Speech Analytics for Improved Customer Service

Monet Software

Speech Analytics has been common practice at larger call centers for years. Many of these call centers are now incorporating this practice into its quality monitoring strategy for improved customer experience and satisfaction. Analytics Blog

Millennial Generation Customer Service – The Ultimate Guide


This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. Key preferences to consider in Millennial generation customer service: Text me, I don’t like to talk: Millennials prefer to communicate over text messaging and rarely make phone calls. They demand highly convenient and fast service. Self-service platforms. Know your customer.

5 Top Customer Service Articles for the Week of July 29, 2019


Each week I read a number of customer service and customer experience articles from various resources. If the statement doesn’t focus on customers, that’s fine. Then have a customer service vision statement. My Comment: Customer success is a hot topic.

5 Top Customer Service Articles for the Week of April 1, 2019


Each week I read a number of customer service and customer experience articles from various resources. Customer Service Is Poised for an AI Revolution by Vala Afshar. Use of AI in customer service is predicted to increase by 143 percent over the next 18 months.

Study: The Health of the Contact Center

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the. 500 million to revamp the in-flight experience for its customers and improve customer relations in the contact.

How to Achieve Personalized Customer Service with AI Tools


Personalization as a driver in customer service. For organizations to succeed in creating a truly personalized CX, innovative approaches must be implemented that resonate deeply with customers so that they feel valued and appreciated. Customer Analytics. Hello.

How Chat Analytics Differs from Voice Analytics

Customer Service Life

Today’s contact centers are overflowing with insights about how to deliver a better customer experience. A chat analytics platform and a voice analytics platform are like a screwdriver and a hammer. Voice Analytics. First, let’s look at voice analytics platforms.

Workforce Management's Impact on Customer Service

Call Center Weekly

This bit speaks to me in the context of customer experience: “Treat me good, I’ll treat you better, treat me bad and I’ll treat you worse” Customers don’t really want to be amazed or have their hair blown back – just helped. Treat them good – they’ll treat the customers better!

Big Data Analytics Creates Smart Contact Centers


As the primary connection for customers’ concerns, call centers have massive amounts of data pouring in hourly. Collecting the information is the easy … Big Data Analytics Creates Smart Contact Centers Read More ».

What is Desktop Analytics for Contact Centers?

Monet Software

The relationship between contact center agents and contact center technology plays a significant role in how well customer service expectations are met. Desktop analytics provides a means of analyzing how well that relationship is working, and where it could use some improvement.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

topic in C-suites, AI for customer engagement is white hot. As a pioneer in AI for contact center customer service and customer. companies to transform—not just improve—customer service and. center customer service. Guide search and service.

AI Customer Service: Today’s Most Transformative Technologies


It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers. A Tata Consultancy Services survey found that 31.7% Customer-facing AI technologies. Customer Identification.

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. The Ascent of Analytics at Call Centers.

4 Reasons You Need Speech Analytics In Your Call Center

Monet Software

Here are the four reasons your call center should be looking into speech analytics. Call centers have long understood this and try to mine the elements from each conversation deemed most relevant to company performance and customer service. It Improves Customer Service.

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


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

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

to meet customer expectations for digital service Social Media Voice of the. Customer. Analytics. Digital Self Service Tweet this Customers want digital self- service options, such as chat and. said self-service availability. to customers.

4 Lessons from AI Proof of Concept Failures in Customer Service


AI technologies have enabled biometric identification, voice recognition, predictive analytics and, of course, chatbots. It was initially conceived as a text-based version of Siri or Alexa that would assist users with scheduling appointments and dealing with customer service departments.

Enterprise Uses of Speech Analytics (whitepaper)


Enterprise Uses of Speech Analytics (whitepaper). 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? 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.

5 Challenges Customer Service Managers Face Today

CSM Magazine

Check out these five challenges currently facing Customer Service Managers on the quest for top-rated customer service. The field of customer service is a constantly evolving one, particularly as technology advances continue to come at a fast and furious pace.

Customer Service Is Everyone’s Responsibility


Customer Service Is Everyone’s Responsibility. Customer service must be an essential element of the culture of every company, and all relevant departments must be part of the overall workflow. The days of interdepartmental squabbles must end, as it’s detrimental to customers and expensive for most organizations because it increases the number of employees who are involved in handling an issue, negatively impacting the bottom line. WHAT CUSTOMERS WANT.

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

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. understand new sources of customer data and. quickly act to meet new customer expectations.

