Voice of the Customer (VoC) Analytics to Increase Clarity and Ease of Use for Customers:  This case study illustrates how Blue Cross and Blue Shield of North Carolina’s VoC program has enabled the company to identify and prioritize key challenges, cascade and coordinate insights across the enterprise, and capitalize on untapped value-creating opportunities.

Discover how TalkTalk is using speech analytics to ensure sales consistency across 278 agents in three outsourced partners, both on-shore and off-shore.

Learn how Barclays UK Retail and Business Banking has implemented speech analytics, alongside a cultural change program, to help deliver its strategic goal of making customers' lives much easier.

Steve Mound and Richard Furlong discuss how APEX uses speech analytics to provide a competitive advantage in the UK debt collection market.

A UK credit management company improves agent peformance and collections with speech analytics.

John Bowden, Sr. VP of Customer Operations at EarthLink, discusses their use of Nexidia to manage quality at multiple outsourced call centers and the significant cost reductions they have realized.

BCBST's BlueCard program records over $1 million in ROI during a successful Nexidia QuickStart program.

Mike Petrone and Jeff Stroum of Plaza Associates discuss how Nexidia ensures compliance and improves collector performance.

Andy McKenzie, Head of IT at Ventura, speaks about the outsourcing company's use of Nexidia, enabling them to deliver excellent customer service at a very competitive value.

A UK outsourcing company helps customers balance efficiency and customer service with analytics.

An insurance provider uses speech analytics to pinpoint IVR issues that accounted for 58% of misrouted and transferred calls.

A debt collections agency uses speech analytics to reduce risk and improve collections performance.

A national bank uses speech analytics to automate 100% of their auditing process without adding additional headcount, avoiding millions in potential liability and fines.

A teleservices provider increases their sales close rate by 33% using speech analytics to identify successful selling strategies.

A healthcare company identifies millions in savings by using speech analytics to identify IVR improvements.

A consumer electronics company reduces repeat calls by 48% with insights gained using speech analytics.

A software company uses speech analytics to identify opportunities to deflect calls away from live agents, resulting in million dollar savings.

Healthcare organizations are going through unprecedented transformational changes and reforms.  Today's companies need to support a new business model in which they focus on consumerism, and adhere to more challenging compliance and cost regulations.  Thankfully, the key to navigating these changes and being able to respond quickly lies within information already being generated – the interactions coming into your company.  This webinar discusses how Interaction Analytics allows you to organize and analyze the data contained within these interactions in order to succeed in this new landscape.

Today’s forward thinking companies, like Time Warner Cable, find themselves uniquely positioned. Using Interaction Analtyics, they have the opportunity to elevate the customer care center to MVP status in their organization by providing insight into nearly every facet of the business. In this webinar, you'll hear Keith Dawson of Ovum discuss how Interaction Analytics breaks down silos and provides a holistic view of the customer experience. Rudy Flores of Time Warner Cable shares how his company uses Interaction Analytics to solve key business challenges and find value both inside and outside the contact center.

Performance management and quality monitoring are both key to driving up customer satisfaction levels. But how can you improve them in a way that both raises customer satisfaction and keeps agents happy? This webinar discusses these issues, as well as provides practical solutions about how they can be solved. 

So you’ve made the jump from traditional quality monitoring to incorporating speech analytics into your performance management program. However, more and more interactions are taking place with your agents via other channels, such as email and chat. It’s time to add text analytics for a complete picture of your agent and customer interactions.

Your customers are contacting you in more ways than ever before. They still prefer to pick up the phone, but now also utilize chat, email and social media. But tapping into these multiple types of unstructured interactions can be difficult. Not anymore. Discover multi-channel analytics.

Discover the tools of the past, present and future for tracking customer experience in the contact center.  Learn how advanced reporting and analytics deliver the information needed to quickly understand how your company is measuring up against your customer experience metrics - and more importantly - the reasons behind the results.  Also hear how Nexidia's telecommunication companies are using these tools to study and improve customer retention and churn.

Learn how the new Dodd–Frank Wall Street Reform and Consumer Protection Act regulations will impact the collection industry.   Collection companies need a greater understanding of their collection efforts, best practices for agent effectiveness, and 100% visibility into their debtor interactions to ensure compliance.  Learn how Nexidia's speech analytics solution allows collections companies to maximize their collection efforts while taking out costs, improving service, and ensuring compliance.

Discover how EarthLink transformed their entire quality monitoring approach through customer interaction analytics. Learn the results they have achieved in both agent performance and increased customer satisfaction, with the latest techniques that are proven in the field.

Customer Interaction Analytics allows organizations to analyze every phone call, chat, email and tweet and translate this data into a total picture of the ‘Voice of the Customer'. This allows companies to quickly discover the customer issues that are impacting their business, provide in-depth analysis to find best actions to take, and make fast business decisions that reflect the changes really desired by customers.

Customer communication channels now include everything from phone to blogs to email to social forums. This is causing a shift in the way the voice of the customer is captured and analyzed. Learn about the emergence of multi-channel interactions and how tapping into the intelligence they contain can help you transform your business.

This webinar discusses the benefits of real-time speech analytics, including driving real-time information to the agent desktop and providing real-time alerts to improve communications. Also outlined are the practical considerations needed to implement your own system.

This webinar focuses on how companies in diverse sectors are using speech analytics. Discover how they have made substantial operational savings, improved agent performance, identified process change, ensured compliance and boosted CSA and KPI scores.

New financial incentives, such as the Quality Bonus Payment for Medicare Health Plans, have raised the stakes.  Now, more than ever, it pays to deliver superior customer service.  CRMXchange presents this webinar which discusses the specific criteria health plans must meet to qualify for this bonus. Speech analytics empowers plans to improve agent performance and business processes to ultimately improve customer satisfaction and earn financial rewards.

