PeopleMetrics

JULY 31, 2018

The true “voice” of your customer is the unique words they share with you each time you ask them “Why” or “Please tell me more about that” in your survey. There is gold in each comment that customers share with you. Enter text analytics. Machines (Text Analytics). But first, let’s take a step back.

Text Analytics 79

Text Analytics VOC Unstructured Data CEM 79

Confirmit

JUNE 27, 2017

In this webinar, Jason Bryce, Subject Matter Expert, Confirmit, and Holly DeMuro, Product Marketing Director, Confirmit, discussed: What is text analytics and what can you expect from implementing a text analytics program? What are the key benefits of applying text analytics?

Text Analytics 40

Text Analytics Voice of the Customer 40

SurveySensum

MARCH 3, 2022

11 best Voice of the Customer tools to listen to your customers effectively. Studies state that companies still find it difficult to stand out in the competition based on the customer experience they provide. As per Gartner Group, 89% of the companies still compete to stay on top in the minds of customers. .

Voice of the Customer 52

Voice of the Customer Sentiment Analysis VOC Close the Loop 52

Confirmit

JUNE 10, 2018

Open-ended survey responses and free-form text stored in business systems and on social media promise a wealth of insight into consumer opinions. Advances in technology have introduced text analytics as a means of automating and streamlining review, categorization, and the analysis of sentiment behind the text.

Text Analytics 40

Text Analytics Social Media Customer Experience Voice of the Customer 40

Confirmit

JUNE 10, 2018

Open-ended survey responses and free-form text stored in business systems and on social media promise a wealth of insight into consumer opinions. Advances in technology have introduced text analytics as a means of automating and streamlining review, categorization, and the analysis of sentiment behind the text.

Text Analytics 40

Text Analytics Social Media Customer Experience Voice of the Customer 40

PeopleMetrics

APRIL 15, 2015

Over the years, we''ve talked to many companies looking to outsource their Voice of the Customer software. So, if you need to find a new Voice of the Customer solution, this post is for you. Choose a vendor who cares about the experience your customers have with your company as much as you do.

Voice of the Customer 82

Voice of the Customer Net Promoter Score Text Analytics VOC 82

DMG Consulting

APRIL 16, 2019

Analytics-enabled quality management (AQM), capturing the voice of the customer, compliance management, and sharing/leveraging results from interaction (speech and text) analytics throughout the organization all have a quantifiable payback and provide significant customer, agent and enterprise benefits.

Text Analytics 115

Text Analytics Compliance VOC Contact Center 115

Confirmit

JANUARY 31, 2020

They are critical to determine customer intent, keep abreast of vital market trends, or get early warning of product or service issues. In this video, Ryan Denny of Bupa Global talks about the impact of text analytics on Bupa’s customer experience program. Voice of the Customer Videos.

Text Analytics 52

Text Analytics Unstructured Data Voice of the Customer CX 52

Confirmit

JANUARY 23, 2020

In highlighting some of the more advanced elements of Computacenter’s program, Donna also talks about the role of text analytics within their approach. Computacenter has now reached an excellent 87% accuracy rate in their analytics of customer comments. Voice of the Customer Videos.

Text Analytics 52

Text Analytics CX Voice of the Customer Technology 52

DMG Consulting

OCTOBER 16, 2018

Here are some suggestions: Speech/text analytics – use contact center analytics technology to fill survey gaps. Speech and text analytics can mine customer interactions from all voice and digital channels to capture the voice of the customer (VoC), without any effort on the customer’s part.

Customer Satisfaction 67

Customer Satisfaction Text Analytics Social Media VOC 67

DMG Consulting

FEBRUARY 25, 2019

The future of this process is analytics-enabled QM (AQM). Speech and text analytics are used to listen to/read customer interactions and provide feedback to the enterprise (general trends) and agents (what they do right and how to improve). Customer Journey Analytics: Speech Is Along for the Ride.

AI 48

AI Text Analytics Predictive Analytics Machine Learning 48

Customer Service Life

NOVEMBER 10, 2022

In retrospect, there’s always a trail of clues but somehow we missed it or caught it long after many customers were impacted — only increasing the resulting backlash. As contact center professionals, we literally listen to the voice of the customer all day every day.

Contact Center 130

Contact Center Text Analytics Engineering Social Media 130

Confirmit

APRIL 2, 2020

One thing you'll hear is that while clients love the Confirmit's technology - whether that's our digital feedback solution, text analytics tools, survey designer or data visualisation - it's the people who make the difference.

