ShepHyken

SEPTEMBER 7, 2023

Customer health monitoring Train your team on the tools and analytics platforms you use to monitor customer health. Provide guidelines on interpreting data and taking proactive measures before minor issues become churn risks. Feedback collection and analysis Teach your team how to conduct surveys and interviews with customers.

B2C 356

B2C Customer centricity Feedback Upselling 356

Callminer

FEBRUARY 5, 2020

However, there is quite a bit more to making effective use of call center metrics than merely amassing data and generating reports. The metrics yielded by such analytics provide invaluable insight into your call center’s inner workings. Data-Driven Optimization. Capturing Data to Generate Metrics. Automation.

Best practices 251

Best practices Call Center Metrics Surveys 251

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.

Surveys 139

Surveys Best practices Construction Analytics 139

Callminer

NOVEMBER 9, 2020

Scammers are armed with advanced technology and access to private user data obtained through illicit channels. For more information on fraud prevention through the use of speech analytics and AI, download our white paper, Sitel + CallMiner Survey: Preventing Fraud and Preserving CX with AI.

Call Center 345

Call Center Banking Contact Center Accountability 345

Lumoa

FEBRUARY 7, 2023

How do you collect VoC data? Rather than simply addressing the most pressing issues or complaints, VoC enables businesses to make data-driven, customer-centric decisions that result in meaningful and sustainable improvements in the customer experience. Here are just a few examples of data that could be included in VoC.

Customer centricity 158

Customer centricity Feedback Surveys Metrics 158

GetFeedback

JANUARY 19, 2020

In any case, I clicked on the icon to begin a survey process online, where I saw this: The “overall rating” question gives me more options than the email would have suggested. To complete the survey, I was then asked to: Comment on things I liked or didn’t like. This was optional but might discourage some from completing the survey. .

Surveys 146

Surveys Journey mapping Feedback B2B 146

ShepHyken

JANUARY 15, 2021

Send out surveys for customers to fill in and offer plenty of opportunities for them to provide feedback – both good and bad. Customer retention can give a very clear indication of satisfaction, and this one is relatively simple to keep track of using the most commonly used analytics tools.

Customer Experience 360

Customer Experience Metrics Customer retention Analytics 360

TechSee

JUNE 10, 2021

Deal with Data Analytics. That’s a lot of data and information being shared. How much data? of data by 2025. . For example, a smart TV can transmit data about a technical problem, enabling a remote expert to fix the problem without necessitating a truck roll. . billion devices. zettabytes (21 zeros!)

Self service 207

Self service Analytics Transportation Healthcare 207

Solvvy

JULY 13, 2022

Enter Solvvy Surveys. . Close the Loop on Customer Feedback with Solvvy Surveys. Build Engaging and Personalized Surveys with Ease. Proven CSAT survey methodologies – Choose between a binary (Easy/Hard) or star (5 star) survey to fit your needs. Best In-Class Analytics to Make it Easy to See Your Results .

Surveys 109

Surveys Feedback Analytics Engineering 109

ShepHyken

SEPTEMBER 28, 2018

Feedback and Analytics. Finally, HR technology has a significant potential to boost employee engagement through easy-to-use feedback and data analytics platforms. HR departments can then integrate this data into an analytics software that provides valuable insight into the experiences employees are having on the job.

Employee engagement 275

Employee engagement Education Analytics Technology 275

ShepHyken

APRIL 13, 2018

And finally, once the data is gathered, who’s going to have access to it, and what will they be encouraged to do with it? CCW’s report confirms that the customer feedback survey remains a centerpiece of the “voice of the customer” strategy: 63 percent of respondents call it a priority.

Feedback 206

Feedback Contact Center Journey mapping Surveys 206

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

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. As a result, it is often not possible to arrive at a fair assessment of an agent’s coaching and training needs.

Contact Center 223

Contact Center Coaching Analytics Call Center 223

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. Understand Your Facilities Through Data Collection. Facility data is complex – it spans every location, asset, work order, invoice and contractor you’ve ever worked with.

Customer Experience 289

Customer Experience Technology Enterprise Analytics 289

AWS Machine Learning

NOVEMBER 15, 2023

Principal is conducting enterprise-scale near-real-time analytics to deliver a seamless and hyper-personalized omnichannel customer experience on their mission to make financial security accessible for all. They are processing data across channels, including recorded contact center interactions, emails, chat and other digital channels.

Analytics 119

Analytics Interactive Voice Response Average Handle Time Contact Center 119

ShepHyken

MAY 5, 2017

In case you think the horror is confined to voice interactions, don’t forget the sense of dread you feel when clicking through 13 webpages on your smartphone while your data charges rack up just to reach the appropriate contact button. adults surveyed expect to get an answer via self-service. Three-quarters of U.S.

Self service 205

Self service APIs Surveys Analytics 205

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? The speed of response, frequency of queries, and keywords used can provide crucial data.

Analytics 98

Analytics Call Center Contact center software Scripts 98

CX Accelerator

JANUARY 7, 2019

This is exciting because we communicate with our customers via text whether it’s through inbound support messages, transcribed phone calls, or voice of customer survey responses. The big challenge is parsing through the data to get actionable insight and NLP is foundational to this work. Here’s an example from the text analytics world.

