Eptica
JULY 25, 2018
Date: Wednesday, July 25, 2018 Author: Taoufik Massoussi - Product Manager & Head of AI Why traditional VoC metrics don’t deliver the insight you need to succeed. However, often these only provide topline data, such as Net Promoter Score or CSAT metrics. How to choose the right customer experience platform for your organization.
Fonolo
JANUARY 12, 2023
With an AI boost, predictive call routing can help personalize a customer’s experience by considering the customer’s call history, communication style, and even personality and matching them with an agent best suited to their needs. . AI is Providing Next-Level Analytics .
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
VocalCom
AUGUST 7, 2017
Brands nowadays collect a tremendous amount of data on their customers. From purchase history to social media commentary, customer insights may be collected across multiple touchpoints. Through close examination across channels, brands may use such valuable information to create richer customer experiences.
CSM Magazine
SEPTEMBER 17, 2020
Voice analytics detects phrases and words based on a database designed by the user and can provide data that breaks down patterns and trends in phone calls with customers and contribute an observation of customers emotions and intents. Average handling time is a metric that is measured by all contact centres.
VocalCom
MAY 29, 2017
How can your brand measure customer satisfaction? With the numerous channels for customer engagement these days, it may seem a daunting task. An ongoing dialogue with your agents lets your brand monitor customer satisfaction levels and improve service continuously. Use different kinds of customer surveys.
VocalCom
AUGUST 26, 2019
Speech and text analytics can reveal tremendous insights into your customers’ feelings and interests to help you improve your customer experiences. For example, these analytical tools may be used to reveal keywords exchanged during service interactions, ranging from terms reflecting customer emotions to specific product names.
Callminer
AUGUST 6, 2019
Call Analytics: Essentially, speech analytics tools track metrics to enable reps and managers to evaluate the success of call campaigns. Call center reporting traditionally focused on metrics such as call length and call abandonment. And when a customer wants to talk to an agent, the hand-off is easy. Speech/text analytics.
Expert insights. Personalized for you.
50 
Let's personalize your content