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

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

ShepHyken

AUGUST 4, 2016

But customer analytics have more to tell you than scores alone. Customer analytics, used appropriately, can be the healing salve for a broken internal culture. Much like Voice of the Customer surveys, employee assessments help identify the key drivers that motivate employees to bring their best effort to work.

Analytics 202

Analytics Employee engagement Morale Surveys 202

PeopleMetrics

MARCH 18, 2025

In fact, they might be even more crucial today because they're public surveys available to everyone online. AI can also help identify patterns or trends across hundreds of reviews that might take a human analyst hours or even days to recognize. Social reviews have always been important, and that hasn't changed.

Surveys 62

Surveys B2C Best practices Feedback 62

PeopleMetrics

JANUARY 23, 2025

When I wrote Listen or Die in 2017, I made the case that NPS is invaluable for understanding the overall health of your customer relationships, but its not enoughespecially in a transactional VoC survey. AI excels at finding patterns and trends that humans might miss, uncovering hidden opportunities to enhance CX.

Metrics 118

Metrics Surveys SaaS Wait times 118

Interaction Metrics

JANUARY 31, 2025

Finding the right customer satisfaction survey company can make or break your ability to measure customer satisfaction and gain actionable insights. This guide covers the top customer satisfaction survey companies of 2025. The top picks and honorable mentions explicitly offer customer satisfaction surveys and operate within the U.S.,

Surveys 62

Surveys Metrics Benchmark Consulting 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

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

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

ProProfs Blog

AUGUST 28, 2020

Receiving customer feedback is not just about surveys and data collection. Sure, an online survey maker helps you create a survey and access the right distribution channels, but what next? . When the survey data comes back in, how do you use it for the benefit of different teams – sales, marketing, product, etc.?

Surveys 158

Surveys Feedback Marketing Sales 158

PeopleMetrics

JANUARY 31, 2025

AI helps by analyzing feedback trends over time, spotting warning signs before a client walks away. Example: A SaaS company uses AI to track sentiment across executive check-ins, support interactions, and periodic VoC surveys. The AI flags an emerging trendguests are increasingly frustrated with long check-in times.

B2C 98

B2C B2B Airlines Surveys 98

Balto

MARCH 3, 2025

Predictive analytics play a crucial role in anticipating customer needs and optimizing call center operations. Early automation focused on basic phone menus, while modern systems utilize natural language processing and predictive analytics. Post-call surveys trigger automatically, and results feed into performance dashboards.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 52

PeopleMetrics

FEBRUARY 27, 2025

Many organizations rush into transactional surveys, measuring individual touchpoints without first understanding the bigger picture. How AI is Enhancing Relationship Surveys Survey Design and Personalization AI can help create adaptive relationship surveys that adjust based on customer responses.

Surveys 62

Surveys Benchmark Wait times Self service 62

TechSee

OCTOBER 31, 2018

AI-driven predictive analytics are helping telecoms provide better services by utilizing data, sophisticated algorithms and machine learning techniques to predict future results based on historical data. The post 4 AI Trends that will Transform the Telecom Industry in 2019 appeared first on Techsee. Predictive maintenance.

Interactive Voice Response 100

Interactive Voice Response Telecommunications Chatbots Big data 100

ROI CX Solutions

JANUARY 8, 2025

Emphasis on data security and privacy How ROI CX Solutions can help you in 2025 Introduction As we jump feet-first into into 2025, we’re keeping an eye on the contact center future trends that are projected to shape the year. Stay on top of trends in the call center industry with us!

Call Center 52

Call Center Contact center software Chatbots Interactive Voice Response 52

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

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. Scam callers may show a trend of repeated access attempts with the wrong information.

Call Center 345

Call Center Banking Contact Center Accountability 345

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. By utilizing recordings in this way, companies can categorize their calls and search for trends in customer behavior (e.g.

Contact Center 223

Contact Center Coaching Analytics Call Center 223

Calabrio

MARCH 25, 2025

Analytics Contact center trends in 2025: Six key takeaways from the State of the Contact Center report Share The contact center industry is at a crossroads. Want to dive deeper into the latest data, contact center trends, and insights into the future of the industry? How successful have these efforts been?

Contact Center 52

Contact Center Self service Strategic Value Metrics 52

customer sure

JANUARY 20, 2025

Advanced data analytics and AI, or even just thoughtful use of CRM data, make it possible to deliver hyper-personalised experiences at the touchpoints which are most important to customers. Tools like our survey personalisation feature ensure that every customer feels heard, driving satisfaction and trust.

