AWS Machine Learning

NOVEMBER 15, 2024

The chatbot improved access to enterprise data and increased productivity across the organization. Amazon Q Business is a generative AI-powered assistant that can answer questions, provide summaries, generate content, and securely complete tasks based on data and information in your enterprise systems.

Chatbots 114

Chatbots Engineering Enterprise Government 114

CX Accelerator

JUNE 8, 2020

Of the opportunity, here’s what ,, Vijaya Vardhan , Enterprise Customer Support and Success Manager at Atlassian had to say: “I always got a bunch of insights listening to recorded calls. That’s why the ability to transcribe them and search keywords, phrases, and sentiment with ,, speech analytics can be so powerful. Make no mistake.

Surveys 345

Surveys Contact Center Consulting Consulting 345

CCNG

APRIL 20, 2022

Numerous disparate systems generate perpetual flows of valuable data — the analytic raw material that can yield truth and intelligence about your people, performance, processes, culture and more. Once in place, establish a data management and analytics assessment program to identify data challenges and coordinate and prioritize projects.

Customer Experience 195

Customer Experience CCNG Gamification Analytics 195

Callminer

AUGUST 1, 2017

Make onboarding & ongoing coaching as stellar as possible. James Pollard is a marketing consultant who works specifically with financial advisors over at The Advisor Coach. If someone is making a mistake for two months waiting for his/her quarterly coaching session, thousands of dollars can be lost. James Pollard.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

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.

Analytics 98

Analytics Contact Center Call Center Scripts 98

Calabrio

APRIL 23, 2025

Support supervisors and managers with actionable data to coach and guide teams. Faster coaching through contextual awareness : Identify the most common and emerging conversation themes using Trending Topicsthen align Auto QM scoring to those trends, enabling managers to take faster, more targeted coaching actions.

Contact Center 52

Contact Center Coaching Engineering Analytics 52

TechSee

JUNE 16, 2022

He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. In addition, Jim has co-authored three books with his lifelong friend, mentor, and coach, Matt Rocco. He regularly advises companies on topics such as contact center sales skills, coaching skills, and handling irate customers.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Tethr

NOVEMBER 15, 2021

Contact center reporting and analytics are essential for customer service and customer experience (CX) leaders to understand contact center performance accurately. Depending on the report, data surfaced can be used to understand agent performance, improve coaching, refine products and services, and so much more.

Contact Center 93

Contact Center Analytics Marketing First call resolution 93

Calabrio

NOVEMBER 1, 2016

Speech analytics is a huge opportunity for brands. If you aren’t at least considering speech analytics for your contact center, you risk missing out on valuable information that can improve the entire customer experience. When implementing speech analytics, the pressure is on to quickly realize return on investment. Have a plan.

Analytics 81

Analytics Contact Center Consulting Consulting 81

Calabrio

MARCH 25, 2025

Types of VoC Tools Voice of the Customer tools can, broadly speaking, be categorized into three main types, each serving a distinct purpose in capturing and analyzing customer feedback: Reporting and analytics tools These tools are designed to extract meaningful insights from customer interactions.

Journey mapping 52

Journey mapping Contact Center Analytics Surveys 52

DMG Consulting

JULY 16, 2019

The Advantages of Analytics-Enabled Quality Management. Analytics-enabled QM (AQM) is the future for QM, and can solve many of these issues. It can identify coaching opportunities at an employee and group level. It can automatically schedule and deliver individualized coaching. How to Get Enterprises to Invest in AQM.

Quality management 69

Quality management Analytics Management Coaching 69

Balto

JANUARY 6, 2025

Insightful Data-Driven Reports: Track long-term quality trends and assess coaching effectiveness through comprehensive reports. Qualtrics Qualtrics CustomerXM enables businesses to foster customer-centricity by leveraging customer feedback analytics for actionable insights. Key Highlights: AI-driven Insights: Convin.ai

Call Center 52

Call Center Coaching Surveys Contact Center 52

CSM Magazine

JANUARY 31, 2025

The reality is that enterprise-scale implementation requires a sophisticated orchestration of multiple elements. Organisations need clear roadmaps for how they’ll leverage their cloud platforms’ full capabilities, from advanced analytics to AI-powered customer engagement tools.

