NPS and Text Analytics—Customer Feedback Decoded


So…you’ve surveyed your customer base and now you have a ton of feedback. This is where text analytics comes into play. The post NPS and Text Analytics—Customer Feedback Decoded appeared first on CustomerGauge.

How customer feedback fuels our innovation


At CustomerCount, we value our client feedback so much that we use it to guide our innovations and enhancements including text analytics and gamification Continue reading → The post How customer feedback fuels our innovation appeared first on CustomerCount.

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Call Center Agent Feedback: Tips & Best Practices for Providing Effective Agent Feedback


Providing feedback to agents in your call center is entirely needed to maintain and improve a quality facility. However, knowing how to deliver feedback can be tricky. Unfortunately, there are a number of pitfalls that can derail the process of delivering effective feedback.

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%

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. percent) and direct feedback from customers (39. Revenue and customer feedback are. feedback from.

Improve CSAT and Brand Loyalty with Voice of the Customer Feedback

Noble Systems

This feedback produces Voice of the Customer (VoC) that can help your company redefine and elevate the customer experience throughout the journey which, in turn, strengthens engagement and loyalty. Training employees when and how to ask for feedback is vital.

CustomerCount, Keatext Text Analytics Partnership Enhances Actionable Feedback Data


CustomerCountSM Adds Text Analytics to More Fully Support Business Intelligence New Reporting Component Takes Unstructured Data Verbatim Comments and Creates Sentiment Analysis INDIANAPOLIS, IN (August 1, 2016) – CustomerCountSM, the online customer feedback management system, has teamed with Montreal … Continue reading → The post CustomerCount, Keatext Text Analytics Partnership Enhances Actionable Feedback Data appeared first on CustomerCount.

How to Take Action on CSAT Feedback


The work to take action on feedback actually begins long before you even launch your CSAT survey. As you’re designing the survey, in order to ensure that you can take action on the feedback you get from customers, you need to consider the following for each question you ask.

#CXSecrets: Don't Limit Feedback Opportunities


But that doesn't mean we aren't willing to provide feedback. In fact, we as consumers are more eager to openly provide feedback to companies than ever before. When I first started, we would call customers on the phone - on our time - to ask them for feedback.

Guest Blog: Is Your Contact Center Using the Right Customer Feedback Tool?


Before Soliciting Feedback. CCW’s report confirms that the customer feedback survey remains a centerpiece of the “voice of the customer” strategy: 63 percent of respondents call it a priority. This is actionable feedback that your customers may not be able to articulate.

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

Analytics. analytics software provider. feedback from customers is the. analytics. of analytics, companies can. management, voice-of-the-customer (VoC) analytics and advanced reporting–that transforms the contact center into a customer. Shorten feedback.

How YETI Stays Ahead with Feedback


Chris Hogan, Business Analytics and Modeling, YETI. I am the Associate Manager of Data Analytics & Modeling for our Customer Engagement Group. How does feedback play a role at YETI? Feedback is very important and luckily we have GetFeedback!

Say Goodbye to Agent Turnover, Not Your Agents

Contact Center Pipeline

Speech analytics automated call scoring call center contact center customer engagement analytics employee feedback employee recognition interactive voice response IVR knowledge base speech analytics

How to Use Text Analytics to Improve Your Customer Experience


With text analytics, you can examine open-text feedback for an organized, actionable, high-level view on the feelings and the comments your customers make about your company. Why you should use text analytics. Scalable feedback. How to use text analytics to improve CX .

Customer Feedback text analytics – when words matter


Actionable insights from customer feedback survey responses By John Heffernan, WRAP Partner and associate at EVC Marketing Words are everywhere, written, spoken, in books, magazines, films and TV, advertising, billboards, and of course, on smartphones phones, laptops, desktop screens. Regardless … Continue reading → The post Customer Feedback text analytics – when words matter appeared first on CustomerCount. News Customer Feedback Keatext text analytics

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

speech analytics as the tool that will have the biggest. Using speech analytics, contact centers can translate. feedback from. are empowered and given the feedback. training, and data-driven feedback— and all of that starts with the right.

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?

Speech Analytics and AI Is a Winning Combination

DMG Consulting

Speech Analytics and AI Is a Winning Combination. Speech analytics is getting a new lease on life courtesy of artificial intelligence (AI), machine learning, and the digital transformation. Vendors in most IT sectors claim to provide AI-enabled solutions, and the speech analytics providers are no exception. As the pace of business has accelerated, the demand for real-time speech analytics has increased. The future of this process is analytics-enabled QM (AQM).

How VOC Analytics Improves Contact Center Performance

CX Accelerator

Contact centers are big on analytics. Fortunately, tools do exist that collect direct customer feedback, or Voice of Customer (VoC), which can give insight as to the level of service they received so operations can be enhanced.

