GetFeedback

DECEMBER 11, 2019

With text analytics, you can examine open-text feedback for an organized, actionable, high-level view on the feelings and the comments your customers make about your company. Why you should use text analytics. With text analytics, you can analyze a huge volume of customer comments in a way that’s also scalable. .

Analytics 88

Analytics Customer Experience Surveys Feedback 88

Lumoa

DECEMBER 18, 2017

We introduce a new column in our blog - “Experts in the Spotlight” with our first guest, Jim Tincher. 60% of all shoppers stopped at a booth with 24 jams and the number dropped to 40% when there were only 6 jams presented. The future of the feedback analysis - text and voice analytics. I am a big fan of text and voice analytics.

Analytics 109

Analytics Customer Experience Journey mapping Automotive 109

Calabrio

SEPTEMBER 9, 2020

You can read the full post on the Waterfield blog, and register for an upcoming webinar featuring Calabrio’s Dave Hoekstra on September 15th. To learn more about how you can finally see the full picture of your customer experience, read our complete guide to customer interaction analytics.

Analytics 59

Analytics Contact Center Technology Personalization 59

Enghouse Interactive

OCTOBER 19, 2020

AI Makes It Possible (Blog Series). Blog #3 of 4 With context, AI seeks to improve more quickly than ever. Watch for our next blog on October 22nd: Key Learnings from our Webinar with Kate Legget of Forrester. Constant Learning Improves AI Recommendations. Refining the Models.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

CX Accelerator

NOVEMBER 11, 2022

Customer Insights/Measurement/Analytics. CUSTOMER INSIGHTS/MEASUREMENT/ANALYTICS Understanding your customers is at the heart of customer experience. Once customer data has been gathered, an analytics function is required to derive meaningful, actionable insight from it. Back To CX Accelerator Blog Change Management.

Journey mapping 307

Journey mapping Customer centricity Analytics Government 307

Beyond Philosophy

AUGUST 29, 2016

Predictive Analytics is a field exploring this idea in detail. In predictive analytics, analysts use predictive modeling, which is using statistics to predict what will happen next. Whether you know about predictive analytics already or not, you certainly have personal experience with the concept.

Analytics 278

Analytics Consulting Consulting Customer emotions 278

NICE inContact

OCTOBER 23, 2019

Have you wondered if contact center analytics could “really” work to help you create a seamless customer experience? This is where CXone Interaction Analytics Pro helps you see the “forest” of possibility. CXone Interaction Analytics Pro helps you evaluate all interactions based on topic and outcome.

Contact Center 48

Contact Center Analytics Quality management Call Center 48

teleopti

JULY 1, 2019

If you have been in a situation where you hear these questions, perhaps from your manager or a client, then you know the value of solid reporting and analytics. More than likely, in addition to these questions, you might be asked to present a summary on what is driving the change in behavior along with an action plan.

Contact Center 80

Contact Center Analytics Average Handle Time Self service 80

Mindtouch

JUNE 8, 2017

One of the most appealing aspects of technical writing is that, unlike other types of writing, there is arguably a best way to present technical content to users. That’s because the best presentation is whatever makes users most successful, which also likely aligns with your business goals. What is the Definition of Content Analytics?

Analytics 59

Analytics Metrics Benchmark Feedback 59

Upstream Works

AUGUST 14, 2019

What is Customer Journey Analytics? It’s tricky to find a definition of Customer Journey Analytics that isn’t penned by a solutions provider hankering to sell you their reporting platform. Back to our definition of Customer Journey Analytics. Our Definition.

Analytics 60

Analytics Journey mapping Contact Center Metrics 60

Pointillist

MARCH 20, 2020

Over the past few years, CX leaders have adopted customer journey analytics to connect the dots between customer behavior and the KPIs by which businesses are measured. So, how are leading enterprises using customer journey analytics in the real world? So, how are leading enterprises using customer journey analytics in the real world?

Analytics 70

Analytics Upselling Interactive Voice Response Banking 70

Beyond Philosophy

SEPTEMBER 14, 2023

Predictive Analytics: As the name implies, these can tell you what will happen based on what has already happened. However, the news in this area of AI is that these programs are mixing with predictive analytics and generative AI, which changes how organizations can automate workflows. Remember the experience you want to deliver.

