What is Quality Management Analytics?

NICE Systems

You’ve heard of quality management (QM), and your contact center probably has a quality program in place today. 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. The post What is Quality Management Analytics?

The Advantages of Analytics-Enabled Quality Management


The Advantages of Analytics-Enabled Quality Management. For most of the past 40 years, contact centers have performed quality management (QM) the same way. 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.”

Trends in Workforce Management and Integrated Analytics

The Northridge Group

An effective Workforce Management organization ensures a contact center has the right number of agents, with the right skills, in place to deliver the desired member experience in the most efficient manner.

ROI from your investment in speech analytics? Absolutely!


While recent data show there is a growing and pronounced trend in the deployment of speech analytics to improve overall contact center performance and compliance, recent market penetration data shows that over 60% of US based contact centers have still not implemented a speech analytics solution.

Study: The Health of the Contact Center

depending on the channel used (39 per- cent) as the second biggest challenge, while having too many calls to manage. meets their complex needs, agents must manage. speech analytics as the tool that will have the biggest. Using speech analytics, contact centers can translate.

Curious How Analytics Can Impact Your Quality Management?

NICE Systems

Have you noticed all the hype around using analytics in quality management, but haven’t utilized it in your organization? If you have a quality program in place and you’re still not getting the results you desire, using analytics can lead to valuable insights that make your quality program more precise and efficient—and that’s just the beginning. Will analytics really help your quality management program?

Using Quality Management Analytics to Elevate the Customer Experience (CX)

NICE Systems

In a 2017 study titled Modern Standards for Managing Contact Center Quality, ICMI found a huge gap between the percentage of organizations that are using digital channels to communicate with customers and those that are using Quality Management (QM) to evaluate these channels. Well, now you don’t need all the time and resources in the world, you just need Quality Management Analytics.

Sales Management Powered by Data Analytics


Sales management has always been a matter of analyzing data, analyzing human performance and deriving from those two activities a … Continue reading "Sales Management Powered by Data Analytics". Sales Management

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Are Your Call Recordings Up-to-Snuff for AI-fueled Speech Analytics?


Unfortunately, call recording wasn’t designed for the purpose of analytics and insight. The design of many recording platforms pre-dated the rise of AI-fueled speech analytics, which automatically transcribes and analyzes your call recordings.

A Roadmap to Success with Speech Analytics


Likewise, you’ll want to map out your destination when using speech analytics. Speech analytics provides business intelligence by uncovering content that otherwise might not be discovered. This is about determining your objectives in using speech analytics.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

engagement hub which consolidates omnichannel interactions, knowledge, AI, analytics, and administration into one platform. go off-script on its own, but analytics will highlight to the business. engagement and contact center management process.

Analytics and Jeopardy: Changing the game


million in a 74-episode span, he managed to turn the game on its heels winning just $60K shy of the all-time record in only 32 appearances. Many may draw the conclusion that […] The post Analytics and Jeopardy: Changing the game appeared first on What’s next.

Big Data Analytics Creates Smart Contact Centers


While companies are tapping this information to personalize messaging and spot trends, contact center management can also leverage Big Data to streamline service processes, boost agent productivity and deliver exceptional customer experiences.

Speech Analytics and AI Is a Winning Combination


Speech Analytics and AI Is a Winning Combination. Service, quality management, and the customer journey will all see big gains. 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. The future of this process is analytics-enabled QM (AQM).

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!

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. analytics to inform change but admit to. of executives agreed that data and analytics.

Workforce Management's Impact on Customer Service

Call Center Weekly

Workforce Management drives CX A biker friend of mine recommended a book to me called “Freedom” written by Sonny Barger – yes “that” Sonny Barger – a founding member and former Oakland Chapter President of the Hell’s Angels. CCW Customer Satisfaction customer service Workforce Management

8x8 Launches Speech Analytics and Integration Framework


We have exciting new launches today including 8x8 Speech Analytics – automatically providing sentiment analysis on 100% of your customer calls; enhanced Integration framework – making it easy to embed communications into your business processes. Analytics Features.

AI-Driven Business Insights From Every Conversation With 8x8 Speech Analytics


For example, artificial-intelligence infused speech analytics and quality management can add value for every department in your company. Speech Analytics Benefits Outside the Contact Center. ” Movement Mortgage & Speech Analytics.

The Competitive Edge Delivered by Speech Analytics

Monet Software

Whatever business you are in, whatever product or service you are selling, however many other companies are competing against you for the same customers, there’s one thing you can do right now to gain a competitive edge in your industry: add speech analytics to your contact center.

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

Analytics. analytics software provider. Are hiring managers adapting training and recruiting practices to. analytics. of analytics, companies can. only does this help managers. for managing requests, which. workforce management (WFM).

