Glossary

What Is Customer Experience Management?

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...

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How to Improve Call Center Metrics

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...

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How Can You Improve Customer Experience?

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...

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What Is Customer Service Experience?

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...

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What Are Metrics in a Call Center?

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...

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What is Contact Center Intelligence?

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...

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What is Sentiment Analytics?

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...

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What is Speech Analytics?

Speech analytics is the automation of the process of listening to customer interactions. Speech analytics software can detect themes, sentiments, reasons for a call, identify products, and customer satisfaction from call recordings and/or media streams in real-time.    How Is...

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How to Use Speech Analytics

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...

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What Is Voice Analytics?

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...

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How to Track Customer Journey Analytics

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...

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How Does Speech Analytics Work?

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....

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What Is Contact Center Analytics?

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...

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