Expivia

NOVEMBER 20, 2020

This week we will be talking about 10 unique use cases for speech analytics. Speech analytics is evolving to have use cases not yet thought of. For those of you who use speech analytics and want to expand the ROI for them, this is for you. Using speech analytics we can determine how much silence a call contains.

Analytics 98

Analytics Morale Finance Benchmark 98

Interaction Metrics

JANUARY 31, 2025

How We Picked This list was compiled by an independent reviewer, and the top picks include customer survey companies that specialize in customer satisfaction surveys, offer end-to-end survey services (from design to analysis), and serve clients in the U.S. NBRI NBRI specializes in market research and customer expectations analysis.

Surveys 62

Surveys Metrics Benchmark Consulting 62

Calabrio

APRIL 23, 2025

By converting raw, unorganized customer interactions into structured, searchable data, Conversation Intelligence empowers deeper analysis and faster action to help contact centers listen more intelligently, act more purposefully, and improve more rapidly. Set measurable targets aligned to performance standards and internal benchmarks.

Contact Center 52

Contact Center Coaching Engineering Analytics 52

Pointillist

JUNE 15, 2018

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 ]. 10 Steps to Improve Customer Retention with Journey Analytics.

Customer retention 110

Customer retention Analytics Airlines SaaS 110

CSM Magazine

NOVEMBER 26, 2024

Predictive Analytics Predictive analytics allows businesses to anticipate customer needs by analyzing past behavior to identify patterns and forecast future actions. Predictive analytics is a forward-thinking approach that ensures the brand can stay one step ahead of its customers’ needs.

Finance 52

Finance Chatbots Banking Analytics 52

Calabrio

APRIL 24, 2025

It leverages technologyprimarily AI, machine learning, and text and speech analytics to automatically monitor, evaluate, and analyze customer interactions across various channels (calls, chats, emails, etc.). Transcription & Analytics: Voice interactions are transcribed into text. from various customer touchpoints.

Quality management 52

Quality management Customer Experience Management Coaching 52

delighted

APRIL 12, 2019

Now it’s time to put that data to use with some customer feedback analysis. In this post, we’ll walk through all the basics of customer feedback analysis, from prepping your customer data to using survey analytics tools to simplify the process. Conducting survey analytics can be complicated. Feedback dashboard analytics.

Feedback 68

Feedback Surveys Analytics Metrics 68

TeleDirect

MARCH 20, 2025

Call auditing helps ensure that customer interactions meet established quality benchmarks while identifying areas for improvement. Data-Driven Insights Leverage analytics to spot patterns and trends from audited calls. Data-Driven Decision Making: Use analytics to shape strategy and operations.

Best practices 62

Best practices Calibration Average Handle Time First call resolution 62

Interaction Metrics

APRIL 17, 2025

It was built for organizations with the resources to manage layered feedback systems, not for lean teams that need quick, actionable customer feedback analysis. Were a full-service survey company handling everything you need including survey design, deployment, analysis, reporting, and more.

Surveys 48

Surveys Enterprise B2B Analytics 48

CSM Magazine

FEBRUARY 12, 2025

This crucial first step involves detailed analysis, consultation, and the development of ROI-based solutions encompassing Workforce Engagement Management (WEM), automation, and analytics. The power of this approach is evident in our work with industry leaders. Take British Airways, for instance.

Consulting 52

Consulting Consulting Entertainment Benchmark 52

AWS Machine Learning

MAY 2, 2024

A common way to select an embedding model (or any model) is to look at public benchmarks; an accepted benchmark for measuring embedding quality is the MTEB leaderboard. The Massive Text Embedding Benchmark (MTEB) evaluates text embedding models across a wide range of tasks and datasets.

Benchmark 129

Benchmark Metrics Enterprise APIs 129

CSM Magazine

MARCH 13, 2025

Some companies, like those highlighted in Qualtrics’ NPS Guide , use NPS not only for insights but also for benchmarking. Social Media Sentiment Analysis Social media platforms are goldmines for understanding customer sentiment. Customer Satisfaction Score (CSAT) The Customer Satisfaction Score (CSAT) is another essential metric.

Metrics 52

Metrics Surveys Feedback Analytics 52

AWS Machine Learning

DECEMBER 13, 2024

This post was written with Darrel Cherry, Dan Siddall, and Rany ElHousieny of Clearwater Analytics. About Clearwater Analytics Clearwater Analytics (NYSE: CWAN) stands at the forefront of investment management technology. RAG benchmark Compare the fine-tuned models performance against a RAG system using a pre-trained model.

