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. Solicit feedback to identify improvement areas. AI-Driven Analytics: Identify customer sentiment and provide real-time suggestions for agents.

Call Center 127

Call Center First call resolution Best practices CRM 127

CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. VOC analytics complement the call center’s internal KPIs and can provide a better view of a company’s overall performance. Back To CX Accelerator Blog. Although these metrics are valuable, they are internal to the organization, and they may or may not affect satisfaction.

Contact Center 182

Contact Center Analytics Interactive Voice Response First call resolution 182

CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. Fortunately, tools do exist that collect direct customer feedback, or Voice of Customer (VoC), which can give insight as to the level of service they received so operations can be enhanced. Back To CX Accelerator Blog This way, efforts can be concentrated on those specific metrics.

Contact Center 174

Contact Center Analytics Interactive Voice Response First call resolution 174

PeopleMetrics

MARCH 11, 2025

If it lacks branding, feels impersonal, or looks like it was designed in seconds, it signals that you dont care that much about their feedback. Customers expect a seamless, branded, high-quality experienceeven when providing feedback. Customers notice when a survey is slapped together with a generic, low-budget tool. The result?

Surveys 100

Surveys Feedback Chatbots Enterprise 100

PeopleMetrics

JANUARY 31, 2025

Who you servebusinesses or consumersshapes everything about how you collect, analyze, and act on customer feedback. But what has changed is how AI is transforming both B2B and B2C VoC, helping companies capture insights more efficiently, analyze feedback at scale, and prioritize the right actions faster than ever before.

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B2C B2B Airlines Surveys 98

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 First call resolution 127

ShepHyken

DECEMBER 20, 2019

The long-form piece delves into collecting and measuring customer feedback, building customer roadmaps, monitoring your touchpoints and applying solutions with proven success rates. With our analytics and insight, we’ll help you improve visibility, responsiveness and control across all your customer-interaction channels.

Customer Experience 159

Customer Experience Customer retention Contact Center Customer effort 159

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. As he points out, “The customer isn’t actually using their voice to provide feedback.” Back To CX Accelerator Blog Make no mistake.

Surveys 345

Surveys Contact Center Consulting Consulting 345

ProProfs Blog

SEPTEMBER 24, 2020

That’s why every brand needs to understand the importance of customer experience and how to leverage the collected customer feedback to continually improve it. . As a brand, you need to make sure that they are treated well and get what they want to get exceptional customer feedback in return. . Offer product tours.

Feedback 141

Feedback Surveys Analytics Customer Support 141

Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! CX professionals know they can share it as constructive feedback (if you’re lucky) or harsh criticism (if you aren’t).

Analytics 78

Analytics Feedback Metrics Surveys 78

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. By analyzing feedback and behavior across touchpoints, AI uncovers relationships between service interactions and broader customer sentiment.

Customer Service 118

Customer Service Chatbots Journey mapping Feedback 118

PeopleMetrics

JANUARY 21, 2025

Fast forward to 2025, and while AI has revolutionized how we collect and analyze customer feedback, one truth remains: NPS isnt going anywhere. 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.

Metrics 118

Metrics Benchmark SaaS Analytics 118

ProProfs Blog

OCTOBER 30, 2021

This is where the importance of customer feedback plays its part. Collecting customer feedback guarantees you never stray too far from the customer’s needs. Even though it has both negative and positive sides, you’ll need both for consumer feedback to work for you. What is Customer Feedback? Source: Broadly.

Feedback 143

Feedback Surveys Customer centricity Metrics 143

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

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. Act on feedback to improve overall service delivery.

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Wait times Call Center Abandon rate First call resolution 79

Totango

OCTOBER 7, 2021

Knowing how to get customer feedback can be tricky. First, there is the challenge of getting customers to share feedback. Even when you collect customer feedback, it may be gathered through different channels, stored in different data silos, and never coordinated and analyzed in an organized and actionable way.

Feedback 108

Feedback Benchmark Surveys Analytics 108

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

AWS Machine Learning

MARCH 18, 2025

Personalized care plans By using the LLMs knowledge base and analytical capabilities, healthcare professionals can develop tailored care plans aligned with the patients specific needs and medical history. They provide feedback, make necessary modifications, and enforce compliance with relevant guidelines and best practices.

Healthcare 104

Healthcare Analytics Consulting Consulting 104

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

TeleDirect

FEBRUARY 3, 2025

In this blog, well explore actionable ways agents can elevate their performance and ensure customers receive the best possible experience. Utilize Call Center Technology & AI for Efficiency Modern American call centers use AI-driven analytics and CRM software to improve customer interactions.

Call Center 62

Call Center Customer Service First call resolution outsourcing 62

Spearline

FEBRUARY 8, 2022

Voice analytics promises to measure customer emotion in each call. It differentiates between happy, frustrated, and other customer moods. “Call analytics” looks at the data collected. “Speech analytics” considers the spoken content and context of the agent/customer conversation. Please get in touch with us. .

