The Top 50 Marketing Analytics & Data Analysis Certifications & Courses
Callminer
APRIL 19, 2020
Big Data represents a major opportunity for companies to turn all this readily available data into business intelligence and transform decision making.
6 Online Data Analyst Courses
JivoChat
JANUARY 31, 2023
Data-driven decisions are essential in businesses to diminish the chances of errors, and online data analyst courses will teach you how to interpret data precisely. Check out the article to know more about the courses that can help you boost your career, and increase your chances of creating successful projects.
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5 Top Customer Service Articles for the Week of August 28, 2017
ShepHyken
AUGUST 28, 2017
Business Over Broadway) The tools and methods of artificial intelligence, machine learning and predictive analytics will play a major role in helping businesses better understand and manage the customer experience. Taking the time to read this is like attending a high-level graduate course. Sauter and Evan Comen. (24/7 24/7 Wall St.)
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Why Technology Won’t Help You Understand Your Customers
C3Centricity
MAY 25, 2020
And of course the latest covid-19 epidemic will hasten many others to unfortunately follow suit in the coming months. If you’re interested in reading an analysis of the US Retail Apocalypse and the 23 big retailers closing stores then I highly recommend this post on Fox Business from last year.
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Speech Analytics: Changing the Game for Contact Center Technology
NICE inContact
JUNE 30, 2016
Speech Analytics allows customer support organizations to analyze audio of customer interactions for mentions of keywords or phrases, call themes, as well as the sentiment and emotions of callers. One reason for the struggle with Speech Analytics is a lack of in-house analytical talent. Inability to Show or Measure ROI.
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You’ve Got Data? Well Don’t Start There!
C3Centricity
MARCH 15, 2018
Did the title about data make you curious? Of course, in today’s data-rich environment I’m not really suggesting that you actually ignore it! 65% admit they risk becoming irrelevant and uncompetitive if they do not leverage data.
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21 Business Analysts & Call Center Leaders Reveal the Optimal Role of the Business Analyst in Call Center Operations
Callminer
SEPTEMBER 14, 2020
For instance, to improve key call center metrics such as first call resolution , business analysts may recommend implementing speech analytics solutions to improve agent performance management. Successful call centers use analytics to help aid, streamline and maximize customer service and sales needs…”. AmraBeganovich. Kirk Chewning.
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Technology Based Solutions to Enhance Customer Retention Strategies
TechSee
APRIL 3, 2018
For example, if a company began 2017 with 50,000 customers and lost 2500 over the course of the year, the churn rate would be 5%. McKinsey reports that a comprehensive, analytics-driven approach can help telecom companies reduce churn by as much as 15%.
Millennial Generation Customer Service – The Ultimate Guide
TechSee
OCTOBER 9, 2018
Adopt an omni-channel approach: To enhance customer satisfaction, more and more companies are providing a seamless omni-channel customer experience by delivering an integrated and frictionless transition between multiple touchpoints—including the web, voice, chat, messaging, video, email, and of course, social media. . Pay attention.
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Are Smart Things Really Smart or is it Just Smart Marketing?
C3Centricity
DECEMBER 1, 2020
And this is thanks to the increased use of data, or as we now like to term it Big Data, and algorithms to analyse it all. . Data gives us information about what to do, or more precisely, AI now controls many of the processes in which we are involved. It’s not that Big Data is smarter.
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Prescriptive analytics: The way forward for Big Data
Hero Digital
FEBRUARY 20, 2020
Of course, if they shipped an item that the customer did not buy or want, the customer would simply refuse the package. This, in a nutshell, is prescriptive analytics. This evolved into predictive analytics, where the focus was on predicting what consumers would do next. This, of course, had a much higher business value.
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Analytics: Back to the future again
Customer Interactions
NOVEMBER 6, 2014
Analytics - video, voice, biometrics - have matured over the years, from the Sci-Fi phase where everyone''s expectations were unrealistic, to more practical, and now it seems, back to the future again. As public safety and security operations prepare for an onslaught of Big Data, analytics are taking center stage.
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The Next Act: The AI-Enabled Contact Center
DMG Consulting
AUGUST 31, 2018
These and many other technological and social innovations have been enabled by mega trends that include big data, analytics, mobility, increased server processing speeds (and decreased costs), the market influence of Millennials (the “smart-device” generation), the gig economy, and of course, the cloud.
Rewriting the Learning Process: How Essay Writing Apps are Shaping the Future of Academics
CSM Magazine
SEPTEMBER 1, 2023
Of course, because of technology, all of that has gone through a massive transformation. Elevating Research and Data Collection: The Digital Edge in Information Gathering There were 4.95 82% of organizations that use digital tools like data analytics to maximize research and data collection saw revenue growth in the last 3 years [2].
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Are softer skills for analysts being neglected?
