What is Quality Management Analytics?


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?

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.

Curious How Analytics Can Impact Your Quality Management?


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?

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.

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.

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).

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

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!

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.

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.

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.

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 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.

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.

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.

Customer Data Analytics: How to Select the Best Tool for Your Needs


You know you need the right customer data analytics tools to discover customer journeys, understand customer behavior and provide your customers with a better experience. But standing in your way are existing customer data management challenges. What are Customer Analytics Tools?

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.

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 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).

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.

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.

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.

Speech Analytics: Changing the Game for Contact Center Technology


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 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.

Everything You Need to Know about Text Analytics


You might get even more feedback than you can manage. Even if the feedback is read, it is not necessarily aggregated into leadership level in a way that would enable management decisions. Text analytics helps in understanding the feedback. Analytics is just an enabler.

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.

I feel the need, the need for speech (analytics)


With the contact centre largely removing the need for a face-to-face element, really listening to the customer has consistently been a challenge for customer experience managers. Speech analytics has also enabled contact centres to perform even better and more inclusive quality management.

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.

5 Reasons Why Your Contact Center Needs Speech Analytics


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.

Three Contact Center Service Questions That Can Be Answered With Desktop Analytics

Monet Software

For improved insight into every interaction between a contact center agent and a customer, it’s hard to beat desktop analytics (DA). Here are three common questions that every contact center manager has asked at one time or another. Answers to all of them can be better achieved with desktop analytics. Where speech analytics is primarily customer-focused, desktop analytics delivers insight on your agents and your processes. Analytics Blog

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.

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.

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.

Hero Digital Executives on Analytics, CX & Personalization

Hero Digital

This year, at Sitecore Symposium 2018, we had the opportunity to sit down with two executives from Hero Digital, Kristine Stebbins, Managing Director and Tony Rems, CTO. Kristine Stebbins, Managing Director. One of the more powerful things in the Sitecore platform is the analytics.

How to take action with Call Center Analytics

Customer Relationship Metrics

Those measuring the customer experience and those delivering the customer experience must work in concert to define the specific business need to take action with call center analytics. “Understanding call center analytics is becoming necessity for high-performing leaders.”

Improving Profitable Call Center Metrics By Using Predictive Analytics


Below is an overview for each type of business: Predictive Analytics for Collection Centers The days of cold calling in the hopes of finding the one debtor who will actually pay are fading away. It is now possible to predict which customers are more likely to buy with predictive analytics.

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


Enter text analytics. Machines (Text Analytics). All sophisticated VoC software platforms will have a text analytics module available. Let’s dig into the value that text analytics provides. Text analytics represents the present and future.