7 success strategies for outbound call center excellence
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Text analysis, more commonly referred to as text analytics in the contact center industry, is the process of extracting data from written texts, like phone call transcripts, emails, SMS, customer surveys and more, to learn more about customer behavior and thoughts. Businesses use text analytics to improve the customer experience.
In this guide, we’ll explore how text analysis works and how contact centers can leverage text analysis solutions to derive valuable insights that can improve the customer experience – and the company’s bottom line. In this article:
People-oriented text analytics platforms can help improve #CX, enhance #EX and advance your organization's insights-driven capabilities.
— CallMiner, Inc. (@CallMiner) March 23, 2022
In this new report, @forrester identifies five common use cases for these platforms among 28 industry vendors. More ⤵️ https://t.co/nkMweoEBOE
The text analysis process relies on artificial intelligence, machine learning, and natural language processing. Text analytics is quite complex behind the scenes, but to simplify it, we can generally break it down into the following steps:
Call centers use text analytics software to automate data extraction and provide valuable insights that improve agent skills and lead to better customer outcomes. The following are some of the top uses for text analysis.
Text analytics can support contact center agents by giving them the information they need to adjust their customer support tactics in real time. When paired with real-time transcription software, text analytics software can analyze a phone conversation as it happens and provide suggestions to an agent on how to improve the conversation.
For example, text analytics can pinpoint whether a customer becomes frustrated with an offer presented to them. That data becomes part of a complete conversation analytics solution, prompting the software to deliver real-time guidance to the agent that could boost customer satisfaction, like suggesting another offer or a refund.
Text analytics can help businesses extract key pieces of information from customer feedback surveys. Using text analysis software, companies can determine the overall sentiment of open-ended responses, find keywords that commonly appear in feedback surveys, and determine whether a customer might be at risk of churn based on their feedback.
Are you overloading customers with surveys?
— CallMiner, Inc. (@CallMiner) August 27, 2021
Learn how unsolicited feedback, including behavioral and emotional data, can be captured from customer conversations and used to create a complete picture of and improve #CX: https://t.co/VJFXasWeD0
Sentiment analysis is a driving force behind improving customer experience. It quantifies a customer’s overall attitude during a conversation. Text analysis technology can pick up on trigger words, speech patterns, and other indicators in a customer conversation to help agents see the overarching sentiment of the conversation as it happens. Then, they can effectively use that information to drive higher satisfaction and improve brand experience.
Proper categorization of customer conversations ensures that customers get the support they need when they need it. A tagging system sends incoming inquiries to the right place, like the IT team or the refund department.
Doing this manually can take time and is prone to error. Text analytics software automates the process, usually much more accurately than humans can. Using this approach, you can save time prioritizing and routing customer conversations, make tickets easier to find, and improve customer contact data accuracy.
Text analysis software improves over time the more you use it. As customers continue interacting with your business from multiple channels, text analysis algorithms keep getting better as they learn more about your customers, your business, and the priorities for each.
CallMiner incorporates text analysis into its conversation analytics technology, giving contact centers valuable data and insights by analyzing 100% of customer interactions across channels such as phone, email, chat, and more. Request a demo to see the platform in action.
Text analytics uses artificial intelligence and natural language processing systems to extract meaning and insights from text-based conversations within a call or contact center, like phone call transcripts and support tickets. Companies can use this data to improve brand and customer experience.
Speech analytics tools analyze speech conversations, like voicemails and phone calls. In contrast, text analytics tools evaluate text-based conversations, like text messages, support tickets, emails, and social media messages.
Speech and text analytics both serve the same purpose of extracting data and insights to increase customer satisfaction. Sophisticated conversation intelligence solutions like CallMiner Eureka analyze 100% of customer interactions across channels, including both text and speech interactions, providing deep insights to inform decision-making and drive customer satisfaction.
Text analysis allows agents to discover insights about customer interactions as and after they happen. Then, they can use that information to improve customer experience and satisfaction. Companies also use text analysis to monitor their brand reputation on social media and quickly respond to problems mentioned by customers.
CallMiner is the global leader in conversation analytics to drive business performance improvement. Powered by artificial intelligence and machine learning, CallMiner delivers the industry’s most comprehensive platform to analyze omnichannel customer interactions at scale, allowing organizations to interpret sentiment and identify patterns to reveal deep understanding from every conversation. By connecting the dots between insights and action, CallMiner enables companies to identify areas of opportunity to drive business improvement, growth and transformational change more effectively than ever before. CallMiner is trusted by the world’s leading organizations across retail, financial services, healthcare and insurance, travel and hospitality, and more.