Hence, customer analytics is a useful process towards that end. What is Customer Analytics? Customer analytics is the process of capturing and leveraging customer data analysis to identify, attract and retain customers. Why is Customer Analytics important? Source. MORE

According to market research firms, the call center analytics field, especially for speech analytics, is one of the fastest-growing segments in the call center management technology market. Let’s look at what Speech Analytics is, and how the business insights it produces impact the contact center and the customer experience. What is Speech Analytics? Call center speech analytics software identifies words and phrases, based on a library defined by the user. MORE

Analytics are becoming vital to bring about improvements to the agent experience—ultimately reducing turnover rates and improving the service agents deliver. Customer experience analytics designed for employees typically fall into three primary categories: Executive dashboards : Analytics tools that leverage roll-ups of both internal and external customer ratings, including structured and unstructured data. MORE

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. Ad Hoc searches are one of the most exciting parts of speech analytics because it allows the user to have access to deep dive into customer-agent interactions. The ultimate goal is to help agents better ensure a sale and reduce breakage of commission. MORE

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. MORE

Sales training is not a simple 1-2 days’ process. It takes days and weeks of training to equip sales representatives with the right set of skills. Planning a sales training program timeline is a step towards creating an effective team of sales professionals. I have framed a week-wise sales training program timeline, that you can adopt for training your team of sales representatives. Remember, sales is a competitive field. MORE

“Analytics” is one of those terms that many business people use, even while they may disagree on its exact definition. In fact, one Gartner survey asked users what it means and they received a range of answers in response, from “online analytical processing” to monitoring call centers, to data mining. For the purposes of this paper, we will define analytics this way: It is the discovery and communication of meaningful patterns in data. Analytics can take many forms. MORE

Start with your remote sales teams, first. In this blog, we will share some hacks and tips sales teams can follow, as they work from home. We spoke to a few leaders and experts from across industries to understand what remote sales practices, and hacks they are using. Based on this, we have put together a round-up of some remote sales tips, tricks, and hacks coming straight from experienced leaders, sales professionals, and sales managers. Sales Targets MORE

Thanks to advances in artificial intelligence, specifically natural language processing, and machine learning, the tide is beginning to turn as voice and chat analytics platforms are becoming more accessible, affordable, and insightful. With many new players in the market, it makes sense to spend a few moments discussing how voice and chat analytics are similar and different while also highlighting some of their key benefits. Voice Analytics. Chat Analytics. MORE

Likewise, sales and customer support managers supervise corresponding agents. Call Monitoring and Analytics: How to Turn Agents into Seasoned Experts. For call center managers and sales/customer support managers, this journey begins with capturing agents' performance. MORE

Now, we’ll share six of our most potent conversation analytics features to help you become a customer listening pro yourself. “To They include audio analytics, speech analytics and text analytics from customer calls, customer chatbot conversations and customer support case emails. MORE

In several previous blogs we’ve listed some of the ways in which speech analytics could improve customer service at your contact center. But before you take a look, here are some additional benefits of contact center analytics. Speech analytics will track patterns where such questions come up frequently, so it’s possible for agents to provide information about this issue at the time of purchase. Looking for more reasons to add speech analytics to your contact center? MORE

In sales, relying on your gut can be detrimental. In this blog, we'll run you through all the important sales metrics and KPIs you need to assess for optimum results. . Measuring your sales metrics and KPIs is a healthy exercise for improving overall sales performance. MORE

Start with your remote sales teams, first. In this blog, we will share some hacks and tips sales teams can follow, as they work from home. Inside sales teams have already been accustomed to remote selling. The role of field sales reps is a bit different on the other hand. But, thanks to the advancements in technology, even field sales reps can switch to remote selling. For sales reps who are used to meet prospects face-to-face, this is a whole new scenario. MORE

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. You’ll hear about better training sessions that result from analytics data identifying operational and performance issues. That is another advantage analytics provides. Analytics Blog MORE

Many organizations have told us about the difference that Verint Monet Speech Analytics has made in the efficiency of their contact centers, and how many customer relationships have been improved or saved by the rapid response to real-time situations that it makes possible. If you haven’t considered adding speech analytics to your call center intelligence tools, here are just a few ways it can enhance the experience you provide your customers. Sales effectiveness. MORE

Hence, customer analytics is a useful process towards that end. What is Customer Analytics? Customer analytics is the process of capturing and leveraging customer data analysis to identify, attract and retain customers. Why is Customer Analytics important? Source. MORE

Achieving sales goals demands a lot of hard work. Besides training your sales reps to prospect and close deals, you also need to ensure that your sales team is on the right track. For this, you need to look at your sales performance. Regular sales reporting will help you a great deal in tracking your progress. In this blog, we will share how to make a sales report and also look at some sales report templates you can put to use. Email Analytics. MORE

Not Your Grandfather’s Predictive Analytics: Using the power of predictive analytics, Mintigo discovers your ideal customer profile, targets the prospects with the highest propensity to buy, and engages them with the right message through the right channels. Mintigo provides predictive analytics for both Marketo and Eloqua. As a result, a company’s sales team will always know which leads are most likely to buy and why. MORE

The good news is that you’ll find a plethora of SaaS analytics tools on the internet. However, the sheer variety of SaaS analytics tools available in the market can be overwhelming. This is particularly important if you’ve just launched a SaaS business and are looking for analytics tools. In this blog, we’ll list some of the most useful SaaS analytics tools. It’s now time for us to take a look at the most effective SaaS analytics tools available on the internet. MORE

