Joe Rawlinson

JANUARY 24, 2025

Without a clear understanding of business analytics, entrepreneurs risk making decisions that may harm growth and profitability. Business analytics isnt just for large corporations. This article dives into the essential role of business analytics and how entrepreneurs can use it to achieve long-term success.

Analytics 78

Analytics Marketing Education Sales 78

ROI CX Solutions

JANUARY 9, 2025

These proven automated customer service examples will help you boost efficiency while keeping your customers happy. Examples of customer service automation Let’s dive into some practical ways to automate your customer service operations. AI chatbot AI chatbots are one of the best customer service automation examples.

Customer Service 52

Customer Service Interactive Voice Response Chatbots Analytics 52

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

NobelBiz

OCTOBER 22, 2024

Fortunately, contact centers can make full use of analytics and smart routing capabilities to maximize inbound call capabilities. Leverage Analytics to Track, Adapt, and Succeed The analytics coming from call centers present the necessary data that enables firms to interpret their performance and customer behavior.

Analytics 52

Analytics Interactive Voice Response Contact Center First call resolution 52

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

Calabrio

FEBRUARY 28, 2025

Analytics Voice Analytics: Unlock Insights in Your Contact Center Conversations Share In the data-driven contact center of today, understanding the nuances of customer conversations is paramount. What is voice analytics? What is voice analytics? It delves deeper into the emotional and contextual layers of speech.

Analytics 52

Analytics Contact Center contact center workforce Average Handle Time 52

ShepHyken

JANUARY 12, 2025

With predictive analytics, you dont react to the customers past behavior. Hubermans example is perfect: Its the difference between offering an umbrella in the middle of a storm versus predicting the rain and suggesting it before the clouds gather. You anticipate what customers want and need.

Customer Service 183

Customer Service Customer retention Personalization Sales 183

ShepHyken

APRIL 30, 2021

One such example is Dr. A.I.?, Another interesting example is the live chat format used by Lightroom – an Adobe product used for managing photographs. In 2021, you can gain an edge over the competition by introducing predictive analytics to analyze the user experience and close the customer feedback loop. .

Customer Service 371

Customer Service Chatbots Analytics Upselling 371

Callminer

NOVEMBER 9, 2020

Speech analytics software , for example, enables call centers to review past fraudulent calls, customize a fraudulent scorecard, and leverage real-time analytics to provide guidance to agents while on the call if a call is flagged as potential fraud. Caller has difficulty answering KBA questions. phone numbers.

Call Center 345

Call Center Banking Contact Center Accountability 345

Beyond Philosophy

SEPTEMBER 1, 2022

Psychology Today describes it as “ a process that gives us the ability to know something directly without analytic reasoning, bridging the gap between the conscious and nonconscious parts of our mind, and also between instinct and reason. ”. This video does an even better example of explaining the difference between the two.

Analytics 370

Analytics Consulting Consulting Personalization 370

TeleDirect

JANUARY 20, 2025

AI-Driven Analytics: Identify customer sentiment and provide real-time suggestions for agents. Real-World Examples 1. A: Tools like CRM systems and AI analytics streamline processes and provide agents with the resources to offer exceptional service. Omnichannel Platforms: Ensure consistent communication across all channels.

Call Center 127

Call Center First call resolution CRM Best practices 127

PeopleMetrics

JANUARY 29, 2025

Example: An e-commerce company embeds a question about product design preferences into its post-purchase VoC survey. Unified Unstructured Feedback Analysis AI-powered text analytics processes unstructured data from both VoC and market research, identifying themes and patterns that inform both short-term fixes and long-term strategies.

Marketing 116

Marketing Airlines Surveys Feedback 116

Myra Golden Media

DECEMBER 17, 2020

You’ll need to ask questions that require your customer to use analytical thinking, recall, or look up something. Here’s an example. Still, to maintain that control, you’ll have to ask closed-ended questions that require the customer to go to the left-brain// to “retrieve” the answer.

Analytics 348

Analytics Call Center Management Customer Experience 348

PeopleMetrics

JANUARY 23, 2025

AI-powered text analytics processes open-ended survey responses, social media comments, and support tickets to identify recurring themes and sentiments. Example: A retail chain sees declining CSAT scores for its online checkout process. Example: A telecom provider notices low CES scores in its contact center.

Metrics 118

Metrics Surveys SaaS Wait times 118

ShepHyken

JULY 11, 2022

Journey measurement, for example, can provide insights that allow companies to optimise the customer journey in real time. Implement These 5 Customer Experience Analytics to Upgrade Your Call Center by Emily Gregor. Time to Emphasise Real-Time CX Metrics by Ginger Conlon.

Customer Service 62

Customer Service Average Handle Time Metrics Analytics 62

PeopleMetrics

JANUARY 21, 2025

The formula for NPS is simple: NPS = (% of Promoters) - (% of Detractors) For example, if 60% of your customers are promoters and 20% are detractors, your NPS is 40. Example: A SaaS company notices its NPS drop. Example: An e-commerce platform uses AI to analyze promoter behavior.

Metrics 118

Metrics Benchmark SaaS Analytics 118

Calabrio

MARCH 5, 2025

Analytics What is First Call Resolution? How to Improve (+Examples) Share What is first call resolution? Here’s the formula: Total Resolved Cases / Total Number of Cases x 100 For example, if 40 out of 120 interactions in a month are resolved on first contact, FCR rate will be 33%.

