Callminer

JULY 11, 2024

Text analytics is the process of extracting data from written texts to understand customer behavior and thoughts, aiming to improve customer experience. Read this blog to learn more.

Analytics 182

Analytics Customer Experience 182

Calabrio

APRIL 8, 2025

Analytics A Guide to Contact Center Sentiment Analysis & Measurement Jump ahead What is Contact Center Sentiment Analysis? How Does Contact Center Sentiment Analysis Work? In the contact center, customer interaction analytics can run into the same issue when analyzing a voice call. So, lets dig in.

Contact Center 52

Contact Center Best practices Coaching Analytics 52

Lumoa

JANUARY 8, 2024

This is where stepping up to a text analysis software or a comprehensive customer experience platform becomes a big move for your business. That’s where text analysis, or text mining, comes into play. Text analysis software categorizes these into positive, negative, and neutral, picking up on language cues and common phrases.

Feedback 147

Feedback Analytics Multichannel Surveys 147

Calabrio

FEBRUARY 28, 2025

Analytics Voice Analytics: Unlock Insights in Your Contact Center Conversations Share In the data-driven contact center of today, understanding the nuances of customer conversations is paramount. What is voice analytics? What is voice analytics? It delves deeper into the emotional and contextual layers of speech.

Analytics 52

Analytics Contact Center contact center workforce Average Handle Time 52

TechSee

DECEMBER 11, 2024

Each of these predictions is based on an analysis of the leading service trends in 2024 presented at conferences, as well as those most discussed by influencers, reporters and analysts. Analysis : The success of omnichannel hinges on breaking down internal silos and adopting flexible and interconnected technology platforms.

Self service 109

Self service Enterprise Finance Healthcare 109

Hodusoft

APRIL 21, 2025

It gains more ground in 2010, especially in helping with big data analysis. It plays a key role in agent and customer side operations as well as in analytics. AI-powered speech analytics and text analytics empower call centers to create custom responses or draft suitable messages.

Contact center software 98

Contact center software Contact Center Customer Service contact center solutions 98

Contact Center Pipeline

SEPTEMBER 24, 2020

Contact centers are complex and unique businesses. Some are five agents strong while others employ thousands. And while each contact center has its own business strategy and objectives, one common goal spans the industry: keeping customers happy. In a service-based economy, positive customer interaction is more important than ever.

Analytics 279

Analytics Contact Center Call Center Technology 279

AWS Machine Learning

MARCH 18, 2025

This step provides an accurate and efficient conversion of spoken words into a format suitable for further analysis. This streamlines the process of data collection, analysis, and decision-making for clinical trial stakeholders, including investigators, sponsors, and regulatory authorities.

Healthcare 114

Healthcare Analytics Consulting Consulting 114

Calabrio

MARCH 5, 2025

Analytics Customer Experience (CX) Analytics: A Complete Guide for 2025 Share Today, the experiences businesses offer their customers before, during, and after purchase are every bit as important as the products and services they sell. Dig into this guide on CX analytics and learn how you too can unearth game-changing CX insights.

Analytics 52

Analytics Customer Experience Agent Empowerment Contact Center 52

AWS Machine Learning

OCTOBER 16, 2024

In this post, we demonstrate how the CQ solution used Amazon Transcribe and other AWS services to improve critical KPIs with AI-powered contact center call auditing and analytics. Additionally, Intact was impressed that Amazon Transcribe could adapt to various post-call analytics use cases across their organization.

Customer Service 89

Customer Service Scripts Coaching Finance 89

TMP Direct

JANUARY 5, 2025

Staying ahead of the competition requires leveraging analytics to gain deeper insights into customer behavior, preferences, and challenges. Analytics help track key metrics like response times, resolution rates, and wait times to ensure efficient interactions. Analytics also help streamline processes, ensuring smoother operations.

Analytics 52

Analytics Customer Experience Chatbots Upselling 52

AWS Machine Learning

MARCH 4, 2025

The assessment includes a solution summary, an evaluation against Well-Architected pillars, an analysis of adherence to best practices, actionable improvement recommendations, and a risk assessment. An interactive chat interface allows deeper exploration of both the original document and generated content.

