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

PeopleMetrics

MARCH 18, 2025

In fact, they might be even more crucial today because they're public surveys available to everyone online. For instance, if you have many reviews, AI-driven sentiment analysis can quickly categorize reviews as positive, negative, or neutral, alerting your team instantly when there's an urgent issue.

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Surveys B2C Best practices Feedback 62

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. Think about all the customer feedback we see – tweets, reviews, comments, surveys. That’s where text analysis, or text mining, comes into play. The market reacts, and reviews pour in.

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Feedback Analytics Multichannel Surveys 147

ProProfs Blog

AUGUST 28, 2020

Receiving customer feedback is not just about surveys and data collection. Sure, an online survey maker helps you create a survey and access the right distribution channels, but what next? . When the survey data comes back in, how do you use it for the benefit of different teams – sales, marketing, product, etc.?

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Lumoa

FEBRUARY 7, 2023

During an NPS survey, a customer replies with a 7 and comments that they’d love to see the reporting section expanded. From qualitative to quantitative information, actively soliciting feedback to passively analyzing user behavior, text analysis to interviews, VoC data collection can run the gamut. That’s where Lumoa comes in.

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Customer centricity Feedback Surveys Metrics 158

Interaction Metrics

DECEMBER 10, 2024

Analyzing open ended survey questions is the single most fruitful method for getting meaningful, honest feedback. Jump to: How Do ChatGPT, Gemini, and Claude Stack Up for Text Analysis? This in turn, allows you to uncover answers to questions you might not have even thought to ask about in the ‘main’ parts of your surveys.

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Surveys Metrics Customer effort Analytics 62

Lumoa

JANUARY 3, 2023

Surveys are one of the most useful tools out there for gathering quick feedback from customers, and understanding what motivates them. But with great power comes great responsibility – if you’re going to get the results you need to make critical business decisions, it’s important that your survey design is done well!

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Best practices Surveys Metrics Construction 147

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.

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Analytics Customer Experience Agent Empowerment Contact Center 52

delighted

SEPTEMBER 23, 2020

As part of our mission to build a turnkey customer experience platform, we’ve always been aware of the need for an automated feedback analysis solution. After a year spent fine-tuning our survey text analysis algorithm, we’re excited to announce that it’s finally ready. Introducing Smart Trends, powered by Delighted AI.

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Surveys Feedback Analytics Customer Experience 98

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.

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B2C Customer centricity Feedback Upselling 349

PeopleMetrics

JANUARY 24, 2025

Root Cause Analysis Across Touchpoints As I have mentioned in recent blog posts , AI-powered text analytics dives into unstructured feedback to reveal whats driving customer sentiment. Holistic Analysis Across CX and CS AI breaks down silos between CX and CS, showing how one impacts the other.

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Customer Service Chatbots Journey mapping Feedback 118

ProProfs Blog

OCTOBER 30, 2021

Apart from this, you can conduct regular user experience surveys to take the pulse of your software or website users. UX surveys are only as good as the questions you ask your participants. To help you navigate this, I bring a list of 10 user experience surveys questions you should never forget to ask. How to Conduct UX Surveys.

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Surveys Best practices Construction Analytics 139

Callminer

MAY 29, 2019

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 perform trend analysis, you need to be able to analyse and score 100% of your call recordings.

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Contact Center Coaching Analytics Call Center 223

Taylor Reach Group

AUGUST 26, 2020

Keep in mind that only a small percentage of customers complete surveys (higher percentage if calling). So you need to initiate enough surveys to get a reasonable sample size. Overall FCR figures will tell you how you are doing, but it is the analysis of the contacts that can tell you how you got there and how to improve your FCR.

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Analytics Interactive Voice Response Contact Center CRM 121

Tethr

JUNE 15, 2021

Are your survey response rates way, way down ? Fortunately, the customer feedback survey has seen some significant improvements in recent years, thanks to innovations in Voice of the Customer (VoC) analytics. Here are three reasons to level-up your customer feedback survey with a VoC analytics solution : Improve sample size.

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Surveys Feedback Analytics Customer Experience 110

Lumoa

AUGUST 8, 2023

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. So, if you’re ready to transform your customer feedback into a driving force for positive change, dive into this article and learn how to make the most of your customer surveys!

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Surveys Feedback Banking Best practices 78

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

Calabrio

MARCH 25, 2025

In today’s digital landscape, this involves gathering data from diverse sources like surveys, social media, online reviews and, crucially, contact center interactions. Conversation analytics solutions delve deeper into the content of these interactions, revealing customer sentiment and key topics of discussion.

Journey mapping 52

Journey mapping Analytics Contact Center Surveys 52

Callminer

NOVEMBER 27, 2018

I believe technology, particularly speech analytics technology can help in three ways: Identifying the root causes of complaints so they can be eradicated. Engagement Analytics enables you to analyse automatically every interaction. All you need to do is to create analysis ‘categories’ for complaints.

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Analytics Coaching Technology Surveys 186

PeopleMetrics

MARCH 25, 2025

In my last post ( Lesson #31 revisited ), root cause analysis (RCA) was identified as one of the most powerful ways to scale your VoC program. Yes, AI can help with surfacing root causes faster through text analytics and pattern recognition. It can help automate survey distribution. Spoiler alert: you dont do it alone!

