Callminer

AUGUST 6, 2019

Call Center Monitoring: All call analytics which can be tracked and measured are in call center monitoring software. The most sophisticated solutions offer multi-channel text and speech analytics. That’s not to mention the number of software tools that integrate with the various call center software solutions.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Noble Systems

JANUARY 30, 2020

Over the last ten years, speech analysis has been catapulted into a future we did not expect. 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.

Analytics 66

Analytics Enterprise Interactive Voice Response Contact Center 66

Aspect

JUNE 16, 2017

Get ready for the next big thing in contact center workforce optimization: Speech Analytics. Even though speech analytics was introduced to the contact center industry back in 2003, Aberdeen Group reports that only about 15% of contact centers currently use speech analytics.

Analytics 97

Analytics Contact Center contact center workforce Technology 97

USAN

AUGUST 27, 2021

The very best also practice the science of listening, and AI-enhanced speech analytics solutions can help. Put simply, speech analytics captures the voice of the customer and turns unstructured language into usable — and insightful — data. Speech analytics can pinpoint where deviations take place.

Best practices 52

Best practices Analytics Scripts Contact Center 52

CSM Magazine

MARCH 16, 2023

There is an infinite amount of data in contact centres but what does it really tell us? You may be asking what Pi has to do with customer data analytics in contact centres? However, in my mind speech analytics engines are accurate enough to give confidence in the results. Well, please bear with me.

Analytics 52

Analytics Coaching Finance Upselling 52

AWS Machine Learning

SEPTEMBER 19, 2023

All this is achieved using AWS services, thereby increasing the financial analyst’s efficiency to analyze multi-modal financial data (text, speech, and tabular data) holistically. Multi-modal data is a valuable component of the financial industry, encompassing market, economic, customer, news and social media, and risk data.

Marketing 99

Marketing APIs Engineering Analytics 99

Aspect

AUGUST 26, 2019

The more you know about the details of what’s happening in your operation, the better you can be at deciding whom to hire, whom to coach, what training to require, when to request voluntary OT, how many people to staff for chat and 1,000 other issues. The contact center is drowning in information but starving for knowledge.

Big data 102

Big data Management Journey mapping Contact Center 102

Eptica

SEPTEMBER 10, 2020

In this new blog post, Trevor Davies, Head of Products in R&D, explores some of the key trends and influences from moving to the cloud, to monitoring speech and customer journey analytics, the growing impact of Robotic Process Automation. Customer service: what you can learn from great historical figures.

Quality management 74

Quality management Analytics Technology Marketing 74

Spearline

JUNE 2, 2022

So what are the contact center trends for 2022? And, more specifically, what are the contact center technology trends for 2022? We may have (mostly) emerged from the restrictions that forced this change, but there is undoubtedly a longer term legacy for contact centers, and impact on future contact center trends. reduction in spending.

Contact Center 98

Contact Center Technology Cloud contact Business Process Outsourcing 98

Callminer

JULY 22, 2018

Target service level should be based on what the call center can reasonably achieve given staffing levels and the expected call volume.”. To this end, speech analytics software can provide an overview of call center performance by providing both agents and managers with actionable feedback. 2) Agent Turnover. is one thing.

outsourcing 186

outsourcing Contact Center Business Process Outsourcing industry standards 186

Customer Service Life

JUNE 8, 2020

One way is through speech analytics which allows you to transcribe and analyze 100% of customer service calls. Not only can you understand what customers are calling about, but you can better understand what’s driving satisfaction and dissatisfaction. What’s your take on customer surveys?

Surveys 114

Surveys Contact Center Feedback Analytics 114

Outsource Consultants

AUGUST 14, 2018

Social media agents can monitor your social media channels and intervene if hostility or hate speech breaks out in the comments. 3) Analytics. These include likes, reach, engagement, and a variety of PPC analytics as well. This blog post is based on an article from CustomerThink. 4) 24-Hour Support. We can help!

