Global Response
MARCH 27, 2024
Call centers are increasingly turning to big data analytics as a pivotal tool for optimization. This transformative approach streamlines operations and significantly enhances the quality of customer interactions. Understanding big data analytics in call centers First off, what is big data analytics? Let’s take a look.
Uniphore
SEPTEMBER 22, 2021
Interaction analytics takes unstructured data from customer interactions across multiple channels and harnesses it to let you understand the true voice of the customer. How can you distinguish between a product that offers a few basic speech analytics capabilities and a robust AI-powered interaction analytics solution?
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C Space
OCTOBER 1, 2018
is VP, Research and the head of our global Data & Analytics team at C Space. Ignoring customer emotion means missing opportunities to get customers to choose you and recommend you. Text analysis of customers’ open-ended responses then reveals what specific aspects of the experience created those negative emotions.
CSM Magazine
JUNE 27, 2018
While we are happy to chat to friends and colleagues using messaging, text, social media and email, when it comes to contacting our bank, insurance company or healthcare provider, we’re often sent to the back of the phone queue. Customer service departments are still rooted in voice-centric service infrastructure, but this is about to change.
Beyond Philosophy
MAY 15, 2021
Verint helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise. 5 Rules for Managing Your Customer Experience in Business to Business. Recognize that customer emotions apply. Manage different customers differently.
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