The Straight Scoop on Contact Center Analytics

Contact Center Pipeline

Most contact centers know they need a more analytical approach to understanding the customer experience. In our 2017 Workforce Optimization Survey, a high percentage of centers indicated that analytics falls within the “Have but do not use effectively” category.

The Ultimate Guide to Conference and Event Surveys


Companies willing to make that kind of investment expect great results, and conference/event surveys help them deliver. Surveys make an excellent addition to the marketing toolbox. Event & Conference Survey Questions from Beginning to Send. Pre-event survey questions.

5 Survey Tips for Getting Better Customer Data


Some people might say that the secret to a successful customer feedback survey campaign is quantity. If you send out enough surveys, you’re bound to get some responses eventually, right? A thoughtful customer feedback survey program will: Fill in the gaps of your customer profiles.

Use Your Live Chat Survey Data to Improve CX


You’ve completed your live chat survey implementation and now you’re receiving valuable live chat survey data. Here at GetFeedback, we ran into the same situation when we applied our own live chat survey tool into our customer support feedback program.

Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

According to a recent global survey conducted by MIT Technology Review Insights, 90% of companies are deploying AI across some aspect of their customer journey.

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.

5 Smart Ways to Use Your NPS Survey Results


The results from Net Promoter Score (NPS) surveys are the most underutilized tool in business. Okay, it’s a bold statement, but the potential locked up inside your NPS survey results is huge. While the exact steps to analyze your NPS survey results will differ depending on the tools you use, I hope this article will get your brain churning in the right direction so that you can start digging deeper into your NPS data. Combine NPS survey results with your CRM.

Enterprise Uses of Speech Analytics (whitepaper)


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. DMG Surveys. I would like to participate in future DMG Surveys. 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?

Why You Should Add Predictive Analytics to Your CEM Toolbox


Yet research shows that the majority of organizations are still prioritizing customer acquisition over retention, with fewer than half of survey respondents citing customer satisfaction as a key goal. Call Center Best Practices Contact Center Efficiency Customer Experience 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. surveyed to determine if internal. analytics software provider. analytics. forums and surveys give them. of analytics, companies can. and text analytics. Calabrio Analytics Amazingly integrated reporting and. analytics tools that.

What is Quality Management Analytics?


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. Thus, Quality Management Analytics harnesses the power of analytics and leverages those insights to make your quality program more precise and efficient. The post What is Quality Management Analytics?

10 Surveys for Actionable Data


When it comes to collecting customer feedback, most people think of a traditional Net Promoter Score survey. Automatically trigger a survey after every support case is closed to better understand the customer experience. Net Promoter Score Surveys.

Are Point-of-Sale Surveys Pointless?


However, most are stuck using outdated feedback methods (think receipt questionnaires and kiosk surveys) designed to collect mass feedback rather than reveal key customer experience issues. Generic and impersonal, these point-of-sale surveys do a poor job of uncovering meaningful insights. In order to truly understand customer sentiment, retailers need to adopt more personalized survey methods that get to the heart of the customer’s experience. Online Surveys

Unleash Higher Agent Performance with Multi-Source Analytics


The post Unleash Higher Agent Performance with Multi-Source Analytics appeared first on Livevox. Performance Analytics Business Intelligence Multi-Source Data AnalyticsWith the influx of new technologies, contact centers are modernizing at a rapid pace.

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

speech analytics as the tool that will have the biggest. Using speech analytics, contact centers can translate. SECTION 5: How to Impact Agent Experience Today: The Path to Zero Attrition 21 Calabrio is a customer engagement software company that provides analytic.

Using Interaction Analytics to Improve the Customer Journey (whitepaper)


Using Interaction Analytics to Improve the Customer Journey (whitepaper). Sharing speech and text findings with a customer journey analytics (CJA) solution is a great way to expand the benefits and contributions of Interaction Analytics. DMG Surveys. I would like to participate in future DMG Surveys. 4/21/2017. By Donna Fluss. Introduction.

2018 Contact Center Survey Results

Monet Software

For the first time in six years, the online magazine Contact Center Pipeline conducted a technology-based survey about the state of the industry. Not surprisingly, 50% of contact centers surveyed invested in new technology because what they were using had become outdated.

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.”

Data Analytics: The Next Step for Regional Banks?

Revation Systems

Data analytics is a key component of many organizations’ strategy to improving customer service and internal processes and making decisions based on facts rather than instinct. So what is data analytics? The post Data Analytics: The Next Step for Regional Banks?

