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

AWS Machine Learning

NOVEMBER 22, 2024

It enables different business units within an organization to create, share, and govern their own data assets, promoting self-service analytics and reducing the time required to convert data experiments into production-ready applications. This approach was not only time-consuming but also prone to errors and difficult to scale.

Government 91

Government Banking Accountability Engineering 91

MiaRec

JANUARY 5, 2023

Are you frustrated that your agents ignore carefully defined call scripts and just "wing it," often making customer interactions longer than they need to be? Are you looking for a way to enforce script adherence across the board but simply lack the resources to listen to every call and score it for quality assurance ?

Scripts 98

Scripts Contact Center First call resolution Quality management 98

Callminer

NOVEMBER 6, 2018

For example, The CallMiner Index identified that long waiting times is the call center behavior consumers want to avoid most (42% of people feel this way). But something as commonplace as a call center script can also be a source of annoyance. The 10 avoidable call center behaviors that encourage people to switch.

Scripts 186

Scripts Call Center Call center experience Contact Center 186

Callminer

JULY 30, 2020

CallMiner Eureka Coach , for instance, provides automated performance scoring to make it easy for managers to identify coaching moments, and issues alerts to provide guidance to agents with annotated call examples. For example, say something like, “I will definitely help you with renewal,” not “We will look into that.”. Shem Mandajos.

Call Center 265

Call Center Customer Service Scripts Coaching 265

JustCall

FEBRUARY 24, 2025

They dont just follow scripts they learn, adapt, and take action in real time. Unlike traditional chatbots or automated phone menus, AI voice agents dont just follow a script. For example: Chatbots that follow scripts (If the customer asks about refunds, show the return policy). So whats the answer? AI voice agents.

Healthcare 40

Healthcare Chatbots Real estate Scripts 40

ShepHyken

NOVEMBER 4, 2022

For example, it can take up to 5-6 weeks to provide training to new agents at a call center. Well-structured and Optimized CX Analytics . By outsourcing the work relating to CX analytics, BPOs can delve deeper into tapping the requirements of customers as well as implement effective strategies to meet their needs. .

Customer Experience 166

Customer Experience Scripts Self service outsourcing 166

Callminer

AUGUST 1, 2017

Example: Campaign A has a high call volume but campaign B has less calls and the agents that are assigned campaign B are not busy. Bill Dettering is the CEO and Founder of Zingtree , a SaaS solution for building interactive decision trees and agent scripts for contact centers (and many other industries). Bill Dettering.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

AWS Machine Learning

AUGUST 2, 2024

Traditionally, earnings call scripts have followed similar templates, making it a repeatable task to generate them from scratch each time. On the other hand, generative artificial intelligence (AI) models can learn these templates and produce coherent scripts when fed with quarterly financial data.

Engineering 124

Engineering Scripts Metrics APIs 124

CCNG

SEPTEMBER 25, 2024

In reading the following examples, think about where and how they would fit into your business. Older chatbots relied on a static script, but now conversation chatbots can react more effectively to whatever inputs a customer is giving them. Ultimately.

Chatbots 195

Chatbots Technical Support Scripts Interactive Voice Response 195

Outsource Consultants

FEBRUARY 25, 2025

For example, a call center might identify a common issue with a product’s packaging, leading to improvements that reduce returns and increase customer satisfaction. Leverage Data Analytics for Targeted Campaigns Data analytics plays a vital role in boosting ecommerce sales through call centers.

Call Center 67

Call Center Sales outsourcing Technical Support 67

Callminer

SEPTEMBER 23, 2020

Speech analytics tools like CallMiner Eureka , for instance, allows call center managers to monitor outbound calls for language patterns, indicators of customer sentiment, and other factors that provide insight into performance. “A good outbound sales script contains a strong connecting statement. Aim to connect.

Best practices 182

Best practices Call Center Outbound sales Telemarketing 182

Callminer

APRIL 24, 2020

Quality monitoring software , such as speech analytics , automatically monitor and score 100% of calls, helping managers deliver objective feedback and improve agent performance. In general, call center best practices include the creation of a script which recommends professional language, an upbeat tone, and key phrases to leverage.

