Glossary

Customer experience management (CXM or CEM) refers to how organizations track or oversee and organize customer interactions throughout the customer life cycle. Every employee in an organization and every decision made affects customer experience (CX) in one way or...

Read More

Improving call center metrics is critical to improving CX. Here are some of the ways you can improve call center metrics in your organization. How to Improve Customer Satisfaction The goal of the contact center is to keep service...

Read More

What is the best way to improve customer experience? Positive customer experience is critical for business success because satisfied customers turn into loyal ones who help boost revenue. It may seem like extra effort from the outset, but it’s...

Read More

Customer service experience refers to customers’ overall experience during their interactions with an organization’s support, sales, and service teams. Whether by phone or social media, or in-store or in-person, customers’ interactions can add to or take away from their...

Read More

Metrics in a call center refer to data for different call center aspects, such as call time, call volume, call abandonment, average handle time and other agent and queue based metrics. These metrics are the flakes, nuggets, and specks...

Read More

Contact center intelligence (CCI) is a solution that enables organizations to take advantage of machine learning (ML) and artificial intelligence (AI) to boost the customer experience. Contact Center Intelligence solutions for self service, live-call analytics & agent assist, and...

Read More

Sentiment analytics is the assessment of customer input to determine opinions, emotions, and attitudes about products, brands, services, and marketing campaigns. This technology leverages natural language processing (NLP), computational linguistics, and machine learning to mine data sources.  Contact centers...

Read More

Learning how to use speech analytics enables organizations to turn recorded customer calls into actionable insights long after the customer hangs up. Speech analytics software detects trends based on predetermined keywords and phrases, pitch variations, emotions, and silences. Here...

Read More

Voice analytics is the use of speech recognition tools to record and analyze conversations. Voice analytics tools translate speech to text and identify speaker emotion and intent.  Voice analytics first emerged in the early 2000s. This discipline has since...

Read More

Many enterprises struggle with how to track customer journey analytics. The customer journey is the complete sum of experiences that customers go through when interacting with your company and brand.  Customer journey analytics is monitoring data derived from customer interactions.  Each interaction is...

Read More

Speech analytics is a multistep process that involves the analysis of recorded calls to gather critical customer information. Speech analytics tools take unstructured audio data and convert it into a more structured format that organizations can search and analyze....

Read More

Call center analytics refers to the processes and tools that organizations use to gain business performance insights. Management can track and improve various service metrics, including call times, employee performance, efficiency, and customer satisfaction. By processing unstructured data from...

Read More

A customer success journey allows your clients to interact with the company seamlessly. It’s also an easier way to visualize the customer’s experience to improve retention and make them feel better. Here is the ultimate process of creating a customer journey map:...

Read More

A Customer Journey Map is an illustration of experiences in a buyer’s life cycle. A Customer Journey Map (CMJ) is not a client acquisition funnel. CMJs help study customers. Customer journey mapping helps companies meet customer expectations and increase customer retention....

Read More

Customer journey analytics is the data-driven analytical assessment of customer touchpoints throughout their experience with a brand that provides improves CX & business outcomes... 

Read More

Sentiment analysis is a machine learning (ML) model trained to measure emotion of interactions, such as if the interaction is positive, negative, or neutral... 

Read More

Text analytics is the process of extracting the meaning out of text. Text analytics can be used to analyze unstructured information from sources such as survey responses, emails, support tickets, call center notes, product reviews, social media posts, and any other feedback...

Read More

Speech analytics is the process of analyzing customer interactions, like voice recordings or live customer calls to contact centers to find useful information and provide quality assurance. Businesses use speech analytics during customer interactions to collect data...

Read More