Before making an investment on voice analytics (a worthwhile investment nonetheless), it’s a good idea to brush up on what kinds of things a reputable voice analytics platform should offer. Two words: voice analytics. The 411 on voice analytics. Voice analytics take advantage of voice recognition software to analyze and record a spoken conversation. The sheer number of voice analytics solutions can be entirely overwhelming. MORE

What makes a good sales team? A good sales manager leading a moderately-performing sales team? It is better to have a skilled sales manager over a team of sales reps. A sales manager pretty much drives the sales process of a company. From training sales teams to implementing the sales processes, sales managers have a very complex and versatile role. Sales managers lead sales teams to achieve long-term sales success. MORE

Sales, Marketing and Enterprise Uses of Interaction Analytics. Interaction (speech and text) analytics (IA) is a solution that sells well in both strong and weak economies. The potential uses of IA span all customer-facing departments in an enterprise, sales and marketing being the biggest. Sales Use Cases . Sales and marketing organizations have at least as much to gain from IA findings and insights, if they had timely access to this information. MORE

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". The post Sales Management Powered by Data Analytics appeared first on Cincom Blog. Sales Performance IoT/Industry 4.0 Sales Management MORE

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? Emotion analytics measures an individual’s verbal and non-verbal communication in order to understand their mood or attitude. That’s why emotion analytics represents a ‘secret weapon’ for any business looking to get ahead by getting inside the heads of their customers. MORE

Here, speech analytics is not used simply to understand the customer and answer a question, but rather to understand why the customer is calling, whether they’re happy, and if their mood is indicative of a trend that requires attention. In fact, speech analytics has become so advanced in the enterprise that it has evolved into what is known as conversational analytics. The business benefits of speech analytics. Speech analytics also can help point out issues. MORE

Before making an investment on voice analytics (a worthwhile investment nonetheless), it’s a good idea to brush up on what kinds of things a reputable voice analytics platform should offer. Two words: voice analytics. The 411 on voice analytics. Voice analytics take advantage of voice recognition software to analyze and record a spoken conversation. The sheer number of voice analytics solutions can be entirely overwhelming. MORE

Although you might not be able to time travel into the future, you can certainly heart the top sales trends and leverage out of it in the times to come. The thing about sales trends is that they can be both your friend and foe at the same time. CRM couple with Sales – a great duo . MORE

NICE Systems (NASDAQ: NICE) announced the release of a new version of its Sales Performance Management ​ (SPM) solution geared for large sales organizations with substantial transactions and complex incentive compensation management (ICM) needs. The solution covers the full breadth of sales organization needs, including incentive compensation, quota and territory management, coaching, analytics and gamification. NICE customer service IBM natalie petouhoff Sales SPM MORE

Opentalk18 , Talkdesk’s CX industry event, was filled to the brim with sales and customer experience leaders from nearly every industry. Thousands of attendees joined experts in the sales, service and CX tracks to learn how they can start creating magic moments with their customers. One of these experts was Roy Raanani , CEO at Chorus.ai, a conversation intelligence platform for sales teams. The post The Impact of AI on Sales Meetings appeared first on Talkdesk. MORE

Speech analytics relies on spoken word transcription (from recorded calls) of the customer and the agent to arm contact centers with customer intelligence such as buying behavior, competitive insight and so on. When selecting a call recorder to feed your speech analytics software, you need to consider various elements, including: Stereo recording – Dual channel stereo call recording provides much higher audio quality upon playback. MORE

Enterprise Uses of Speech Analytics (whitepaper). Since you can’t be everywhere watching and evaluating the customer experience, speech and text analytics is the next best thing. 5/1/2017. By Donna Fluss. Introduction. Wouldn’t it be great to share in the journey of each of your customers; to know what they think about your employees, policies, products, services and competitors? To be able to capture insights about what it’s really like to transact business with your company? MORE

Start with your remote sales teams, first. In this blog, we will share some hacks and tips sales teams can follow, as they work from home. Inside sales teams have already been accustomed to remote selling. The role of field sales reps is a bit different on the other hand. But, thanks to the advancements in technology, even field sales reps can switch to remote selling. For sales reps who are used to meet prospects face-to-face, this is a whole new scenario. MORE

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. Speech Analytics for Contact Centers. 8x8 X Series has enhanced speech analytics to provide voice of the customer insights, enabling companies to optimize customer experiences through data-driven decisions. MORE

Sales tools are a necessary investment. To succeed in sales, you've ought to work smarter over harder. Having a team of proficient sales reps is a big advantage. After all, there is no dearth of sales tools out there. What are Sales Tools? Sales Intelligence Tools MORE

When you research speech analytics features, chances are you’ll run into the phrase “real-time analytics.” As an AI-based speech analytics solution, these analytics are capable of analyzing conversations in real-time. With real-time speech analytics, the purpose is to drive customer conversations toward better outcomes. Screen pops might appear to solve issues related to service, sales and compliance effectiveness, but do they work? MORE

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). MORE

Achieving sales goals demands a lot of hard work. Besides training your sales reps to prospect and close deals, you also need to ensure that your sales team is on the right track. For this, you need to look at your sales performance. Regular sales reporting will help you a great deal in tracking your progress. In this blog, we will share how to make a sales report and also look at a sales report template to help you get started. Email Analytics. MORE