ShepHyken

JUNE 1, 2023

This week, we feature an article by Miika Makitalo, CEO of HappyOrNot , the company behind the Smiley Touch™ customer experience improvement solution and a leader in data analytics. He discusses how feedback and data analytics can make or break the customer experience. The customer experience has come a long way in the past decade.

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Analytics Customer Experience Feedback Chatbots 156

Lumoa

JANUARY 24, 2024

That’s where text analytics in customer feedback proves to be one of the most valuable tools for any business. When to use text analytics This situation is where automated text analytics in customer feedback is brought in: it can help in sorting out the key topics talked about and reveal the general sentiment per topic.

Analytics 83

Analytics Feedback Metrics Surveys 83

Callminer

JULY 16, 2015

CallMiner speech analytics helps organizations across industries reduce costs & improve contact center efficiency. Read more about how with our case study examples.

Contact Center 182

Contact Center Analytics 182

Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. NLP has made feedback analytics way more accessible. Let’s explore how you can use analytics to revolutionize your customer experience.

Analytics 83

Analytics Customer Experience Management Surveys 83

Global Response

NOVEMBER 21, 2023

Customer analytics allow you to take the customer data you’ve collected and assess , aggregate and analyze it to understand trends, make forecasts and better understand your customers. Here are four key ways can analytics support your business and how can you implement them.

Analytics 62

Analytics Customer retention outsourcing Sales 62

Callminer

JULY 22, 2020

For information on reducing employee churn at your call center, download our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition. Termination Letter Examples. The following examples of termination letters put the important points touched on above into practice. General Employee Termination Example.

Call Center 182

Call Center Customer Service Best practices Coaching 182

Callminer

DECEMBER 3, 2014

Here’s how speech analytics can help your call center drive compliance and accuracy. Enrollment at for-profit institutions makes up 12% of all postsecondary students.

Analytics 182

Analytics Education Call Center 182

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

MiaRec

MARCH 30, 2024

John also provides some examples of how MiaRec's solutions are enhancing agent training, customer satisfaction, retention, and compliance adherence. In the interview, Charlie and John discuss the advantages and practical uses of Generative AI Technology in CX industry.

Analytics 83

Analytics Contact Center Technology Sales 83

Fonolo

MAY 16, 2023

Correctly interpreting call center analytics and KPIs is key to improving your operations and your customer’s experience. Call center analytics provide valuable insights that can help organizations improve their operations and customer experience. Analytics are also called key performance indicators or KPIs.

Call Center 91

Call Center Analytics Abandon rate First call resolution 91

Lumoa

MARCH 6, 2023

Garen Di Bernardo, Product Marketing Manager for Lumoa- a feedback analytics platform- provided some valuable tips on how to read customer conversations in an insightful webinar. Final Thoughts Why is Customer Conversational Analytics Important? Customer insights gleaned from feedback can be beneficial in several ways.

Analytics 83

Analytics Feedback Marketing Metrics 83

MiaRec

MARCH 21, 2024

For example, contact center managers would get random glimpses into what is going on by evaluating a tiny fraction (2-5%) of their calls. An organization's contact center is producing an enormous amount of data every day, but traditionally these insights have been inaccessible.

Analytics 88

Analytics Contact Center Management Quality management 88

ShepHyken

AUGUST 10, 2018

This week we feature an article by Jarrin Howard who writes about how predictive analytics can enhance customer relations. – Shep Hyken. These are common examples of sites using predictive analytics catering to individual customer preferences. With the rise of machine learning, predictive analytics is becoming the status quo.

Analytics 168

Analytics Upselling Banking CRM 168

CSM Magazine

FEBRUARY 14, 2024

Call analytics help you understand your customers and what they need. Call analytics records info about incoming calls like numbers, how long they last, time of day, and place. Using call analytics to find your best marketing channels makes the most of your money spent on marketing.

Analytics 52

Analytics Marketing Advertising Sales 52

JivoChat

DECEMBER 25, 2022

Learning how to connect Google Analytics to Shopify is very important to help you measure essential metrics from your online store. With Google Analytics, you will know your target audience better and understand their behavior to draw effective strategies that can bring more traffic to your pages and turn leads into customers.

Analytics 75

Analytics Accountability Sales Metrics 75

MiaRec

NOVEMBER 14, 2023

Two primary approaches to data analytics in contact centers are real-time analytics and post-call analytics. In this blog post, we'll explore the world of real-time and post-call analytics , providing examples and insights to help you understand when and how to leverage each for your contact center operations.

Analytics 52

Analytics Contact Center Quality management Management 52

MiaRec

NOVEMBER 14, 2023

Two primary approaches to data analytics in contact centers are real-time analytics and post-call analytics. In this blog post, we'll explore the world of real-time and post-call analytics , providing examples and insights to help you understand when and how to leverage each for your contact center operations.

Analytics 52

Analytics Contact Center Quality management Management 52

NICE inContact

NOVEMBER 12, 2020

One tool that helps businesses know their customers better, anticipate their needs, and proactively address emerging issues is interaction analytics. A recent Aberdeen report stated that 59% of companies rate Augmented Analytics as critical or very important in the COVID-19 environment.

