Tethr

JULY 26, 2021

Visionary contact center leaders who have invested in unstructured data analytics have been primed to navigate the challenges of a post-pandemic world, improve the customer experience, and so much more. . Here are three ways we’ve seen progressive contact center leaders find insights in unstructured data analytics this year.

Analytics 115

Analytics Inbound sales Self service Contact Center 115

Call Center Weekly

APRIL 1, 2019

By Diana Aviles I feel like I often say, “One of the biggest challenges in speech analytics is.” Also, by establishing self-sufficiency it will help alleviate the workload from your folks so that you can better focus on all the cool types of studies that you’re dying to do. Ultimately, this boils down to a culture thing.

Self service 127

Self service Analytics First call resolution Consulting 127

JustCall

JANUARY 5, 2023

Speech analytics software analyses live or recorded calls and interpret emotional indicators. Speech analytics software uses artificial intelligence to analyze spoken language similar to voice recognition software. What is Speech analytics? Significance of Speech Analytics. Some Best Speech Analytics Software.

Analytics 52

Analytics Coaching Call Center APIs 52

JivoChat

FEBRUARY 8, 2023

This course explains how to get verified on TikTok, participate in challenges and follow trends, use TikTok analytics, and enhance the production value of your posts as well. The course also teaches you how to create Pinterest graphics, use Pinterest analytics, and use Pinterest advertising tools. Workload: 11.5 Workload: 11.5

Marketing 75

Marketing Advertising Accountability Analytics 75

Concentrix

APRIL 13, 2023

See how upgrading to a unified text analytics strategy helped a financial services leader gain an easy, holistic CX journey view.

Analytics 62

Analytics 62

Expivia

JULY 19, 2023

The advent of analytics helped us address this issue. With analytics, we could measure agents’ tone during conversations, enabling us to quantify attitude. Sentiment scores allowed us to finally do this analytically and not subjectively. Quantifying attitude was more challenging.

Contact Center 52

Contact Center Schedule adherence Technical Support Analytics 52

Uniphore

JULY 1, 2021

There have been many studies that document the state of the contact center and the mental health of contact center agents during the pandemic. Sheila McGee-Smith, President & Principal Analyst, McGee-Smith Analytics, LLC, asks. “As Kumaran Shanmuhan, Chief Growth Officer at Jacada. Register Now.

Call Center 87

Call Center Customer Experience Contact Center Coaching 87

Aspect

MARCH 10, 2020

Analytics can serve as a bridge to not on ly understand but also improve both agent and customer satisfaction. . Create more effective training from customer case studies that use structured customer data and customer interaction recordings. Analytics can help you provide customers with b etter e xperiences.

Analytics 83

Analytics Contact Center Average Handle Time Metrics 83

Tethr

SEPTEMBER 8, 2021

Here at Tethr, we did the original research around effort reduction, artificial intelligence, and conversation analytics nearly ten years ago. A lot has changed since then, and the discussion around the intersection of effort and AI has evolved well beyond the wildest dreams of anyone involved in those original studies.

Analytics 99

Analytics Technology Banking Engineering 99

Serenova

DECEMBER 4, 2019

Analytics are becoming vital to bring about improvements to the agent experience—ultimately reducing turnover rates and improving the service agents deliver. Performance analytics: Data and analysis that evaluates how agents are performing, using various Key Performance Indicators. Another 24.9%

Analytics 89

Analytics Chief Customer Officer Gamification Coaching 89

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

Customercount

MAY 2, 2019

Case Study: Breckenridge Grand Vacations uses Keatext text analytics and sentiment analysis to improve customer happiness. Continue reading → The post Text Analytics and CustomerCount reporting improves customer experience appeared first on CustomerCount.

Analytics 75

Analytics Customer Experience 75

JustCall

DECEMBER 7, 2022

Well, there are sales metrics and sales analytics software to take you closer to goals. Read on to know how to track and improve your sales performance by using the right metrics and analytical tools. What is Sales Analytics? Sales analytics is the process of generating actionable insights from the sales data.

Analytics 52

Analytics Sales CRM Metrics 52

Lumoa

JANUARY 23, 2018

Instead it is the unstructured nature of the data which makes it challenging to tackle with any traditional means of analytics. This situation is where automated text analytics is brought in: it can help in sorting out the key topics talked about and reveal the general sentiment per topic. Which one should be tackled first? Learn More.

Analytics 121

Analytics Feedback Metrics Customer Experience 121

CSM Magazine

FEBRUARY 11, 2021

Calabrio has recognised three organisations with awards for their innovative use of workforce optimisation analytics. Insights from these analytics-driven contact centres have been captured in a free to download ebook to help other businesses support different ways of working in turbulent times. About Calabrio.

Analytics 59

Analytics Average Handle Time Metrics Customer Experience 59

Lumoa

DECEMBER 18, 2017

Jim referred to a famous jam study, conducted in 1995 by Sheena Iyengar, a professor of business at Columbia University and the author of “The Art of Choosing.” The future of the feedback analysis - text and voice analytics. I am a big fan of text and voice analytics. You need technology that can sort them out.

Analytics 109

Analytics Customer Experience Journey mapping Automotive 109

Taylor Reach Group

AUGUST 26, 2020

This case study provides some ideas as to how to tackle improving FCR in a contact center. The post Improving First Contact Resolution – An Analytical Model first appeared on The Taylor Reach Group Inc. Most contact center want to improve on this element, but how? Where do you invest effort to achieve the best results? Measuring FCR.

