Callminer

AUGUST 23, 2018

To get a well-rounded view of customers, contact centers need to collect and analyze data from every channel. Collecting cross-channel metrics makes it possible for contact centers to: Uncover User Experience Issues. The post 5 Benefits of Collecting Metrics to Identify Common Contact Reasons appeared first on CallMiner.

Metrics 205

Metrics Contact Center Analytics Marketing 205

Talkdesk

JULY 28, 2017

Turning Big Data into Big Decisions. In this Opentalk session, Tomasz reveals the biggest mistakes startups make with their metrics and what to do about it to optimize your business. The number one metric mistake. Lagging metrics create long feedback loops — too long. The 411 on Proxy Metrics.

Big data 40

Big data Metrics Customer centricity Feedback 40

Mindtouch

MARCH 3, 2017

Back in 1997, Michael Cox and David Ellsworth first coined the term “big data” as we understand the term today. For Cox and Ellsworth, “big data” names the challenge of visualizing extremely large amounts of computer data that (in those days) exceeded the capacities of local systems. Numbers Aren’t the Whole Story.

Big data 48

Big data CRM Metrics Marketing 48

Talkdesk

JULY 28, 2017

Turning Big Data into Big Decisions. In this Opentalk session, Tomasz reveals the biggest mistakes startups make with their metrics and what to do about it to optimize your business. The number one metric mistake. Lagging metrics create long feedback loops — too long. The 411 on Proxy Metrics.

Big data 40

Big data Metrics Customer centricity Feedback 40

AWS Machine Learning

FEBRUARY 26, 2024

In this post, we demonstrate a few metrics for online LLM monitoring and their respective architecture for scale using AWS services such as Amazon CloudWatch and AWS Lambda. Overview of solution The first thing to consider is that different metrics require different computation considerations. The function invokes the modules.

Metrics 112

Metrics Big data Analytics Engineering 112

Jive

AUGUST 27, 2018

Phone metrics inform data-driven decisions. In the era of Big Data and data-driven decisions, phone metrics can act as an invaluable measure of customer service. Previously, only the top dogs in any industry had access to phone metrics. The most helpful phone metrics to track.

Metrics 63

Metrics Interactive Voice Response voip Abandon rate 63

Outsource Consultants

JUNE 19, 2018

In order to accomplish this, Marinina says that companies need to break down silos holding data and have the right people and the right framework in place to make the best use of the data. 5 Valuable Metrics Contact Centers Can Provide Companies. These five metrics are crucial to demonstrating success in the contact center.

Contact Center 52

Contact Center Metrics outsourcing Abandon rate 52

Calltools

DECEMBER 12, 2018

Metrics drive the success of any call center. In today’s IoT (Internet of Things) landscape, analyzing big data is now a crucial factor that must be embraced by call centers for collections, customer service, and sales. This accelerates your conversion cycle and improves your metrics. How does this work?

Metrics 45

Metrics Analytics Call Center Sales 45

ShepHyken

DECEMBER 12, 2016

(Boomtrain) Artificial Intelligence, machine learning, and big data analytics have been around for a while in the B2B world. My Comment: Personalization is becoming one of the best ways to deliver a better customer experience and artificial intelligence (AI) is playing a big role in helping companies deliver that better experience.

Customer Service 259

Customer Service Chatbots Metrics Contact Center 259

Beyond Philosophy

AUGUST 15, 2019

The Types of Data for Your Metrics. Peppers says there are two different types of data that feed your metrics: Voice of Customer (VOC) Data: Peppers calls these metrics interactive data, meaning your customer interacts with you through a poll. VOC Data Can Be Deceiving Where Numbers Are Not.

Metrics 314

Metrics Finance Surveys Consulting 314

ShepHyken

JULY 1, 2019

Digital disruption, IOT, AI, big data, sophisticated and mysterious algorithms, bots…and the list goes on. Focusing on metrics, training and AI is this author’s formula for delivering a better experience that gets makes customers want to come back for more. George Averling) I used to be bamboozled by the world of digital.

Journey mapping 302

Journey mapping Customer Service B2C Big data 302

NobelBiz

DECEMBER 19, 2023

According to Forbes, call center metrics are the data harvested from all the solutions used to operate a call center, such as call center management (CCM) and customer relationship management (CRM) platforms. By analyzing this data in real-time, they can quickly identify patterns or trends that may indicate areas for improvement.

