7 Speech Analytics Mistakes That Can Cost You Big

Call Center Coach

Finding the right Speech Analytics Solution starts with knowing the right questions to ask. It’s also important to know that avoiding Speech Analytics mistakes requires you to know the questions not worth asking. Speech Analytics Mistake #1 : Being driven by misconceptions.

14 Ways Call Centers are Rocking Today’s Education Industry


The education industry is at crossroads, I mean the administrative costs are soaring up, the revenues are declining, and the popularity of online courses isn’t helping the growth prospect of the education institutions either. blog Call center education

Emotion Analytics is at the Heart of Customer Experience Innovation


And now, with the help of emotion analytics, more companies are tuning into their customers’ feelings in an attempt to learn what makes them tick. What is emotion analytics? Research indicates that over the next five years, the emotion analytics market will register a 60.8%

Removing The Training Wheels - Self Service Solutions in Speech Analytics

Call Center Weekly

By Diana Aviles I feel like I often say, “One of the biggest challenges in speech analytics is.” Remember, at the end of the day as speech analysts you should be aiming to spread the word about speech analytics as much as possible. CCW Speech Analytics

Speech Analytics 101: Hours of Research in 30 Minutes

Speaker: Roger Lee, Director Customer Success, Gridspace

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!

Leading Private Education Provider Puts Verint at the Front of the Class


This large, leading private education provider offers professional development and educational programs and services to working adults.

Content Marketing As Your Ultimate Education Expert


However, what if that knowledge can be transformed into educational resources that would work as proactive customer service? As these quotes and ideas began sweeping across marketing campaigns, many forgot one major factor behind content – education. How Can I Distribute And Educate?

How to Successfully Implement Customer Journey Analytics


By Swati Sahai Companies are increasingly benefiting from customer journey analytics across marketing and customer experience, as the results are real, immediate and have a lasting effect. Learning how to choose the best customer journey analytics platform is just the start.

Journey Analytics: The Key to Your Customer Journey Map


To truly unlock the potential of a customer journey map, you need to understand the role of journey analytics. That’s where journey analytics comes in. Journey analytics lets you understand exactly what the customer thinks and feels at each step of the journey.

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.

How to Pick the Best Customer Journey Analytics Platform for Your Needs


More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. Three Primary Capabilities of the Best Customer Journey Analytics Platforms.

How to Successfully Implement Customer Journey Analytics – Part 2


Customer journey analytics is a whole new approach to analytics that involves having a journey-based mindset and being customer-obsessed. In this two-part blog series, my intention has been to help you create a successful customer journey analytics implementation plan.

Journey Analytics: The Key to Your Customer Journey Map


To truly unlock the potential of a customer journey map, you need to understand the role of journey analytics. That’s where journey analytics comes in. Journey analytics lets you understand exactly what the customer thinks and feels at each step of the journey.

Home-grown Charlotte data analytics company announces 200 jobs and multi-million-dollar expansion


Stratifyd is another example that shows how Mecklenburg County has the talent, the entrepreneurial ecosystem, the business-friendly climate and most importantly the higher education infrastructure that allows cutting edge technology companies to reach their full potential.”.

Listen to Your Heart (or your calls)

Call Center Weekly

They speak many languages and are versed in different speech analytics solutions. I am notorious for saying that our goal in speech analytics is to help make insights easier to obtain- not outright replace human listening. Speech Analytics (SA) is an extremely interactive process.

Analytics: Back to the future again

Customer Interactions

Analytics - video, voice, biometrics - have matured over the years, from the Sci-Fi phase where everyone''s expectations were unrealistic, to more practical, and now it seems, back to the future again.

Dr. Natalie’s Research Agenda and Published Research

Natalie Petouhof

Digital Transformation: Customer Engagement, CRM, Innovation, Customer Experience, Customer Service, The Cloud and Analytics. • ROI Of Customer Service & Customer Experience. • Tweet If you are wondering what I have been up to lately, I thought I would put all the research I have published into one place. Here’s a list of Dr. Natalie’s completed and published research and soon to be published content!

3 Key Takeaways From #CallCenterWeek 2016 in Las Vegas, NV


Five days of inspirational, educational, customer-oriented keynotes, sessions, demos, and more designed to help companies deliver exceptional customer service. Call Center Best Practices Contact Center Efficiency Customer Experience Speech Analytics

Summary of Key Findings

Enghouse Interactive

Webinar Recorded: Thursday, July 11 th 2019. Replay. We hope that you enjoyed our Expert Webinar and benefited from the information John Cray (Enghouse Interactive) and Art Schoeller (Forrester Research) shared with you.

I’m Judging the SuperNova Awards: Make Sure to Submit Your Case Study

Natalie Petouhof

big data, predictive analytics). • Digital Marketing Transformation – Personalized, data-driven digital marketing. • Future of Work: Social Business – The technologies enabling teams to work together efficiently. Tweet I’m judging the 2016 Constellation SuperNova Awards ! Every year the Constellation SuperNova Awards recognize individuals for their leadership in digital business. Nominate yourself or someone you know before August 8, 2016.

Your Query Failed. Now What?

Call Center Weekly

Frustrating building is often one of the major contributing factors for why organizations pull out of speech analytics programs. So while there is no real life Speech Analytics equivalent of a Game Genie, I came up with a list of things that might help you get past the level.

