Beyond Philosophy

MAY 23, 2024

Another essential metric about an organization’s customer-centricity is how much and what type of training it provides its new call center employees. Do they give weeks of training on the systems call center agents access and need more on managing customer emotions? So, What Does that Mean To You?

Customer centricity 195

Customer centricity Call Center Banking Customer emotions 195

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

Beyond Philosophy

NOVEMBER 8, 2017

Maybe this is because ‘customer satisfaction’ is such a ubiquitous phrase that it’s thought to be a standard for understanding behavior and designing experiences. Maybe it’s just analytical complacency. It would seem that most managers assume satisfaction scores to be positively correlated with customer behavior, i.e. results….In

Consulting 150

Consulting Consulting B2B Metrics 150

Natalie Petouhof

MARCH 3, 2016

The announcement the launch of Total Voice of the Customer (TVOC) is the latest addition to the NICE VOC suite of solutions. TVOC leverages NICE’s Voice of the Customer solution, alongside NICE’s unique Interaction Analytics capabilities and vast experience in recording calls and making sense of that information through analytics.

Analytics 49

Analytics Surveys Enterprise Customer emotions 49

Avaya

JUNE 18, 2018

Workforce optimization solutions play a key role in helping you transform your customer engagement initiatives, improve the productivity of customer support personnel, and comply with ever-increasing regulations. There are two types of Speech Analytics applications.

Quality management 40

Quality management Analytics Coaching Contact Center 40

Playvox

FEBRUARY 1, 2024

To be truly meaningful, the information you gather across channels and customer interactions should consider what is behind the words, to reveal customer sentiment—the human emotion reflected in linguistic nuances and language patterns. What Is Customer Sentiment Analysis?

Contact Center 93

Contact Center Best practices Surveys Feedback 93

Enghouse Interactive

APRIL 30, 2021

EI is not something that you just learn once – it needs to be constantly worked at and has to be supported by the culture of your contact centre if you are to gain consistent benefits, both internally and with customers.

Customer emotions 57

Customer emotions Analytics Employee engagement Chatbots 57