InMoment XI

OCTOBER 19, 2021

In a nutshell, Lexalytics, and Tethr are data analytics platforms focusing on structured and unstructured customer data, as well as solicited and unsolicited feedback. Not that long ago, if we wanted to know what a customer thought, how they felt about interacting with your brand (website, store, call center, etc.), customer effort).

Analytics 493

Analytics Data Customer Experience Social Media 493

InMoment XI

JULY 11, 2023

Predictive analytics. What is predictive analytics,” you may ask. Well, by thoroughly analyzing historical data, predictive analytics software can predict future customer needs and behavior, forging a proactive customer experience (CX) strategy. What Is Predictive Analytics?

Analytics 200

Analytics Customer Satisfaction Analysis Policies 200

MyCustomer

MAY 15, 2023

The Interactions Analytics ‘Proof of Value’ (PoV) is an eight-week programme that analyses recordings of recent calls coming into th 15th May 2023 Sabio Unveils New Interaction Analytics Solution

Analytics 90

Analytics Interaction Groups 90

InMoment XI

OCTOBER 19, 2021

In a nutshell, Lexalytics, and Tethr are data analytics platforms focusing on structured and unstructured customer data, as well as solicited and unsolicited feedback. Not that long ago, if we wanted to know what a customer thought, how they felt about interacting with your brand (website, store, call center, etc.), customer effort).

Analytics 295

Analytics Data Customer Experience Social Media 295

NICE inContact

NOVEMBER 12, 2020

One tool that helps businesses know their customers better, anticipate their needs, and proactively address emerging issues is interaction analytics. A recent Aberdeen report stated that 59% of companies rate Augmented Analytics as critical or very important in the COVID-19 environment.

Analytics 247

Analytics Study Report Tools 247

NobelBiz

MAY 14, 2024

Contact centers have always been at the forefront of adopting technologies that can enhance the interaction between agents and customers. One of the most transformative technologies in recent years is conversational analytics. But what exactly is conversational analytics, and why is it becoming an indispensable tool in call centers?

Call Center 59

Call Center Analytics Contact Center Effort Score 59

CSM Magazine

MAY 16, 2023

Sabio Group has launched a new solution aimed at fuelling an organisation’s digital transformation strategy by surfacing actionable insights from customer interactions. Our Interaction Analytics PoV is the first step in helping them do that.”

Groups 52

Groups Analytics Interaction Consulting 52

SurveySparrow

APRIL 15, 2024

Product analytics tools! We have researched and compiled a list of nine best product analytics tools, discussing their features, limitations, pricing, and more. Top 9 Product Analytics Tools We have done thorough research online and found out there are a lot more tools available for product analysis. So, how can they do that?

Analytics 52

Analytics Tools Analysis User Experience 52

CSM Magazine

APRIL 19, 2024

In this article, we will delve into all the different aspects of CX software and its importance in boosting interaction. Getting to Know CX Software CX software includes applications and platforms that aim to enhance customer interactions, elevate satisfaction levels, and foster loyalty.

Interaction 59

Interaction Software Engagement Net Promoter Score 59

NICE inContact

MAY 20, 2020

Over the past few weeks, most contact centers have transitioned some or all their agents to a work from-home environment—no easy task. First agents had to be set up with the tools and technology to be productive in their new setting. Once agents were home and safe, priorities shifted to keeping them engaged and productive.

Contact Center 177

Contact Center Interaction Analytics Exceptional Customer Service 177

InMoment XI

MAY 10, 2024

By leveraging AI, companies can capture a broader spectrum of customer signals, from traditional surveys to social media interactions and beyond. Reputation management software powered by AI can efficiently monitor and analyze these interactions, enabling businesses to promptly address concerns and amplify positive feedback.

Social Media 260

Social Media Analysis Chatbots Analytics 260

Uniphore

JANUARY 21, 2022

In the wake of the global pandemic, customer experience (CX) has risen to new prominence as more patients and members are interacting with healthcare service providers remotely. AI-powered analytics optimize patient and member services. However, compliance isn’t the only factor driving healthcare business decisions today.

Healthcare 147

Healthcare Analytics Self Service Consumers 147

Thematic

APRIL 17, 2024

Customer Experience Analytics (CXA) is your key to unlocking the true reasons behind their choices and experiences. What is Customer Experience Analytics? Customer Experience Analytics (CXA) is the process of collecting, analyzing, and understanding customer data. Why is Customer Experience Analytics important?

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

Customer Experience Analytics (CXA) is your key to unlocking the true reasons behind their choices and experiences. What is Customer Experience Analytics? Customer Experience Analytics (CXA) is the process of collecting, analyzing, and understanding customer data. Why is Customer Experience Analytics important?

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

Customer Experience Analytics (CXA) is your key to unlocking the true reasons behind their choices and experiences. What is Customer Experience Analytics? Customer Experience Analytics (CXA) is the process of collecting, analyzing, and understanding customer data. Why is Customer Experience Analytics important?

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

InMoment XI

SEPTEMBER 24, 2019

Addressing Systemic Issues and Using NLP Analytics with Unsolicited Feedback to Eliminate Failure Demand ahm has one of the most sophisticated voice of the customer programs in Australia and is always looking. ahm is a no-nonsense health insurance company that has been doing business for over 40 years and has over 700,000 ahm members.

Interaction 266

Interaction NPS Insurance Analytics 266

CloudCherry

SEPTEMBER 6, 2018

Fortunately, while predicting the future in its entirety is close to impossible, predictive analytics can help businesses like you make smarter, data-driven decisions about where they’re going without any magic powers. This is where predictive analytics, driven by machine learning, can help. Customer Sentiment. Path Analysis.