Best practices 120

Best practices Enterprise Engineering Strategic Value 120

DMG Consulting

NOVEMBER 6, 2024

GenAI is Transforming Conversation Analytics and Making it Better November 2024 As consumers, we’re bombarded with marketing declaring that products are “new and improved,” which is frequently reinforced with updated packaging and a different name. Is that the case with conversation analytics? The answer is a resounding “no”!

Analytics 48

Analytics Coaching Employee engagement Quality management 48

ShepHyken

APRIL 30, 2021

Using Predictive Analysis for Customer Management. In 2021, you can gain an edge over the competition by introducing predictive analytics to analyze the user experience and close the customer feedback loop. . You can even employ analytics to predict customer expectations and plan your conversations accordingly.

Customer Service 375

Customer Service Chatbots Analytics Upselling 375

AWS Machine Learning

MARCH 12, 2024

One common reason to engage in data collaboration is to run an audience overlap analysis, which is a common analysis to run when media planning and evaluating new partnerships. The analysis helps determine how much of the advertiser’s audience can be reached by a given media partner. Choose Configure new table.

Advertising 130

Advertising Accountability APIs Best practices 130

AWS Machine Learning

NOVEMBER 12, 2024

In this blog post, we demonstrate prompt engineering techniques to generate accurate and relevant analysis of tabular data using industry-specific language. The question in the preceding example doesn’t require a lot of complex analysis on the data returned from the ETF dataset. Here are some key observations: 1.

Engineering 120

Engineering Real estate Government Big data 120

AWS Machine Learning

APRIL 3, 2025

At the heart of this transformation is the OMRON Data & Analytics Platform (ODAP), an innovative initiative designed to revolutionize how the company harnesses its data assets. This disparity complicates data integration and cross-system analysis, requiring significant effort to reconcile and harmonize data for comprehensive insights.

Government 86

Government Analytics Engineering CRM 86

ShepHyken

SEPTEMBER 7, 2023

Customer health monitoring Train your team on the tools and analytics platforms you use to monitor customer health. Feedback collection and analysis Teach your team how to conduct surveys and interviews with customers. Assess how they’re going to harness analytics to make the right decisions.

B2C 349

B2C Customer centricity Feedback Upselling 349

AWS Machine Learning

APRIL 3, 2025

Better data Automated data collection and analysis means fewer mistakes and more consistent results. Together, these services create a resilient data foundation, supporting both real-time analysis and historical trend monitoring. This makes inspections much safer. This allows for proactive maintenance.

APIs 116

APIs Telecommunications Enterprise Best practices 116

Beyond Philosophy

SEPTEMBER 1, 2022

Intuition might be more valued in business than analysis. Psychology Today describes it as “ a process that gives us the ability to know something directly without analytic reasoning, bridging the gap between the conscious and nonconscious parts of our mind, and also between instinct and reason. ”. What is Intuition?

Analytics 370

Analytics Consulting Consulting Personalization 370

PeopleMetrics

MARCH 11, 2025

AI-enhanced feedback interpretation As I have mentioned in previous blog posts, AI-driven text analytics can categorize and summarize open-ended responses in real time, helping businesses understand trends without manually reading thousands of comments. But it will make survey design, personalization, and analysis much smarter.

Surveys 100

Surveys Feedback Chatbots Enterprise 100

Callminer

MARCH 2, 2020

To learn about how speech analytics can help boost customer satisfaction, download our white paper, Reduce Churn and Increase Customer Satisfaction with Speech Analytics. Download our white paper, The CX Pro’s Guide to Speech Analytics , to learn more about how speech analytics can help you improve the customer experience.

First call resolution 291

First call resolution Metrics Analytics Call Center 291

AWS Machine Learning

DECEMBER 4, 2024

SageMaker Unified Studio setup SageMaker Unified Studio is a browser-based web application where you can use all your data and tools for analytics and AI. This will provision the backend infrastructure and services that the sales analytics application will rely on. You’ll use this file when setting up your function to query sales data.

