ShepHyken

OCTOBER 21, 2016

This week on our Friends on Friday guest blog post my colleague, Merrick Rosenberg, explains how important it is for salespeople to incorporate personality style into the selling process. Her matter-of-fact tone and desire to get right into the details reveals that she is a logical and analytical Owl. Shep Hyken.

Sales 312

Sales Personalization Analytics 312

Callminer

DECEMBER 17, 2024

Customer journey analytics provides insight into how customers interact with brands across multiple touchpoints. Read this blog to learn why customer journey mapping and analytics is important.

Analytics 182

Analytics Journey mapping 182

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. The post Guest Blog: 5 Ways To Leverage Technology For A Better Customer Experience appeared first on Shep Hyken.

Technology 265

Technology Customer Experience Complaint resolution Gamification 265

ShepHyken

JULY 12, 2019

Through machine learning and predictive analytics, historical data can be leveraged to create comprehensive maintenance plans. The post Guest Blog: How to Use FM Machine Learning and AI to Improve the Customer Experience appeared first on Shep Hyken.

Customer Experience 281

Customer Experience Technology Enterprise Analytics 281

Callminer

AUGUST 6, 2024

This blog explores how AI analytics has improved call centers beyond its basic functions, empowering them to drill down important metrics, review conversations, and better understand customers.

Call Center 182

Call Center Analytics Metrics 182

Callminer

DECEMBER 22, 2021

This blog explores how sales conversation analytics can help you shorten sales cycles, train top-performing sales reps, and increase win rates.

Analytics 182

Analytics Sales 182

ShepHyken

NOVEMBER 30, 2018

Using the journey map, analytics and voice of the customer data, identify the specific factors that drive satisfaction within each channel. The post Guest Blog: 4 Easy Ways to Achieve Difficult Customer Contact Goals appeared first on Shep Hyken. To achieve that consistency, define “greatness” within each channel. It Had Better Be!

Abandon rate 251

Abandon rate Journey mapping Average Handle Time Customer centricity 251

Callminer

NOVEMBER 20, 2023

Emotion analytics is just one tool that businesses can use to better understand their customers’ needs. Read this blog to learn the business benefits of detecting customer emotions, FAQs, and more.

Analytics 182

Analytics Customer emotions 182

Callminer

NOVEMBER 20, 2022

Text analytics has become an important technology for businesses across a wide variety of sectors and industries. This blog explores how text analytics works and how it’s currently used.

Analytics 182

Analytics Technology 182

Callminer

MARCH 29, 2023

More businesses are deploying call center analytics. Read this blog to learn how your current or future call recorder can prime you for effectively implementing conversation intelligence.

Analytics 182

Analytics Call Center 182

Callminer

MARCH 6, 2024

This blog explores the use of AI in data analytics to process, analyze, and derive insights. ChatGPT and generative AI have captured the attention of individuals and organizations alike.

Analytics 182

Analytics 182

Callminer

NOVEMBER 15, 2023

Read this blog for expert quotes and tips to help you find the best text analytics software and tools, and maximize their value at your organization.

Analytics 182

Analytics 182

Callminer

OCTOBER 17, 2023

Read our blog to learn how VoC analytics drive CX improvements and strategies. Customers are already telling you everything you need to know about their feelings toward your brand, if you listen.

Analytics 182

Analytics 182

Callminer

JANUARY 11, 2023

Understanding omnichannel customer experience analytics is essential to satisfying customers and maintaining a competitive edge. Read this blog to learn how to put analytics to use.

Analytics 182

Analytics Customer Experience 182

Vistio

OCTOBER 15, 2024

As the workplace becomes more data-driven, advanced analytics is emerging as a key tool in understanding and improving agent retention. In this blog post, we’ll explore how companies can leverage analytics to not only reduce agent attrition but also foster a more engaged, successful workforce. This is where data comes in.

Analytics 52

Analytics Coaching Morale Metrics 52

Beyond Philosophy

SEPTEMBER 10, 2015

Foresee , a Customer Experience analytics firm, examined the results of two studies that used their analytics technology last fall. If you enjoyed this post, you might be interested in the following blogs: Virgin Shows Links Between Employee Experience and Customer Experience. Who doesn’t want that?

Employee engagement 419

Employee engagement Consulting Consulting Banking 419

TeleDirect

JANUARY 20, 2025

In this blog, well explore actionable steps to transform even the most challenging calls into moments that strengthen customer relationships and enhance your brands reputation. AI-Driven Analytics: Identify customer sentiment and provide real-time suggestions for agents. Q: How does follow-up contribute to customer loyalty?

Call Center 127

Call Center First call resolution Best practices CRM 127

NobelBiz

OCTOBER 22, 2024

Fortunately, contact centers can make full use of analytics and smart routing capabilities to maximize inbound call capabilities. Leverage Analytics to Track, Adapt, and Succeed The analytics coming from call centers present the necessary data that enables firms to interpret their performance and customer behavior.

Analytics 52

Analytics Interactive Voice Response Contact Center First call resolution 52

TeleDirect

DECEMBER 25, 2024

This blog explores how 24/7 call centers can transform your customer experience, their benefits, and how to implement them effectively. Advanced Analytics Monitor call center performance metrics, such as resolution times and customer satisfaction scores. Use analytics to monitor performance and optimize processes.

