Global Response

MARCH 12, 2025

Read Time: 12 minutes Table of Contents Introduction Looking to understand and use contact center analytics to boost efficiency and build customer loyalty? Key takeaways Understanding contact center analytics : Contact center analytics collect consumer data to help you review customer interactions and make informed business decisions.

Contact Center 62

Contact Center Analytics First call resolution Abandon rate 62

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

ShepHyken

FEBRUARY 9, 2025

5 Touchdowns: How the NFL Is Winning over Fans by Francesca Di Meglio (CX Network) By leveraging data analytics and offering personalized experiences, football is growing exponentially. He surveyed 208 leaders in the service and CX space, asking them to share their predictions. He received 396!

Customer Service 190

Customer Service Best practices Customer Experience Analytics 190

ShepHyken

NOVEMBER 26, 2019

Natural language processing is an analytic tool that helps programs and AI ( a rtificial i ntelligence) analyze and understand “everyday” language. . Surveys, in general, should be kept on the short side. How can analytics and data tools improve my customer service? . Sound a little technical? Top Takeaways: .

Feedback 72

Feedback Analytics Surveys Customer Service 72

Lumoa

JANUARY 3, 2023

Surveys are one of the most useful tools out there for gathering quick feedback from customers, and understanding what motivates them. But with great power comes great responsibility – if you’re going to get the results you need to make critical business decisions, it’s important that your survey design is done well!

Best practices 147

Best practices Surveys Metrics Construction 147

Global Response

FEBRUARY 17, 2025

Key takeaways VoC Data Utilization: Voice of the Customer (VoC) data captures valuable customer feedback across various channels, offering deeper insights into pain points and service gaps to enhance customer support strategies. What is Voice of the Customer (VoC) data?

Call Center 62

Call Center outsourcing First call resolution Best practices 62

PeopleMetrics

MARCH 18, 2025

In fact, they might be even more crucial today because they're public surveys available to everyone online. Additionally, proactively using VoC surveys to prevent negative social reviews before they happen is still best practice. Social reviews have always been important, and that hasn't changed.

Surveys 62

Surveys B2C Best practices Feedback 62

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 First call resolution 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

Calabrio

MARCH 5, 2025

Analytics Customer Experience (CX) Analytics: A Complete Guide for 2025 Share Today, the experiences businesses offer their customers before, during, and after purchase are every bit as important as the products and services they sell. Dig into this guide on CX analytics and learn how you too can unearth game-changing CX insights.

Analytics 52

Analytics Customer Experience Agent Empowerment Contact Center 52

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

PeopleMetrics

FEBRUARY 14, 2025

When I originally wrote about the need for external VoC partners , the main debate was whether companies should invest in a full-service VoC solution or manage the process themselves with a basic survey tool. AI-powered VoC platforms are emerging, promising to automate everything from data collection to predictive analytics.

Surveys 62

Surveys Customer centricity Wait times CRM 62

Interaction Metrics

DECEMBER 10, 2024

Analyzing open ended survey questions is the single most fruitful method for getting meaningful, honest feedback. This in turn, allows you to uncover answers to questions you might not have even thought to ask about in the ‘main’ parts of your surveys. What was the best part of your experience with <CompanyABC>?

Surveys 62

Surveys Metrics Customer effort Analytics 62

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

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

Calabrio

MARCH 26, 2025

Paychex: AI Insights for Optimized Performance Paychex leveraged Calabrios AI-driven analytics to gain deeper visibility into agent performance and customer interactions. This results in low morale, reduced productivity, and high turnover. This led to greater agent engagement, flexibility, and job satisfaction.

Coaching 85

Coaching Call Center Morale Analytics 85

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

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

Calabrio

APRIL 15, 2025

Limited Insight into Patient Needs Too often, patient interaction data sits in silos. Without a unified view of their data, healthcare organizations cant see the full picture of patient behavior, intent, and the friction points that drive up costs and dissatisfaction. Heres how we help: 1.

Self service 94

Self service Healthcare Chatbots Contact Center 94

TeleDirect

MARCH 13, 2025

Outbound Call Center Services Outbound call centers focus on proactive customer engagement, including sales, surveys, and follow-ups. Market Research and Surveys : Conducting customer satisfaction surveys and gathering market insights. Q6: Are outsourced call centers secure for handling customer data?

Call Center 79

Call Center Customer Support outsourcing Technical Support 79

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

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

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

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 118

Analytics Interactive Voice Response Average Handle Time Contact Center 118

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

AWS Machine Learning

JANUARY 13, 2023

Analyzing real-world healthcare and life sciences (HCLS) data poses several practical challenges, such as distributed data silos, lack of sufficient data at a single site for rare events, regulatory guidelines that prohibit data sharing, infrastructure requirement, and cost incurred in creating a centralized data repository.

Analytics 101

Analytics Healthcare Scripts Accountability 101

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

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 117

Surveys Personalization Technology Analytics 117

AWS Machine Learning

NOVEMBER 27, 2023

However, these models require massive amounts of clean, structured training data to reach their full potential. Most real-world data exists in unstructured formats like PDFs, which requires preprocessing before it can be used effectively. According to IDC , unstructured data accounts for over 80% of all business data today.

Engineering 112

Engineering APIs Big data Accountability 112

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

TeleDirect

APRIL 23, 2025

Secure Handling of Sensitive Information Insurance providers manage vast amounts of confidential data. Scalable workforce for peak seasons Custom reporting and analytics TeleDirect offers all of the above with a proven track record in supporting insurance clients across the U.S. Q4: Can call centers manage outbound renewal campaigns?

Call Center 62

Call Center Interactive Voice Response Scripts First call resolution 62