The Analytical Leader: Understanding Customer Experience Requires Thick Data

CX Advantage Walker

The post The Analytical Leader: Understanding Customer Experience Requires Thick Data appeared first on CX Advantage. Overview Thick Data provides insight into people’s emotions, motivations and ways of thinking.

Optimizing Customer Experience Data to Drive Business Success

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


But customer analytics have more to tell you than scores alone. Think of data as representing the ongoing feedback loop between a company’s internal culture and its customers. Customer analytics, used appropriately, can be the healing salve for a broken internal culture.

#CXSecrets: Collecting Feedback IS a Touchpoint


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.

The Advantages of Analytics-Enabled Quality Management

DMG Consulting

The Advantages of Analytics-Enabled Quality Management. Analytics-enabled QM (AQM) is the future for QM, and can solve many of these issues. DMG defines AQM as “an application that leverages interaction analytics, business rules and automation to identify, classify and score as much as 100% of voice and text-based interactions based on defined quality criteria.” It can provide feedback on a timely basis. AQM is an application provided by speech analytics vendors.

Inside View: Fannie Mae

Contact Center Pipeline

Contact centers may offer a wealth of data, yet the most meaningful customer insights often lie buried within stored conversations, transaction histories and survey feedback.

Study: The Health of the Contact Center

speech analytics as the tool that will have the biggest. Using speech analytics, contact centers can translate. feedback from. are empowered and given the feedback. training, and data-driven feedback— and all of that starts with the right.

5 Channels for Collecting Customer Feedback (that you’re probably not using)

ProProfs Blog

Collecting and responding to customer feedback is critical for any growing business. Ignoring or failing to collect feedback is like flying a plane at night without instruments: you hope you’re headed in the right direction, but you can’t really be sure.

How To Capitalize On Customer Feedback


One often overlooked aspect of customer service is sourcing customer feedback. What many managers don’t understand is that customers are often willing to give feedback to brands they have done business with and some, in fact, are eager to do so! The Importance of Customer Feedback.

How to Take Survey Feedback and Build an Actionable Plan


Collecting survey feedback from your customers is easier now than it has ever been before. But while collecting survey feedback is simple, the real value is in actioning that feedback. Receiving actionable survey feedback. Key elements of a survey feedback action plan.

Analytics and Communications: Bridging the Gap

Revation Systems

And since most customer communications take place through digital channels, analytics can help businesses to facilitate even better communication and improve their consumer engagement. Analytics for Better Service.

10 Steps to Immediately Improve Customer Retention With Journey Analytics


In this post, I take an in-depth look at why customer retention matters and the ten powerful ways in which customer journey analytics can help you immediately improve customer retention. Hand-picked related content: How to reduce churn using customer journey analytics ]. By Swati Sahai.

How to Successfully Implement Customer Journey Analytics – Part 1


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. By Swati Sahai.

Gain Quality Customer Feedback and Avoid the Creep

NICE inContact

Collecting quality customer feedback is great, but how can you ensure that it’s actionable for your business? Find the right balance for your customers to deliver helpful feedback. For example, use speech analytics to uncover feedback in your recorded calls, and use interaction data to tell you what behavior says about customer experience. The post Gain Quality Customer Feedback and Avoid the Creep appeared first on NICE inContact Blog.

Understanding Customers – Beyond the Analytics


Surveys asking for feedback are great – but sometimes the results only tell us a small part of the story. By dispatching anthropologists into retail stores, Underhill and his team observed behavior otherwise never examined in traditional feedback. Don’t stop asking for feedback.

How Survey Feedback Improves Product Offerings at Constant Contact


The Sentiments Blog team recently had the opportunity to chat with Chris Rogers, VOC Analytics Project Manager at Constant Contact. Rogers : We are currently analyzing customer feedback – both text-based comments and customer ratings – from multiple customer surveys.

The Market for Speech Analytics Will Grow 30% in India


I recently spoke with Dataquest India about the growth rate for speech analytics there—I would estimate it’s at least 30% if not higher. and other clients to provide speech analytics insights—but also local players such as the large banks and telecoms.

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


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. I have introduced a lot of terms regarding types of feedback.

A 5-Step Introduction to Journey Analytics


Journey analytics allows you to take advantage of quantitative and qualitative insights gathered from across the business and infuse them into a journey-based view for more credible, data-driven decision-making. Here is a high-level guide to embarking on journey analytics.

What are the top ways we should use speech analytics to get the maximum benefits?

DMG Consulting

Question: We are just getting started with speech analytics. Answer: Enterprise executives who are not thinking more broadly about the uses of solutions like speech analytics are leaving cost savings and valuable benefits on the table. Analytics-enabled quality management uses speech and text analytics solutions to review up to 100% of interactions, 100% of the time, in 100% of channels.

Tips for Designing a Closed-Loop Feedback Process

CX Journey

Image courtesy of Pixabay Do you close the loop with customers after they provide feedback? Many companies listen to customers, but a big chunk of these companies don't do anything with the feedback or follow up with customers about what they heard. What will you do with the feedback?