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

PeopleMetrics

JUNE 4, 2019

The sales force becomes a key touchpoint in the customer experience for B2B. B2B companies are smart to want to know what their clients think of their sales process and how the expectations that their sales force established compared to their actual experience. TEXT ANALYTICS: N/A. SALES FORCE: Key touchpoint.

VOC 122

VOC B2C B2B CEM 122

1 to 1

AUGUST 30, 2021

The sales world is forever altered, thanks to pandemic-fueled digital transformation across entire enterprises. In the B2B space, where relationships reign supreme, sales organizations found effective and efficient ways to conduct business with a digital-first approach that’s efficient, effective, and won’t go away any time soon.

B2B 29

B2B Sales Unstructured Data Text Analytics 29

DMG Consulting

OCTOBER 10, 2022

Outlook for Interaction Analytics. Interaction (speech and text) analytics is celebrating its 20 th year in the commercial market. While we talk a great deal about interaction analytics, the majority of “interaction” analytics used in contact centers today is still just speech analytics.

Outlook 48

Outlook Text Analytics Contact Center Engineering 48

SurveySensum

DECEMBER 25, 2023

Launch NPS Survey with SurveySensum- Request a Demo Case Study: How Onboarding Surveys Rescued a Retail Fintech from Churn The Challenge A major retail fintech company providing payment machines faced a crisis – despite successful marketing and sales, 20% of their machines were returned within a week of installation. Long wait times.

Retail 52

Retail NPS Text Analytics Customer Feedback 52

Fonolo

NOVEMBER 11, 2022

C all center agents drive sales growth, create happy customers, and gather data that’s essential to innovation — and this is the year we think they’ll be recognized and rewarded for it. In this business model, no customer support means no sales. . Higher wages and sales commissions . Let’s dig in! .

Contact Center 87

Contact Center Artificial Intelligence Text Analytics Predictive Analytics 87

SurveySensum

DECEMBER 15, 2023

This oversight leads to missed opportunities and resources, making it hard for the sales team to turn acquired leads into loyal customers. Text Analytics Software With the help of the Text Analytics Software , the feedback was properly segmented and analyzed for detailed understanding.

Text Analytics 52

Text Analytics NPS Customer Retention Customer Feedback 52

CX Accelerator

JANUARY 7, 2019

Here’s an example from the text analytics world. You’d want to first build a machine learning model where you feed it thousands of customer interactions and tie those interactions back to success metrics like Net Promoters Score, Customer Satisfaction, or closed sales. The best way to do this is by feeding it data, lots of data.

AI 275

AI Machine Learning CX Net Promoter Score 275

SurveySensum

DECEMBER 4, 2023

Well, tools like ‘SurveySensum’s Text Analytics ’ are the key here! Gather feedback via ‘Feedback Tool’ or ‘ Upload all previous responses ’ on the platform and hit ‘Text Analytics’. You will get top trends and sentiments from thousands of uploaded feedback in just a few seconds.

Customer Feedback 52

Customer Feedback Text Analytics Net Promoter Score Social Media 52

SurveySensum

OCTOBER 12, 2023

Some of the drawbacks include limitations to running two different surveys at the same time, the dashboard being too complex, issues with building reports, no options to automate reports, text analytics being difficult to understand, and many more. With InMoment you do get this feature but it is complex to understand and use.

Text Analytics 52

Text Analytics Actionable Insights NPS Customer Feedback 52

DMG Consulting

MAY 26, 2020

When it comes to contact center WFO applications, the vast majority of enterprises are still purchasing premise-based solutions, although a growing percentage of new sales are for cloud offerings, a trend that has picked up momentum due to the pandemic. Sales of WFO solutions outside of North America are also increasing.

Predictive Analytics 96

Predictive Analytics Contact Center Artificial Intelligence Text Analytics 96

DMG Consulting

JANUARY 4, 2023

This is also the case for your contact center and other front and back-office service and sales organizations. Executives recognize the role and contributions of their customer-facing sales and service (collections, help desk, field service, etc.) organizations in building and enhancing their brand.