Contact Center 156

Contact Center outsourcing Call Center Analytics 156

Monet Software

JULY 31, 2019

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. Finding Stress in Speech Patterns. Isn’t it time you started taking advantage of them?

Analytics 48

Analytics Contact Center Surveys Call Center 48

Spearline

FEBRUARY 8, 2022

Voice analytics promises to measure customer emotion in each call. It differentiates between happy, frustrated, and other customer moods. “Call analytics” looks at the data collected. “Speech analytics” considers the spoken content and context of the agent/customer conversation.

Analytics 98

Analytics Telecommunications Big data Customer emotions 98

aircall

JULY 7, 2021

You might think nurturing customer relationships comes down to anticipating needs and understanding behaviors, but one strategy you need to have at your disposal is thorough call center analytics. . When you use analytics to provide a memorable, positive customer experience, you’ll not only see a spike in customer satisfaction rates.

Call Center 62

Call Center Analytics Self service Sales 62

Upstream Works

DECEMBER 20, 2022

Automated speech recognition (ASR) is an important contact center use case for AI. Noise suppression blocks out audio that is not human speech. This is where predictive analytics come into play, and you can expect to see more of this in 2023. To illustrate, here are three examples. Noise Suppression. Workflow Automation.

Customer Experience 78

Customer Experience Virtual Agent Contact Center Scripts 78

TechSee

JUNE 16, 2022

He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

DMG Consulting

MAY 5, 2020

During the past few months, we’ve published a series of newsletter blogs, columns and white papers to help executives and contact center leaders manage through the coronavirus pandemic. Interaction analytics and CJA address all of these needs. . However, companies need to go much deeper.

Enterprise 96

Enterprise Analytics Consulting Consulting 96

Expivia

JULY 11, 2023

The Evolution of Agent Assist At present, agent assist technology provides real-time transcription during customer calls, and prompts the agent about things like customer mood, timing of speech, and more. While these technologies are not new, their applications in the realm of customer service are taking some intriguing turns.

Contact Center 52

Contact Center Interactive Voice Response Chatbots Coaching 52

CSM Magazine

DECEMBER 21, 2021

In our last blog, we revealed how customers crave speed, convenience and emotional empathy when interacting with their favourite brands, a paradox that threatens the status quo of today’s contact centre. In this blog, we throw the spotlight on technology and how to use it effectively, adding the human touch to digital interactions.

Technology 59

Technology Analytics Average Handle Time Self service 59

Monet Software

JULY 30, 2019

Here are the four reasons your call center should be looking into speech analytics. Speech analytics allows this analysis to go deeper than ever before. By at least one estimate, call center speech analytics achieves ROI in as little as three months. It Delivers Data. It Saves Money.

Analytics 69

Analytics Call Center Upselling First call resolution 69

Infinity

MARCH 2, 2022

Real-time call monitoring is designed to help you build a holistic picture of your customers, the journey they took to pick up the phone, and what persuades them to convert. It can also help your call centre agents and wider teams become even better at what they do. What is real-time call monitoring? Every conversation matters.

Scripts 52

Scripts Analytics Upselling Customer centricity 52

Fonolo

OCTOBER 18, 2017

A top mission of the Fonolo blog has always been to help you stay informed with the fast-moving contact center industry. 19% of voice self-service is handled through automated speech recognition, rather than DTMF IVR, similar to last year’s figure of 17%. Our favorite chart: Vendor Landscape: Customer Journey Analytics Providers.

Call Center 117

Call Center Journey mapping Self service Interactive Voice Response 117

Monet Software

JULY 31, 2019

In previous blogs we have discussed how speech analytics makes it easier for contact centers to route calls to the agents best suited to handle them, based on the nature of the customer’s inquiry. Before we even get to that step, however, you need to know what types of personalities you have available to you on each agent shift.

Analytics 48

Analytics Personalization Upselling Contact Center 48

Customer Service Life

JANUARY 28, 2019

This article originally appeared on the OpusResearch blog on November 16, 2018. 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.