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. service process According to an executive survey by Grove Critical Thinking, when.

Call Center Surveys: Ensuring Customer Satisfaction


Call center surveys are the ultimate insight into your client’s opinions about your products and services. Some businesses try to handle call center surveys by themselves. Call Center Survey Information. Peripheral service information and 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. Because surveys show that just one out of five contact centers have already done so. That is another advantage analytics provides.

What is the best scale for customer satisfaction surveys?

Customer Relationship Metrics

When trying to determine the best scale to use for customer satisfaction surveys, your decision should address these three important areas: What is the data collection methodology? How will the survey results be used? How will the survey results be used?

How the South Dublin County Volunteer Centre Tripled Survey Response Rates and Measures Success


Volunteers receive a Satisfaction Survey 6 weeks after they register on I-VOL , the national volunteer database, to ensure a positive experience. While partner organizations receive an Experience Survey to collect feedback on the process of volunteer recruitment.

Artificial Intelligence and the Customer Experience

following a positive AI interaction: • Participate in a customer satisfaction survey (70%) • Recommend the company to a friend/family member. (69%) Definitely Helpful 13 Survey Methodology This survey was conducted online within the United States. running surveys in the U.S.

Make Better Business Decisions: The Importance of Contact Center Surveys

Bright Pattern

Key Performance Indicators (KPIs) and Analytics often drive contact centers and are the main influence on key business decisions. But, while quantitative data is critical to performance, qualitative data created from customer satisfaction surveys should not be overlooked. The Importance of Contact Center Surveys

Who is the Right Customer: Decisions for Managing Customer Surveys


Who is the Right Customer: Decisions for Managing Customer Surveys Lynn Hunsaker. Consider the potential career path and future role of each customer”, advised Tracie Scott, Symantec’s Director of Customer & Partner Insight & Measurement Architecture & Analytics.

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.

Text Analytics as Future of Customer Experience? We Asked Jim Tincher.


The future of the feedback analysis - text and voice analytics. I am a big fan of text and voice analytics. There’s a recent study in the automotive sector that the more surveys your customers receive, the less they spend on your services.

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. more than half of the executives surveyed (60. analytics to inform change but admit to.

5 More Benefits of Speech Analytics

Monet Software

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?

Aircall’s 2018 Customer Support Strategy Survey


This survey provides a detailed (and timely) answer to a two-part question: What are the issues today’s customer support leaders care about the most? Data in this report comes from a February 2018 survey of 475 U.S. About This Survey. Survey Demographics.

How does Contact Center Quality Assurance Improve With Speech Analytics?

Etech GS

Despite the fact that just 10 – 20 percent of calls will be incorporated into this survey test, information must be submitted for everyone with the end goal to measure bring focus quality outcomes over some stretch of time.

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


But customer analytics have more to tell you than scores alone. Customer analytics, used appropriately, can be the healing salve for a broken internal culture. The post Guest Blog: Left Brain, Right Brain: Aligning Internal Culture and Customer Analytics appeared first on Shep Hyken.

DMG Consulting Releases 2018 – 2019 Speech Analytics Product and Market Report


DMG Consulting Releases 2018 – 2019 Speech Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 13th annual Speech Analytics Product and Market Report. Innovation in the speech analytics (SA) market is reinvigorating this highly valuable sector.

What’s the Customer Loyalty Loop?


There are three types of surveys that you can use to bring your loyalty loop into fruition. Identify your strengths and weaknesses with win-loss surveys. Win-loss surveys are sent to customers when a case is closed to collect feedback on their experience.

Need Customer Surveys? Call Centers Can Help!

Outsource Consultants

Do customer surveys matter? In a recent article , Martin Powton discusses ten reasons why conversational surveys are not redundant and can still provide value to companies and customers. Surveys provide a positive engagement with your customer. Need Customer Surveys?

Survey Analysis: What Makes The Best Support Teams Tick?


For Aircall’s recent survey of 475 customer support leaders , it comes down to self-reflection. Precise analytics can streamline communications and resolution rates, as well as inform hiring decisions. The post Survey Analysis: What Makes The Best Support Teams Tick?

5 Best Practices for Effective Customer Satisfaction (CSAT) Surveys


Customer satisfaction (CSAT) surveys notoriously have a rather low participation rate. Most surveys fail to respect the customer’s time when required to hang on at the end of an interaction and then go through an unknown number of questions delivering no obvious benefit to the customer.