Surveys 62

Surveys Customer centricity Analytics Customer Experience 62

CSM Magazine

DECEMBER 4, 2023

Through advanced econometric analysis, we aim to illuminate the deep connection between ESG initiatives and Corporate Financial Performance (CFP). A recent survey reveals that a significant 75% of investors believe companies should prioritize addressing ESG imperatives, even if it means foregoing short-term profitability.

Government 105

Government Morale Finance industry standards 105

NobelBiz

JULY 25, 2023

Interaction Analytics often termed the keystone of customer engagement strategies, provides businesses with a profound look into customer behaviors, preferences, and patterns when engaging with products or services. What is Interaction Analytics?

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Analytics Call Center Contact center software Scripts 98

Nicereply

OCTOBER 22, 2024

What is a feedback survey? A feedback survey is a great way to get valuable information about your customers’ preferences while keeping them engaged with your brand. If you’re curious about what is feedback example or how to design an effective survey for your business, read on. What Is a Feedback Survey?

Surveys 52

Surveys Feedback Customer retention Construction 52

PeopleMetrics

APRIL 8, 2025

Text Analytics: No Longer a Nice-to-Have When I revisited Lesson 4 , we covered the basics of text analytics. Thats not just analysis. Conversational Surveys: AI as Interviewer Another fast-emerging application of AI in VoC is in the design of dynamic, conversational surveys. Customers over 65 felt less safe." "To

Surveys 62

Surveys Analytics Wait times Feedback 62

CSM Magazine

MARCH 13, 2025

The simplicity of NPS surveys makes them a go-to for businesses looking to consistently track loyalty shifts over time. Businesses can easily implement it via post-interaction surveys. Advanced Techniques for Measuring Customer Satisfaction Measuring customer satisfaction involves more than surface-level surveys.

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Metrics Surveys Feedback Analytics 52

CCNG

SEPTEMBER 11, 2024

Ranging from the intricacies of AI-driven personalization to the influential real-time analytical capabilities shaping proactive decision-making, these trends not only redefine operational structures but also signify a monumental shift in how contact centers engage with customers, aiming to provide unparalleled experiences.

Contact Center 195

Contact Center Technology CCNG First call resolution 195

Noble Systems

JUNE 30, 2020

According to market research firms, the call center analytics field, especially for speech analytics, is one of the fastest-growing segments in the call center management technology market. Let’s look at what Speech Analytics is, and how the business insights it produces impact the contact center and the customer experience.

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Analytics Contact Center Call Center Scripts 98

Blueship Call Center

DECEMBER 30, 2024

Outbound services incorporate telemarketing, surveys, and lead generation; this helps companies increase market reach and build growth. Modern call centers also use AI-driven tools and predictive analytics, along with real-time chatbots, to improve customer satisfaction by responding quickly.

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outsourcing Call Center Technical Support Telemarketing 75

Beyond Philosophy

MAY 12, 2022

The insurance company uses AI to understand the sentiment along with acoustic analysis and then coaches agents on where to take that interaction and help that customer. Sentiment analysis is critical here. For example, Fleischaker says many companies use audio and speech analytics. Try new things with your data.

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Contact Center Analytics First call resolution Consulting 195

Balto

JANUARY 6, 2025

Zoho Desk Zoho Desk is a cloud-based QA platform that enables call centers to manage customer support tickets, customer satisfaction analysis tools, and advanced agent scoring techniques. Qualtrics Qualtrics CustomerXM enables businesses to foster customer-centricity by leveraging customer feedback analytics for actionable insights.

Call Center 52

Call Center Coaching Surveys Contact Center 52

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.

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Analytics Morale Finance Benchmark 98

Global Response

FEBRUARY 17, 2025

Predictive Analytics and Proactive Service: Analyzing VoC data historically allows businesses to forecast demand, predict trends, and ensure agents are prepared to handle customer inquiries during peak seasons, improving overall support efficiency. Look at your data to predict trends. Do certain issues only arise at peak seasons?

Call Center 62

Call Center outsourcing First call resolution Best practices 62

Fonolo

MAY 16, 2023

Correctly interpreting call center analytics and KPIs is key to improving your operations and your customer’s experience. But without proper data analysis and interpretation, contact centers – and the businesses they serve – may not reach their full potential. Analytics are also called key performance indicators or KPIs.

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Call Center Analytics Abandon rate First call resolution 91

Lumoa

NOVEMBER 21, 2023

But it is no longer a challenge, thanks to modern technologies like martech tools and back-office solution software and the use of artificial intelligence (AI) in customer feedback analysis. Let’s talk a bit more about how the use of AI tools transforms customer feedback analysis in the next part of this blog.

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Feedback Chatbots Analytics Metrics 78

Beyond Philosophy

DECEMBER 23, 2015

Many are actively collecting Voice of Customer (VOC) data through surveys, feedback management, analytics and market research relating to customer retention, loyalty, brand equity and satisfaction. As a result, they are able to create enormous streams and bases of data – known, collectively, as “Big Data”.

Chief Customer Officer 250

Chief Customer Officer Enterprise Customer centricity Consulting 250

Calabrio

MARCH 31, 2025

Generative AI, or GenAI for short , represents a significant leap forward in artificial intelligence, moving beyond simple data analysis to an ability to channel analysis into creativity. Deeper Speech Analytics and Sentiment Analysis Go beyond basic sentiment.

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