits companies if it provides insights that they can grow and learn from, and that is exactly what the reporting and analytics feature of Aspect Via was created to do. The post Customer Engagement Center Capabilities: Reporting and Analytics appeared first on Aspect Blogs.

5 Ways Speech Analytics Helps Improve the Patient Experience

Callminer

The post 5 Ways Speech Analytics Helps Improve the Patient Experience appeared first on CallMiner. Agent Performance Call Center Best Practices Contact Center Efficiency Customer Experience Speech AnalyticsIf there’s any industry that’s in the midst of a transformation, it’s healthcare.

The Case For Desktop Analytics

Monet Software

While Monet is pleased to offer both speech analytics and desktop analytics solutions, we tend to focus more on speech analytics because we’re hearing more customer interest in this capability, and its adoption into forward-thinking contact centers has become mainstream over the past few years.

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?

The Top Advanced Reports to Look at in Google Analytics

CallSource Insights

Last week, we covered some of the basic, yet important, reports that you should be looking at in Google Analytics depending on the question(s) you are trying to answer. Today we are answering more of these questions and which advanced Google Analytics report to view.

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.

Trends in Workforce Management and Integrated Analytics

The Northridge Group

At the same time, the advanced data analytics that are now available to forecasters allow them to better predict call drivers, the events that trigger calls.

CallMiner CTO, Jeff Gallino, Shares Insights on Achieving ROI with Interaction Analytics

Callminer

At a recent event in London, CallMiner CTO, Jeff Gallino, shared advice on how best to achieve ROI from Interaction Analytics. Gallino cited three areas to focus on to realize ROI from Interaction Analytics. Call Center Best Practices Customer Experience Speech Analytics

Choose the Right Speech Analytics Technology

Aspect

In my last blog , we talked about the huge gulf between the value of speech analytics and the actual use of speech analytics in contact centers. Source: CallMiner, Choosing the Right Technology for Your Speech Analytics Project , Marie Meeter.

Unleash Higher Agent Performance with Multi-Source Analytics

LiveVox

The post Unleash Higher Agent Performance with Multi-Source Analytics appeared first on Livevox. Performance Analytics Business Intelligence Multi-Source Data AnalyticsWith the influx of new technologies, contact centers are modernizing at a rapid pace.

Scouting Report: Speech Analytics Enters Its Next Act — Maturity

DMG

Scouting Report: Speech Analytics Enters Its Next Act — Maturity. The speech analytics market continues on its remarkable journey as it matures, enters middle age, and confronts a variety of new challenges. The primary issues are these: Speech analytics is not yet considered a “must-have” application; analytics-enabled quality assurance (AQA) has not caught on; real-time speech analytics has a limited number of use cases; and text analytics continues to struggle to be noticed.

How to make voice analytics your competitive advantage today and the future.

3CLogic

voice reporting and analytics ServiceNow customer engagement sentiment analysisWith Voice activated personal assistants becoming the new user interface of choice in our homes and cars, it’s only natural for enterprises to focus on voice interface technology as a customer engagement channel.

The Competitive Edge Delivered by Speech Analytics

Monet Software

Whatever business you are in, whatever product or service you are selling, however many other companies are competing against you for the same customers, there’s one thing you can do right now to gain a competitive edge in your industry: add speech analytics to your contact center. You’ll hear about better training sessions that result from analytics data identifying operational and performance issues. That is another advantage analytics provides.

Top 3 Reasons Your Call Center Needs Customer Engagement Analytics

Callminer

The post Top 3 Reasons Your Call Center Needs Customer Engagement Analytics appeared first on CallMiner. Call Center Best Practices Customer Experience

Speech Analytics Surprises

Win Big Workshops Talk It Up!

Speech Analytic Surprises BY SCOTT BAKKEN, MAINTRAX “I don’t understand how my organization can use speech analytics.” This is a statement I hear often from those who don’t have speech analytics, as well as those who do. Speech analytics has the potential to transform an organization and its relationships with customers, but organizations seldom harness its power to make that happen.

Using Interaction Analytics to Improve the Customer Journey (whitepaper)

DMG

Using Interaction Analytics to Improve the Customer Journey (whitepaper). Sharing speech and text findings with a customer journey analytics (CJA) solution is a great way to expand the benefits and contributions of Interaction Analytics. 4/21/2017. By Donna Fluss. Introduction. To continue reading, download the PDF by registering below: DOWNLOAD. Thank you for your interest in DMG Consulting’s publications.

I feel the need, the need for speech (analytics)

Aspect

Expensive, unwieldy, on-premises call recording and speech analytics software has in the past offered some solutions for specific needs which still benefit organisations today, such as word spotting, evaluation of customer sentiment and compliance.

