External News
VoiceBase in Forbes: 10 Ways AI Can Improve VOC
May 17, 2020
VoiceBase in Forbes Magazine

10 Ways AI Can Improve Voice Of The Customer Programs

By Louis Columbus (Forbes)

Machine learning algorithms are making it possible to provide a real-time multidimensional view of caller and agent-based attitudinal performance, intonation, sentiment, and the relative changes in each, all in the single integrated dashboard.  Combining supervised and unsupervised machine learning algorithms to find patterns in existing data and create entirely new linguistic and attitudinal models is delivering the intelligence organizations need to bring new energy and insights into customer relationships. The following Tableau example of what’s possible when machine learning techniques are applied to VoC data to find out what needs to improve in real-time and what’s going well. Source: VoiceBase Voice of the Customer Dashboard.

View the full Forbes article featuring VoiceBase here.

Keep up with the Big Voice Blog

How to analyze Voice of the Customer Data

How to analyze Voice of the Customer Data

The Challenge of Accessing Customer InsightsThe advent of big data has spawned a new dimension of how we conduct business on a day-to-day basis. Components such as your website, social media presence, and call center recordings are just a few examples of valuable...

LET THE VOICE OF THE CUSTOMER BE HEARD

LET THE VOICE OF THE CUSTOMER BE HEARD

Typically organizations use crucial voice interactions to extract vital information from customer interactions to measure and improve performance, but there is much more potential in leveraging voice data. The power of voice data in the customer experience goes beyond organizational excellence to relational effectiveness.

360 Smart View of Customer Interactions

360 Smart View of Customer Interactions

360 Smart View of Interactions at Scale Nearly every organization is challenged with getting a grip on its effectiveness with all its constituents. The focus today surrounds customer interactions as the primary target these days. There is a challenge to get the story...