Best practices 182

Best practices Call Center Coaching Schedule adherence 182

Callminer

SEPTEMBER 14, 2020

For instance, to improve key call center metrics such as first call resolution , business analysts may recommend implementing speech analytics solutions to improve agent performance management. For example, companies can ask their call agents to check on their customers concerning the pandemic. AmraBeganovich. Kirk Chewning.

Call Center 182

Call Center Analytics First call resolution Metrics 182

CSM Magazine

JANUARY 20, 2025

Here are some top picks and their standout features for monitoring metrics that reflect customer experience: Google Analytics : A cornerstone for understanding user behavior. For example, if you’re unsure whether a shorter or longer meta description will perform better, test both. Want a quick analogy? on product pages.

Metrics 64

Metrics Feedback Analytics Scripts 64

Quiq

SEPTEMBER 30, 2022

It’s best to segment customers or specific customer journeys (for example, the journey through purchasing online goods vs. in-store services) to narrow how each group interacts with your brand. Here’s an example of a narrow-focused current state customer journey map from Spotify. And not all customers are going to take the same path.

Journey mapping 82

Journey mapping Sales Scripts Chatbots 82

Callminer

APRIL 21, 2020

Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. Good scripting can lessen the amount of decision making, but another way to counteract.

Call Center 182

Call Center Management Scripts Coaching 182

CSM Magazine

FEBRUARY 5, 2025

” Example : A retail business could use AI to handle FAQs about returns, while seamlessly escalating more complicated questions to a human agent. Predictive Analytics and Sentiment Analysis AI algorithms analyze customer behavior , feedback, and conversations to understand sentiment and predict future needs.

Contact Center 52

Contact Center Chatbots Analytics Airlines 52

AWS Machine Learning

DECEMBER 7, 2022

This post shows how Amazon SageMaker enables you to not only bring your own model algorithm using script mode, but also use the built-in HPO algorithm. We walk through the following steps: Use SageMaker script mode to bring our own model on top of an AWS-managed container. We use the MNIST dataset for this example.

Scripts 83

Scripts Metrics Healthcare Accountability 83

AWS Machine Learning

DECEMBER 21, 2023

Typically, call scripts guide agents through calls and outline addressing issues. Well-written scripts improve compliance, reduce errors, and increase efficiency by helping agents quickly understand problems and solutions. The examples are in English; however, Anthropic Claude 2 supports multiple languages.

Contact Center 111

Contact Center Scripts Interactive Voice Response contact center solutions 111

AWS Machine Learning

MARCH 8, 2023

After the data is downloaded into the training instance, the custom training script performs data preparation tasks and then trains the ML model using the XGBoost Estimator. Select the notebook aws-aiml-blogpost-sagemaker-snowflake-example and choose Open JupyterLab. All code for this post is available in the GitHub repo.

Scripts 125

Scripts Accountability Enterprise Management 125

Provana

APRIL 5, 2022

For growth-focused collection agencies invested in advanced speech analytics, automation of call quality-compliance reviews is now possible. For example, in the case of checking mini-Miranda compliance, the data classification model wound need to include categories such as "script-adherence," "right party contact," and "self-identification."

Scripts 98

Scripts Analytics Call Center Technology 98

AWS Machine Learning

MARCH 27, 2025

We also showcase a real-world example for predicting the root cause category for support cases. For the use case of labeling the support root cause categories, its often harder to source examples for categories such as Software Defect, Feature Request, and Documentation Improvement for labeling than it is for Customer Education.

Education 101

Education Engineering APIs Enterprise 101

Callminer

FEBRUARY 4, 2021

Firstly, contact centers can make use of call analytics software to analyze past call recordings and use them to train agents how to identify vulnerable customers. Give them examples of social engineering attempts they may experience, such as rushed mothers, private customers who don’t want to share information, etc.

Call Center 345

Call Center Contact Center Finance Consulting 345

NobelBiz

DECEMBER 10, 2024

Unlike static IVR systems, which rely on pre-recorded scripts, voicebots dynamically understand and respond to customer queries in real time. Integration Capabilities: Seamlessly connect with CRM platforms, payment gateways, and analytics systems for a cohesive operational framework.