Call Center 106

Call Center Management Wait times Contact Center 106

AWS Machine Learning

MARCH 3, 2023

The configuration tests include objective metrics such as F1 scores and Precision, and tune algorithm hyperparameters to produce optimal scores for these metrics. His knowledge ranges from application architecture to big data, analytics, and machine learning.

Benchmark 75

Benchmark Big data Banking Analytics 75

Talkdesk

AUGUST 7, 2017

Ernest is the Group Product Manager of Data & Analytics at Talkdesk and a session host at the Opentalk 2017 in SF. . The origins of customer satisfaction (or CSAT), as a metric, date back to the 1970s — an era in which the business world was much more obsessed with supply chains and pricing than customers or service.

Metrics 40

Metrics Customer Service Upselling Advertising 40

Talkdesk

AUGUST 7, 2017

Ernest is the Group Product Manager of Data & Analytics at Talkdesk and a session host at the Opentalk 2017 in SF. . The origins of customer satisfaction (or CSAT), as a metric, date back to the 1970s — an era in which the business world was much more obsessed with supply chains and pricing than customers or service.

Metrics 40

Metrics Customer Service Upselling Advertising 40

AWS Machine Learning

SEPTEMBER 9, 2022

This is Part 2 of a series on using data analytics and ML for Amp and creating a personalized show recommendation list platform. The platform has shown a 3% boost to customer engagement metrics tracked (liking a show, following a creator, enabling upcoming show notifications) since its launch in May 2022.

Personalization 72

Personalization APIs Engineering Metrics 72

SharpenCX

NOVEMBER 18, 2020

Ask any contact center leader for data and you’ll likely end up with a hefty pile of metrics and analytics. Most companies can pull up copious documents, spreadsheets and reports with endless data and analytics. But too often, that data just sits there, gathering digital dust.

Contact Center 67

Contact Center Big data Coaching Metrics 67

AWS Machine Learning

FEBRUARY 15, 2024

With the use of cloud computing, big data and machine learning (ML) tools like Amazon Athena or Amazon SageMaker have become available and useable by anyone without much effort in creation and maintenance. The predicted value indicates the expected value for our target metric based on the training data.

Metrics 91

Metrics Analytics APIs Big data 91

Lumoa

SEPTEMBER 30, 2022

Improving Products and Services Through Big Data. Big data, which is the vast amount of information collected from different customer touchpoints, has already fueled the growth of the financial industry. . In the past, the biggest challenge wasn’t the collection, but the analysis and interpretation of this data.

Banking 94

Banking Customer Experience Big data Chatbots 94

C3Centricity

MAY 25, 2020

A 2015 Capgemini and EMC study called “Big & Fast Data: The rise of Insight-Driven Business” showed that: 56% of the 1,000 senior decision makers surveyed claim that their investment in big data over the next three years will exceed past investment in information management. ” Bold words indeed!

Technology 77

Technology Big data Analytics Personalization 77

360Connext

SEPTEMBER 27, 2017

There is No Perfect Metric. Leaders have spent years banging the drum for one metric or another as the perfect way to track customer experience. But the trend now is to look beyond one metric and embrace the mix of ways to measure the experience. Soft Data is Perfectly OK.

Banking 124

Banking Metrics Big data Consulting 124

ShepHyken

AUGUST 28, 2017

This guide will discuss important metrics to consider when measuring satisfaction, and how to achieve customer happiness and retention along the way. Antavo) Online eCommerce giants are moving into the offline sphere and we’re seeing more and more innovative solutions based on Big Data.

Customer Service 199

Customer Service Contact Center Benchmark Big data 199

Jon Arnold

OCTOBER 16, 2020

What began as an exploration of contact center reporting, soon became a bigger exercise in the ever-expanding world of Big Data, and that has inevitably taken me into the adjacent galaxy of BI – business intelligence. The cloud has changed everything, and that brings us to Big Data. The mind boggles.

Big data 98

Big data Contact Center Analytics Metrics 98

AWS Machine Learning

MAY 3, 2023

The managed cluster, instances, and containers report metrics to Amazon CloudWatch , including usage of GPU, CPU, memory, GPU memory, disk metrics, and event logging. It was designed to restart and scale up the SageMaker Processing cluster based on performance metrics observed using Lambda functions monitoring the jobs.

Engineering 70

Engineering Metrics APIs Big data 70

Callminer

SEPTEMBER 14, 2020

They serve as a bridge between IT and other business functions, making data-driven recommendations that meet business requirements and improve processes while optimizing costs. That requires involvement in process design and improvement, workload planning and metric and KPI analysis. Kirk Chewning. kirkchewning.