Customer Experience 52

Customer Experience Coaching Analytics Technology 52

Calabrio

FEBRUARY 7, 2025

Beyond the Open Platform, their portfolio also includes solutions for customer analytics, workforce optimization, and compliance. The Verint platform offers a robust set of workforce engagement management features, with noted strengths in quality management and monitoring, analytics, and scheduling. Why Look for Verint Alternatives?

Management 52

Management contact center workforce Contact Center Schedule adherence 52

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. For example, Fleischaker says many companies use audio and speech analytics. She also sees firms using text analytics for digital channel interactions.

Contact Center 195

Contact Center Analytics First call resolution Consulting 195

CSM Magazine

APRIL 24, 2025

Through its platform, Arbox makes business operations simpler for all healthcare providers including gyms clinics, and coaching companies. Through its payment-processing features, Paylidify gives small enterprises the capacity to execute transaction procedures efficiently.

Management 52

Management CRM Healthcare Analytics 52

CX Global Media

JULY 10, 2019

EXPERT SESSION – Critical Questions to Address to Avoid Speech Analytics Failure. All speech analytic platforms are the same – Myth or Reality. There are similarities among speech analytics platforms, but there are distinct differences. EXPERT SESSION – Creating Coachable Moments Through Speech and Text Analytics.

Contact Center 120

Contact Center Morale Coaching Chief Customer Officer 120

CX Global Media

MAY 15, 2017

The report “Cloud-Based Contact Center Market by Solution (Dialers, Reporting, and analytics), Service (Professional and Managed), Application, Deployment Model, Organization size, Industry vertical, and Region by MarketsandMarkets states that This is a Compound Annual Growth Rate (CAGR) of 23.6%. Are you Ready for the Cloud?

Contact center software 120

Contact center software Cloud contact Contact Center Transportation 120

JustCall

JANUARY 5, 2023

Speech analytics software analyses live or recorded calls and interpret emotional indicators. Speech analytics software uses artificial intelligence to analyze spoken language similar to voice recognition software. What is Speech analytics? Significance of Speech Analytics. Some Best Speech Analytics Software.

Analytics 52

Analytics Coaching Call Center APIs 52

Tethr

AUGUST 13, 2020

Through the Tethr platform and its hundreds of out-of-box packaged insight categories, we’ve eliminated much of the work needed to make listening to the voice of the customer across the enterprise successful and deliver meaningful, positive business outcomes in a fraction of the time it takes with other products. The combination of J.D.

Customer Experience 120

Customer Experience Benchmark Best practices Big data 120

ShepHyken

DECEMBER 23, 2022

Organizations will need a communications provider who evolves with them – a trusted partner who leverages their expertise and analytics to guide them toward the right solutions today and in the future. In the contact center, Generative AI can produce content for agent coaching.

Surveys 193

Surveys Education Enterprise Technology 193

JustCall

NOVEMBER 25, 2022

For meeting the goal of quality control, speech analytics software examines live or recorded calls and decodes emotional signs. Similar to voice recognition software, speech analytics software analyzes spoken language through artificial intelligence. Give call center agents instructions using call center voice analytics software.

Analytics 52

Analytics Cloud contact Coaching Telecommunications 52

TechSee

MARCH 7, 2023

She combines expertise in operations management, finance, customer operations, strategy development and execution, complex problem solving, and large organization leadership with complex negotiation, analytical, and interpersonal skills. Kate champions digital innovations that create the best customer experience and solutions.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

Calabrio

FEBRUARY 25, 2025

Powerful automation and analytics: AI and machine learning are embedded throughout the suite, not just powering sophisticated customer interaction analytics tools but also driving more accurate forecasting and easier quality management. Strong learning and coaching support: Talkdesk is known for its strong support team.

Management 52

Management contact center workforce Schedule adherence Contact Center 52

DMG Consulting

JANUARY 2, 2018

Scouting Report: Speech Analytics Enters Its Next Act — Maturity. The speech analytics market continues on its remarkable journey as it matures, enters middle age, and confronts a variety of new challenges. Speech analytics has reached maturity after 14 years in the commercial market. THE NEXT ACT FOR SPEECH ANALYTICS.