Text Analytics 52

Text Analytics Voice of the Customer Technology Technology 52

DMG Consulting

SEPTEMBER 29, 2022

For example, how many voice-of-the-customer solutions do companies really need? Today, there are many types of surveying solutions available to capture explicit customer feedback. Many of the current systems and applications have a great deal of functional overlap.

Artificial Intelligence 62

Artificial Intelligence CX Contact Center Text Analytics 62

PeopleMetrics

JUNE 4, 2019

Those in B2C need to embrace the fact that they probably have more customer feedback than they know what to do with. However, the seemingly overwhelming volume of feedback allows B2C companies to learn more about customers and their experiences than ever before. More confidence means you can create better customer experiences.

VOC 122

VOC B2C B2B CEM 122

Lumoa

FEBRUARY 16, 2023

A voice of the customer (VoC) is the process of gathering customer feedback to discover what they need, want, and expect from you. The goal is to better understand your customers, earn their trust, and improve customer experience. Without customers, there is no business. Thankfully, we’ve got you covered.

VOC 94

VOC Unstructured Data Customer Feedback Net Promoter Score 94

DMG Consulting

NOVEMBER 30, 2023

Never mind the technology’s tremendous future potential, AI is enabling advancements now, and a great example is interaction analytics (IA), also known as speech and text analytics. When it comes to contact center systems and applications, no topic is generating more buzz and excitement than artificial intelligence.

AI 48

AI CX Contact Center Artificial Intelligence 48

Confirmit

JUNE 6, 2018

Confirmit Genius is an advanced Text Analytics platform that uses the latest Machine Learning technologies to help you draw meaning from unstructured content. Drive intelligent action to improve the customer experience. Voice of the Customer Voice of the Employee Market Research Product Innovation Factsheets.

VOE 40

VOE Text Analytics Structured Data Voice of the Employee 40

Confirmit

NOVEMBER 15, 2020

After just five months, Louise successfully launched the Voice of the Customer program and created its first-ever Customer Service Week, providing staff with training to help them learn about the new VoC tool, understand results and bring customer feedback to life. Voice of the Customer Best Practices.

CX 52

CX VOC Text Analytics Voice of the Customer 52

Confirmit

SEPTEMBER 1, 2019

PennyMac’s executive team are huge supporters of listening to the Voice of the Customer, and Terry describes how that has impacted the rest of the organization, resulting in a double win in the 2019 Confirmit ACE Awards. Voice of the Customer Videos. Not least, winning two Confirmit ACE Awards!

CX 40

CX Text Analytics Voice of the Customer Innovation 40

DMG Consulting

JANUARY 2, 2018

The primary issues are these: Speech analytics is not yet considered a “must-have” application; analytics-enabled quality assurance (AQA) has not caught on; real-time speech analytics has a limited number of use cases; and text analytics continues to struggle to be noticed. Like what you’re reading? FINAL THOUGHTS.

Text Analytics 54

Text Analytics Contact Center Artificial Intelligence Machine Learning 54

Confirmit

SEPTEMBER 11, 2017

They’re a repeat winner of the Confirmit ACE Awards , and this year they won in the Voice of the Employee category following the expansion of their program to look at employee feedback. Another area where Siemens is focused on innovation is text analytics. Voice of the Customer Best Practices.

Text Analytics 40

Text Analytics CX Social Media Voice of the Employee 40

Confirmit

SEPTEMBER 11, 2017

They’re a repeat winner of the Confirmit ACE Awards , and this year they won in the Voice of the Employee category following the expansion of their program to look at employee feedback. Another area where Siemens is focused on innovation is text analytics. Voice of the Customer Confirmit Blog.

Text Analytics 40

Text Analytics CX Social Media Voice of the Employee 40

PeopleMetrics

MARCH 1, 2017

By the time they take a survey, they shouldn't have to note if they recently visited a branch, how long they've been a customer, or input demographic information. Good Voice of the Customer programs stop you from wasting time on collecting redundant information by tying preexisting customer data to their responses behind the scenes.

Customer Feedback 61

Customer Feedback Voice of the Customer Text Analytics Customer Experience 61

Confirmit

APRIL 18, 2019

She’ll cover ways to identify sources of insight that don’t involve sending yet more surveys to customers, helping to overcome dwindling response rates. She will also look at the importance of text analytics category models that will help you make sense of unstructured feedback, whatever the source.