Self service 221

Self service Analytics Personalization Consulting 221

inmoment

JANUARY 17, 2019

Well, the latest research shows that using storytelling in presentations allows you to be a knowledgeable and convincing leader who will influence key audiences in the CX process. This means that you could be presenting to anyone from the C Suite to a regional manager. Create a Checklist for Your Presentation.

Customer Experience 40

Customer Experience Analytics Metrics Marketing 40

PeopleMetrics

JULY 31, 2018

Enter text analytics. Machines (Text Analytics). All sophisticated VoC software platforms will have a text analytics module available. Let’s dig into the value that text analytics provides. Then text analytics organizes all topics in a visual display, often in the form of a word cloud. Still need convincing?

Analytics 79

Analytics Telecommunications Wireless Feedback 79

Fonolo

MAY 23, 2023

This blog will explore the concept of hyper-personalization to understand its benefits, discuss strategies and consider examples. Hyper-personalization in the contact center is a customer experience strategy that uses advanced technologies and data analytics to deliver tailored interactions. Let’s start with some definitions.

Contact Center 106

Contact Center Personalization Analytics Chatbots 106

TechSee

JUNE 16, 2022

He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. Jeff’s Inside Customer Service blog has been recognized as one of the Top 50 customer service blogs on the planet. Shep Hyken, Chief Amazement Officer at Shepard Presentations. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Cyara

JUNE 10, 2022

This article was originally published on Botium’s blog on June 10, 2020, prior to Cyara’s acquisition of Botium. run static and dynamic analytics on it. present the results in the Botium Coach dashboard. Learn more about Cyara + Botium. It shows ways to improve the performance of your skill as well.

Coaching 67

Coaching Analytics Chatbots 67

Aspect

DECEMBER 7, 2017

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. Buyers can’t even get past the fundamentals.

Analytics 35

Analytics Contact Center Technology Customer retention 35

CX Journey

JUNE 25, 2019

Continuing with this series has been driven by the feedback I have heard from a variety of data and analytics leaders. Firstly, common practices, that I’ve observed in analytics teams implementing this approach. Those working in business today are telling me that this challenge is still very much a work in progress.

Analytics 53

Analytics Feedback Personalization Accountability 53

COPC

JUNE 9, 2023

This blog article discusses the importance of employing multiple types of AI, implementing effective controls and guardrails, and adapting specific roles within the CX organization. examine the differences between generative and analytical AI, focusing on the importance of good data and its role in delivering exceptional CX.

Customer Experience 116

Customer Experience Analytics Technology Average Handle Time 116

Verint

JUNE 26, 2017

Journey Analytics is an emerging opportunity for CX professionals to gain valuable insights into the customer experience—in fact, some observed recent examples point to Journey Analytics as the basis for continued investments in the customer experience. ET called “ Five Secrets of Customer Journey Analytics.”

Analytics 29

Analytics Customer Experience Journey mapping Customer Support 29

bold360 Blog

MAY 8, 2020

We discussed how we can start to manage people, technology, and processes using a more analytical, data-driven approach in e-commerce. Is everything you’re presented with complete, compelling, accurate, and engaging? The whole system becomes more complicated. Then do an initial audit. Can you find what you’re looking for?

Analytics 52

Analytics Management Journey mapping Metrics 52

Nicereply

MAY 18, 2022

Using Analytics Tools. To supplement the customer feedback you gather, use dedicated analytics tools to understand your existing website telemetry. Google Analytics is an example of an analytics tool to assist in journey mapping. Buyer funnels are one of the most popular uses of Google Analytics, as depicted above.

Journey mapping 104

Journey mapping Analytics Feedback Surveys 104

Totango

NOVEMBER 27, 2023

This shift presents a compelling opportunity for B2B enterprises to invest in tailor-made tools for their post-sales organizations and customer success (CS) teams. The post Trends shaping The Forrester Wave™: Customer Success Platforms report appeared first on Best Customer Success Blog: Articles for Enterprise Growth.

B2B 94

B2B CRM Enterprise Upselling 94

Avaya

JUNE 21, 2018

Fortunately, investment in marketing technology (martech)—specifically digital marketing analytics, lead management, and multi-channel campaign management—to drive customer experience is increasing. Using analytics, marketers can create insights and reports with templates that represent content from all channels.