Peter Lavers
NOVEMBER 26, 2015
In my new line of work, I get to speak at industry conferences, read data/analytics/research publications and scan the plethora of blogs or social media comments on this topic. All these are understandable challenges or excuses, more than one resonates with me from my time creating & leading large CI teams.
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How To Use Gamification To Improve CX In Your Contact Centre
Call Design
SEPTEMBER 21, 2021
Understanding that every agent is different, catering for their unique characteristics, behaviours, and preferred learning styles is vital to the training courses they do. Data Analytics. Textbook knowledge, learning from presentations or listening to co-workers presents limitations when training agents.
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Cloud-Based ACDs and Dialers Come of Age
DMG Consulting
DECEMBER 10, 2018
This has been the case for the past 40 years, but now the vendors are adding analytics, big data, artificial intelligence (AI) and robotic process automation (RPA) to help companies work smarter instead of harder. RPA is also finding its way into the contact center world. Learn more at www.dmgconsult.com.
How to Improve Digital Customer Experience in Banking
REVE Chat Blog
FEBRUARY 12, 2020
Innovation in data collection, analytics, and channel strategies has enabled financial institutions to diversify means of engaging customers , building better relationships through real time assistance. The customer experience in banking has taken a big leap through proactive communication with customers. Let’s dive in: 1.
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Workforce Optimization Ushers in the Real-Time Contact Center
DMG Consulting
APRIL 16, 2019
These innovations have come hand in hand with megatrends that include Big Data, analytics, mobility, increased server processing speeds (and decreased costs), the market influence of Millennials (the “smart device” generation), the gig economy, and, of course, the cloud. ANALYTICS RECEIVES AN ENCORE.
Talking Omnichannel But Organised Multi Channel?
Peter Lavers
NOVEMBER 16, 2017
You also have access to fantastic tools such as IBM Watson’s cognitive technology, which are helping unscramble big data and complex customer journeys in a way that’ll never be achieved with brown paper and post-it notes! Most corporations still only have the product P&L lens, and of course that will still be important.
QBR in SaaS: Is the traditional QBR dead?
Totango
SEPTEMBER 1, 2022
In addition to relying on outdated data, the traditional QBR model fails to take advantage of the latest tools for agile innovation in digital technology, AI, and big data analytics. Today’s competitive SaaS company needs a digital, data-driven, AI-powered approach to QBRs for SaaS. Reimagining the SaaS QBR .
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Why Customer Experience Excellence Requires HR Engagement
ClearAction
APRIL 3, 2015
It would help chart the course for the org’s competitive advantage. Weave CX into all courses; don’t treat it always as a standalone / add-on. And see how data can provide HR with meaningful insights to maximizing ROI of the work done by HR and employees collectively. Strategic Contributions. —@Lynn_Teo.
Innovation Is What Makes Us Great
DMG Consulting
MARCH 1, 2019
Once this occurs, companies will be able to focus on delivering the products and services that customers want and need without having to dedicate so much time and so many resources on protecting customer data. Or how about a time when delivering a consistently outstanding customer experience won’t be a guessing game, as it is today?
Everything you need to know about Customer Success Software.
CustomerSuccessBox
JUNE 20, 2022
To do that, they need to: Track a dozen of complex metrics, Study analytics, Optimize the onboarding workflows, and Monitor the “n” number of other tasks. For modern Customer Success teams to quickly detect and course-correct wayward consumers, deep sentiment analysis of conversations, much beyond Net Promoter Score (NPS), will be necessary.
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Leveraging Big Data to Fine Tune Customer Experiences
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. If you ask us, though, the best customer experiences today are supported by customer journey analytics.
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Time for a Research Renaissance?
CX Journey
MAY 19, 2016
With regard to the cause of this "demotion," many cite the rise of executive interest in Big Data and Analytics. It seems that customer research is now often viewed as the poor relation to a more "modern" data analysis solution. No, of course not. So, how about the 14th Century?
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CMO Perspectives (25th Jul, 2014)
Customer Interactions
JULY 7, 2015
Our team put a lot of care into selecting these articles for the information, and engaging style, with a particular focus on customer analytics and big data insights. And of course, don’t forget to share the knowledge with other CMOs.
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28 Call Center, Contact Center and Customer Experience Events – April 2018
Taylor Reach Group
MARCH 26, 2018
as we explore the many activities and opportunities that will help your company navigate a successful course in the multifaceted customer service and support world. Monetising Big Data in Telecoms World Summit 2018 April 23 – 24, Singapore. Smart Customer Service 2018 April 9 – 11, Washington, DC. Join us in Washington, D.C.
How to Be 2 Steps Ahead in Anticipating Your Customer Needs
Kayako
MAY 11, 2017
Both of these amenities are now par-for-the-course which brings up a point…. If you’ve established a foundation of loyal customers, you can use predictive analytics and customer relationship management systems to anticipate effective ways of reaching new prospects in the future. Exceeding expectations is an ongoing, cyclical process.
