ShepHyken

JUNE 1, 2023

This week, we feature an article by Miika Makitalo, CEO of HappyOrNot , the company behind the Smiley Touch™ customer experience improvement solution and a leader in data analytics. He discusses how feedback and data analytics can make or break the customer experience. The customer experience has come a long way in the past decade.

Analytics 156

Analytics Customer Experience Feedback Chatbots 156

MiaRec

JULY 14, 2023

Contact centers in the Financial Services Industry (FSI) are responsible for their institution’s reputation. How can adopting a Voice Analytics solution help them meet customer expectations and compliance requirements?

Analytics 82

Analytics Contact Center 82

Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. NLP has made feedback analytics way more accessible. Let’s explore how you can use analytics to revolutionize your customer experience.

Analytics 83

Analytics Customer Experience Management Surveys 83

Global Response

NOVEMBER 21, 2023

Customer analytics allow you to take the customer data you’ve collected and assess , aggregate and analyze it to understand trends, make forecasts and better understand your customers. Here are four key ways can analytics support your business and how can you implement them.

Analytics 62

Analytics Customer retention outsourcing Sales 62

CSM Magazine

JANUARY 2, 2024

In the highly competitive casino world, exceptional customer service is crucial for attracting and retaining high-value customers. These VIP patrons demand a personalized and seamless experience, and casinos can meet these expectations by leveraging data analytics. It enables them to tailor their services to individual high rollers.

Analytics 52

Analytics Entertainment Customer Service Benchmark 52

SharpenCX

OCTOBER 27, 2021

Centricity is a new home warranty provider and leader in insurance services that’s been a customer of ours since 2018. Contact center leaders turned to customer and agent analytics to catapult performance to new heights. Centricity’s leadership team uses agent and customer analytics to make better decisions.

Analytics 128

Analytics Coaching Contact Center Metrics 128

Fonolo

MAY 16, 2023

Correctly interpreting call center analytics and KPIs is key to improving your operations and your customer’s experience. They’re valued by c-suites for providing insights gleaned from direct contact via customer service and support channels. Analytics are also called key performance indicators or KPIs.

Call Center 91

Call Center Analytics Abandon rate First call resolution 91

The Northridge Group

NOVEMBER 10, 2023

Fortunately, organizations can use the digital ecosystem to their advantage and enhance patient acquisition capabilities with data analytics. The healthcare data analytics market has been growing at a 1 5.3% This market has been experiencing such rapid growth for one reason: data analytics works. billion by 2030.

Analytics 76

Analytics Healthcare Marketing Consulting 76

Call Center Weekly

APRIL 1, 2019

By Diana Aviles I feel like I often say, “One of the biggest challenges in speech analytics is.” With self-service solutions. What does “self-service solutions” mean? Remember, at the end of the day as speech analysts you should be aiming to spread the word about speech analytics as much as possible.

Self service 127

Self service Analytics First call resolution Consulting 127

The Northridge Group

AUGUST 10, 2021

Taking a deeper dive by honing-in on the data that is readily available to you and investing in the right analytics practices can help you improve customer satisfaction, propel your business forward and take your customer experience from great to even greater. Leverage Contact Center Analytics. Let the Data do the Heavy Lifting.

Analytics 162

Analytics Interactive Voice Response Contact Center Coaching 162

Concentrix

MARCH 28, 2023

Orchestrate your full analytics ecosystem with data and analytics services that support your full journey.

Analytics 62

Analytics 62

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. Please get in touch with us. .

Analytics 98

Analytics Telecommunications Big data Customer emotions 98

AWS Machine Learning

NOVEMBER 3, 2022

We discussed how we can use AWS AI services to accurately categorize claims documents along with supporting documents. We looked into the challenges in legacy document processes, which is time-consuming, error-prone, expensive, and difficult to process at scale, and how you can use AWS AI services to help implement your IDP pipeline.

Analytics 76

Analytics APIs Healthcare Big data 76

ShepHyken

AUGUST 10, 2018

This week we feature an article by Jarrin Howard who writes about how predictive analytics can enhance customer relations. – Shep Hyken. These are common examples of sites using predictive analytics catering to individual customer preferences. With the rise of machine learning, predictive analytics is becoming the status quo.