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Analytics Best practices Call Center 98

LiveVox

NOVEMBER 3, 2022

The post Customer Experience Analytics: What Is Text Sentiment Analysis And How Can You Use it In Your Contact Center? With Examples) appeared first on LiveVox. Customers may keep their opinion private to avoid conflict. This could leave companies in the […].

Contact Center 52

Contact Center Analytics Customer Experience 52

JustCall

AUGUST 8, 2023

Moreover, AI-driven data analytics can uncover new revenue streams and business opportunities through insights gained from vast amounts of data. Example: “ORION” (On-Road Integrated Optimization and Navigation) is a smart system used by UPS. This improves efficiency, reduces fuel consumption, and enhances delivery times.

Transportation 52

Transportation Chatbots Engineering Enterprise 52

Quiq

SEPTEMBER 30, 2022

It’s best to segment customers or specific customer journeys (for example, the journey through purchasing online goods vs. in-store services) to narrow how each group interacts with your brand. Here’s an example of a narrow-focused current state customer journey map from Spotify. The post Customer Journey Mapping 101—With Examples!

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Journey mapping Sales Scripts Chatbots 82

Expivia

NOVEMBER 20, 2020

This week we will be talking about 10 unique use cases for speech analytics. Speech analytics is evolving to have use cases not yet thought of. For those of you who use speech analytics and want to expand the ROI for them, this is for you. Using speech analytics we can determine how much silence a call contains.

Analytics 98

Analytics Morale Finance Benchmark 98

MiaRec

AUGUST 30, 2023

John provides insightful examples of how MiaRec's solutions are enhancing agent training, customer satisfaction, retention, and compliance adherence.

Analytics 52

Analytics Call Center Contact Center Sales 52

Tethr

SEPTEMBER 8, 2021

Here at Tethr, we did the original research around effort reduction, artificial intelligence, and conversation analytics nearly ten years ago. Today, we’ll be taking a more technical look into the role of artificial intelligence in conversation analytics, and how we use AI to derive insights from your customer conversations.

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Analytics Technology Banking Engineering 99

AWS Machine Learning

DECEMBER 19, 2023

Now that you’ve gone through the creation and initial deployment, the MLOps engineer can configure failure alerts to be alerted for issues, for example, when a pipeline fails to do its intended job. Ankur Goyal is a director in PwC Australia’s Cloud and Digital practice, focused on Data, Analytics & AI. Rama Lanka lapalli is a Sr.

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Analytics Engineering Government Best practices 111

DMG Consulting

JUNE 8, 2021

Current Status of Speech (and Text) Analytics. Interaction analytics removes the mystery from customer conversations. DMG expects analytics-enabled quality management (AQM) to be one of the “next big things” in the IA market. Real-time guidance is another important and emerging use for IA solutions.

Analytics 107

Analytics Enterprise Contact Center Marketing 107

CCNG

MARCH 6, 2024

There are many types of AI, however, 95% of AI is being utilized effectively and most of the innovation in the contact center is based on Generative and Analytical. Analytical AI analyzes large amounts of data and processes quickly, sometimes in real-time, and creates actionable insights from that data.

Contact Center 195

Contact Center Calibration Analytics Interactive Voice Response 195

CSM Magazine

JANUARY 2, 2024

These VIP patrons demand a personalized and seamless experience, and casinos can meet these expectations by leveraging data analytics. In this article, we will explore how casinos can use data analytics to enhance high roller customer service and ultimately drive business success.

Analytics 52

Analytics Entertainment Customer Service Benchmark 52

JustCall

MARCH 7, 2023

Add to that the heightened customer expectations today (especially after the pandemic), and you will see the need for a robust analytics contact center solution. What Is Contact Center Analytics? Much like every other department of a business needs analytical insight to function well, so does the contact center.

Contact Center 52

Contact Center Analytics Average Handle Time Call Center 52

DMG Consulting

APRIL 14, 2023

Interaction Analytics: Listening in on the Omnichannel Customer Journey View this article on the publisher’s website. Interaction analytics (IA) literally listens to (or reads) the voice of the customer and interprets what they are saying (or writing) and how they feel about a company, product, or service.

Analytics 48

Analytics Quality management Enterprise Contact Center 48

Call Center Weekly

OCTOBER 10, 2017

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. I’m going to provide an example of a “tricky” type of ad hoc search situation.

Analytics 136

Analytics Call Center First call resolution Scripts 136

Callminer

APRIL 26, 2017

Examples of Improved First Call Resolution. Speech analytics can have a great impact on FCR. Surprisingly (but not), the Leaders using speech analytics averaged a 76% first-call resolution rate ; comparatively, the Followers had a 23% average FCR. So, what is it about speech analytics that helps to improve FCR rates?

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First call resolution Best practices Contact Center Analytics 140

JustCall

DECEMBER 7, 2022

Well, there are sales metrics and sales analytics software to take you closer to goals. Read on to know how to track and improve your sales performance by using the right metrics and analytical tools. What is Sales Analytics? Sales analytics is the process of generating actionable insights from the sales data.

Analytics 52

Analytics Sales CRM Metrics 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