Analytics 40

Analytics Engineering CRM Marketing 40

SharpenCX

NOVEMBER 23, 2021

How to Run a Highly Effective Contact Center (Start Today) : In this Sharpen blog post, we’ve compiled four ways to support your agents and your customers for a mutual benefit across the board. Read through this blog post to learn how to motivate your agents and boost morale on your team.

Customer Service 128

Customer Service Morale Contact Center Call Center 128

AWS Machine Learning

DECEMBER 29, 2022

You can quickly launch the familiar RStudio IDE and dial up and down the underlying compute resources without interrupting your work, making it easy to build machine learning (ML) and analytics solutions in R at scale. In the blog today, we will be executing the following steps: Cloning the sample repository with the required packages.

APIs 108

APIs Engineering Analytics Scripts 108

CSM Magazine

MARCH 31, 2023

In this blog post, we explain six actionable approaches to streamlining your manufacturing process – from eliminating redundancies to adopting automation strategies. Enter accurate data into this list to ensure that you know exactly how much of each item is present at any given time. Let’s dive in!

Analytics 52

Analytics Consulting Consulting Technology 52

Peter Lavers

OCTOBER 19, 2017

Apparently, you’ve got to be a Data Scientist now before you’re allowed near an analytics tool! Data has got ‘bigger’, channels have proliferated and analytics tools are more sophisticated, but the fundamentals of segmentation haven’t changed much since its inception and nurture in the second half of the last century. Well, yes, it is.

Analytics 173

Analytics CRM Big data Marketing 173

NobelBiz

APRIL 30, 2024

This evolution has been driven by advancements in machine learning, natural language processing, and big data analytics. Real-time analytics also enable managers to make informed decisions swiftly, adapting to customer needs dynamically. Benefits of AI in Call Centers AI is transforming call center operations across various fronts.

Call Center 105

Call Center Chatbots Virtual Agent Contact Center 105

NobelBiz

APRIL 30, 2024

This evolution has been driven by advancements in machine learning, natural language processing, and big data analytics. Real-time analytics also enable managers to make informed decisions swiftly, adapting to customer needs dynamically. Benefits of AI in Call Centers AI is transforming call center operations across various fronts.

Call Center 104

Call Center Chatbots Virtual Agent Contact Center 104

Peter Lavers

NOVEMBER 14, 2017

In this guest blog our friend and Associate Paul Laughlin considers which are the most important skills needed by analysts or data scientists. So, if you are leading an Analytics , Data Science or Insight team , where should you invest? Two analytics leaders lay down the “which skills” gauntlet.

Analytics 100

Analytics Banking Consulting Consulting 100

CSM Magazine

DECEMBER 21, 2021

In our last blog, we revealed how customers crave speed, convenience and emotional empathy when interacting with their favourite brands, a paradox that threatens the status quo of today’s contact centre. These double-edged customer expectations also present a unique opportunity to empower agents and enhance CX.

Technology 59

Technology Analytics Average Handle Time Self service 59

CX Journey

JUNE 25, 2019

Continuing with this series has been driven by the feedback I have heard from a variety of data and analytics leaders. Firstly, common practices, that I’ve observed in analytics teams implementing this approach. Those working in business today are telling me that this challenge is still very much a work in progress.

Analytics 32

Analytics Feedback Personalization Accountability 32

Hodusoft

JUNE 1, 2023

In this blog post, we will explore the benefits of HoduSoft’s AI Chatbot and how it is transforming the contact center industry. Better Analytics and Insights AI Chatbot not only engages customers but also provides valuable insights through analytics and reporting capabilities. What is an AI Chatbot Feature?

Contact center software 52

Contact center software Chatbots Contact Center contact center solutions 52

24-7 InTouch

APRIL 12, 2024

These analytics give valuable insights into consumer trends on various social media platforms. AI-Driven Algorithms AI-powered algorithms can analyze vast amounts of social media data to identify potential leads, optimize ad targeting, and predict purchasing behavior.

Analytics 52

Analytics Sales 52

Comm100

DECEMBER 12, 2023

This blog will delve into the top four customer service trends that are expected to take center stage in 2024. This blog is written for you, the experienced customer service professionals, who are the driving force behind these changes that will improve CX and internal efficiencies. Now, it’s about being one step ahead.

Customer Service 81

Customer Service Chatbots APIs Government 81