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Guide To Call Center Sentiment Analysis

ROI CX Solutions

One key tool to doing so is sentiment analysis, which allows companies to analyze and interpret customer emotions and opinions across various communication channels. This guide explores the benefits, methods, and applications of sentiment analysis, particularly in the context of modern contact centers. What is sentiment analysis?

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Unlocking insights and enhancing customer service: Intact’s transformative AI journey with AWS

AWS Machine Learning

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. The goal was to refine customer service scripts, provide coaching opportunities for agents, and improve call handling processes.

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Customer Experience (CX) Analytics: A Complete Guide for 2025

Calabrio

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.

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4 Ways To Use Call Recordings for Better Contact Center Performance

Callminer

According to a recent survey by Contact Babel of contact center professionals, over 90% of businesses record their calls, but only 34% are analyzing them with a speech analytics solution. To utilize your call recordings in the most efficient way you can, use tools such as speech analytics to automatically analyse and score 100% of recordings.

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6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

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Improving Patient Self-Service: How Healthcare Contact Centers Can Use Chatbots & Adaptive Engagement to Elevate Patient Experience

Calabrio

Sentiment & Conversation Analytics Our AI-powered analytics tools analyze patient interactions including chatbot transcripts to identify: Frustration triggers Common questions and service gaps Emerging patient needs Healthcare leaders can use these insights to improve chatbot scripts, agent training, and marketing campaigns.

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The Role of Call Centers in Managing Crisis Communication for Businesses

TeleDirect

Call Center Integration with Crisis Management Plans A well-prepared business should include its call center in the crisis plan: Pre-crisis : Train agents, create templated scripts, test phone trees. Post-crisis : Use data for analysis and improvement. During crisis : Activate high-priority routing and overflow queues. Absolutely.