When deciding on a speech analytics provider, be sure to choose one that offers transcription (LVCSR) technology. The benefits include faster search times, text previews, discovery of the unknown, ease of use, and significantly improved speed to intelligence.
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Customer Engagement Optimization
You can no longer look at a single transaction for customer satisfaction. You have to look at the entire cu...
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The True Path to Measuring Customer Sentiment Through Speech Analytics
Sentiment analysis has become an industry phrase that has ushered in an acute focus for organizations toward as both a necessity in business success and a core differentiator in customer...
Solution News: CallMiner Launches Customer Experience Solution Pack
CallMiner today announced the launch of a CX Solution Pack for enhanced customer experience insights both within and beyond the contact center. The CX Solution Pack provides customer intelligence...
Voice of Customer Analytics
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Read our 10 “needs to know” to introduce CX professionals who isn’t taking advantage of the data available for better Voice of the Customer and Voice of the Employee programs.
Customer Experience & Voice of the Customer Datasheet
Unsolicited Feedback Can Be Rocket Fuel for Your CX Engine
It’s time to create a complete picture of the customer experience with unsolicited feedback with speech analytics from CallMiner Eureka.
What is Voice of the Customer? 25 Experts Give Best Practices
Voice of the Customer (VoC) is a type of market research which aims to better understand current and prospective customers. Essentially, the process of finding the voice of the customer can be...
The CX Pro’s Guide to Speech Analytics
Read how speech analytics can uniquely empower customer experience initiatives!
NPS Scores and CX Scorecards: Is Your Survey Data Telling the Whole Story?
Numbers don’t lie. Or do they? Net Promoter Scores (NPS) and similar measures are often touted as valuable tools for keeping a finger on the pulse of customer satisfaction and improving the...
Stop Losing Customers By Listening To Them With Speech Analytics
Voice of the Customer Analytics: The Power of VOC Insights in Improving Service
One of the biggest challenge businesses face in providing better customer service is truly understanding their customers. Figuring out why customers are reaching out and what drives their...
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CCW Special Report: Customer Journey Mapping
Is Your Data Being Held Hostage (by your Speech Analytics Vendor)
Many call centers utilize speech analytics solutions because it helps streamline their overall operations and better track agent performance. When you decide to invest in a solution, you trust...
US CallMiner Index: Consumers Switch By Sector, The Reasons and the Impact of Call Centers
5 Times When Voice Wins Over Customer Self-Service
As the post-Christmas trading analysis shows there are some significant challenges at play in the retail sector and 2018 will most likely continue in the same vein with cost pressures...
Measuring Customer Satisfaction with Speech Analytics
In this webinar CallMiner discusses measuring customer satisfaction, comparing different metrics and working out what will work best in the contact center.
Getting to the Root of Displeasure
As a business, you expect to hear from your customers, and you probably welcome their calls because they give you valuable insight into their perception of your company. The last thing you or...
TradeGlobal Uncovers Repeat Call Drives with Interaction Analytics
See how TradeGlobal uses customer journey and interaction analytics to solve repeat call drivers, improve agent training and performance, and uncover issues that impact customer service.
What is Customer Journey Mapping? How It Works, Challenges, Benefits, and More