Customer centricity 62

Customer centricity Customer retention Feedback Best practices 62

Talkdesk

DECEMBER 10, 2020

Here are the major trends that emerged from our global research survey. . 84% of CX leaders are seeing an increase in demand for contact center customer data and analytics. With this revolution comes the opportunity for companies in the industry to transform their contact centers into strategic assets. The CX stakes are rising.

Contact Center 135

Contact Center Upselling Cloud contact Analytics 135

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

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

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

Spearline

JUNE 2, 2022

We may have (mostly) emerged from the restrictions that forced this change, but there is undoubtedly a longer term legacy for contact centers, and impact on future contact center trends. So what are the contact center trends for 2022? And, more specifically, what are the contact center technology trends for 2022?

Contact Center 98

Contact Center Technology Cloud contact Business Process Outsourcing 98

ShepHyken

SEPTEMBER 28, 2018

Career pathing has become increasingly important in reversing the trend of lacking engagement, but many organizations struggle with how to give employees the tools they need for designing, implementing and monitoring career trajectories. Feedback and Analytics.

Employee engagement 273

Employee engagement Education Analytics Technology 273

ProProfs Blog

APRIL 17, 2020

According to the 2019 trends report by event tech company Bizzabo, events, at times, even score over content marketing, digital advertising and email marketing. The answer to these questions is – Asking Event Survey Questions! To help you do the same, we have compiled a comprehensive list of : Pre-Event Survey Questions.

Surveys 125

Surveys SaaS Feedback Advertising 125

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. Social Media.

Feedback 206

Feedback Contact Center Journey mapping Surveys 206

delighted

DECEMBER 3, 2021

Enter survey automation. In this article, we’ll learn more about survey automation, why it’s so important for customer experience success, and how you can implement automation in your CX program today. Two types of survey distribution: Manual vs automated. Two types of survey distribution: Manual vs automated.

Surveys 97

Surveys APIs SaaS Engineering 97

Calabrio

MARCH 25, 2025

In today’s digital landscape, this involves gathering data from diverse sources like surveys, social media, online reviews and, crucially, contact center interactions. Conversation analytics solutions delve deeper into the content of these interactions, revealing customer sentiment and key topics of discussion.

Journey mapping 52

Journey mapping Contact Center Analytics Surveys 52

DMG Consulting

JUNE 8, 2021

Current Status of Speech (and Text) Analytics. Interaction analytics removes the mystery from customer conversations. DMG expects analytics-enabled quality management (AQM) to be one of the “next big things” in the IA market. Real-time guidance is another important and emerging use for IA solutions.

Analytics 107

Analytics Contact Center Enterprise Marketing 107

CSM Magazine

MARCH 13, 2025

Monitoring trends in NPS helps you pinpoint areas that need improvement to better meet (or exceed) customer expectations. The simplicity of NPS surveys makes them a go-to for businesses looking to consistently track loyalty shifts over time. Businesses can easily implement it via post-interaction surveys. Why does this matter?

Metrics 52

Metrics Surveys Feedback Analytics 52

Real Blue Sky

DECEMBER 15, 2022

These years have helped shape the CX trends you can anticipate for 2023 and beyond. In addition to the continuation of hyper-convenience into 2023 and beyond, here are other CX trends to watch for in 2023. PingIdentity surveyed 3,400 global consumers in 2021 about how they felt about online businesses using their customer data.

Self service 98

Self service Chatbots Wireless Analytics 98

Balto

NOVEMBER 13, 2024

But surveys and outdated speech analytics aren’t cutting it anymore. From Flimsy Surveys to Real Conversations We used to rely on surveys for feedback—the classic “How did we do?” But customers know how to game the system, and survey data just doesn’t cut it anymore. Speech Analytics? But Real Insights?

Contact Center 52

Contact Center Analytics Surveys Sales 52

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

PeopleMetrics

JANUARY 24, 2025

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. It can analyze survey comments, social media posts, in-depth customer interview transcripts and support tickets to uncover pain points in both CX and CS.

Customer Service 118

Customer Service Chatbots Journey mapping Feedback 118

TeleDirect

DECEMBER 22, 2024

Effective call center analytics rely on tracking the right metricsthose that align with business goals and customer satisfaction. How to Measure: CSAT = (Number of Satisfied Customers / Total Survey Responses) 100 4. Below is a comprehensive guide to the top 10 metrics that help measure call center success.

Call Center 62

Call Center Metrics Abandon rate Interactive Voice Response 62