Analytics 221

Analytics Analysis NPS Financial 221

Brandwatch CX

JULY 6, 2022

With so many Twitter analytics tools out there, it’s hard to know which ones to trust with your Twitter account. But if you’re looking for a free Twitter analytics tool that can do more, this list will come in handy. That being said, let’s take a look at some of the best free Twitter analytics tools currently available.

Analytics 139

Analytics Tools Analysis Travel 139

NICE inContact

MAY 20, 2020

Over the past few weeks, most contact centers have transitioned some or all their agents to a work from-home environment—no easy task. First agents had to be set up with the tools and technology to be productive in their new setting. Once agents were home and safe, priorities shifted to keeping them engaged and productive.

Contact Center 156

Contact Center Interaction Analytics Exceptional Customer Service 156

CloudCherry

FEBRUARY 26, 2019

Key Takeaways from Forrester Report on the State of Customer Analytics. The findings of the 2018 Forrester Report on the State of Customer Analytics are based on an online survey in which 144 North American analytics and measurement pros , from a broad set of industries, took part. Retailers find other ways to use analytics too.

Analytics 256

Analytics Report Analysis Study 256

Help.com

SEPTEMBER 11, 2018

Brands leveraging the right data and analytics to deliver impactful customer experiences will rise to the top.” Here are five essential things customer expect from their customer service interactions—and what you can do to make sure they’re satisfied. If you didn’t get that memo until now, don’t worry.

Customer Expectations 182

Customer Expectations Interaction Customer Service Analytics 182

NICE inContact

JANUARY 28, 2020

One of the most important and fundamental pieces of a voice of the customer program is implementing a solution for your customers to provide unbiased feedback through surveys. But, if you want to get a complete view on how to improve your customer experience, you need to combine direct and indirect customer feedback to see the full picture.

Survey 156

Survey Interaction Analytics Feedback 156

GetFeedback

DECEMBER 11, 2019

With text analytics, you can examine open-text feedback for an organized, actionable, high-level view on the feelings and the comments your customers make about your company. Why you should use text analytics. With text analytics, you can analyze a huge volume of customer comments in a way that’s also scalable. .

Analytics 221

Analytics Customer Experience How To Trends 221

ECXO

JULY 4, 2023

Batch AND Real-time Marketing Analytics, instead of Batch OR Real-time Using technology and analytics to support marketing is not especially new. But if you want to drive behavior based on given interactions with your brand as they happen, then real-time marketing analytics is the friend you never knew you always wanted.

Analytics 124

Analytics Marketing Fashion Advertising 124

Lumoa

JANUARY 23, 2018

Instead it is the unstructured nature of the data which makes it challenging to tackle with any traditional means of analytics. This situation is where automated text analytics is brought in: it can help in sorting out the key topics talked about and reveal the general sentiment per topic. Which one should be tackled first? Learn More.

Analytics 304

Analytics NPS Financial Analysis 304

NICE inContact

FEBRUARY 13, 2019

But what’s all this hype about using analytics to perform quality activities, and could it help you? Analytics allows you to analyze every interaction to understand what was communicated by agent and customer, identify outcomes and evaluate the overall experience. This means fewer – but higher quality- evaluations.

Analytics 138

Analytics Management Call Recording Contact Center 138

NICE inContact

APRIL 18, 2019

Have you noticed all the hype around using analytics in quality management, but haven’t utilized it in your organization? At NICE inContact, we’re excited to share how your organization can save time and expense by evaluating the right interactions the first time. Will analytics really help your quality management program?

Analytics 162

Analytics Management Contact Center Call Recording 162

NICE inContact

NOVEMBER 20, 2017

Interactive voice response (IVR) has been a staple of customer service for many years. Front-end IVR allows the collection of data from the caller, which enables you to optimize routing and—once the caller is connected to an agent—personalize the interaction. Offload Routine Interactions.

Self Service 241

Self Service Interaction Multi-Channel Contact Center 241

Eptica

JANUARY 16, 2022

Date: Monday, January 17, 2022 Author: Pauline Ashenden - Demand Generation Manager How data analytics can enhance customer service. Read the full article here on our parent company Enghouse Interactive’s site. Tags: data analytics, Customer Service, ContactBabel Categories: Best Practice. Published on: January 17, 2022.

Analytics 127

Analytics Data Customer Service Trends 127

Calabrio

SEPTEMBER 30, 2020

That’s why the right analytics platform, applied the right way to the right data, is so critical to contact center leaders right now. the organization that best uses Calabrio Analytics to turn contact center data into actionable insights and tangible results. Bluegrass Cellular. Idaho Central Credit Union. Thomson Reuters.

Analytics 147

Analytics Net Promoter Score Contact Center Effort Score 147

NICE inContact

DECEMBER 9, 2019

There is a lot of information out there about speech analytics and how it can benefit contact centers, but what is it exactly and what value does it bring to the customer experience? In simple terms, speech analytics provides one view into the voice of the customer. It lets you “listen” to EVERY call – and analyze EVERY call.

Contact Center 156

Contact Center Analytics Interaction Customer Experience 156

NICE inContact

FEBRUARY 14, 2019

The Interactions 2019 agenda is built with you in mind, so you can deliver the most exceptional customer experience directly to your customers. Make sure to get the most out of your visit by planning in advance with the Interactions 2019 Agenda Preview ! Expivia Interaction Marketing Group, Inc. Brightway Insurance. Ciox Health.

Interaction 159

Interaction Insurance Conference Analytics 159