Call Center 182

Call Center Analytics First call resolution Metrics 182

CSM Magazine

DECEMBER 4, 2023

Furthermore, the integration of digital technologies, including artificial intelligence, blockchain, and big data, augments these ESG capabilities. The dynamic nature of ESG metrics and their multifaceted relationship with CFP necessitates a detailed and layered analytical approach.

Government 105

Government Morale Finance industry standards 105

AWS Machine Learning

FEBRUARY 13, 2024

Before moving to full-scale production, BigBasket tried a pilot on SageMaker to evaluate performance, cost, and convenience metrics. Use SageMaker Distributed Data Parallelism (SMDDP) for accelerated distributed training. Log model training metrics. Use a custom PyTorch Docker container including other open source libraries.

Engineering 100

Engineering Gamification Scripts Big data 100

AWS Machine Learning

SEPTEMBER 9, 2022

Amp wanted a scalable data and analytics platform to enable easy access to data and perform machine leaning (ML) experiments for live audio transcription, content moderation, feature engineering, and a personal show recommendation service, and to inspect or measure business KPIs and metrics. Data Engineer for Amp on Amazon.

Analytics 69

Analytics Engineering APIs Metrics 69

Call Design

SEPTEMBER 21, 2021

The contact centre industry is no different from any other and analysing big data allows managers to refine output more accurately than ever before. Gamification allows you to manage metrics during the training process, enabling managers to understand the strengths and weaknesses of agents in a quantifiable manner.

Gamification 78

Gamification Schedule adherence Average Handle Time First call resolution 78

Callminer

MARCH 9, 2020

“Companies have moved beyond simple ‘do we have enough people’ approaches that measure average handle time to become more concerned with customer satisfaction metrics such as net provider scores — taking into account the skill sets of organizations,’ said Roger Woolley, Verint’s vice president, Solutions Marketing.”

Best practices 182

Best practices Call Center Analytics Metrics 182

C3Centricity

MARCH 15, 2018

A 2015 Capgemini and EMC study called “Big & Fast Data: The rise of Insight-Driven Business” showed that: 56% of the 1,000 senior decision makers surveyed claim that their investment in big data over the next three years will exceed past investment in information management. ” Bold words indeed!

Big data 82

Big data Analytics Personalization Entertainment 82

AWS Machine Learning

FEBRUARY 2, 2023

The player data was used to derive features for model development: X – Player position along the long axis of the field Y – Player position along the short axis of the field S – Speed in yards/second; replaced by Dis*10 to make it more accurate (Dis is the distance in the past 0.1

Calibration 74

Calibration Engineering Big data Automotive 74

Fonolo

FEBRUARY 15, 2018

Go beyond the standard call center metrics! Technology has made it simple to track customer preferences, and big data provides trends and insights. Organizations that use this data properly can give their customers a better and more personalized experience, outshining the competition. 1) Rethink Your Channels.

Call Center 75

Call Center Contact Center Big data Coaching 75

Hero Digital

APRIL 15, 2019

In 2011, a McKinsey Global Institute report celebrated the potential for big data: “…we are on the cusp of a tremendous wave of innovation, productivity, and growth, as well as new modes of competition and value capture…”. Despite increased spending, many are failing in their efforts to become data-driven.

Analytics 64

Analytics Big data Metrics Marketing 64

SharpenCX

OCTOBER 7, 2022

In an AI exercise, if the vendor keeps asking for more and more data, that is a red flag. It basically means that the lab-version of their model, with your data, is not seeing results. Start asking for model validation graphs on contact center performance metrics. Be wary of “statistics-speak”. Keep perspective.

Contact Center 67

Contact Center Contact center software Big data Engineering 67

CustomerSuccessBox

JUNE 20, 2022

A customer succes software is specialized software that takes the customer data from your existing tech stack to provide you with a 360-degree view of your customers and their account health. In general, this tool offloads the heavy work of tracking and managing all the customer success metrics.

Upselling 52

Upselling SaaS CRM Multi-channel support 52

AWS Machine Learning

OCTOBER 27, 2022

After the predictors have been created, we evaluated their quality metrics in the predictors dashboard. For customized evaluation and analysis, you can also export the forecasted values to evaluate predictor quality metrics. We use the AutoPredictor API, which is also accessible through the Forecast console.

APIs 97

APIs Best practices Metrics Government 97