Guest Blog: Six Ways Predictive Analytics Enhances Customer Relations


This week we feature an article by Jarrin Howard who writes about how predictive analytics can enhance customer relations. – Shep Hyken. Have you ever gone down a rabbit hole of suggested videos on YouTube? Predictive analytics helps in all aspects of the customer journey.

Emotion Analytics is at the Heart of Customer Experience Innovation


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? Research indicates that over the next five years, the emotion analytics market will register a 60.8%

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7 Speech Analytics Mistakes That Can Cost You Big

Call Center Coach

Finding the right Speech Analytics Solution starts with knowing the right questions to ask. It’s also important to know that avoiding Speech Analytics mistakes requires you to know the questions not worth asking. Speech Analytics Mistake #1 : Being driven by misconceptions.

Keeping your Video on the Down Low

Enghouse Interactive

Best Practices for Securing Video Calls. As we’ve seen, with the resulting transition to ‘work from home’, interactive video/video conferencing has become the way for organizations to ensure their continued operations: from leadership teams driving their companies forward in uncertain times; to optimizing inter-departmental cooperation; to improving customer engagement. Video helps maintain relationships in ways that no other type of communication can.

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

Analytics. 24/7 Email CX Web Chat Mobile Video Text. analytics software provider. analytics. of analytics, companies can. management, voice-of-the-customer (VoC) analytics and advanced reporting–that transforms the contact center into a customer.

Call Center Analytics and Metrics

Monet Software

Analytics” is one of those terms that many business people use, even while they may disagree on its exact definition. 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.

How Chat Analytics Differs from Voice Analytics

Customer Service Life

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. Voice Analytics. Chat Analytics.

What is Quality Management Analytics?

NICE inContact

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?

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.

Facebook Video Ads: What’s the ROI?

Natalie Petouhof

With more and more buyers using mobile devices to shop, 4 out of 5 shoppers say a video showing how a product or service works is important in their decision to purchase or not purchase a product or service. As a result, Marketers who use video grow revenue ~49% faster than non-video users. But if a brand is going to use video, understand that shoppers of shoppers expect a consistent set of visual content across desktop and mobile devices.

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. VIDEO 16% ARTIFICIAL INTELLIGENCE 15% CHATBOTS 13% MOBILE 12% MONITORING. VoC) analytics and advanced reporting–that transforms the contact center into a.

Video Snack-Pack: Contact Center and Customer Service Leaders


So, this week, we put together some video you can queue up and watch. This video is mostly about their WebEx plans, with a bit of call center content, but her energy is really infectious; it’s a joy to watch. This is a 40-minute video but worth the time.

Choose the Right Speech Analytics Technology


In my last blog , we talked about the huge gulf between the value of speech analytics and the actual use of speech analytics in contact centers. Source: CallMiner, Choosing the Right Technology for Your Speech Analytics Project , Marie Meeter.

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.

10 Steps to Immediately Improve Customer Retention With Journey Analytics


In this post, I take an in-depth look at why customer retention matters and the ten powerful ways in which customer journey analytics can help you immediately improve customer retention. Hand-picked related content: How to reduce churn using customer journey analytics ]. By Swati Sahai.

Study: The Health of the Contact Center

speech analytics as the tool that will have the biggest. Using speech analytics, contact centers can translate. VIDEO 16% ARTIFICIAL INTELLIGENCE 15% CHATBOTS 13% MOBILE 12% MONITORING. VoC) analytics and advanced reporting–that transforms the contact center into a.

How to Use Videos for Effective Customer Support


Video marketing has simplified communication between companies and customers. The flexibility it provides makes video a powerful yet profitable digital marketing tool. Even the support executives today actively use video feature in their daily routine. Video analytics.

Digital Marketing & Web Analytics: Where to Advertise?

CallSource Insights

Digital Marketing and Web Analytics. To implement an effective digital strategy, you need to track your digital marketing and web analytics. Web Analytics. Web analytics involves the process of the collection, measurement, and analysis of user activity on a website to understand and help achieve the intended objective of the website. Web analytics works alongside digital marketing. A lot of web analytics depend on digital marketing. Video.

Video Analytics – The True Story

Customer Interactions

Over-promise and under-deliver: that’s the feeling we’re all left with when someone mentions video analytics. And rightly so – because many vendors claim they do video analytics, but often there’s no way to determine just how well they do it. So the next time someone tells you they do video analytics ask them to back it up with numbers. Security Video Solutions

Video Analytics: The Edge vs. Center Debate Continues

Customer Interactions

Over the past decade, the reliability and functionality of video analytics have advanced to a point where, for many security operations, it is no longer a question of “should we use video analytics?” ” But rather, “How should we implement video analytics within our technical architecture?” ” There are two main options for implementing video analytics software and, depending on the environment, either can be effective.

Video Analytics – Not Just for Security

Customer Interactions

Until recently, video content analytics (VCA) applications had primarily been considered a security technology. According to a recent study by the Loss Prevention Research Council, of the retailers who leverage IP video for retail applications outside of security, 93 percent report a positive impact on operations. Similarly, airports, which use video analytics for a variety of security purposes, now use them to enhance operations as well.