Comparing and Purchasing Call Monitoring Software: 20 Experts Reveal the Biggest Mistakes Companies Make (and How to Avoid Them)


A few years ago, when we were making our transition to call tracking, a big thing we looked for when comparing software was the ability to integrate directly with Google Analytics. Some of these systems employ speech analytics to determine what is being said and the overall tone of the call.

3 Way Call Recording and Quality Management can save your business money

Enghouse Interactive

Enghouse Interactive Educates quality monitoring speech analyticsToday, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Using the right approach will enable your organization to deliver better service, protect callers and agents and ensure customer contacts result in positive outcomes. The result to the bottom line?

3 Behavioural Mindsets for Accurate Content Personalization

Peter Lavers

best product), fewer service enquiries and better educated self-service. The customer is working on outdated or misinformed information and realises the need for swift education in the subject. AI and Cognitive Analytics CRM Customer Behaviour Digital Latest Thinking Marketing

Ingestion Indigestion

Call Center Weekly

By Diana Aviles Ingestion is Speech Analytics (SA) jargon that describes the act of the SA tool downloading a copy of call audio and its associated metadata from the recorder source. These often lead to stressful situations between the speech analytics software company and the end user group.

Survey Reporting: How to Communicate Your Survey Results


The change requires training for customer service representatives, customer education via the marketing department, and website integration assistance from the IT department. Online Surveys Survey AnalyticsSurvey reporting isn’t a prescribed formula.

Audio Deep Dives: Listening Analysis Made Simple

Call Center Weekly

By Diana Aviles The core part of Speech Analytics that sometimes gets lost amongst the high powered metadata and reporting functionalities are the audio insights themselves. CCW Metrics Speech Analytics

You Bought into Customer Engagement as a Business Strategy. Now What?


An ideal way to identify these causes is to examine Interaction Analytics data. This can include outtakes from your speech, text and/or social analytics. And few things irritate customers more than having to re-educate new agents about prior interactions. If yours is among the growing number of companies that have embraced customer engagement as a business strategy, you may be wondering, “Should we be doing something differently than before?”.

Honorees Announced for the 2016 Marketing Hall of Femme!

Natalie Petouhof

Attendees will meet the 2016 Leading Ladies, hear the first-person narratives behind their success stories, and attend educational sessions that explore the challenging yet rewarding roles of female leaders in the marketing industry today.

Digital Brick-and-Mortar: The 7 NRF Sessions For Seamless Retail Experience


We've narrowed down the impressive list to the top seven we'd attend in an effort to educate and give real world examples on how to capitalize on this seamless, digital brick-and-mortar imperative. Customer Experience Analytics Events Retail

See You at Customer Contact Week in Las Vegas


CallMiner is excited to return to Customer Contact Week as a sponsor, exhibitor, and workshop host featuring expert insights and customer testimonials for leveraging interaction analytics in enterprise-level CX strategy!

The Future is Now: Take Your Customer Data to the Next Level

CX Journey

Predictive analytics and, more importantly, prescriptive analytics. And now we have prescriptive analytics, which takes that prediction and tells you why and then what to do, outlining the next best action to take in order to achieve a desired outcome.

Canadian Red Cross Powers Customer Experience with Pointillist: A Conversation with Andrew George


Canadian Red Cross’ Andrew George sat down with Pointillist’s Steve Offsey to talk about their recent success at the Loyalty360 Customer Awards, their adoption of customer journey analytics and the road ahead. Steve : You’ve been a strong advocate of customer journey analytics.

Local Motor’s Self-Driving Vehicle Taps the Power of IBM Watson

Natalie Petouhof

Harriet Green, General Manager, IBM Watson Internet of Things, Commerce & Education commented that, “ Cognitive computing provides incredible opportunities to create unparalleled, customized experiences for customers, taking advantage of the massive amounts of streaming data from all devices connected to the Internet of Things, including an automobile’s myriad sensors and systems.

How Can You Transform Your Contact Center with Data?

Emicen Contact Centers

For example, online self-service—web content that informs and educates customers—was introduced so enterprises could divert customers to a low-cost channel in order to reduce company expenses like agent payroll, phone services, rental costs that can erode margins.

Digital Disruption is Gonna Get You Unless You Prepare Your Brand Now

Natalie Petouhof

Without a digital workflow and content automation (WCA) platform and corresponding analytics, it can be very difficult to make sure the investments the organization has made in separate software solutions are actually returning the investment. Tweet Disruption surrounds the marketplace.

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Peter Lavers named as a Top Customer Service Influencer

Peter Lavers

Peter has received numerous “top influencer” accolades in related subjects (analytics, digital, AI, etc.), WCL Customer Management’s founder and MD Peter Lavers has again been named as one of the world’s top customer service influencers.

The Agent Churn Cycle: Why It Happens and How to Prevent It


Speech analytics technology leaves no room for guessing. Companies tend to struggle with this, as they fail to offer continual education programs or provide support to those that need an extra push. The solution: You guessed it, speech analytics.

Guest Blog: 7 Effective Ways HR Tech Improves Employee Engagement


Technology in HR is also changing the way companies provide training and education to their employees. A sound education platform that can be accessed on the go and connects back to performance management is the key to successfully boosting employee engagement in this area.