Outbound sales 52

Outbound sales Analytics CRM Scripts 52

Fonolo

MARCH 16, 2023

I think the more companies focus on customer care analytics over marketing analytics, the better. Measuring Customer Satisfaction The arrival of AI-supported tools is expected to flip the script on some of those traditional metrics and introduce some new ones, too. I think that’s where the insight and the wins can be.”

Contact Center 151

Contact Center Average Handle Time First call resolution Metrics 151

AWS Machine Learning

OCTOBER 5, 2023

We review the fine-tuning scripts provided by the AWS Neuron SDK (using NeMo Megatron-LM), the various configurations we used, and the throughput results we saw. For example, to use the RedPajama dataset, use the following command: wget [link] python nemo/scripts/nlp_language_modeling/preprocess_data_for_megatron.py

Scripts 118

Scripts Big data Engineering SaaS 118

Calabrio

MARCH 27, 2025

Analytics What Is Average Handle Time (AHT) in the Contact Center? For example, if a customer is waiting in line to speak with an agent for 30 minutes, that number isnt figured into the final AHT. For example, a caller may be asked On a scale of one to ten, how likely are you to recommend to a friend?

Average Handle Time 52

Average Handle Time Best practices Contact Center Metrics 52

AWS Machine Learning

MARCH 15, 2023

SageMaker runs the legacy script inside a processing container. SageMaker takes your script, copies your data from Amazon Simple Storage Service (Amazon S3), and then pulls a processing container. The SageMaker Processing job sets up your processing image using a Docker container entrypoint script.

Scripts 136

Scripts APIs Engineering Construction 136

TechSee

SEPTEMBER 24, 2019

That’s exactly why companies must strive to make sure all touchpoints are harmonized in terms of content, messaging and tone of voice, including marketing communications and customer service scripts, at every milestone along the customer journey. For example, imagine that you’ve recently subscribed to a new lawn service.

Customer Experience 150

Customer Experience Self service Banking Analytics 150

AWS Machine Learning

SEPTEMBER 20, 2023

For example, you might have acquired a company that was already running on a different cloud provider, or you may have a workload that generates value from unique capabilities provided by AWS. For a complete list of the pre-built Docker images managed by SageMaker, see Docker Registry Paths and Example Code.

Scripts 120

Scripts Engineering Accountability Enterprise 120

CSM Magazine

MARCH 24, 2025

In the same spirit, cloud computing is often the backbone of AI applications, advanced analytics, and data-heavy systems. A Harvard Business Review study found that companies using big data analytics increased profitability by 8%. Do you need continuous scaling, advanced analytics, or specific compliance standards?

Best practices 52

Best practices Analytics Finance Big data 52

AWS Machine Learning

JUNE 17, 2024

PrestoDB is an open source SQL query engine that is designed for fast analytic queries against data of any size from multiple sources. The following code shows an example of how a query is configured within the config.yml file. The sklearn_processor is used in the ProcessingStep to run the scikit-learn script that preprocesses data.

Scripts 116

Scripts Engineering Metrics Big data 116

CSM Magazine

MARCH 27, 2025

Take client portals as an example. Toss in custom analytics and reporting, and businesses get a window into client habits, paving the way for smarter communication tweaks down the line. Final Thoughts Custom interfaces flip the script on client communication making it sharper, more personal, and flat-out engaging.

Chatbots 52

Chatbots Self service Scripts Wait times 52

Calabrio

FEBRUARY 27, 2025

Tracking these metrics helps you identify which aspects of agents’ performance need improvement, such as communication skills, time management, and script adherence. Leverage Analytics for Consistent Evaluation Optimizing agent performance requires going beyond individual call evaluations.

Call Center 52

Call Center Metrics Gamification Contact Center 52

Global Response

NOVEMBER 21, 2023

Customer analytics allow you to take the customer data you’ve collected and assess , aggregate and analyze it to understand trends, make forecasts and better understand your customers. Here are four key ways can analytics support your business and how can you implement them.

Analytics 62

Analytics Customer retention outsourcing Sales 62

AWS Machine Learning

APRIL 26, 2024

When you select the option to use the SDK, you will see example code that you can use in the notebook editor of your choice in SageMaker Studio. In this section, we provide some example prompts and sample output. You can test the endpoint by passing a sample inference request payload or by selecting the testing option using the SDK.

Transportation 119

Transportation Scripts Accountability Benchmark 119