Connect

APRIL 18, 2024

Applying artificial intelligence (AI) in the contact centre has emerged as a prolific trend as the hype around Generative or Gen AI – the next iterative advancement in the technology – gathers pace.

Virtual Agent 86

Virtual Agent Chatbots Average Handle Time Engineering 86

ShepHyken

AUGUST 4, 2017

The continual advancement of digital technology is nothing new, yet providing an outstanding customer experience is now becoming more impossible to do without incorporating the latest digital elements into it. Companies are swimming in customer data and often have the tools to understand that data.

Big data 189

Big data Customer Experience Personalization Technology 189

CSM Magazine

OCTOBER 29, 2020

If you are keen on driving up revenue, maintaining customer loyalty, and establishing your company as a leader in your field, ensure to embrace the following technologies to take customer experience to the next level. Natural Language Processing (NLP) helps computers understand human language or unstructured text via syntactic analysis.

Technology 45

Technology Customer Experience CRM Scripts 45

aircall

FEBRUARY 24, 2021

Take a page from the book of the most successful sales managers and companies—they’ve already tried and tested every technology available, and have developed proven methods for setting up tools and processes to run more efficient and effective sales programs. Then, adapt your processes based on your analysis of the data.

Sales 62

Sales Technology call center software CRM 62

Customer Interactions

JANUARY 22, 2015

Bob Banerjee was interviewed for an article on Big Data for the new ASSA ABLOY Future Lab website. I invite you to read the full text of the article, the first of two articles in Future Lab’s Big Data series, below: Ask 10 experts to define Big Data and you’ll get three different answers.

Big data 28

Big data Technology Management 28

ShepHyken

SEPTEMBER 15, 2017

Recently I have read and written a lot about AI and as technology improves and acceptance grows AI will have a strong role in customer service. – Shep Hyken. Artificial intelligence marketing (AIM) is an innovative way for marketers to bridge the gap between data science and execution. But, that data is necessary to guide strategy.

Marketing 490

Marketing Advertising Big data Personalization 490

CSM Magazine

OCTOBER 28, 2020

If you are keen on driving up revenue, maintaining customer loyalty, and establishing your company as a leader in your field, consider embracing the following technologies to take customer experience to the next level. One technology that is driving the advances in customer service is Artificial intelligence (AI).

Technology 40

Technology Customer Experience CRM Scripts 40

AWS Machine Learning

FEBRUARY 2, 2024

And finally, how well is our reference data covering the questions being asked? In this post, you’ll learn about some of the considerations for embedding vector analysis and detecting signals of embedding drift. The question and the reference data then go into the prompt for the LLM.

Big data 93

Big data Technology Management Engineering 93

The Northridge Group

MARCH 28, 2022

Northridge employed a three-pronged approach to the analysis: Advanced data analytics – Using advanced data analytics and business intelligence tools, we integrated IVR data, call details and claims information across a multi-month timeframe. The data was loaded, cleaned, transformed, and analyzed using SQL tables.

Healthcare 120

Healthcare Analytics Contact Center First call resolution 120

Lumoa

SEPTEMBER 30, 2022

This includes an ever-changing landscape, increasing competition, and new technologies, among many other variables. . Now, banks are not only expected to provide immediate assistance but also to adopt real-time payment technologies. Improving Products and Services Through Big Data. Adapting Customer Service in Real-Time.

Banking 94

Banking Customer Experience Big data Chatbots 94

Callminer

SEPTEMBER 14, 2020

Business analysts must stay up to date on the latest call center technologies and solutions that can optimize, automate and modernize call center operations. 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.

Call Center 182

Call Center Analytics First call resolution Metrics 182

Clarabridge

FEBRUARY 14, 2017

Root cause analysis means looking at all your data to find out what is really causing the problems that your customers are experiencing. Then, they used text analytics to review data from the maintenance logs of those planes. Because of this root cause analysis, the engineering team redesigned the headrest fastening system.

Engineering 53

Engineering Metrics Analytics Feedback 53

CSM Magazine

MARCH 1, 2024

This vision is closer to reality than you might think, thanks to the rapid pace of technological advancements shaping the cryptocurrency landscape. The affect of technology on Solana’s price showcases how innovations can drive or stabilize the market value of such digital assets.