APIs 107

APIs Sales Surveys Analytics 107

AWS Machine Learning

OCTOBER 24, 2024

With QuickSight, all users can meet varying analytic needs from the same source of truth through modern interactive dashboards, paginated reports, embedded analytics, and natural language queries. We tell SageMaker Canvas to build a predictive analysis ML model. His interests are in all things data and analytics.

Banking 114

Banking Analytics Engineering Accountability 114

Momentum Telecom

FEBRUARY 5, 2025

Thats where real-time call analytics can be a game-changer, unlocking valuable real-time insights from every call. While a great starting point, advanced call analytics go further with continuous call logging , providing end-to-end call visibility and generating performance metrics at the agent or department level.

Analytics 52

Analytics Abandon Call Abandon rate Call Logging 52

3CLogic

DECEMBER 17, 2024

Sentiment analysis of 100% of calls offers better performance insights and tailored training to quickly upskill employees. Some examples include: Real-time call transcriptions and pre-populated performance forms save supervisors time by eliminating manual auditing and note-taking.

Contact Center 98

Contact Center Self service Coaching Benchmark 98

AWS Machine Learning

SEPTEMBER 23, 2024

This innovation has transformed client interactions and operational efficiency through the use of Amazon Transcribe Call Analytics , Amazon Comprehend , and Amazon Bedrock. Enhancing the analysis, Amazon Comprehend is used for sentiment analysis and entity extraction, providing deeper insights into client interactions.

Analytics 118

Analytics First call resolution Banking Interactive Voice Response 118

ShepHyken

JULY 29, 2019

RetailWire) Presented here for discussion is a summary of a current article published with permission from Knowledge@Wharton, the online research and business analysis journal of the Wharton School of the University of Pennsylvania. by Knowledge@Wharton. My Comment: Vision statements are important. by Andrew Mort. Happy people whistle.

Customer Service 306

Customer Service Enterprise Analytics Customer Experience 306

AWS Machine Learning

OCTOBER 29, 2024

These insights are stored in a central repository, unlocking the ability for analytics teams to have a single view of interactions and use the data to formulate better sales and support strategies. Organizations typically can’t predict their call patterns, so the solution relies on AWS serverless services to scale during busy times.

Engineering 112

Engineering APIs Sales Enterprise 112

ShepHyken

NOVEMBER 29, 2019

The mobile app experience seamlessly integrates with pioneering technologies like artificial intelligence, augmented and virtual reality and big data analytics to offer engaging experiences. A better understanding of the customer with predictive analysis using AI and BigData. More brand recognition, more leads, and more customers. .

Technology 267

Technology Customer Experience Complaint resolution Gamification 267

AWS Machine Learning

JULY 11, 2024

To effectively utilize the wealth of information contained in such datasets for ML and analytics, access to the right tools for geospatial data handling is crucial. This unlocks valuable use cases in fields such as environmental monitoring, urban planning, agriculture, disaster response, transportation, and public health.

Engineering 124

Engineering Transportation Analytics Management 124

ShepHyken

JULY 12, 2019

Across industries, the collection, analysis, and refinement of data is the battleground businesses are competing in to differentiate themselves to customers. Through machine learning and predictive analytics, historical data can be leveraged to create comprehensive maintenance plans.

Customer Experience 284

Customer Experience Technology Enterprise Analytics 284

Beyond Philosophy

MARCH 19, 2020

If you don’t have the data analytical skills, then there is no better time than the present to get them. Moreover, data analysis isn’t going away. Many hidden patterns exist that would provide insights to motivation in your existing data, and you should be finding them. Most of You Want to Learn More About Your Customers’ Behavior.

Consulting 479

Consulting Consulting Marketing Customer centricity 479

AWS Machine Learning

NOVEMBER 22, 2024

It enables different business units within an organization to create, share, and govern their own data assets, promoting self-service analytics and reducing the time required to convert data experiments into production-ready applications.

Government 101

Government Banking Accountability Engineering 101

AWS Machine Learning

OCTOBER 29, 2024

This enables easier analysis and processing of specific data subsets. Getting started To help you get started with the observability solution, we have provided example notebooks in the attached GitHub repository , covering knowledge bases, evaluation, and agents for Amazon Bedrock.

Best practices 114

Best practices Feedback Metrics APIs 114