Analytics 98

Analytics Telecommunications Big data Customer emotions 98

Lumoa

DECEMBER 15, 2022

Companies are finding that innovative technologies can make collecting voice of customer analytics more effortless than ever—and these technologies have opened up exciting new possibilities for improving customer experiences. In this article, we’ll go over what Voice of Customer data analytics is and the different types.

Analytics 88

Analytics Banking Feedback Surveys 88

TeleDirect

MARCH 20, 2025

In this blog, we will explore the best practices for auditing calls, the importance of quality assurance (QA), and how to maintain high standards through continuous improvement. Performance Feedback and Coaching Once audits are completed, share results with agents to provide constructive feedback.

Best practices 62

Best practices Calibration Average Handle Time First call resolution 62

PeopleMetrics

APRIL 8, 2025

AI is already transforming how organizations collect, analyze, and act on customer feedback. Text Analytics: No Longer a Nice-to-Have When I revisited Lesson 4 , we covered the basics of text analytics. If youre collecting feedback but not analyzing it with AI, youre missing the most powerful voice your customers have.

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CSM Magazine

JANUARY 20, 2025

To boost satisfaction, work on: Matching content to query types (eg, blog posts for informational intent, product pages for transactional intent). Here are some top picks and their standout features for monitoring metrics that reflect customer experience: Google Analytics : A cornerstone for understanding user behavior.

Metrics 64

Metrics Feedback Analytics Scripts 64

Nicereply

SEPTEMBER 6, 2022

Achieving stellar customer support is a moving target, involving a mix of strategy, processes, policies, analytics, and even a little art. That’s why we’ve rounded up this handy list, so you have all top customer support blogs published (so far) in 2022 in one accessible place. 2022’s top customer service blogs.

Customer Service 97

Customer Service Complaint resolution Agent burnout Customer Support 97

TeleDirect

MARCH 14, 2025

In this blog, we will discuss the most effective call center strategies for providing a superior customer experience , along with an FAQ section to address common concerns about call center operations. Implement a Customer Feedback Loop Customer feedback provides valuable insights into service quality and areas for enhancement.

Best practices 62

Best practices Call Center Multi-channel support First call resolution 62

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

Comm100

JUNE 15, 2022

This can cover the initial points of contact, interactions, support, and feedback, as well as developing your brand to improve the overall perception of your business. Maximizing the amount of feedback you receive is one of the best ways to identify what improvements need to be made, driving your overall customer experience program.

Customer Experience 98

Customer Experience Journey mapping Surveys Feedback 98

Aspect

JULY 2, 2020

Feedback Tools . Customer feedback is more valuable than ever because there more channels and tools available for customers to respond, rate and recommend their experiences. But there are multiple opportunities for you to build a user interface that encourages your customers to leave feedback or contact forms on websites.

Customer Experience 157

Customer Experience Management CRM Analytics 157

Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. NLP has made feedback analytics way more accessible. Let’s explore how you can use analytics to revolutionize your customer experience.

Analytics 78

Analytics Customer Experience Management Surveys 78

CSM Magazine

DECEMBER 3, 2024

From email to blog posts, AI can help you create appealing content that engages and converts. If you’re not happy with the tone of an article or blog post, you can use online tools such as Undetectable’s humanizer tool to improve the overall readability before you review the finished product. #3

Marketing 52

Marketing Chatbots Analytics Advertising 52

Win the Customer

DECEMBER 23, 2024

This blog post will explore key AI trends shaping the future of customer service and discuss their implications for product development. AI-Powered Customer Analytics: Trend: AI is transforming customer data analysis by providing deeper insights into customer behavior, sentiment, and preferences. GDPR, CCPA).

Personalization 59

Personalization Customer Service Telecommunications Chatbots 59

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. But it is one thing to claim that a business values customer feedback and another to sift out the actionable data.

Feedback 78

Feedback Chatbots Analytics Metrics 78

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Acting on customer feedback doesn’t mean doing one thing. Both groups of technologies can be utilized to make analytics more actionable.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Lumoa

OCTOBER 15, 2023

How often should you collect customer feedback? There is more and more discussion about this question, especially now living in an era where customer feedback is louder than ever. A common trend emerges wherein, once the results are collected, they often recede into the background until the next feedback cycle rolls around.

Feedback 78

Feedback Surveys Analytics Benchmark 78

Calabrio

MARCH 11, 2025

Whatever aspect of QA your contact center is struggling with, this blog is for you. Automate performance evaluation: AI-driven QA scorecards and analytics streamline the evaluation process, freeing up managers to focus on coaching and development. However, feedback shouldnt be a one-way street.

Best practices 52

Best practices Contact Center Chatbots Call Center 52