Finance 52

Finance Big data Feedback Technology 52

TechSee

FEBRUARY 1, 2021

No longer limited to providing basic phone and Internet service, the telecom industry is at the epicenter of technological growth, led by its mobile and broadband services in the Internet of Things (IoT) era. In the short-term, network automation and intelligence will enable better root cause analysis and prediction of issues.

Telecommunications 107

Telecommunications Chatbots Big data Average Handle Time 107

Clarabridge

FEBRUARY 14, 2017

Root cause analysis means looking at all your data to find out what is really causing the problems that your customers are experiencing. Then, they used text analytics to review data from the maintenance logs of those planes. Because of this root cause analysis, the engineering team redesigned the headrest fastening system.

Engineering 40

Engineering Metrics Analytics Feedback 40

Clarabridge

FEBRUARY 14, 2017

Root cause analysis means looking at all your data to find out what is really causing the problems that your customers are experiencing. Then, they used text analytics to review data from the maintenance logs of those planes. Because of this root cause analysis, the engineering team redesigned the headrest fastening system.

Engineering 40

Engineering Metrics Analytics Feedback 40

C3Centricity

MARCH 15, 2018

If so, then just follow the steps I detail below and you will soon be doubling, quadrupling, if not 10x the ROI of your data. The Current Situation with Data. Data is everywhere and most organisations are drowning in it! 65% admit they risk becoming irrelevant and uncompetitive if they do not leverage data.

Big data 82

Big data Analytics Personalization Entertainment 82

Clarabridge

DECEMBER 3, 2015

With the rise of the connected device, the data you need to drive deep, insightful behavioral analysis is now at your fingertips, transforming the level of personalized customer experiences that you can deliver. Connected devices and the challenge of Big Data.

B2C 40

B2C Self service Big data B2B 40

NICE inContact

JUNE 30, 2016

agents and employees) to listen and score calls and conduct this type of analysis. Speech Analytics has been a game-changer in this regard, allowing complete and in-depth analysis of 100% of customer interactions without the need for hiring a gigantic call Quality Assurance (QA) staff. You Still Need Analysts.

Analytics 49

Analytics Contact Center Technology First call resolution 49

C3Centricity

SEPTEMBER 24, 2017

I was giving a talk earlier this month in which I mentioned that technology is an enabler not a disruptor of business today. During the presentation at BPW I talked about the fact that technology is seen as the disruptor in business today, but it isn’t. Source: Marco Pacheco Executive Director JP Morgan. What do you think?

Technology 48

Technology Transportation Entertainment Customer centricity 48

TechSee

OCTOBER 31, 2018

No longer limited to providing basic phone and Internet service, the telecom industry is at the epicenter of technological growth, led by its mobile and broadband services in the Internet of Things (IoT) era. In the short-term, network automation and intelligence will enable better root cause analysis and prediction of issues.

Interactive Voice Response 100

Interactive Voice Response Telecommunications Chatbots Big data 100

Totango

SEPTEMBER 1, 2022

The traditional fixed quarterly review is being replaced by real-time performance monitoring and artificial intelligence data analysis, enabling you to stay engaged with clients between scheduled reviews. Here we’ll show you how to update your SaaS QBR strategy to keep up with the latest technology and best practices.

SaaS 97

SaaS Journey mapping Upselling Best practices 97

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. Partnership.

Analytics 64

Analytics Big data Metrics Marketing 64

Totango

JANUARY 26, 2021

Utilizing technology makes it one of the easiest ways to keep more customers. Read on to learn what churn is, how an attrition analysis can help you pinpoint why you’re losing customers, and what steps you can take to prevent customer churn. A churn analysis offers a tool designed precisely for this purpose.

Customer retention 89

Customer retention Sales Marketing Big data 89

CSM Magazine

MAY 26, 2023

Implementing Technology Solutions and Integrations Selecting the Right Data Management Software When it comes to effective data management, selecting the right software is crucial. Consider solutions that support various data sources, including big data, data lakes, and CRM systems.