Analytics 54

Analytics Enterprise Contact Center Quality management 54

DMG Consulting

AUGUST 26, 2024

GenAI Is Revolutionizing Conversation Analytics View this article on the publisher’s website The conversation analytics IT sector is strong and picking up momentum, due in large part to generative artificial intelligence (genAI)’s contributions.

Analytics 48

Analytics Contact Center Quality management Calibration 48

Calabrio

FEBRUARY 25, 2025

Explore the must-have features of a CX platform, from interaction recording to AI-driven analytics. A customer journey or interaction analytics platform may collect and analyze aspects of customer interactions to offer insights on how to improve key service or sales metrics. The CX platform features you need to elevate experiences.

Customer Experience 52

Customer Experience CRM Contact Center APIs 52

Talkdesk

MAY 11, 2020

How should contact center leaders talk about performance and coach teams? Use data to validate why agents should adopt new behaviors through micro-coaching sessions to improve every customer interaction. That’s why this company uses speech analytics and AI to surface moments of really negative customer sentiment on calls.

Coaching 88

Coaching Contact Center Morale Analytics 88

Balto

NOVEMBER 2, 2023

Modern enterprise contact center solutions utilize Artificial Intelligence (AI) and Machine Learning (ML) to identify customer pain points, the causes of low scores, and why your customers aren’t satisfied with their experience with your company.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

Tethr

AUGUST 18, 2020

Advanced analytics approaches bring accurate and actionable results to businesses hoping to reduce customer effort and enhance customer satisfaction. AI-based speech analytics let businesses mine unstructured text from customer interactions and share that data with employees in near real time.

Customer Experience 105

Customer Experience Customer centricity Customer effort Metrics 105

CSM Magazine

JUNE 24, 2021

In his final blog in the Connected Enterprise series Ross Daniels at Calabrio discusses the role of the contact centre. . In the first two blogs in this series, we set out to define what it really means to be a Connected Enterprise, identifying the top three characteristics that all connected organisations share.

Enterprise 52

Enterprise Multichannel Analytics Quality management 52

CX Accelerator

JUNE 8, 2020

Of the opportunity, here’s what ,, Vijaya Vardhan , Enterprise Customer Support and Success Manager at Atlassian had to say: “I always got a bunch of insights listening to recorded calls. That’s why the ability to transcribe them and search keywords, phrases, and sentiment with ,, speech analytics can be so powerful. Make no mistake.

Surveys 182

Surveys Contact Center Consulting Consulting 182

Noble Systems

FEBRUARY 10, 2021

To meet customer expectations, agents must be able to access all pertinent customer data in one place from a variety of sources – CRM, external databases, speech analytics and other enterprise systems. It enables speech analytics to provide more and more precise insights on customers and processes.

Contact Center 98

Contact Center Gamification Self service Analytics 98

CSM Magazine

JUNE 10, 2021

This starts by hiring people who value the story, while reinforcing it in induction training, coaching sessions and morning team huddles. These ideas will work wonders in raising a contact centre’s profile and sharing customer insights, while the addition of speech analytics can take this strategy even further.

Gamification 105

Gamification Brand ambassadors Analytics Enterprise 105

CX Global Media

JUNE 1, 2017

Shaker’s Virtual Job Tryout® (VJT) technology uses HireScience™, enabling recruiters to combine the best of predictive analytics and human judgment. VJT technology is available in Standard and Enterprise (custom) configurations. About Shaker. It has been deployed in most industries for entry-level to mid-management positions.

Contact Center 136

Contact Center Call Center Coaching Education 136

8x8

FEBRUARY 6, 2019

We have exciting new launches today including 8x8 Speech Analytics – automatically providing sentiment analysis on 100% of your customer calls; enhanced Integration framework – making it easy to embed communications into your business processes. Speech Analytics for Contact Centers. Analytics Features. Description.

Analytics 48

Analytics CRM APIs Contact Center 48

Totango

NOVEMBER 27, 2023

This shift presents a compelling opportunity for B2B enterprises to invest in tailor-made tools for their post-sales organizations and customer success (CS) teams. CSMs can then embrace their strategic role as a consultant, devoting more time to coaching customers on how to achieve their business outcomes by maximizing product value.

B2B 98

B2B CRM Enterprise Upselling 98