LiveVox

DECEMBER 8, 2023

By Nick Morris, Senior Director of Data Analytics, LiveVox Without direct visual observation, it can be difficult to identify agents who might be struggling or not applying their training […] The post Maximizing Remote Agent Performance: How to Use Analytics to Spot Trends and Opportunities appeared first on LiveVox.

Analytics 88

Analytics Contact Center Management 88

CCNG

JULY 13, 2022

Without strategic analytics, multiple data sources can create their own set of challenges on top of the ones they are meant to solve. It is important to train AI to understand what it can in a channel before considering how to action the AI’s output. With proper interpretation, it can detect mood, fatigue, and the result of challenges.

Analytics 195

Analytics CCNG Management 195

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

Callminer

JANUARY 11, 2023

Understanding omnichannel customer experience analytics is essential to satisfying customers and maintaining a competitive edge. Read this blog to learn how to put analytics to use.

Analytics 182

Analytics Customer Experience 182

ShepHyken

FEBRUARY 20, 2024

Before ISG, John was at Edible Arrangements and, before that, CEO of Kenosia, a data and analytics software company that was ranked #1 for customer experience four years in a row by Consumer Goods Magazine. The key is to constantly make it smaller and smaller. ” About: John Boccuzzi, Jr. is President of ISG Research.

Customer retention 192

Customer retention Analytics Customer Experience Customer Service 192

Global Response

MARCH 27, 2024

Call centers are increasingly turning to big data analytics as a pivotal tool for optimization. Today, we’ll explore the cutting-edge techniques and strategies at the intersection of big data analytics and call center operations. Understanding big data analytics in call centers First off, what is big data analytics?

Big data 62

Big data Call Center Analytics Interactive Voice Response 62

Lumoa

JANUARY 24, 2024

That’s where text analytics in customer feedback proves to be one of the most valuable tools for any business. And if you want to become a real change-maker in your organization, you need to learn how to extract insights from customer feedback. Careful and well-implemented text analytics can easily reveal dozens of improvement ideas.

Analytics 83

Analytics Feedback Metrics Surveys 83

Contact Center Pipeline

SEPTEMBER 24, 2020

Contact centers are complex and unique businesses. Some are five agents strong while others employ thousands. And while each contact center has its own business strategy and objectives, one common goal spans the industry: keeping customers happy. In a service-based economy, positive customer interaction is more important than ever.

Analytics 279

Analytics Contact Center Call Center Technology 279

Contact Center Pipeline

FEBRUARY 24, 2021

Speech analytics using machine learning and AI are already making an impact within contact centers, but most of the 30-plus vendors I collaborate with are still trying to figure out how to best utilize their own […]. Who decided that three was the optimum number of times an agent should say the name of a customer?”

Analytics 253

Analytics Contact Center Customer effort Call Center 253

Provana

OCTOBER 19, 2021

It’s now mainstream to use call center speech analytics , even in small contact centers. These days, if you’re not using speech analytics, you’re probably falling behind. But what is the value of speech analytics in a call center?

Call Center 98

Call Center Analytics Scripts Contact Center 98

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

FEBRUARY 3, 2021

In this blog, managers will learn how to turn their agents into seasoned experts at handling customers and prospects with call monitoring. Call Monitoring and Analytics: How to Turn Agents into Seasoned Experts. So, let's find out how to turn agents into seasoned experts using these features. Call Analytics Dashboard.

Analytics 98

Analytics Interactive Voice Response call center software Call Center 98

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

Contact Center Pipeline

OCTOBER 15, 2020

But how to get there? We are now into the final quarter of a year that will surely be remembered as one of the most chaotic in history. Many of us would like nothing better than to simply fast forward to 2021 or beyond. As contact center leaders plan for the post-pandemic recovery—both short- and […].

Analytics 173

Analytics Contact Center Feedback 173

ShepHyken

JANUARY 2, 2024

Customer experience analytics can tell us what didn’t work, what didn’t resonate, and what we should change to really hit home with our customers.” ” “Customer experience analytics are too important to be the job of just analysts. ” About: Akin Arikan has 20 years of experience in analytics.

