Your Voice Analytics Strategy: Can it Answer the All-Important “Now What?” Test
When creating your Voice Analytics strategy, make sure your solution can answer the all-important “now what?” text. Let’s put this test to work against the most typical Voice Analytics solutions in EFM/VoC. Here are a few common, yet less useful Voice Analytics scenarios: “I know the top ten keywords used by my customers in phone [...]
All Text Analytics Systems are NOT the Same
Claiming that all Text Analytics solutions are the same is like saying all forms of transportation are the same. They’re not. Research your Text Analytics options. Ask your vendor, even Mindshare, all of these important questions. You’ll be happy you did. Does the vendor’s text analytics platform categorize comments with similar-themed keywords and phrases [...]
Voice Analytics Should Be Equal to Text Analytics
Your Voice Analytics Should Be Equal to Your Text Analytics Text Analytics is a hot topic right now. Companies with successful customer feedback programs are using Text Analytics. At its very basic form, Text Analytics provides keyword search and a word cloud of topic frequencies so businesses know what’s important to their customers. But many [...]
Analyzing “Analytics”
It seems you can’t swing a baseball bat without knocking over three or four people asking for analytics: Text Analytics, Predictive Analytics, Social Media Analytics, Decisiolytics, whatever (Mindshare’s CEO recently coined the term “Decisiolytics.” Your guess is as good as mine). The list seems never ending. What exactly does everyone mean by “analytics” anyway? For most, [...]
Making the Audible Actionable: Mindshare’s Unique Approach to Voice Analytics Raises the Bar
Whether on the road or on the couch, automated phone surveys are the simplest, quickest, most comfortable feedback method for customers (Erich’s drive-thru experience is a good example). Customers of Mindshare’s clients often choose to use their phone to take surveys; including customers of QSRs (fast-food), fine-dining restaurants, insurance providers, and retailers. Businesses often receive [...]
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