Chatbots 275

Chatbots Contact Center Technology Analytics 275

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. Canvas the organization for siloed initiatives to mitigate data and data management duplicity and reduce cost and resource overhead.

Customer Experience 195

Customer Experience CCNG Gamification Analytics 195

Beyond Philosophy

MAY 12, 2021

Verint wanted more than anecdotal stories about the challenges, so they surveyed organizations from 12 different countries and ten different industries to assess what was going on out there. By planning how to use the technology available and an empowered workforce and including analytics, leaders can address these concerns.

Chief Customer Officer 221

Chief Customer Officer Analytics Technology Surveys 221

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. Every time a customer complains they provide enough data to help identify the root cause of the problem. Engagement Analytics enables you to analyse automatically every interaction.

Analytics 186

Analytics Coaching Technology Surveys 186

Lumoa

JANUARY 24, 2024

That’s where text analytics in customer feedback proves to be one of the most valuable tools for any business. When to use text analytics This situation is where automated text analytics in customer feedback is brought in: it can help in sorting out the key topics talked about and reveal the general sentiment per topic.

Analytics 78

Analytics Feedback Metrics Surveys 78

Balto

JANUARY 14, 2025

In todays customer-first world, monitoring and improving call center performance through analytics is no longer a luxuryits a necessity. Utilizing call center analytics software is crucial for improving operational efficiency and enhancing customer experience. What Are Call Center Analytics?

Call Center 52

Call Center Analytics Average Handle Time Big data 52

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.

Call Center 91

Call Center Analytics Abandon rate First call resolution 91

Lumoa

DECEMBER 15, 2022

However, how VoC data is collected, analyzed, and acted upon has changed. 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. What is Voice of Customer Analytics?

Analytics 88

Analytics Feedback Banking Surveys 88

Beyond Philosophy

MAY 12, 2022

One of the crucial ways that the science is more powerful is the quality of the customer data you feed into the process. So, the question becomes, how complete is the data you would feed into the scientific process? It’s the convergence between behavioral science, AI, and data. It Starts with Customer Science.

Contact Center 195

Contact Center Analytics First call resolution Consulting 195

Beyond Philosophy

MAY 21, 2022

Fleischaker emphasizes the critical nature of ensuring that you don’t overlook Voice of Customer data, which is crucial part, so you can optimize the relevance of the insights you get from it. Complete this short survey. Their Verint on the Engagement Capacity Gap report is essential reading for experience professionals today.

Consulting 39

Consulting Consulting Enterprise Analytics 39

Beyond Philosophy

DECEMBER 23, 2015

Reflective of the escalating focus on customer data, experiences, and relationships across all methods of communication and access, the role is rapidly evolving and morphing; however, there is general agreement regarding its significance in building and sustaining true value, planning capability, and enterprise customer-centricity.

Chief Customer Officer 250

Chief Customer Officer Enterprise Customer centricity Consulting 250

ProProfs Blog

NOVEMBER 15, 2021

While searching for the best survey tools, you might have bumped into Typeform. It is one of the leading survey software used across marketing, HR, customer success, education, and various other industries. . Typeform offers 7+ question types that you can use to create the targeted surveys to capture as many responses as possible.

Surveys 148

Surveys Analytics Enterprise Feedback 148

Beyond Philosophy

MAY 8, 2021

Verint helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise. Complete this short survey. Colin explains that most people lie in Customer Experiences to get the sale or to avoid upsetting the customer. Please tell us how we are doing!

Customer Experience 259

Customer Experience Consulting Consulting Enterprise 259

Callminer

MARCH 12, 2020

Such organizations regularly intercept and process important, sensitive data pertaining to customers and clients across a large variety of industries. Of particular importance to call center companies are regulations involving data privacy and protection. Protect Cardholder Data. Regulations That Impact Call Centers.

Call Center 182

Call Center Analytics Best practices Government 182

C3Centricity

JUNE 24, 2024

Insight development is based on gathering information, then data integration and analysis. Many companies struggle to benefit from all their data and information because they don’t know how to turn it into insight, or their insights remain interesting but not actionable. There are many reasons for this. None of these are!

Surveys 101

Surveys Personalization Technology Analytics 101

The Northridge Group

MARCH 14, 2023

Obtaining Real-World Insights with Data Analytics Tools Healthcare organizations are awash with an abundance of clinical and business performance data, more so than companies in just about any other sector. According to 2021 data, 59%-70% of patients would rather self-schedule appointments. To learn more, contact us.

Healthcare 145

Healthcare Technology Self service Analytics 145

PeopleMetrics

JANUARY 20, 2025

When I wrote Listen or Die , text analytics was already emerging as the backbone of Voice of the Customer (VoC) programs. Fast forward to 2025, and weve entered a new era of text analytics. Summarization at Scale In 2017, text analytics tools often produced raw data like word clouds, sentiment scores, and theme counts.

Analytics 62

Analytics Airlines Feedback Surveys 62