Analytics 121

Analytics Interactive Voice Response Contact Center CRM 121

CSM Magazine

JUNE 25, 2020

Calabrio , the customer experience intelligence company, has released a study detailing how customer service organisations are evolving due to the COVID-19 pandemic. The study surveyed UK and US contact centre managers to uncover perceptions about the changes accelerated by COVID-19 and identify expectations for the future industry landscape.

Airlines 52

Airlines Analytics Healthcare Surveys 52

Uniphore

JANUARY 21, 2022

AI-powered analytics optimize patient and member services. Organizations need to assess their current barriers to consumer satisfaction and deploy analytics and patient-centric technologies to improve the convenience, speed and transparency of care. And studies show that empathy matters. Download the Whitepaper.

Healthcare 59

Healthcare Analytics Personalization Biotechnology 59

Zappix

OCTOBER 6, 2021

A global leader in mission-critical communications and analytics wanted to improve their customer experience and reduce customer effort when handling complex information.

Analytics 40

Analytics Customer effort Customer Experience Interactive Voice Response 40

CSM Magazine

SEPTEMBER 28, 2021

The study included insights from 2,000 nationally representative consumers who visit a bar, restaurant, pub or hotel once every six months. The study dives into what consumers want in a brand’s online presence, revealing the ten most important pieces of information for consumers in the digital journey, which include: Menus.

Construction 52

Construction Feedback Consulting Consulting 52

Customer Experience Matters

OCTOBER 1, 2018

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2018. This is the seventh year of this study that includes Net Promoter® Scores (NPS®) on 342 companies across 20 industries. The post Report: Net Promoter Score Benchmark Study, 2018 appeared first on Customer Experience Matters®.

Benchmark 71

Benchmark Banking Surveys Customer Experience 71

Monet Software

JUNE 20, 2019

You are, if you have a speech analytics solution. If you have not added speech analytics to your business yet, there are messages being sent by your customers that agents may not recognize. Without speech analytics, here’s what you are missing: Greater Customer Insight. They will with the help provided by speech analytics.

Analytics 48

Analytics Scripts Upselling Contact Center 48

Callminer

NOVEMBER 27, 2018

I was fascinated by a story about the cost of complaints based on a study by the Institute of Customer Service. Our own study earlier this year into the sources of churn in the UK highlighted that 61% of people used the phone to contact a supplier about an issue. Our study in the US found 45.8% So how can technology help?

Analytics 186

Analytics Coaching Technology Surveys 186

Callminer

SEPTEMBER 1, 2020

Later on, breakout sessions led by customers, Avadyne Health , Gant Travel , and more offered some powerful case studies including an analysis from Direct Dialog’s Marvie Wright on how speech analytics helped their virtual workforce yield 10% more revenue. The show goes on.

Entertainment 182

Entertainment Analytics Contact Center Customer Service 182

CCNG

APRIL 20, 2022

Numerous disparate systems generate perpetual flows of valuable data — the analytic raw material that can yield truth and intelligence about your people, performance, processes, culture and more. Once in place, establish a data management and analytics assessment program to identify data challenges and coordinate and prioritize projects.

Customer Experience 195

Customer Experience CCNG Analytics Gamification 195

CSM Magazine

OCTOBER 6, 2021

Calabrio , the customer experience intelligence company, spotlighted the winners of its analytics competition and ONE Awards during its annual customer conference, Calabrio Customer Connect (C3). The competition, now in its third year, challenges companies to use the power of Calabrio Analytics to unearth new customer and employee insights.

Analytics 52

Analytics Interactive Voice Response Average Handle Time Employee engagement 52

NICE inContact

JUNE 17, 2019

Studies show I am not alone in this preference. In our 2019 NICE inContact Customer Experience (CX) Transformation Benchmark study , we found that businesses greatly underestimate customers’ likelihood to recommend their company based on their experiences with online chat, apps and websites.

Quality management 54

Quality management Analytics Customer Experience Management 54

NICE inContact

JUNE 17, 2019

Studies show I am not alone in this preference. In our 2019 NICE inContact Customer Experience (CX) Transformation Benchmark study , we found that businesses greatly underestimate customers’ likelihood to recommend their company based on their experiences with online chat, apps and websites.

Quality management 54

Quality management Analytics Customer Experience Management 54

C3Centricity

APRIL 23, 2024

The rapid evolution of today’s digital landscape only compounds these challenges, demanding strategic agility and an analytical mindset from today’s marketing leaders. However, according to a recent Data & Marketing Association (DMA) study, the average ROI for digital (email) marketing in 2022 was $36 for every $1 spent.

Marketing 90

Marketing Advertising B2B Analytics 90

Monet Software

MARCH 5, 2018

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. We could have told you that.

Analytics 48

Analytics Surveys Customer centricity Contact Center 48

PeopleMetrics

MAY 4, 2018

In fact, our study shows that 40% of clients on the fence about their current provider plan to leave for a competitor in 2019. We help companies make sense of their CX data through hands-on analytical support and advanced machine learning solutions. P.S. What did you think of this blog post?

Accountability 48

Accountability Analytics Surveys Feedback 48

Call Center Weekly

APRIL 24, 2019

They speak many languages and are versed in different speech analytics solutions. I am notorious for saying that our goal in speech analytics is to help make insights easier to obtain- not outright replace human listening. Speech Analytics (SA) is an extremely interactive process. Very little to none. But, you can change that.

Analytics 175

Analytics First call resolution Education Customer Experience 175

Calabrio

APRIL 13, 2017

The potential for contact center analytics is high. Confusion About Contact Center “Analytics”. The largest problem facing successful contact center analytics is simply confusion on what it is and what it does. For many people, “analytics” is synonymous with “hard numbers.” Happier contact center agents.

Analytics 45

Analytics Contact Center Multichannel Customer Experience 45