Analytics Big data Customer effort Groups 
The Northridge Group
MARCH 21, 2022
Authored by Daniel Fenton , Director, Enterprise Accounts and Molly Clark , Senior Director, Operational Analytics. It’s every Contact Center manager’s worst nightmare, the customer who repeatedly calls back because their issue has not been resolved to their satisfaction. To learn more, contact us.
Mindtouch
APRIL 2, 2018
Agile for support increases efficiency, reduces customer effort , and delivers more value to customers faster. Dr. Michael Wu gave an engaging presentation showing how data tells a story. Dr. Wu pointed out that big data alone doesn’t provide the necessary information for machine learning because not all data is relevant.
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NobelBiz
FEBRUARY 22, 2023
As big Data for contact centers is bringing insights and business possibilities at every level of the organization if managed correctly. That is why Call center analytics enables you to collect and analyze customer data to prioritize them. This results in long hold times, lower resolution rates, and higher churn.
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.
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.
NobelBiz
AUGUST 3, 2021
but also qualitative: retention rate, customer satisfaction, Customer Effort Scores, etc. It is critical to spend time talking to them, both individually and as a group. In the early days of speech analytics, audio-mining systems turned audio recordings into text so that certain words or phrases could be searched for.
Tethr
DECEMBER 7, 2020
Clearly, in the eyes of customers, there is a significant opportunity to improve the way that companies handle issue resolution. And it makes a ton of sense for companies to close the performance gap here: repeat contacts are, by far, the most insidious of all sources of customer effort. Step three: Analyze.
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