5 Top Customer Service Articles for the Week of February 18, 2019


Each week I read a number of customer service and customer experience articles from various resources. Top Technology Trends That Will Reshape The Customer Experience In 2019 by Puru Govind. 3 Customer Loyalty Trends for 2019 by SmarterCX Team.

What is Quality Management Analytics?

NICE inContact

But what’s all this hype about using analytics to perform quality activities, and could it help you? Analytics allows you to analyze every interaction to understand what was communicated by agent and customer, identify outcomes and evaluate the overall experience. Thus, Quality Management Analytics harnesses the power of analytics and leverages those insights to make your quality program more precise and efficient. The post What is Quality Management Analytics?

Peter Lavers named as a Top Customer Service Influencer

Peter Lavers

WCL Customer Management’s founder and MD Peter Lavers has again been named as one of the world’s top customer service influencers. He has been featured on Fit Small Business’s Top Customer Service Influencers of 2018 list. .

5 Top Customer Service Articles For the Week of January 9, 2017


Each week I read a number of customer service articles from various online resources. High-Performing Customer Service Teams Use Predictive Analytics by Vala Afshar. Data and predictive analytics are playing a stronger roll than ever in the customer service world.

The Health of the Contact Center: Are You Ready for 2019?

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the. 500 million to revamp the in-flight experience for its customers and improve customer relations in the contact.

8x8 Launches Speech Analytics and Integration Framework


Working with customers, we’ve found that regardless of their goals, be it growth, digital transformation, operational efficiency, software development or even just replacing outdated phone gear, there is clear theme—success depends on the speed of execution. Analytics Features.

Guest Blog: How Live Chat Can Improve Conversion Rate For Your Business


Live chat is a powerful tool that can help you reach your customer in a myriad of different ways. There is nothing more frustrating for a customer than dealing with a piece of technology that is hard to find and even harder to use. Hold your customer’s hand a little. Customize.

5 Top Customer Service Articles For the Week of February 26, 2018


Each week I read a number of customer service and customer experience articles from various resources. Can awful airline customer service be overridden with AI and analytics? Managing the Fragile Customer Experience by Laurent Bride. (IT

Using Interaction Analytics to Improve the Customer Journey (whitepaper)


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.

Reducing Agent Effort and Lowering AHT for a Better CX

Speaker: Roger Lee, Director - Customer Success, Gridspace

Guest Blog: Left Brain, Right Brain: Aligning Internal Culture and Customer Analytics


This week on our Friends on Friday guest blog post my colleague, Jeff Dahms, write about the importance of using customer data properly and aligning it with the internal culture of an organization. But customer analytics have more to tell you than scores alone.

4 Reasons Your Customers Won’t Reach Out to Customer Service


To relieve customers’ hard feelings about problems with some products or services, companies usually choose to improve the customer service skills of their agents. Followed by how you turn it around can make them reach out to your customer service instead.

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5 Top Customer Service Articles For the Week of December 12, 2016


Each week I read a number of customer service articles from various online resources. Boomtrain) Artificial Intelligence, machine learning, and big data analytics have been around for a while in the B2B world. Social media ROI, loyalty and the customer experience by Chris Teso.

5 Must-Attend Customer Service Conferences in 2019


Have you been searching for the best customer service conferences to attend in 2019? We’ve made the case before that conferences offer customer service professionals a host of rewards, including valuable knowledge, product exposure, and the opportunity to build new relationships.

Trends in Workforce Management and Integrated Analytics

The Northridge Group

Forecasting call volume and determining staffing needs are becoming more complicated due to the multiple channels that are now available for customer service.

5 ways speech analytics can plug your customer service intelligence gap


Speech analytics works by analysing spoken words, variations in pitch, silences and other verbal cues. Using it means you take the raw data from phone calls and convert it into information your business can use to improve the customer experience in five key ways.

11 Customer Service Metrics to Start Measuring


Customer service has long been an area of focus for marketers and support specialists. After all, 67% of consumers list bad customer experience as one of the primary reasons for churning and 39% of consumers avoid vendors for over 2 years after having a negative experience.

Microsoft Acquires FieldOne Systems LLC To Create Better Customer Service Experiences Via IOT and Analytics

Natalie Petouhof

Tweet How many of you have waited for the “cable guy” or “phone person” or experienced customer service that just wasn’t close to being the experience you wish the brands you do business with would provide?

It’s Time to Rethink Your Approach to Supporting Customer Service Agents

Contact Center Pipeline

Building powerful and engaging customer experiences through the contact center requires several important ingredients—just-in-time and in-context analytics, artificial intelligence for self-service and after-contact work, seamless omnichannel options for customers, and fair, accurate scheduling.