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Intelligent document processing with AWS AI services: Part 2
AWS Machine Learning
AUGUST 15, 2022
Across multiple industries, customers need to process millions of documents per year in the course of their business. Anjan works with enterprise customers and is passionate about developing, deploying and explaining AI/ML, data analytics, and big data solutions.
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74 Everything You Have To Know About Exceptional Customer Service
LiveChat
NOVEMBER 28, 2016
Of course, it’s good that you’re customer-focused. Well, the response is one: big data. There are some basic metrics that you will surely see in your Google Analytics like unique visitors, page views or average time spend on your website. You think it over and you decide to send a discount code to your customer base.
Contact Center Performance: How To Turn Operations Around When Things Are Going Bad?
NobelBiz
AUGUST 3, 2021
The perks of Speech Analytics Because of the evolution of conventional systems and the application of new technologies, customer services can now analyze increasingly huge amounts of data, which has become critical for spotting optimization or transformation opportunities in near real-time.
9 Physical Security Trends for 2014
Customer Interactions
JANUARY 30, 2014
Advancements in video analytics and system integration have transformed security technology into a business insight tool that can yield a greater ROI for the entire organization. Of course not. Big Data and physical security – where hype meets reality. But does this help you know where the suspect is right now?
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3 CEO Arguments to Win Budget for Customer Success
ChurnZero
DECEMBER 11, 2020
For instance, look at ChurnZero which provides big-data ingestion, advanced analytics, health scorin g, large-scale workflows, native integrations, and campaign automation – not to menti on t he security, scalability, and interconnecti on of all that functionality. .
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59 The CSAT Revolution: How a Traditional Metric is Disrupting Customer Service Standards
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. . This piece was originally written by Ernest Wong for Opentalk magazine. In order to talk about the future of anything, one must almost always first reflect on its past.
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The CSAT Revolution: How a Traditional Metric is Disrupting Customer Service Standards
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. . This piece was originally written by Ernest Wong for Opentalk magazine. In order to talk about the future of anything, one must almost always first reflect on its past.
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BI with an IQ - Revisited
Xaqt
FEBRUARY 6, 2020
Back then, Artificial Intelligence, APIs, Robotic Process Automation (RPA), and even "Big Data" weren't things yet. The topics de jour were web services, service orientated architectures (SOA), Computer Telephony Integration (CTI), SIP was coming of age, and analytics for the sake of analytics.
Want to Know More About Machine Learning and AI?
Natalie Petouhof
MAY 30, 2017
It’s the Data, Stupid. Of course, as with any business initiative, you’ll want to create value. But for those systems to provide value, companies will need to begin by evaluating their organization’s data maturity, but more importantly their readiness to accomplish its data-driven goals.
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The IoT Chronicles Part 1: Demystification and Strategy
Avaya
NOVEMBER 14, 2016
This is the first in a this four-part blog series, a crash course on the ever-growing world of connected “things”—from top challenges to solutions to predictions and trends. A retailer may be focused on detecting the proximity of a customer in order to push relevant promotions based on big data analytics. What is the IoT?
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9 Winning Tactics for Customer Engagement in Contact Centers
NobelBiz
MARCH 29, 2022
Call Center Data management Even though big data is at the center of every brand’s digital transformation, you still need to know how to acquire and analyze it efficiently. Contact Center data management is a lever for optimizing consumer interaction.
Guest Post: 6 Customer Service Trends That You’ll Want to Adopt in 2022
ShepHyken
JULY 8, 2022
Of course, many companies use bots to automate customer support. . Predictive Analytics will help businesses to stay ahead and provide high-touch CX. Predictive analytics is an effective way to solve problems. Simply put, predictive analytics is a branch of advanced analytics used to predict the future.
Guest Post: 5 Unexpected Uses for Customer Data
ShepHyken
OCTOBER 2, 2020
Customer data analytics is possible due to the rise of IoT, Big Data, and, of course, AI. It’s well-known that businesses use Big Data to target customers. Customer data makes our world client-oriented. The technologies will continue to evolve. Connect with Customers on a Deeper Level.
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11 Customer Experience Flaws that Predict a Company?s Failure
CSM Magazine
JUNE 21, 2018
You can take your pick from new digital technologies like AI, Big Data and chatbots or numerous other approaches such as TQM, Six Sigma, ISO and Kaizen to get better. Too often, these efforts cannot be executed well because employees are drowning in meetings, data and paperwork. The Tool-Chest Dilemma. but the game has changed.
How to Choose the Best Data Visualization Tools
Callminer
NOVEMBER 6, 2019
Big data is getting bigger with each passing year, but making sense of trends hidden deep in the heap of 1s and 0s is more confounding than ever. As metrics pile up, you may find yourself wondering which data points matter and in what ways they relate to your business’s interests. Data Permission. Data Preparation.
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