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Getting Started with Real-Time Speech Analytics

DMG Consulting

Getting Started with Real-Time Speech Analytics. Real-time speech analytics is a highly beneficial and practical artificial intelligence (AI)-based application that should be used by contact centers to “listen” to customer conversations and provide guidance to agents as they are helping callers. June 2022 By Donna Fluss.

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#CXSecrets: Collecting Feedback IS a Touchpoint

PeopleMetrics

Numbers aside, though, companies often tend to overlook one vital touchpoint when conducting these mapping exercises: the touchpoint of asking their customers for feedback. Optimizing the feedback collection experience. Think really hard about how you're interacting with your customer when you're asking them for feedback.

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Lesson #4: Text Analytics Is More Than A VoC Feature; It's An Absolute Must-Have

PeopleMetrics

Enter text analytics. Structured Feedback. Structured customer feedback is the most common, the easiest to deal with, and super important in spite of this lesson’s title. Unstructured Feedback. Unstructured feedback is key to understanding why those satisfaction levels are what they are. Machines (Text Analytics).

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Superior Customer Support: Guiding Clients Through Their Toughest Moments

NobelBiz

To put things in perspective, let’s first look at some statistics showcasing the importance of customer support: According to Email Analytics , 77% of customers are more likely to share a positive experience with brands. Data analytics in call centers goes beyond merely collecting data.

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How to Upgrade to an Advanced Customer Experience Strategy

Lumoa

Fine-tuning your CX elements is a constant exercise. More Data-Driven Analytics Advanced analytics is enhancing the CX industry. Gartner’s 2023 Top Priorities for Customer Service & Support Leaders Report identified customer data and analytics as integral for success. But CX very rarely deals in absolutes.

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The Complete Sales Coaching Guide: Tips and Techniques from Sales Leaders

JustCall

It is a continuous exercise where managers help reps achieve their objectives. Off the field, a sports coach will share feedback on how they can deliver an improved performance next time. For starters, you need a clear sales coaching strategy, rooted in performance assessment , feedback , and mentoring. Providing Feedback.

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5 Top Customer Service Articles for the Week of September 23, 2019

ShepHyken

Content marketing, social media, customer feedback, customer support, and training and analytics… These aren’t just buzz words. My Comment: Journey maps are an important exercise for virtually any organization to go through. Do you want to keep your happy customers? Then read this article.