CX Global Media

SEPTEMBER 22, 2017

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. How to sustain momentum to achieve your evolving speech analytics goals.

Analytics 136

Analytics Contact Center Coaching Call Center 136

Callminer

SEPTEMBER 6, 2021

Rick Britt, CallMiner's VP of AI, shares why it’s time to change the game and start moving the needle using technology like sales conversation analytics. Sales leaders need to evolve with technology.

Sales 182

Sales Technology Coaching Analytics 182

CX Global Media

JULY 13, 2017

Small Call Centers Go Big with Speech Analytics. Well ‘small’ is not a barrier for speech analytics in contact centers anymore. Scott Kendrick, VP Marketing at CallMiner, shared news at Call Center Week of a new product launch that helps small call centers to finally go big with speech analytics. But we’re small.” Less Effort.

Analytics 185

Analytics Call Center Contact Center contact center solutions 185

The Northridge Group

MARCH 28, 2022

In our previous post , we discussed the importance of adopting a data-driven analytical approach to move the needle on patient/member experience, enabling higher CMS Stars Ratings and increased bonus payments for Medicare Advantage plan providers. A Success Story.

Healthcare 120

Healthcare Analytics Contact Center First call resolution 120

3CLogic

JULY 14, 2020

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. Boosting First Call Resolution with Speech Analytics.

Analytics 96

Analytics Call Center First call resolution Coaching 96

JustCall

JULY 29, 2021

It involves a continuous practice of coaching sales teams. In fact, sales coaching plays a role in raising a high-performing team of sales reps. But statistics show that with sales coaching, sales teams are able to attain 91% attainment of sales quota. So, are you tapping into coaching for your sales reps?

Coaching 86

Coaching Sales Scripts Construction 86

JustCall

NOVEMBER 25, 2022

For meeting the goal of quality control, speech analytics software examines live or recorded calls and decodes emotional signs. Similar to voice recognition software, speech analytics software analyzes spoken language through artificial intelligence. Give call center agents instructions using call center voice analytics software.

Analytics 52

Analytics Cloud contact Coaching Telecommunications 52

JustCall

MARCH 22, 2022

It involves continuous efforts to coach and better sales teams. Sales coaching plays a key role in raising a high-performing team of sales representatives. But statistics show that with excellent sales coaching, sales teams can attain 91% attainment of sales quota. So, are you tapping into coaching for your sales reps?

Coaching 52

Coaching Sales Scripts Construction 52

SharpenCX

JUNE 2, 2021

In fact, 37% of companies lack time to collect and analyze their QA data, 31% struggle to have the time and resources to coach and train people to read the data, and 25% lack the necessary technology to do so. Let’s consider four topics that will directly impact your call center QA and improve your training and coaching.

Coaching 67

Coaching Call Center Scripts Analytics 67

Vonage

FEBRUARY 5, 2019

Whisper coaching” enables managers to listen in on agents’ calls, and when it’s appropriate, they can share advice with the agents, coaching them in real time. But there’s one major limitation to whisper coaching: you need people to do the whispering. It can also provide data that forms the basis for ongoing training for agents.

Coaching 125

Coaching Contact Center Analytics Sales 125

JustCall

MARCH 9, 2023

Deploying the services of an artificial intelligence coach is a thing now. Organizations are using an AI call coach for sales reps looking to improve their job skills and enhance their training. In fact, middle-ranked agents are incrementally benefiting from an AI coach to improve their performance.

Coaching 52

Coaching Call Center Construction Best practices 52

Tethr

JULY 22, 2020

Exceptional call center leaders use a coaching philosophy to manage their teams. When coaching a remote team, leaders must learn to help their agents maximize their performance by giving them the skills they need to become stronger learners. Better your coaching by sticking to best practices. Make next steps clear.

Coaching 81

Coaching Call Center At home agents Best practices 81

24-7 InTouch

FEBRUARY 24, 2023

We will surely see this as metaverse innovations continue to emerge with developing AR/VR technology, but breakthroughs in data analytics like neuro-insights present another opportunity for companies to better understand human behavior, ultimately leading to enhanced, immersive customer experience (CX). What Does This Mean for Companies?