Contact Center 48

Contact Center Text Analytics Start-ups Retail 48

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?

Text Analytics 54

Text Analytics Contact Center Artificial Intelligence Machine Learning 54

DMG Consulting

AUGUST 3, 2020

Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 22020 – 2021 Interaction Analytics Product and Market Report. The Report focuses on contact center and service-related uses of interaction (speech and text) analytics.

Text Analytics 62

Text Analytics Contact Center Innovation Sales 62

DMG Consulting

OCTOBER 17, 2019

Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2019 – 2020 Contact Center Analytics Product and Market Report.

Contact Center 48

Contact Center Text Analytics Touchpoint Sales 48

Lumoa

FEBRUARY 7, 2023

Organizations that analyze and act on their customer behavioral data outperform the market by 85% in sales growth, according to a 2021 study by Microsoft. With the help of voice and text analytics, the data analysis process is made even easier.

Voice of the Customer 169

Voice of the Customer VOC Social Media NPS 169

DMG Consulting

JANUARY 30, 2024

Although lingering economic uncertainty has led to slower purchasing decisions for contact center technology, frequently doubling the typical sales cycle to 12 to 18 months, companies are buying. Sales and technology partnerships have been key to the CCaaS market’s success, a trend that DMG expects to increase.

AI 48

AI Contact Center Artificial Intelligence CRM 48

SurveySensum

OCTOBER 4, 2023

Analyze the gathered feedback with the cutting-edge technology of Text analytics software. Customize surveys to match your automotive brand and focus on sales, service, or performance. Best Features It uses text analytics to find important insights from surveys, reviews, and social media comments.

Customer Feedback 52

Customer Feedback Sentiment Analysis Text Analytics CRM 52

Lumoa

MARCH 6, 2023

It can help a brand innovate with new products; improve its reputation in the market; help outshine the opposition; and eventually, it can help increase sales and profits. So when trying to consolidate and understand customer conversations, it isn’t a bad idea to consider using tools like sentiment analysis or text analytics.

Sentiment Analysis 83

Sentiment Analysis Text Analytics Innovation Social Media 83

Lumoa

MARCH 6, 2023

It can help a brand innovate with new products; improve its reputation in the market; help outshine the opposition; and eventually, it can help increase sales and profits. So when trying to consolidate and understand customer conversations, it isn’t a bad idea to consider using tools like sentiment analysis or text analytics.

Sentiment Analysis 83

Sentiment Analysis Text Analytics Innovation Social Media 83

SurveySensum

MARCH 21, 2024

As a result of this, they are unable to meet their sales targets. An automotive company is looking to sell its SUVs to an audience that predominantly buys Sedan cars. Well, this is bound to happen! If your customers are looking for Sedan cars and you are selling them SUVs then of course they won’t buy from you!

Social Media 52

Social Media Retail Text Analytics Construction 52

DMG Consulting

DECEMBER 7, 2020

Interaction (speech and text) analytics can empower contact center agents with the information and context they need to handle inquiries, and also identify trends and challenges for the entire enterprise. Voice and screen recording capabilities allow managers to track their remote employees’ performance throughout the day.

Contact Center 62

Contact Center Text Analytics Technology Technology 62

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

DMG Consulting

MAY 5, 2020

Speech and text analytics solutions, collectively known as interaction analytics (IA), provide a comprehensive, unfiltered view of all activity that occurs between customers and an organization.

CX 96

CX Artificial Intelligence Contact Center Touchpoint 96

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). In real time, speech analytics changes the service paradigm from reactive to proactive.

AI 48

AI Text Analytics Predictive Analytics Machine Learning 48

Experience Investigators

APRIL 23, 2024

Some organizations find that focusing on retaining customers in volatile times can provide more revenue than sales. This loyalty translates into substantial financial benefits, as loyal customers are not only more likely to make repeat purchases but also to advocate for the brand, thereby increasing referrals and sales.