Vonage experienced success with speech analytics in several areas, including agent training, quality monitoring, sales effectiveness and new product promotions.  Mike Trotter, Vice President of Customer Experience, describes how Vonage has leveraged speech analytics to improve overall contact center operations and deliver marketing intelligence.

Customer Management IQ presents a webinar about the role of speech analytics in an outsourced environment. Speech analytics allows companies to measure outsourced agent performance while protecting the customer experience. EarthLink shares their outsourcer success story.

Customer Strategy Magazine presents a webinar about using speech analytics to gain a greater understanding of customers, improve service, win loyalty and save money.

Part 1 in the Best Practices series focuses on the importance of categorizing calls to identify areas of business impact.

Social media’s popularity continues to expand.  Companies with the foresight to mine social media networks and the ability to compare the topics they uncover back to the audio interactions captured by their contact center, end up with a way to predict trends and then determine their impact on customers.  This allows them to cost effectively provide the best possible service. 

Keith Dawson reports on the release of Nexidia Interaction Analytics and Nexidia Capture

Paul Stockford of Saddletree Research published this note about the launch of Nexidia Interaction Analytics

Paul Stockford of Saddletree Research published this note about the launch of the Nexidia Analytics OnDemand program.

Paul Stockford of Saddletree Research published this note about the launch of the Nexidia Capture 4.0

The critical success factor in speech analytics is to have a proven set of best-practices for implementing speech analytics in a given business environment.

The Frost & Sullivan North American Speech Analytics New Product Innovation Award is presented annually to the company that surpasses the competition based on the following criteria: Innovative Element of the Product; Leverage of Leading Edge Technologies; Value-Added Features/ Benefits; Increased Customer Value; and, Customer Acquisition/Penetration Potential.

The "UK Contact Centre Decision-Makers' Guide (2011 - 9th edition)" is the major annual report studying the performance, operations, technology and HR aspects of UK contact centre operations.

Customer surveys usually provide only directional information, because gaps in the survey methodology make it difficult to provide detailed information required to evaluate how customers truly feel and act. This paper shows how Speech Analytics helps to close the gaps.

Sentiment analysis allows call centers to monitor customer/agent interactions and identify situations that drive dissatisfaction. This paper identifies the current state of the art and explores how sentiment analysis can be applied to improve contact center operations.

Nexidia Interaction Analytics combines key analytic capabilities with a robust performance management solution, enabling companies to reach corporate goals.

Nexidia Interaction Analytics for Healthcare offers a solution specifically tailored to the needs of healthcare companies built from Nexidia's vast experience in this industry. 

Nexidia Interaction Analytics for Communications provides a solution tailored to address the most pressing needs of organizations in this vertical.

Nexidia Interaction Analytics for Financial Services offers a robust, multi-channel analytic solution designed specifically for companies in the financial services industry.

Nexidia Interaction Analytics for Technology leverages Nexidia’s deep experience in this industry to provide a solution designed to give insight into common metrics and key performance indicators.

Nexidia goes beyond speech analytics and provides a robust solution that generates business intelligence on all customer interactions including audio, chat, email, and surveys.

Nexidia Capture eliminates the dependency on legacy call recorders and offers a recording solution designed to ensure audio is ready when you need it, in the way you need it, to maximize interaction analytics.

Nexidia Scan provides real-time analysis of audio to power tools such as Agent Assist that drive information to agent desktops and improve agent performance and efficiency.

Learn about how Nexidia's demonstration process uses your own audio to prove a business case that's unique to you, so you can see the value of Interaction Analytics for yourself.

Collection Assistant allows collection companies to maintain compliance and improve collection performance in real-time.

Nexidia Enterprise Analytics reveals greater levels of depth and understanding from the intelligence contained in your customer interactions through reporting to provide meaningful change within your business.

Nexidia offers many, varied training classes so you can find the one that fits your learning style, product knowledge level and end-user status.

Nexidia Deployment and Support Services provide expert implementation and ongoing support of your interaction analytics solution.

Nexidia Interaction Analytics for Accounts Receivable Management provides solutions specifically tailored to the Collection industry. 

Debt collectors use Nexidia speech analytics to reduce compliance risk and improve collections performance.

Nexidia helps debt collectors increase revenue performance by improving live agent best practices.

Nexidia Language Assessor ensures objective, consistent assessment of language skills.

According to Saddletree Research, real-time analytics is one of the top 5 mega-trends that will impact the contact center industry in 2013. In this podcast, Paul Stockford of Saddletree Research and Larry Skowronek of Nexidia discuss the factors that are driving the demand for real-time analytics in the contact center. 

Specifically, the benefits received by the collections and communications industries are discussed. In addition, Larry offers his views on the importance of utilizing post call analysis to maximize the value of the information that can be conveyed during an interaction using real-time monitoring and alerting.

John Bowden, a member of the leadership team who designs and manages care interactions, speaks to Paul Stockford of Saddletree Research about how Time Warner Cable is gaining valuable insight into the customer experience by using Interaction Analytics. Bowden shares how his customer care center serves as a partner for the rest of the organization. Interaction Analytics allows various areas within TWC such as marketing to better understand what’s causing customers to call, so they can better understand how to serve them. The result has been a better experience and improved satisfaction. Hear him discuss how they’ve achieved these results.

Cardinal Health’s Maria Feay, Director of Quality and Learning, shares how they’re using Interaction Analytics to improve the task of contact center agent performance management, based on the success they’ve achieved through its implementation in other areas of the organization. With the introduction of Interaction Analytics into its contact center, Cardinal Health is able to take use specific calls for goal setting and coaching and use empirical data points to identify outliers within its performance hierarchy.