Analytics 94

Analytics Management Accountability Engineering 94

Lumoa

APRIL 3, 2018

“ NPS has been a good metric to benchmark and help brands understand the overall outcome of their experience. If you change the response scale, all the analysis and published literature would be based on 0-10 scale anyway, so your data will become worthless. That's where text analytics technologies come into play.

Benchmark 126

Benchmark Feedback Best practices Metrics 126

Calabrio

MARCH 22, 2025

Leverage machine learning and analytics to predict call volume, anticipate changes, and then optimize schedules to minimize wait times and maximize resource utilization. These tools consider factors like customer history, agent skills, real-time availability, and even sentiment analysis to ensure optimal matching.

Best practices 52

Best practices Contact Center Management Call Center 52

Lumoa

JANUARY 31, 2023

Leaders in a variety of business industries use NPS , which makes NPS a great benchmarking tool. At the same time, it’s also an industry-standard metric, which means you could benchmark the results. Modern technologies have made feedback analysis a very simple process. Now, all you really have to do is act on it.

Customer Experience 165

Customer Experience Customer centricity Metrics Feedback 165

Balto

MARCH 17, 2025

Real-Time Call Center Insights Dashboard Introduction to Call Center Insights Call center analytics transforms raw operational data into actionable intelligence, enabling businesses to improve customer experience while optimizing agent performance. Modern analytics platforms examine everything from call volume patterns to customer sentiment.

Call Center 52

Call Center Customer Experience Average Handle Time Analytics 52

AWS Machine Learning

MARCH 4, 2024

It can navigate open-ended prompts, and novel scenarios with remarkable fluency, including task automation, hypothesis generation, and analysis of charts, graphs, and forecasts. Best-in-class benchmarks – Claude 3 exceeds existing models on standardized evaluations such as math problems, programming exercises, and scientific reasoning.

Benchmark 145

Benchmark Finance Engineering Enterprise 145

AWS Machine Learning

JULY 18, 2024

streamlined the analysis of over 70,000 vulnerabilities, automating a process that would have been nearly impossible to accomplish manually. We also provide insights into the model selection process, results analysis, conclusions, recommendations, and Mend.io’s future outlook on integrating artificial intelligence (AI) in cybersecurity.

APIs 131

APIs Technology Analytics Benchmark 131

Calabrio

MARCH 5, 2025

Successful voice of customer programs set up a system for ongoing monitoring and analysis of their needs and sentiments. With Calabrio ONE VoC analytics tools , you can upgrade contact center performance by centralizing conversations from multiple sources in one place. Predict churn: Find customers showing signs of possible churn.

Best practices 40

Best practices Benchmark First call resolution Contact Center 40

Cincom

FEBRUARY 14, 2025

Automate Price Calculations and Adjustments Utilize real-time pricing engines within CPQ to dynamically calculate prices based on market trends, cost fluctuations, and competitor benchmarks. Deploy predictive analytics to suggest optimal product bundles, add-ons, and discount structures based on similar deals.

Best practices 40

Best practices Sales CRM Finance 40

AWS Machine Learning

JUNE 11, 2024

Sprinklr’s specialized AI models streamline data processing, gather valuable insights, and enable workflows and analytics at scale to drive better decision-making and productivity. First, we had to experiment and benchmark in order to determine that Graviton3 was indeed the right solution for us.

Engineering 119

Engineering Benchmark Accountability Best practices 119

aircall

FEBRUARY 26, 2018

The current benchmark is set for 96% customer satisfaction, but they regularly surpass this number. Real-time analytics dashboards, unique system configurations, and specific data points are all in your proverbial Lego box — create what you want. Aircall is committed to superior customer experience. Mobile: 14/ 20. Try Aircall Today.

call center software 59

call center software Call Center First call resolution Technical Support 59

ProProfs Blog

OCTOBER 25, 2021

Real-Time Response Collection and Analysis. Easy integration with third-party applications like Hubspot, Zapier, Google Analytics, and more. The flagship feature of Qualaroo is sentiment analysis. 3rd party integration with tools like google analytics, intercom, slack, salesforce, and so on.

Feedback 148

Feedback Surveys Enterprise Analytics 148

AWS Machine Learning

NOVEMBER 19, 2024

These sessions, featuring Amazon Q Business , Amazon Q Developer , Amazon Q in QuickSight , and Amazon Q Connect , span the AI/ML, DevOps and Developer Productivity, Analytics, and Business Applications topics. Learn how Toyota utilizes analytics to detect emerging themes and unlock insights used by leaders across the enterprise.