5 Videos Contact Center Professionals Must Watch in 2018


Video #1: 5 Crazy Ideas for Transforming Your Contact Center. Video #2: How Peloton Gets Peak Performance From Their Inside Sales Team. Video #3: Top Technology Trends for Service and Inside Sales: It’s About Intelligence.

Innovative Ways to Use Adobe Analytics


There is so much more that software like Adobe Analytics can do to help organizations realize better insights from a wider array of data. Adobe Analytics is an extremely powerful tool, with many out of the box capabilities that organizations can leverage. Many popular video platforms like YouTube, Vimeo and Brightcove have an API you can tap into but it’s often hard to capture and record video’s analytics data to know if the videos are successful.

Dr. Bob Sheds Light on Video Analytics

Customer Interactions

Recently, NICE''s own Dr. Bob Banerjee sat down for a second podcast interview with Scott Goldfine, Editor-in-Chief of Security Sales & Integration, to shed light on the topic of Video Analytics. Banerjee discusses the pros and cons of different solutions, applications for video analytics, and more. Security Video Solutions

The Power of Voice Analytics


Voice analytics promises to measure customer emotion in each call, differentiating between happy, frustrated and other customer moods. Voice analytics can also alert management to what is not being said.

The Top Reports to Look at in Google Analytics

CallSource Insights

If you’re a smart marketer, you’re already using Google Analytics to aid in your marketing decisions. But sometimes Google Analytics reports can get overwhelming. What makes a report in Google Analytics Important? those are all the different users according to Google Analytics.

Elevate Your Call Center’s Performance with Speech Analytics


Leveraging today’s innovative speech recognition technology and predictive analytics is the key to creating a customer-centric culture in the call center. The post Elevate Your Call Center’s Performance with Speech Analytics appeared first on Talkdesk.

Elevate Your Call Center’s Performance with Speech Analytics


Leveraging today’s innovative speech recognition technology and predictive analytics is the key to creating a customer-centric culture in the call center. The post Elevate Your Call Center’s Performance with Speech Analytics appeared first on Talkdesk.

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). 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. One more question: Are you Ready for Desktop Analytics? . Analytics Blog

CXNext Podcast Episode 55: How to Do Data-Driven, Analytical Management in the Digital World

bold360 Blog

We discussed how we can start to manage people, technology, and processes using a more analytical, data-driven approach in e-commerce. The post CXNext Podcast Episode 55: How to Do Data-Driven, Analytical Management in the Digital World appeared first on Bold360 Blog.

Top this! Video analytics in the Himalayans

Customer Interactions

It has been said that cameras are the “eyes” of modern-day video surveillance systems and video analytics the “brain.” ” Still, for the added intelligence they afford, video analytics deployments, especially outdoor deployments, are not without challenges. In my many years in video surveillance, few if any projects I’ve been involved in have topped the Qingzang Railway. Got a video analytics question or challenge?

When Analytics Is the Answer Are You Asking the Right Questions?


Depending upon what you read, who you follow, the Business Intelligence and Analytics (BI&A) market is valued anywhere from $16.9 What is making analytics the new in-crowd? Until recently, analytics in business communications has been known as reporting.

Which Segment of Analytics Space Can Drive the Best Customer Experience?


We all know in today’s world of social media, one comment or video can go very far, very fast. Organizations around the world are trying to find their “brand champions” to help them build their brand, increase loyalty and gain new customers.

Video Advertising: Key to Getting Customers Attention As Ad Blocking is Increasing

Natalie Petouhof

Perhaps the answer is video marketing. Video consumption has exploded across all devices and is one of the fastest growing advertising category. Adobe, a the leader in video content creation and delivery, announced it’s acquisition of TubeMogul which will enable brands to capitalize on the huge shift to online video. TubeMogul’s video advertising platform. Why is video advertising so important? TubeMogul is a video demand-side platform (DSP) leader.

On the perimeter: Keeping watch with video analytics

Customer Interactions

In this Government Security News article, video analytics expert Guy Lorman examines how perimeter intrusion detection solutions (PIDS) have evolved, with video analytics as the backbone. Security Video Solutions There was a time when fences or other physical barriers were the only way to protect a perimeter from intrusion. Not so today.

The Evolution of Analytics in Law Enforcement

Customer Interactions

Organizations of all kinds are applying analytics to a wide range of problems, and law enforcement is no exception. With the proliferation of video surveillance, video analytics has become more common. Video Analytics.

Sick of Waiting in Line? Video Analytics can Improve Customer Experience

Customer Interactions

You see, in addition to being a frequent traveler, I’m also an expert of sorts – in video analytics applications. You’ve probably heard of video analytics being used to detect intruders, as a virtual fence, or to identify suspicious luggage or vehicles. But here’s something you might not know – video analytics isn’t just about security. Security Situation Management Video Solutions