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

Hodusoft

JUNE 17, 2021

Contact centers in which agents heavily use applications such as CRM applications should look into desktop analytics to supplement call recording. Contact centers that deal with payment card information will need a solution that supports encryption of this information, and they need speech or text analytics.

Contact Center 98

Contact Center Gambling Text Analytics Government 98

DMG Consulting

JUNE 3, 2017

Since you can’t be everywhere watching and evaluating the customer experience, speech and text analytics is the next best thing. To be able to capture insights about what it’s really like to transact business with your company? To continue reading, download the PDF by registering below: DOWNLOAD.

Text Analytics 48

Text Analytics Customer Experience Sales CX 48

SurveySensum

JUNE 24, 2023

Moreover, happy and satisfied customers present an opportunity not only for your CX team to excel but also for your sales team to pursue targeted up-selling and cross-selling strategies. By effectively utilizing customer satisfaction data, you can unlock the potential for boosting sales and driving profitability. With Text Analytics.

Business Growth 52

Business Growth Customer Satisfaction Net Promoter Score Text Analytics 52

DMG Consulting

AUGUST 9, 2018

IVAs assist agents by providing them with information drawn from knowledge bases, customer profiles and other online sources to optimize and personalize each customer interaction, allowing them to make the most of each service and sales opportunity.

Text Analytics 48

Text Analytics Contact Center Predictive Analytics Machine Learning 48

SurveySensum

OCTOBER 3, 2023

20+ Must-Ask Automotive Customer Satisfaction Survey Questions Intender (Pre-Sales) Survey Rejector (Pre-Sales) Survey Product Quality Survey (Inbound & Outbound) What To Do With the (Pre-Sales and Product Quality) Feedback? So, here are a few important questions you can ask in the different stages of pre-sales journey.

Customer Satisfaction 52

Customer Satisfaction Social Media Finance Sales 52

Lumoa

APRIL 18, 2023

CX Survey Sample Your customers and prospects are constantly giving you data: Social media posts, sales calls , product usage patterns, emails, support tickets, product review pages, and so on. An analytics tool enables you to find the pain points across all of your customer touchpoints, both pre- and post-sale.

Customer Experience 83

Customer Experience CX Net Promoter Score Unstructured Data 83

SurveySensum

MARCH 3, 2022

Thematic is an AI-powered Text Analytics solution that analyses and extracts text from customer feedback. This voice of the customer tool evaluates the meaning of texts and classifies them into themes. Text Analytics for Robotic process automation. Text Analytics and Machine Learning.

Voice of the Customer 52

Voice of the Customer Sentiment Analysis VOC Close the Loop 52

PeopleMetrics

JANUARY 24, 2022

Over the past few years, I have noticed 3 key trends that have shaped the work we do going forward: Massive investments in Artificial Intelligence (AI) – from text analytics to automated service recovery, the CX industry has embraced AI. But first, a quick perspective on the CX industry. That 20% consist of high-impact customers.

CX 90

CX B2B Artificial Intelligence Text Analytics 90

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. Providing real-time guidance to agents to help them close a sale or collect funds. Providing next-best-action recommendations to agents.

Contact Center 62

Contact Center Sentiment Analysis Text Analytics Omnichannel 62

DMG Consulting

SEPTEMBER 29, 2022

Historical speech analytics is considered essential in many contact centers, and text analytics is delivering critical insights into the burgeoning volume of text-based interactions. RTG and NBA capabilities reduce agent onboarding time, improve productivity, increase sales and collections, and greatly enhance the CX.”.

Contact Center 48

Contact Center Text Analytics Outlook Actionable Insights 48

DMG Consulting

NOVEMBER 13, 2017

Answer: Agents in traditionally “non-sales” contact center roles are frequently asked to sell, due to evolving customer experience standards. Although a business may consist of separate contact center roles and departments for sales, customer service, technical support, etc.,

Contact Center 48

Contact Center Text Analytics Customer Service Sales 48