Customer Engagement Center Capabilities: Reporting and Analytics


Data only benefits companies if it provides insights that they can grow and learn from, and that is exactly what the reporting and analytics feature of Aspect Via was created to do. The post Customer Engagement Center Capabilities: Reporting and Analytics appeared first on Aspect Blogs.

The Analytical Leader: The Importance of Being Persuadable

CX Advantage Walker

Being an Analytical Leader I recently contributed. The post The Analytical Leader: The Importance of Being Persuadable appeared first on CX Advantage.

Smarter Analytics with Adobe Launch


Analytics implementations can be difficult to develop and maintain without the proper tools. Some businesses try to implement analytics calls on individual buttons or other user behaviors in their frontend codebase. There’s a better way using tag management and a dedicated data layer.

The Case For Desktop Analytics

Monet Software

While Monet is pleased to offer both speech analytics and desktop analytics solutions, we tend to focus more on speech analytics because we’re hearing more customer interest in this capability, and its adoption into forward-thinking contact centers has become mainstream over the past few years.

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

depending on the channel used (39 per- cent) as the second biggest challenge, while having too many calls to manage. meets their complex needs, agents must manage. speech analytics as the tool that will have the biggest. Using speech analytics, contact centers can translate.

Scouting Report: Speech Analytics Enters Its Next Act — Maturity


Scouting Report: Speech Analytics Enters Its Next Act — Maturity. The speech analytics market continues on its remarkable journey as it matures, enters middle age, and confronts a variety of new challenges. The primary issues are these: Speech analytics is not yet considered a “must-have” application; analytics-enabled quality assurance (AQA) has not caught on; real-time speech analytics has a limited number of use cases; and text analytics continues to struggle to be noticed.

Speech Analytics: Changing the Game for Contact Center Technology

NICE Systems

Speech Analytics allows customer support organizations to analyze audio of customer interactions for mentions of keywords or phrases, call themes, as well as the sentiment and emotions of callers. One reason for the struggle with Speech Analytics is a lack of in-house analytical talent.

The Power of Voice Analytics


Gartner estimate that more than 90% of customer conversations happen on the phone, therefore telephone conversation is a huge area for CX management. Voice analytics promises to measure customer emotion in each call, differentiating between happy, frustrated and other customer moods.

Setting Up Your Google Analytics Filters

CallSource Insights

How to setup some of the most common Google Analytics filters and how you can use them to customize your own view filters and organize your traffic for marketing success. Setting up Google Analytics is simple: you add the script to the right place on your website and you are good to go.

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


But customer analytics have more to tell you than scores alone. Together, these elements form the foundation of customer experience management. Customer analytics, used appropriately, can be the healing salve for a broken internal culture.

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. Change Management.

Digital Marketing & Web Analytics: Where to Advertise?

CallSource Insights

Digital management should be a priority for companies looking to increase brand awareness, acquire additional customers, and improve their reputation online. Having a solid digital management system in place helps ensure you are viewing the whole marketing journey, delivering content to your consumers in any possible way that they want it. Digital Marketing and Web Analytics. Web Analytics. Web analytics works alongside digital marketing.

5 Reasons Why Your Contact Center Needs Speech Analytics

NICE Systems

Today more and more companies are utilizing speech analytics technology to gain customer insight and enhance the quality management (QM) processes. Speech analytics gives you the ability to understand more about your customers’ needs without having to rely on finicky survey results.

Customer Experience Management in 2019

Upstream Works

However, with a firm grasp of some of the advancements that 2018 has brought us, it’s logical to predict that these will continue to make an impact on Customer Experience Management in 2019. Dedicated Desktop and Customer Journey Management. Analytics and Data Management.

Customer Journey Analytics vs. Traditional Analytics—Know the Difference


This is where the ability to understand your data—specifically, customer journey analytics —becomes vital. To make customer journey analytics work, businesses must take a critical step from ideology to implementation—a move that can often feel like a leap of faith.

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


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.

Top 3 Reasons Why You Need Customer Interaction Analytics

Aria Solutions

Once you get to a phase when you no longer have data silos across business systems, it is important to start looking for a good operational, employee, and customer interaction analytics application. Such customer interaction analytics applications cannot be underestimated.

Introducing Conversation Analytics: Clarity on every call


Today, we launch our Conversation Analytics suite to unlock the wealth of undiscovered insights that are contained within every single call. This is the mission objective of our Conversation Analytics suite.

Survey Says – Time for Speech Analytics

Monet Software

It seems like every time another survey is conducted on speech analytics, the results confirm what we already knew. There was a recent study by a speech analytics provider that found 47% of users are now able to identify customer issues and resolve them quickly.