Management 52

Management Government CRM Benchmark 52

Calabrio

NOVEMBER 25, 2020

These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center. In fact, technology is the driving force behind the biggest trends confronting contact centers today. Technology Fuels Contact Center Transformation.

Contact Center 122

Contact Center Self service Analytics Banking 122

Etech GS

JULY 23, 2019

The ability and evolution of computer learning have led to improved efficiency, personalization and excellent analysis of big data, thereby transforming the e-commerce landscape and created a standard of expectation from customers. Do not reinvent the business for the sake of being technologically advanced.

Personalization 40

Personalization Big data Analytics Chatbots 40

CSM Magazine

JULY 29, 2021

In general, Addepto’s services consist of comprehensive consulting services regarding big data analytics and data science, business intelligence (BI), machine learning (ML), artificial intelligence (AI), and even AI software development. Businesses use this technology to: Convert website visitors into leads. SoundHound.

Real estate 98

Real estate Engineering Consulting Consulting 98

JivoChat

FEBRUARY 13, 2022

It’s implemented, for example, to collect and analyze data, enabling us to make data-driven decisions and to build customer profiles. . AI marketing can give a deeper understanding of the customer journey through big data analytics and machine learning. Performance analysis. Reduce Errors. Smart bidding.

Marketing 52

Marketing Big data Analytics CRM 52

VocalCom

JULY 2, 2020

The merit of new technologies is not that it replaces employees but empowers them with tools to make them more productive, more creative, more comfortable – and, paradoxically, more empathetic. In other words, technology can make us more “human”. On the other hand, technology does more than answering the basic needs of customers.

Contact Center 62

Contact Center Self service Chatbots Virtual Agent 62

Back Office Centers

JANUARY 29, 2021

AI and big data analytics tools like data mining are key to highlighting insights in large datasets. As humans have started generating loads of data through their communication online and via their phones, capturing data has become a viable option for companies. The data, by itself, is useless. Scalability.

outsourcing 40

outsourcing Big data Analytics Technology 40

Peter Lavers

NOVEMBER 26, 2015

Ever since Google made “ data scientist ” the sexy job title for the decade, both suppliers and users have obsessed with technology and technical skills. As an Apple addict, I can sympathise with the attraction of new shiny technology & beautiful design.

CRM 100

CRM Analytics Consulting Consulting 100

AWS Machine Learning

DECEMBER 7, 2023

The technology company has revolutionized last-mile delivery with its grocery in-minutes delivery proposition. Upon analysis of the forecast results, we determined that CNN-QR surpassed the others in efficacy. She is passionate about learning and teaching cloud technologies. Getir is the pioneer of ultrafast grocery delivery.

Management 102

Management Engineering Analytics Construction 102

Beyond Philosophy

JULY 5, 2016

Most companies collect small and big data to do more targeted marketing selling, and use metrics like customer satisfaction, indices, NPS and/or CES to reward or punish employees. Market leaders must provide services and use technologies that restore empathy to the customer experience. The Four Principles of CX Design.

Customer Experience 210

Customer Experience Engineering Customer centricity B2C 210

Hello Customer

JUNE 21, 2023

In 2018 we saw a similar evolution in the data space. Up until then, organizations often used big data warehouses to centralize all their data. The downside was that that data never fitted a specific use case: the finance department wants to see data in a different way than the product or marketing team.

Customer Experience 52

Customer Experience Engineering Feedback Finance 52

Real Blue Sky

NOVEMBER 16, 2022

Use Natural Language Understanding (NLU) for customer sentiment analysis. In fact, tracking customer sentiment is now such an essential metric that 64% of companies consider following customer sentiment analysis critical for measuring #CX. Personalize CX with visual search and analysis. Use predictive data for marketing.

Customer Experience 52

Customer Experience Chatbots CRM Analytics 52

Real Blue Sky

NOVEMBER 16, 2022

Use Natural Language Understanding (NLU) for customer sentiment analysis. In fact, tracking customer sentiment is now such an essential metric that 64% of companies consider following customer sentiment analysis critical for measuring #CX. Personalize CX with visual search and analysis. Use predictive data for marketing.

Customer Experience 52

Customer Experience Chatbots CRM Analytics 52