CX 45

CX Text Analytics Voice of the Customer Innovation 45

Confirmit

MARCH 31, 2019

Analytics, Reporting, and Dashboards. Genius Text Analytics. Genius Social Analytics. Voice of the Customer Voice of the Employee Market Research Factsheets. Hierarchy Management. Model Builder. Concept Miner. Dashboards. Taking Action. Action Management. Action Planner. Confirmit Go.

Text Analytics 40

Text Analytics Voice of the Employee Contact Center Voice of the Customer 40

Confirmit

JUNE 3, 2018

.” The report also recognized Confirmit’s “powerful self-service survey capabilities,” and stated the company’s “text analytics capabilities are very well integrated into analyses, dashboards, and alerts.”

Customer Feedback 40

Customer Feedback Text Analytics Voice of the Employee B2B 40

DMG Consulting

MARCH 12, 2018

Answer: Contact centers of all sizes, including those with 10 – 250 seats, need management tools and analytics that provide transparency into the performance of their department, insights into the voice of the customer, and help to enhance employee engagement. This is where workforce optimization (WFO) suites fit in.

Contact Center 48

Contact Center Text Analytics VOC Social Media 48

Confirmit

MAY 18, 2020

Survey length is increasing, customer research has taken on new meaning and it’s up to us all to write the rule book on what comes next. We’ve been working closely with our clients to ensure our technology is supporting them through this period, from digital feedback through to text analytics.

CX 59

CX Text Analytics Government Gaming 59

Confirmit

MARCH 5, 2017

Confirmit Genius™ incorporates Text Analytics and Social Analytics, and enables you to find the nuggets of insight that will give you a competitive edge. It integrates with Confirmit Horizons™, our flexible, multi-channel solution for Customer Experience, Employee Engagement and Market Research programs.

Sentiment Analysis 40

Sentiment Analysis Text Analytics Social Media Voice of the Employee 40

Confirmit

MAY 3, 2017

.” The report also recognized Confirmit’s “powerful self-service survey capabilities,” and stated the company’s “text analytics capabilities are very well integrated into analyses, dashboards, and alerts.” ” Voice of the Customer Voice of the Employee Market Research Analyst Insight.

Customer Feedback 40

Customer Feedback Text Analytics Voice of the Employee B2B 40

Confirmit

MARCH 8, 2018

For example, optional modules and features include, but are not limited to: Action Management, Active Dashboards, CAPI, CATI, Discovery Analytics, Genius Text Analytics, Hierarchy Management, Instant Analytics, Model Builder, Panel Management, and Translation Module. Voice of the Customer Market Research Factsheets.

Text Analytics 40

Text Analytics Government Voice of the Customer 40

Confirmit

DECEMBER 4, 2018

We have multiple processes, templates, and workflows available, including dashboards for various roles in the organization, survey designs, and Text Analytics categorization models. Voice of the Customer Factsheets. What Types of Accelerators are Available?

B2B 40

B2B VOC Text Analytics Government 40

DMG Consulting

JANUARY 24, 2023

Companies that want a complete view of why customers/prospects are reaching out to them should use both speech and text analytics to capture and analyze insights from all interactions. The post Interaction Analytics Helps Companies Hear their Customers appeared first on DMG Consulting.

Contact Center 62

Contact Center Sentiment Analysis Text Analytics Omnichannel 62

DMG Consulting

AUGUST 3, 2020

Sales, Marketing and Enterprise Uses of Interaction Analytics. Interaction (speech and text) analytics (IA) is a solution that sells well in both strong and weak economies. Comments This field is for validation purposes and should be left unchanged. By Donna Fluss.

Sales 72

Sales Contact Center Text Analytics Social Media 72

Execs In The Know

MAY 4, 2023

O ne of the deepest for us has been the voice of the customer. It’s been a game changer because it has allowed us to build trust with both our customers and our team members. We haven’t explored all the beautiful capabilities artificial intelligence (AI) and text analytics have to offer, yet.

Net Promoter Score 98

Net Promoter Score Artificial Intelligence Text Analytics CX 98

SurveySensum

AUGUST 4, 2023

Step 2: Analyze Customer Feedback Data for Customization and Tailoring Once the response starts coming in, it’s time to analyze them. Tools like SurveySensum’s Text Analytics can help you identify emerging complaints, track customer sentiment, and act in real time.

Customer Loyalty 52

Customer Loyalty Retail Customer Feedback Text Analytics 52