APIs 108

APIs Enterprise Best practices Government 108

Mindtouch

JUNE 8, 2017

However, incorporating content analytics is a necessary effort to achieve the most effective content. What is the Definition of Content Analytics? As you embark on a content analytics initiative, take the time upfront to understand everything you can measure. Tips for Getting Started with Analytics. Continual Improvement.

Analytics 59

Analytics Metrics Benchmark Feedback 59

AWS Machine Learning

SEPTEMBER 11, 2024

The financial services industry (FSI) is no exception to this, and is a well-established producer and consumer of data and analytics. This mostly non-technical post is written for FSI business leader personas such as the chief data officer, chief analytics officer, chief investment officer, head quant, head of research, and head of risk.

Benchmark 114

Benchmark Banking Analytics Big data 114

CSM Magazine

FEBRUARY 19, 2025

Today, AI-powered sentiment analysis tools can automatically process large volumes of feedback, identifying common trends and areas for improvement. One of the most powerful applications of AI in feedback management is predictive analytics.

Customer Experience 52

Customer Experience Chatbots Wait times Feedback 52

Calabrio

MARCH 25, 2025

AI and machine learning-driven chatbot analytics tools can be used to quickly analyze your chatbots interactions, seamlessly sifting through thousands of conversations to identify top contact drivers and sources of frustration.

Chatbots 52

Chatbots Analytics Contact Center Quality management 52

Lumoa

FEBRUARY 20, 2018

Leaders in variety of business industries use NPS , which makes NPS a great benchmarking tool. At the same time, it's also an industry standard metric, which means you could benchmark the results. Text analytics help you to analyze the feedback in a fast and efficient manner, showing the tailored results valuable to your business.

Customer Experience 141

Customer Experience Customer centricity Feedback Metrics 141

JustCall

MAY 8, 2022

With personalization as a critical priority, they have adopted new-age solutions like sentiment analysis software to map to the new consumer trends. If you and your team members are in the support department, customer sentiment analysis could possibly be the biggest growth driver for you. What is Sentiment Analysis?

Analytics 52

Analytics Feedback Upselling CRM 52

AWS Machine Learning

AUGUST 7, 2024

Through automation, you can scale in-demand skillsets, such as model and data analysis, introducing and enforcing in-depth analysis of your models at scale across diverse product teams. This allows you to introduce analysis of arbitrary complexity while not being limited by the busy schedules of highly technical individuals.

Government 118

Government Benchmark Scripts Enterprise 118

AWS Machine Learning

JANUARY 13, 2023

For benchmark analysis, we considered the task of predicting the in-hospital mortality of patients [2]. Benchmarking machine learning models on multi-centre eICU critical care dataset.” She has a background in genomics, healthcare analytics, federated learning, and privacy-preserving machine learning. Plos one 15.7

Analytics 100

Analytics Healthcare Scripts Accountability 100

Cincom

APRIL 15, 2025

The customer experience management definition extends beyond traditional customer serviceit is an enterprise-wide strategy that integrates AI, automation, and real-time analytics to optimize every interaction across digital and physical touchpoints. AI-driven analytics, machine learning, and NLP enable real-time decision-making.

Customer Experience 40

Customer Experience Management Chatbots CRM 40

Totango

OCTOBER 7, 2021

Use a Product Analytics Map for Your Product. Product analytics tools such as those built into Totango’s Spark customer success platform allow you to track how often users are interacting with your product and what they’re doing when they’re using it. After specific product adoption benchmarks have been achieved.

Feedback 108

Feedback Benchmark Surveys Analytics 108

AWS Machine Learning

AUGUST 2, 2024

This is a guest post co-written with Vicente Cruz Mínguez, Head of Data and Advanced Analytics at Cepsa Química, and Marcos Fernández Díaz, Senior Data Scientist at Keepler. The analysis was conducted for queries based on both unstructured (regulatory documents and product specs sheets) and structured (product catalog) data.

APIs 128

APIs Analytics Chatbots Engineering 128

Spearline

JANUARY 18, 2022

Reporting and analytics Spearline’s Voice Assure In-country testing service is built on the premise that proactive management is always better than reactive management. Spearline provides a benchmark that equips individuals with intelligence on how their vendor is performing, as compared to others in the same region and service type.

Management 98

Management Benchmark Telecommunications Analytics 98