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Analytics


Post-call IVR Surveying: Analytics Famine to Feast

Monday February 11th 8am Rated 1 1 Comment Agent Analytics Continuous Improvement Quality IVR VOC Change Management Benchmarking
We all talk about low-hanging fruit. But what happens when the fruit hangs on the tree too long? Some organizations are having a juicy voice of the customer feast with their post-call IVR surveying programs and obtaining analytics on company, contact center, and agent performance. Unfortunately, most have low-hanging fruit that is just rotting on the tree, causing starvation and an odiferous environment. You can avoid a famine and have a feast on low-hanging fruit if you avoid three common post-call IVR surveying mistakes.
Community

Speech Analytics in the Contact Center

Tuesday July 24th 2012 9am Rated 1 1 Comment Analytics
One of the biggest challenges in the contact center is getting useful and accurate reporting and feedback. In fact, I don't believe there has been any real way of knowing if the feedback you are getting is good until you make adjustments in a trial and error manner. Contact centers for many years have had to rely on manager's hands on, gut instincts.

Addressing the “ Customer Evolution” with Voice of the Customer Analytics

Tuesday August 2nd 2011 10am Rated 0 1 Comment Analytics Customer
"Our customers are changing, and we need to connect with them to understand what they value, what they don’t, and how they wish to be engaged. The need to become customer centric has never been greater."
Community

Move to the Next Level of Customer Experience Analytics

Wednesday November 23rd 2011 6am Rated 2 0 Comments Inbound Analytics
E-commerce websites exist to generate revenue. Likewise, the site’s ability to convert visitors to buyers is a key criterion for measuring success. Positive visitor experience has the most significant impact on that success measurement, so it’s critical for a business to make sure a visitor’s interaction with the site is the best possible. The most effective way to achieve a positive customer experience is to employ visitor scoring, an advanced metric that allows you to track and optimize non-monetary conversions.
Community

Turning Speech Analytics Into Action

Tuesday May 1st 2012 12pm Rated 1 0 Comments Management Analytics
It’s easy to get excited about the promise of speech analytics. The ability to gain insight into customer interactions and potentially reduce our quality evaluation load is a particularly tantalizing prospect when we’re faced with fewer resources and increased pressure to deliver results.
Community

Simplifying your Business

Wednesday March 28th 2012 12am Rated 0 0 Comments KPI SLA Analytics Continuous Improvement Improvement Measurement Metrics Optimization Performance
Simplifying your business begins with the right measurement tools to optimize performance in your call center.

Make the Right Technology Choices to Hear the Voice of Your Customers

Thursday September 2nd 2010 9am Rated 0 0 Comments Analytics VOC
Maximize the value of your customer feedback by using the appropriate tools to analyze the input and deliver on your VoC strategy.
Community

Customer Service in 2013 and Beyond

Wednesday August 25th 2010 1pm Rated 0 0 Comments Remote Virtualization Multi Channel Analytics Agent Customer Customer Service IVR Models Staffing Supervisor Workforce Contact Process
What customer service challenges will the next generation of digital consumers bring, and how will businesses need to adapt? A glimpse into the future of customer service.
Community


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