Call Center 127

Call Center Customer Experience Technical Support Healthcare 127

Beyond Philosophy

MAY 19, 2015

Predictive analytics. Predictive analytics describes how a company looks at data sets to identify patterns of behavior in Customer groups. Target used predictive analytics to determine the Customer’s behavior when she learns she is pregnant. How did they get so good at this? Click HERE to enroll today.

Employee engagement 370

Employee engagement Analytics Banking Customer Experience 370

Balto

MARCH 25, 2025

When I started writing Balto content around 2017, speech analytics was hot. Every contact center software company had a speech analytics perspective and was competing to rank in the top spot on Google. Speech analytics adorned every eBook title, every conference booth banner, every blog post, and every LinkedIn post.

Analytics 40

Analytics Engineering Automotive Contact Center 40

TeleDirect

JANUARY 7, 2025

In this blog, we will explore the unique features, benefits, and real-world applications of secure 24/7 call center services and explain why they are essential for modern businesses. Why Your Business Needs 24/7/365 Call Center Service The business landscape has changed dramatically over the past decade.

Call Center 125

Call Center Abandon rate Average Handle Time Healthcare 125

TeleDirect

JANUARY 7, 2025

In this blog, well explore the five key signs that indicate your business needs a call center, the benefits of making the switch, and answers to frequently asked questions. Advanced analytics and reporting to monitor performance and identify trends. Seasonal spikes or promotional campaigns are overwhelming your current resources.

Call Center 126

Call Center Wait times Abandon Call Multichannel 126

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

PeopleMetrics

MARCH 24, 2025

Heres where AI helps: Text Analytics : As I have mentioned in this blog series several times, AI-powered text analytics can flag themes in open-ends across hundreds or thousands of recover alerts. So Where Does AI Fit In? Ill be honestthis is another area where AI can support your efforts, but it cant do the job for you.

Analytics 90

Analytics Accountability Management 90

TeleDirect

MARCH 9, 2025

In this blog, we will explore the best practices to improve customer service speed, optimize workflows, and leverage technology-driven solutions to enhance call center operations. Implement AI-driven analytics to predict call trends and adjust resources. Why Reducing Wait Times is Critical for Customer Satisfaction 1.

Wait times 79

Wait times Call Center Abandon rate First call resolution 79

Beyond Philosophy

FEBRUARY 3, 2015

Some actions take place as a result of the conscious, analytical and logical, but much of it comes from a deeper realm. As behavioral scientists report with frequency, workings of the subconscious mind , and understanding it, is the key to identifying the driving force behind actions. It’ll Hurt.

Government 383

Government Marketing Analytics Personalization 383

PeopleMetrics

JANUARY 21, 2025

As discussed in a previous blog post , AI-powered text analytics processes these responses at scale, identifying themes and sentiments that explain promoter or detractor behavior. By combining AIs analytical power with the empathy and creativity of humans, you can unlock the full potential of NPS. Heres how: 1.

Metrics 118

Metrics Benchmark SaaS Analytics 118

CX Accelerator

NOVEMBER 11, 2022

Customer Insights/Measurement/Analytics. CUSTOMER INSIGHTS/MEASUREMENT/ANALYTICS Understanding your customers is at the heart of customer experience. Once customer data has been gathered, an analytics function is required to derive meaningful, actionable insight from it. Back To CX Accelerator Blog Change Management.

Journey mapping 307

Journey mapping Customer centricity Analytics Government 307

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

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.

Surveys 100

Surveys Feedback Chatbots Enterprise 100

TeleDirect

DECEMBER 24, 2024

In this blog, we explore the top three trends shaping customer service in 2025 and how businesses can leverage them to create exceptional customer experiences. AI Advancements: Machine learning and predictive analytics make it easier to understand customer behavior and anticipate needs.

Customer Service 62

Customer Service Analytics Airlines CRM 62

TeleDirect

MARCH 13, 2025

In this blog, we will explore the different types of call center services, their benefits, and how businesses can leverage them for success. Access to Advanced Technology Top call centers utilize AI-driven chatbots, CRM software, and analytics tools to optimize performance and improve service quality.

Call Center 79

Call Center Customer Support outsourcing Technical Support 79

PeopleMetrics

JANUARY 31, 2025

AI-driven text analytics scans millions of customer comments across surveys, social media, and reviews to surface what matters. Where AI Stops and Humans Take Over As I have been saying in each of my recent blog posts , while AI is a game-changer, it doesnt replace human judgment.

B2C 98

B2C B2B Airlines Surveys 98

CX Accelerator

JUNE 8, 2020

The response was so good that it begged to be a blog post. That’s why the ability to transcribe them and search keywords, phrases, and sentiment with ,, speech analytics can be so powerful. Back To CX Accelerator Blog Check out this list of ten ideas, sure to spark some creativity for your voice of customer (VOC) program.

Surveys 345

Surveys Contact Center Consulting Consulting 345

Callminer

DECEMBER 27, 2021

Read this blog to learn what patient satisfaction is, why it matters and how conversation analytics can help transform patient experiences.

Analytics 182

Analytics 182

Cisco - Contact Center

NOVEMBER 8, 2024

You can use public Cisco Talos blogs and third-party threat intelligence data with Cisco Secure Network Analytics to build custom security events.

Analytics 76

Analytics Enterprise 76