Top 3 Reasons Why You Need Customer Interaction Analytics

Aria Solutions

Once you get to a phase when you no longer have data silos across business systems, it is important to start looking for a good operational, employee, and customer interaction analytics application. Such customer interaction analytics applications cannot be underestimated.

Data Analytics: The Next Step for Regional Banks?

Revation Systems

Data analytics is a key component of many organizations’ strategy to improving customer service and internal processes and making decisions based on facts rather than instinct. So what is data analytics? The post Data Analytics: The Next Step for Regional Banks?

The Top Reports to Look at in Google Analytics

CallSource Insights

If you’re a smart marketer, you’re already using Google Analytics to aid in your marketing decisions. But sometimes Google Analytics reports can get overwhelming. What makes a report in Google Analytics Important? those are all the different users according to Google Analytics.

Top 3 Reasons Why You Need Customer Interaction Analytics

Aria Solutions

Once you get to a phase when you no longer have data silos across business systems, it is important to start looking for a good operational, employee, and customer interaction analytics application. Such customer interaction analytics applications cannot be underestimated.

Speech Analytics: Houdini or Whodunit?

Win Big Workshops Talk It Up!

Speech Analytics: Houdini or Whodunit? BY CHRIS LAWSON, LAWSON CONCEPTS 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.

Survey Says – Time for Speech Analytics

Monet Software

It seems like every time another survey is conducted on speech analytics, the results confirm what we already knew. There was a recent study by a speech analytics provider that found 47% of users are now able to identify customer issues and resolve them quickly.

The “Now You Knows” of Speech Analytics

Monet Software

Questions about speech analytics are popping up more frequently at contact centers. To help you decide, we’ve created a list of the five biggest benefits of speech analytics. We call them the “Now you knows” – as that’s what analytics provides: knowledge, insight, and all the customer service advantages that derive from them. Speech analytics can help to fill in the gaps through various tools that track word choices.

LISTEN 2016 to Highlight the Benefits of Speech & Customer Journey Analytics

Callminer

The post LISTEN 2016 to Highlight the Benefits of Speech & Customer Journey Analytics appeared first on CallMiner. Agent Performance Call Center Best Practices Customer Experience Customer Journey Speech AnalyticsIn today’s customer landscape, the “customer experience” has evolved from a buzzword to a top priority for any organization regularly interfacing with customers.

Automation in the Call Center with Robotics and Desktop Analytics

Bright Pattern

Robotics and robotic process automation (RPA) have been around a long time, but are now only just being used significantly in the call center. RPA is about improving workflow by automating common tasks and freeing live agents to do what they do best - care for customers. Companies are using RPA more and more because of its accuracy and it’s time and cost savings. Automation RPA

Are real-time analytics essential for AI-based speech analytics solutions?

Tethr

At the recent CUSTOMER CONTACT WEEK event in Las Vegas, nearly every potential customer we spoke to seemed to be very focused on a handful of speech analytics features—but, when pressed, often had a hard time explaining why those features were necessary to deliver business value.

Demystifying Speech Analytics

Aspect

Everybody likes a good mystery but not when it comes to operating a contact center – and speech analytics software continues to be a mystery to many contact center decision-makers despite the fact that it has proven to be an extremely valuable workforce optimization tool.

Speech Analytics: Changing the Game for Contact Center Technology

inContact

Speech Analytics allows customer support organizations to analyze audio of customer interactions for mentions of keywords or phrases, call themes, as well as the sentiment and emotions of callers. One reason for the struggle with Speech Analytics is a lack of in-house analytical talent.

How to take action with Call Center Analytics

Customer Relationship Metrics

Those measuring the customer experience and those delivering the customer experience must work in concert to define the specific business need to take action with call center analytics. “Understanding call center analytics is becoming necessity for high-performing leaders.”

Adventures in Speech Analytics- Part III

Call Center Weekly

Where we last left off, I discussed how queries are a major aspect of Speech Analytics. Well, the good news is that you are not out of luck and that leads us to part three of “Adventures in Speech Analytics”- Ad Hoc searches. By Diana Aviles Here we are… Part III is finally here!

5 More Benefits of Speech Analytics

Monet Software

In several previous blogs we’ve listed some of the ways in which speech analytics could improve customer service at your contact center. But before you take a look, here are some additional benefits of contact center analytics. Speech analytics will track patterns where such questions come up frequently, so it’s possible for agents to provide information about this issue at the time of purchase. Looking for more reasons to add speech analytics to your contact center?