Aspect

AUGUST 26, 2019

There is information everywhere: in your ACD , WFM, CRM, quality management, recording, surveys, speech analytics and self-service systems. Every organization has strategic business objectives for which C-level executives are accountable. The contact center is drowning in information but starving for knowledge.

Big data 102

Big data Management Journey mapping Contact Center 102

ShepHyken

APRIL 28, 2024

For context, these are the customers who continue to buy from you over and over again, and should account for the majority of your total sales. Years ago, the term “Big Data” became popular. I came up with the concept of “Micro Data,” which is about very personalized information about a smaller set of customers.

Customer Service 177

Customer Service Advertising B2C Big data 177

REVE Chat Blog

FEBRUARY 12, 2020

A chatbot is the best channel banks can use to automate their simple and routine tasks (knowing account balance, outstanding credit card amount, how to change the address, etc.) Chatbots in banking gives those who prefer self-service a way to talk to their bank as a person and to have a conversation, even when requesting information.

Banking 76

Banking Customer Experience Chatbots Big data 76

DMG Consulting

APRIL 16, 2019

Social media depends heavily on real-time responses; omnichannel service requires companies to respond to a variety of media, such as chat, SMS, and video, in real time; and globalization has opened the door to worldwide resources and requires immediate responses for customers worldwide. of capturing feedback from customers.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Avaya

DECEMBER 6, 2016

Whether you realize it or not, big data is at the heart of practically everything we do today. In today’s smart, digital world, big data has opened the floodgates to never-before-seen possibilities. Making Customer Journey Analytics Work for You.

Big data 66

Big data Customer Experience Analytics Self service 66

Balto

SEPTEMBER 12, 2023

The transformative shift to digital interactions has changed customer expectations to include 24/7 self-service and personalized and consistent digital experiences across different channels and platforms. Another convenient self-service option is the knowledge base. Evolving customer expectations.

Customer Experience 52

Customer Experience Customer centricity Coaching Analytics 52

Comm100

FEBRUARY 16, 2018

Companies also plan on achieving this top priority for 2018 by creating or optimizing automated self-service experiences (such as through intelligent customer knowledge bases and Chatbots), and improving customer journey mapping. There will be more big data security breaches,” she writes. Lots of ’em.

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40