First call resolution 40

First call resolution Contact Center Analytics Morale 40

Nicereply

OCTOBER 22, 2024

If you’re curious about what is feedback example or how to design an effective survey for your business, read on. In this article, we’ll discuss the definition of a feedback survey in detail, showing the different types of questions you can ask in a feedback survey, with great examples to inspire you. Here’s an example.

Surveys 52

Surveys Feedback Customer retention Construction 52

TeleDirect

DECEMBER 25, 2024

Example: Imagine a customer facing a technical issue with your product late at night. Advanced Analytics Monitor call center performance metrics, such as resolution times and customer satisfaction scores. Use analytics to monitor performance and optimize processes. Track and analyze customer trends to improve service.

Call Center 127

Call Center Customer Experience Technical Support Healthcare 127

PeopleMetrics

MARCH 11, 2025

Example: You enter your brand guidelines, and AI produces a survey that seamlessly integrates logos, fonts, color schemes, and brand voiceeliminating the need for designers. Example: A hotel guest who stayed in a premium suite receives a survey emphasizing luxury, while a budget traveler gets a different, relevant survey tone.

Surveys 100

Surveys Feedback Chatbots Enterprise 100

C3Centricity

NOVEMBER 26, 2024

A recent study by McKinsey found that 87% of companies leveraging advanced customer analytics outperform their competitors in customer retention and engagement ( McKinsey ). A leading example of this approach is Monzo , a digital-first bank based in the UK.

Banking 116

Banking Feedback Customer retention Marketing 116

AWS Machine Learning

FEBRUARY 21, 2025

Whether youre new to AI development or an experienced practitioner, this post provides step-by-step guidance and code examples to help you build more reliable AI applications. Lets walkthrough an example of how this solution would handle a users question. For example, if the question was What hotels are near re:Invent?

Engineering 111

Engineering APIs Analytics Enterprise 111

ShepHyken

NOVEMBER 22, 2019

Online retailer Zappos is a great example. For example, when a customer is making an inquiry about a specific product that is unavailable, an expert customer support representative will do more than just tell the customer it’s unavailable. They also look into tools that can help gather useful analytics and track metrics.

Customer Support 367

Customer Support Multi-channel support voip Benchmark 367

3CLogic

DECEMBER 17, 2024

4 For example, GenAI call summarization can save agents an average of 6 minutes per call by automating the process of cleaning up notes and summarizing conversations. Some examples include: Real-time call transcriptions and pre-populated performance forms save supervisors time by eliminating manual auditing and note-taking.

Contact Center 98

Contact Center Self service Coaching Benchmark 98

PeopleMetrics

JANUARY 31, 2025

Example: A SaaS company uses AI to track sentiment across executive check-ins, support interactions, and periodic VoC surveys. AI-driven text analytics scans millions of customer comments across surveys, social media, and reviews to surface what matters. Example: An airline receives thousands of customer complaints every day.

B2C 98

B2C B2B Airlines Surveys 98

PeopleMetrics

JANUARY 24, 2025

Example: A retail chain uses AI to analyze millions of interactions across its website, stores, and call center. 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. Heres how a few ideas how: 1.

Customer Service 118

Customer Service Chatbots Journey mapping Feedback 118

Callminer

MARCH 2, 2020

To learn about how speech analytics can help boost customer satisfaction, download our white paper, Reduce Churn and Increase Customer Satisfaction with Speech Analytics. For example, customers with billing concerns should never be routed to user experience experts instead of agents experienced in handling billing requests.

First call resolution 291

First call resolution Metrics Analytics Call Center 291

AWS Machine Learning

OCTOBER 29, 2024

These insights are stored in a central repository, unlocking the ability for analytics teams to have a single view of interactions and use the data to formulate better sales and support strategies. One example of how this solution could be taken further is to expand the scope to help tackle some of the logged actions from calls.

Engineering 105

Engineering APIs Sales Enterprise 105

ShepHyken

JULY 29, 2019

This article has some examples of good and bad vision statements, but they are all short. 7 Examples Of How Digital Transformation Impacted Business Performance by Blake Morgan. If the statement doesn’t focus on customers, that’s fine. Then have a customer service vision statement. And, that applies to every business! by Andrew Mort.

Customer Service 305

Customer Service Enterprise Analytics Customer Experience 305

Beyond Philosophy

MARCH 19, 2020

This is an excellent example of framing because I could say 75 percent of people do think it’s essential to, but I digress…) That was shockingly high. If you don’t have the data analytical skills, then there is no better time than the present to get them. First of all, learn by our example. So, Now What?

Consulting 479

Consulting Consulting Marketing Customer centricity 479

AWS Machine Learning

OCTOBER 29, 2024

Through code examples and step-by-step guidance, we demonstrate how you can seamlessly integrate this solution into your Amazon Bedrock application, unlocking a new level of visibility, control, and continual improvement for your generative AI applications.

Best practices 104

Best practices Feedback Metrics APIs 104

Beyond Philosophy

JUNE 4, 2020

For example, a tiny change in wording can lead to a significant difference in behavior. In other words, there are far brighter people than me using analytical tools. A classic example would be the train service. Another example, Sutherland says, is Heathrow Pod Parking at terminal 5. The same idea applies to cruise lines.

Consulting 390

Consulting Consulting Advertising Analytics 390

TeleDirect

DECEMBER 24, 2024

AI-Powered Hyper-Personalization What It Means: Hyper-personalization involves using artificial intelligence (AI) and advanced analytics to deliver uniquely tailored experiences to each customer. AI Advancements: Machine learning and predictive analytics make it easier to understand customer behavior and anticipate needs.

Customer Service 62

Customer Service Analytics Airlines CRM 62