Analytics 52

Analytics Coaching Technology Surveys 52

Noble Systems

AUGUST 12, 2020

In recent years, many companies have turned to speech analytics to help maximize recovery and regulatory compliance. Prior to speech analytics, call center managers would randomly select a number of calls to monitor quality. Speech analytics monitors and analyzes every interaction that debt collection agents have with consumers.

Analytics 89

Analytics Coaching Call Center Best practices 89

CSM Magazine

MARCH 16, 2023

You may be asking what Pi has to do with customer data analytics in contact centres? However, in my mind speech analytics engines are accurate enough to give confidence in the results. Dive into the Unknown Here are 6 ways to implement customer analytics tools to help contact centres to dive into the unknown: 1.

Analytics 52

Analytics Coaching Finance Upselling 52

Tethr

MARCH 25, 2020

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. With real-time speech analytics, the purpose is to drive customer conversations toward better outcomes.

Analytics 75

Analytics Coaching Customer effort Sales 75

JustCall

FEBRUARY 3, 2021

Call Monitoring and Analytics: How to Turn Agents into Seasoned Experts. Managers and supervisors can easily help provide verbal coaching to the agents without affecting or intervening the conversation. Coaching agents through real scenarios and use cases is the best way to train them. Call Analytics Dashboard.

Analytics 98

Analytics Interactive Voice Response call center software Call Center 98

JustCall

MAY 6, 2022

This is why data-driven sales coaching is so important. . As a sales manager or leader, a big part of your responsibility is to coach your reps and assist them in their growth. Now, of course, real-time sales coaching is far from easy. Speaking to everyone with a single coaching program is ineffective. .

Coaching 52

Coaching Sales Morale Feedback 52

Serenova

DECEMBER 4, 2019

Analytics are becoming vital to bring about improvements to the agent experience—ultimately reducing turnover rates and improving the service agents deliver. Performance analytics: Data and analysis that evaluates how agents are performing, using various Key Performance Indicators.

Analytics 89

Analytics Chief Customer Officer Gamification Coaching 89

Voxjar

APRIL 9, 2020

This guide will show you how to make the transition to remote call coaching and quality assurance. How to overcome the biggest challenges of remote call coaching and QA. What tools are the most effective for remote call quality assurance and coaching. 3: Delivering QA and Coaching Feedback from Home. You’ll learn.

Coaching 52

Coaching Call Center Analytics contact center workforce 52

Callminer

MAY 29, 2019

According to a recent survey by Contact Babel of contact center professionals, over 90% of businesses record their calls, but only 34% are analyzing them with a speech analytics solution. To utilize your call recordings in the most efficient way you can, use tools such as speech analytics to automatically analyse and score 100% of recordings.

Contact Center 223

Contact Center Coaching Analytics Call Center 223

CSM Magazine

SEPTEMBER 30, 2022

Recognised leaders demonstrate how Calabrio Analytics delivers millions to revenues and the bottom line each year. The event celebrated companies charting the future of agent and customer engagement using Calabrio ONE through the annual Calabrio Analytics Competition and the ONE Awards. 26-29), after two years of virtual sessions.

Analytics 52

Analytics Coaching Interactive Voice Response Customer centricity 52

Noble Systems

JUNE 30, 2020

According to market research firms, the call center analytics field, especially for speech analytics, is one of the fastest-growing segments in the call center management technology market. Let’s look at what Speech Analytics is, and how the business insights it produces impact the contact center and the customer experience.

Analytics 98

Analytics Contact Center Call Center Scripts 98

Tethr

NOVEMBER 15, 2021

Contact center reporting and analytics are essential for customer service and customer experience (CX) leaders to understand contact center performance accurately. Depending on the report, data surfaced can be used to understand agent performance, improve coaching, refine products and services, and so much more.

Contact Center 99

Contact Center Analytics Marketing First call resolution 99

Provana

FEBRUARY 9, 2022

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.

