CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. How VOC Tools Work Many VOC tools work with the phone system’s interactive voice response (IVR) creator to deliver a telephony-based survey after a call. Additionally, some tools use a call-back approach to provide a machine-based survey.

Contact Center 174

Contact Center Analytics Interactive Voice Response First call resolution 174

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

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

Callminer

AUGUST 14, 2023

Voice of the customer analytics is crucial for businesses to gather insightful customer feedback, utilizing strategies such as surveys, social media listening, in-app reviews, live chat, and more.

Analytics 324

Analytics Surveys Feedback 324

CX Accelerator

JUNE 8, 2020

Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%. Make no mistake.

Surveys 182

Surveys Contact Center Consulting Consulting 182

AWS Machine Learning

DECEMBER 4, 2024

SageMaker Unified Studio setup SageMaker Unified Studio is a browser-based web application where you can use all your data and tools for analytics and AI. This will provision the backend infrastructure and services that the sales analytics application will rely on. You’ll use this file when setting up your function to query sales data.

APIs 107

APIs Sales Surveys Analytics 107

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

Callminer

MARCH 11, 2019

While asking for direct feedback is a critically important component of measuring customer sentiment, surveys have several limitations for VOC tracking in your contact center.

Analytics 207

Analytics Contact Center Surveys Feedback 207

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. This article includes 15 ideas from nine industry experts.

Customer Service 185

Customer Service Best practices Customer Experience Analytics 185

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 71

Feedback Analytics Surveys Customer Service 71

Callminer

MAY 26, 2020

For more information on the customer experience, download our white paper, The CX Pro’s Guide to Speech Analytics. Exact strategies for improving your call center’s customer satisfaction metric depend on the services you have surveyed your customers on. The more specific your surveys, the more actionable your results.

Call Center 340

Call Center Metrics Average Handle Time First call resolution 340

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

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

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

Callminer

FEBRUARY 5, 2020

Although the immediate concerns of agents in need of assistance and other urgent needs are readily apparent from a manager’s perspective, raw data on customer satisfaction, speed, and more can only be captured through targeted analytics. Many people answer differently in anonymous surveys than they would face to face. Automation.

Best practices 251

Best practices Call Center Metrics Surveys 251

Callminer

NOVEMBER 8, 2018

In addition we will discuss how listening to your customers and using speech analytics can impact customer loyalty and your company’s bottom line. In the survey consumers conveyed which industries they leave, why they leave and what experience would keep them as a loyal customer. And this bottom line is adding up!

Call Center 233

Call Center Surveys Analytics Best practices 233

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

ShepHyken

SEPTEMBER 7, 2023

Customer health monitoring Train your team on the tools and analytics platforms you use to monitor customer health. Feedback collection and analysis Teach your team how to conduct surveys and interviews with customers. Assess how they’re going to harness analytics to make the right decisions.

B2C 349

B2C Customer centricity Feedback Upselling 349

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.

Call Center 345

Call Center Banking Contact Center Accountability 345

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 353

Customer Experience Metrics Customer retention Analytics 353

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

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?

Analytics 98

Analytics Call Center Contact center software Scripts 98

ShepHyken

APRIL 13, 2018

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. The reasons are obvious: surveys help your business understand the emotional and psychological factors that drive customer behavior and affect your metrics.

Feedback 206

Feedback Contact Center Journey mapping Surveys 206

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. Customer Follow-ups : Ensuring customer satisfaction after a purchase or service.

Call Center 79

Call Center Customer Support outsourcing Technical Support 79

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

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. Employees need to feel as though their voices are heard to remain engaged in the business, and feedback through quick, online surveys may be one solution to this challenge.

Employee engagement 274

Employee engagement Education Analytics Technology 274

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. The CCI Post-Call Analytics (PCA) solution is part of CCI solutions suite and fit many of the identified requirements.

Analytics 118

Analytics Interactive Voice Response Average Handle Time Contact Center 118

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

Calabrio

APRIL 15, 2025

Sentiment & Conversation Analytics Our AI-powered analytics tools analyze patient interactions including chatbot transcripts to identify: Frustration triggers Common questions and service gaps Emerging patient needs Healthcare leaders can use these insights to improve chatbot scripts, agent training, and marketing campaigns.

Self service 94

Self service Healthcare Chatbots Contact Center 94

TeleDirect

MARCH 9, 2025

Implement AI-driven analytics to predict call trends and adjust resources. Gather and Implement Customer Feedback Send post-call surveys to identify areas for improvement. A: Provide ongoing training, encourage the use of knowledge management systems, and use performance analytics to optimize agent efficiency.

Wait times 79

Wait times Call Center Abandon rate First call resolution 79

ShepHyken

SEPTEMBER 26, 2022

Are You Using the Right Customer Experience Analytics? CMSWire) Gone are the days when a simple survey could tell you everything you need to know about your customer experience. Take a look at the future of CX analytics. Traditionally, decision-makers and marketers have relied on surveys to measure customer success.

Customer Service 176

Customer Service Customer retention Analytics Surveys 176