Analytics 168

Analytics Upselling Banking CRM 168

JivoChat

FEBRUARY 14, 2023

But to enjoy those data, you need to know how to analyze them, and that’s why marketing analytics courses can help you. Besides, if you are an entrepreneur, developing your own brand, you can use everything you will learn to diminish the chances of errors when promoting your products and services. Workload: 2.5

Analytics 75

Analytics Marketing Abandon rate Metrics 75

The Northridge Group

MARCH 28, 2022

In our previous post , we discussed the importance of adopting a data-driven analytical approach to move the needle on patient/member experience, enabling higher CMS Stars Ratings and increased bonus payments for Medicare Advantage plan providers. A Success Story.

Healthcare 120

Healthcare Analytics Contact Center First call resolution 120

CSM Magazine

FEBRUARY 14, 2024

Call tracking services have changed how solar companies measure if their ads work. Call analytics help you understand your customers and what they need. Call analytics records info about incoming calls like numbers, how long they last, time of day, and place.

Analytics 52

Analytics Marketing Advertising Sales 52

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

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

Advantage Communications

JULY 27, 2022

Call center analytics are the collection, measurement and reporting of customer data and agent performance. Analytics are used to provide insights about how your business’ customer service department is performing. They also help identify trends, opportunities and actionable goals.

Analytics 52

Analytics Call Center Customer Service Customer Experience 52

OrecX

MAY 4, 2020

Several speech analytics vendors are now offering their solutions as a service. With this level of audio quality, access and control, your business can easily and effectively uncover root causes of service failures, potential compliance infractions, customers at risk of defecting, agents in need of additional training, and so on.

Analytics 79

Analytics Engineering 79

MiaRec

DECEMBER 19, 2022

If you work in a contact center or in customer service, or if you are responsible for the quality of customer interactions in any way, then it's essential to be familiar with the terminology used in contact center analytics software.

Contact Center 88

Contact Center Analytics Customer Service Quality management 88

JustCall

MAY 2, 2022

Speech analytics is one such technology that allows companies to increase their sales by tailoring their interactions with prospects and enhancing sales pitches. So, if you are yet to integrate speech analytics into your system, it is high time to do so. What is Speech Analytics? The term “speech analytics” is self-explanatory.

Analytics 52

Analytics Sales Customer Service Scripts 52

Comm100

APRIL 10, 2024

AI is reshaping countless industries and services, and customer service is one such area that is changing for the better. We will also consider how AI algorithms are used to process customer data patterns to predict their service requirements – dealing with issues before they even arise.

Customer Service 84

Customer Service Chatbots Analytics Big data 84

Contact Center Pipeline

MARCH 15, 2023

Now, more than ever, service-centric businesses must prioritize integrated quality monitoring […] Because of this, it’s instrumental to have a detailed understanding of what occurs during each customer interaction and along the customer journey. In fact, these insights have shifted from nice-to-have to need-to-have.

Analytics 130

Analytics Contact Center Customer Experience 130

DMG Consulting

SEPTEMBER 24, 2021

The Transformational Value of Interaction Analytics. INTERACTION ANALYTICS (IA) has proven its worth and benefits in the best and worst of times. Interaction analytics is the only application that can provide this variety of information. July 7, 2021 Donna Fluss. View this article on the publisher’s website.

Analytics 77

Analytics Enterprise Contact Center Quality management 77

JustCall

MARCH 7, 2023

Nearly half of customer service agents already find it hard to manage tough conversations. Add to that the heightened customer expectations today (especially after the pandemic), and you will see the need for a robust analytics contact center solution. What Is Contact Center Analytics?

Contact Center 52

Contact Center Analytics Average Handle Time Call Center 52

DMG Consulting

JUNE 8, 2021

Current Status of Speech (and Text) Analytics. Interaction analytics removes the mystery from customer conversations. DMG expects analytics-enabled quality management (AQM) to be one of the “next big things” in the IA market. Real-time guidance is another important and emerging use for IA solutions.

Analytics 107

Analytics Enterprise Contact Center Marketing 107

MiaRec

NOVEMBER 14, 2023

Contact centers are at the forefront of customer interactions, making data analysis an essential part of improving customer service, agent performance, and overall efficiency. Two primary approaches to data analytics in contact centers are real-time analytics and post-call analytics.

Analytics 52

Analytics Contact Center Quality management Management 52

MiaRec

NOVEMBER 14, 2023

Contact centers are at the forefront of customer interactions, making data analysis an essential part of improving customer service, agent performance, and overall efficiency. Two primary approaches to data analytics in contact centers are real-time analytics and post-call analytics.

Analytics 52

Analytics Contact Center Quality management Management 52

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 114

Analytics Inbound sales Self service Contact Center 114