Analytics 60

Analytics Coaching Engineering Contact Center 60

Lumoa

FEBRUARY 14, 2024

That’s why it’s essential to continuously iterate new approaches to see what works best and integrate those into your CX strategy. From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. Reviewing your existing CX strategy is a good place to start.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

Talkdesk

MAY 11, 2020

This is a guest blog from Lindsey Plocek, Head of Marketing at Observe.AI. What should be avoided? What’s standing in your way or holding you back? What’s one area you want to improve on? What are one or two areas impacting our performance right now? Here are four “dos” and “don’ts” to consider.

Coaching 88

Coaching Contact Center Morale Analytics 88

Monet Software

JANUARY 31, 2019

Training plays a critical role here, as does speech analytics. What Does ‘Vulnerable’ Mean? What Does ‘Vulnerable’ Mean? Training Through Speech Analytics. Call recording and speech analytics will deliver a selection of calls that fit this criteria, and can be used for training purposes.

Analytics 48

Analytics Contact Center 48

Talkdesk

MARCH 12, 2021

In this guest blog post, Gans Subramanian, founder and managing director at B-Trnsfrmd , shares five reasons that make Talkdesk his CCaaS solution of choice. Speech Analytics. Talkdesk Speech Analytics helps make the best use of the wealth of information available in every customer interaction.

Call flow 91

Call flow Abandon rate Contact Center industry standards 91

SmartAction

SEPTEMBER 2, 2021

That’s the simplest way to describe them to any time traveler from an age before 1956 who lands in 2021 and is trying to figure out what kind of accent they hear on the other side of the weird tiny computer they’re holding up to their ear as they call into customer service to inquire about their order of Heelys (gasp, shoes, AND skates!

Virtual Agent 90

Virtual Agent Engineering contact center solutions Analytics 90

Monet Software

FEBRUARY 19, 2019

What could possibly be more romantic than a contact center? Speech Analytics Software That Shows You Care Why do agents say “it’s over” and end your relationship? But what happens when agent scoring is handled through speech analytics software? February means Valentine’s Day, and romance is in the air.

Contact Center 59

Contact Center Analytics Coaching Interactive Voice Response 59

Avaya

JUNE 24, 2019

Digital transformation is about creating experiences that matter, but what does this look like within the contact center? Effortless self-service, agent augmentation, interaction insights, smart pairing…nowhere close to what one vendor alone offers today. We extended collaboration with Avaya A.I. Is your interest piqued? It should be.

Contact Center 104

Contact Center contact center solutions Virtual Agent Contact center software 104

Anexa BPO

MAY 16, 2022

So what do organizations look at when attempting to understand the direct voice of their customer? Second, many organizations work with legacy processing systems that transcribe speech to text, but with a limited amount of accuracy which compromises the efficacy of the insights.

outsourcing 52

outsourcing Business Process Outsourcing voip Call Center 52

Real Blue Sky

JULY 12, 2022

In our last blog post , we talked about how employee turnover rate can often be 100%+ annually in a contact center. Speech Analytics. Call centers are also turning to speech analytics to help with training in the contact center. To reduce this turnover rate, you should be laser focused on employee experience.

Contact Center 52

Contact Center Gamification Coaching Analytics 52

Monet Software

MAY 27, 2020

Want to start with what really resonated with our live attendees? To find this session, log in to Verint Virtual On-Demand and navigate to Educational Tracks, then: Track – Contact Center Workforce Engagement Cloud / Theme – Elevating Response: Analytics & AI. That’s right! Check out the education session now. Already registered?

contact center workforce 83

contact center workforce Education Analytics Contact Center 83

Monet Software

APRIL 30, 2018

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. Finding Stress in Speech Patterns Many of us tend to talk faster when we’re upset.

Analytics 48

Analytics Contact Center Surveys Call Center 48

Infinity

AUGUST 9, 2021

What if you could reduce your average call handling time (AHT), significantly ramp up your phone agents to drive more successful outcomes, and turn those make-or-break conversations into satisfied customers? That’s where contact centre analytics come in. What are contact centre analytics?

Analytics 52

Analytics Scripts Upselling CRM 52