Multichannel 120

Multichannel Analytics Feedback Metrics 120

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

The Northridge Group

NOVEMBER 10, 2023

Fortunately, organizations can use the digital ecosystem to their advantage and enhance patient acquisition capabilities with data analytics. The healthcare data analytics market has been growing at a 1 5.3% This market has been experiencing such rapid growth for one reason: data analytics works. billion by 2030.

Analytics 76

Analytics Healthcare Marketing Consulting 76

Callminer

AUGUST 16, 2016

By embracing and deploying customer engagement analytics, companies can overcome the shortcomings inherent to relying exclusively on surveys.

Analytics 182

Analytics Surveys 182

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. But knowing which metrics matter, and how to interpret them, is key to success.

Call Center 91

Call Center Analytics Abandon rate First call resolution 91

Beyond Philosophy

JULY 13, 2023

Convinced that they need only analytical data, they are happy to have an answer without understanding why it is the answer. The post How to Prevent This Catastrophic Error So Many Are Making With AI appeared first on Beyond Philosophy. Then, we could test them. The answer is 42, which is all they needed to know. Click here !

Customer emotions 359

Customer emotions Education Customer Experience Analytics 359

NobelBiz

FEBRUARY 22, 2023

This article focuses on the crucial role of customer data analytics in contact center performance and customer experience. Table of Contents show What is Customer data analytics? Customer data analytics uses customer behavior data to assist in crucial business decisions through market segmentation and predictive analysis.

Analytics 52

Analytics Contact Center Call Center call center workforce 52

Comm100

APRIL 2, 2024

Understanding CSAT and its importance Before we delve into how to improve CSAT score, it’s crucial to understand what CSAT is and why it matters. Now let’s explore how to improve CSAT score with a 6-step strategy. CSAT measures customer satisfaction with a product, service, or a specific interaction.

Wait times 90

Wait times Feedback CRM Surveys 90

Tethr

SEPTEMBER 17, 2021

And often, that first step looks like buying a conversation analytics tool or platform to help measure effort through unstructured data. Today, we’re going to spend some time talking about common mistakes we see people make when looking to invest in a conversation analytics solution. You can’t cut corners.

Analytics 77

Analytics Customer effort Coaching Education 77

Contact Center Pipeline

OCTOBER 20, 2020

As contact center leaders plan for the post-pandemic recovery—both short- and long-term—where can they turn for reliable insights for informed decision-making? Contact centers that emerge from the crisis understaffed may find that their previous hiring profiles do not apply to a mostly work-from-home environment.

Analytics 173

Analytics Contact Center Feedback Call Center 173

JivoChat

FEBRUARY 14, 2023

But to enjoy those data, you need to know how to analyze them, and that’s why marketing analytics courses can help you. With the development of artificial intelligence and other technologies, knowing how to read and interpret data has become a very important asset, and can make you stand out. Workload: 2.5

Analytics 75

Analytics Marketing Abandon rate Metrics 75

GetFeedback

DECEMBER 11, 2019

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. With text analytics, you can analyze a huge volume of customer comments in a way that’s also scalable. .

Analytics 88

Analytics Customer Experience Surveys Feedback 88

Tethr

NOVEMBER 22, 2022

If you're looking to invest in a conversation analytics tool soon, look out for these three common pitfalls.

Analytics 62

Analytics 62

ShepHyken

JANUARY 15, 2021

Many important customer experience metrics can be measured in a quantitative way, and this will give a company a great overview of how its customer experience strategies are developing. Take a look at our brief guide on how to monitor customer experience to learn how to make changes that’ll benefit your customers, and your business.

Customer Experience 333

Customer Experience Metrics Customer retention Analytics 333

Totango

MARCH 13, 2020

Understanding how to use customer success analytics to your advantage is key to seeing your enterprise’s roadmap for the future. Utilizing customer success analytics intelligently begins with identifying what to track and how to track it. Knowing how to use that data, however, is equally as important.

Analytics 81

Analytics Enterprise Metrics Customer centricity 81

CX Global Media

NOVEMBER 6, 2019

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. Roger Lee : Yeah thanks Jim great question.

Analytics 136

Analytics Contact Center Coaching Call Center 136