Analytics 98

Analytics Call Center Technology Coaching 98

NobelBiz

FEBRUARY 21, 2023

Importance of Reporting and Analytics in a Contact Center Reporting and analytics are one of the crucial components that help gain an accurate and sincere state of a contact center’s development. On the other hand, analytics refers to the use of advanced tools and techniques to analyze the collected data.

Best practices 52

Best practices Analytics Contact Center Coaching 52

aircall

AUGUST 22, 2022

When it comes to unlocking those benefits, few tools have as big of an impact as call center analytics. Call center analytics are a clear win-win. Plecto ’s software consolidates data and analytics from numerous systems and organizes it into simplified, meaningful reports. Plecto: Improving Team Performance with Integrations .

Call Center 62

Call Center Analytics Interactive Voice Response CRM 62

CSM Magazine

FEBRUARY 1, 2022

Calabrio, the customer experience intelligence company, today announced its new coaching solution for agent performance management, Calabrio Performance Coaching. Identifying individual or team skill gaps allows leaders to better offer coaching and support to agents that need it.

Coaching 52

Coaching Gamification Customer Service Quality management 52

aircall

JULY 6, 2022

So what if we told you that analytics could be the secret ingredient you’re missing? What Is Customer Experience Analytics? Put simply, customer experience analytics is the collection and analysis of customer data from a variety of sources. Why CX-Specific Analytics Metrics Matter. That’s a lot of data! And, in the U.S.,

Analytics 62

Analytics Call Center Customer Experience Interactive Voice Response 62

Customer Service Life

JANUARY 28, 2019

Thanks to advances in artificial intelligence, specifically natural language processing, and machine learning, the tide is beginning to turn as voice and chat analytics platforms are becoming more accessible, affordable, and insightful. A chat analytics platform and a voice analytics platform are like a screwdriver and a hammer.

Analytics 60

Analytics Coaching Engineering Contact Center 60

SharpenCX

MAY 11, 2021

Every profession needs good coaching. Without great coaching, you don’t have a team. As a manager, it’s up to you to coach your individual agents into a team that helps customers. Each of your agents needs 1:1 coaching and each needs different care. You can’t use the same coaching techniques universally with your team.

Coaching 67

Coaching Call Center Customer Experience Feedback 67

Contact Center Pipeline

JUNE 20, 2017

As I travel and speak with contact center leaders around the world, a very vocal set of customers tell me that their call recording and coaching programs have gone stale. Trapped under heavy versions of software applications from the likes of NICE and Verint, these contact center leaders feel stifled by their task to engage […].

Coaching 113

Coaching Contact Center Analytics Call Center 113

Callminer

JUNE 30, 2015

How are CallMiner customers using speech technology to offer ongoing training and support to agents? Find out in our latest blog post.

Coaching 182

Coaching Analytics Technology 182

Provana

AUGUST 4, 2022

This explains why most collection agencies use speech analytics platforms to test, flag, and evaluate their calls. “Call quality” is increasingly becoming an essential criterion to measure the repeatable, sustainable, and compliant performance of any collection business.

Analytics 98

Analytics Coaching 98

CCNG

APRIL 20, 2022

Numerous disparate systems generate perpetual flows of valuable data — the analytic raw material that can yield truth and intelligence about your people, performance, processes, culture and more. Once in place, establish a data management and analytics assessment program to identify data challenges and coordinate and prioritize projects.

Customer Experience 195

Customer Experience CCNG Analytics Gamification 195

Tethr

SEPTEMBER 17, 2021

And often, that first step looks like buying a conversation analytics tool or platform to help measure effort through unstructured data. Today, we’re going to spend some time talking about common mistakes we see people make when looking to invest in a conversation analytics solution. You can’t cut corners. So, what’s the problem?

Analytics 77

Analytics Customer effort Coaching Education 77

Tethr

FEBRUARY 27, 2020

Before making an investment on voice analytics (a worthwhile investment nonetheless), it’s a good idea to brush up on what kinds of things a reputable voice analytics platform should offer. Two words: voice analytics. The 411 on voice analytics. The sheer number of voice analytics solutions can be entirely overwhelming.

Analytics 62

Analytics Coaching Contact Center Engineering 62