Expivia

NOVEMBER 20, 2020

This week we will be talking about 10 unique use cases for speech analytics. Speech analytics is evolving to have use cases not yet thought of. For those of you who use speech analytics and want to expand the ROI for them, this is for you. Generating Marketing Data. Proactive Customer Service. Finding Out Why.

Analytics 98

Analytics Morale Finance Benchmark 98

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! 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.

Big data 82

Big data Analytics Personalization Entertainment 82

Comm100

APRIL 10, 2024

We will also consider how AI algorithms are used to process customer data patterns to predict their service requirements – dealing with issues before they even arise. The benefits of AI in customer service also range beyond predicting the needs of the customer, with algorithms able to process data to provide valuable insights.

Customer Service 84

Customer Service Chatbots Analytics Big data 84

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

Connect

APRIL 18, 2024

The technology can also boost agent productivity with automation, real-time guidance, and performance coaching and enhance operational efficiency by reducing costs, optimising resources, and enabling data-driven decisions. However, Gen AI is not a plug-and-play solution.

Virtual Agent 86

Virtual Agent Chatbots Average Handle Time Engineering 86

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. These data can be organized and analyzed to help better understand what’s happening in the call center .

Call Center 106

Call Center Management Wait times Contact Center 106

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. They want to feel known.

Contact Center 67

Contact Center Big data Coaching Metrics 67

Cincom

OCTOBER 14, 2020

For marketing, digital transformation has always been about data. Data has been the essential raw material used to identify market segments, market size, audience, buyer preferences, message content, contact qualification and all the other metrics and values required to market a product. Where Does Marketing Get Its Data Today?

Marketing 52

Marketing Analytics Call Logging Enterprise 52

C3Centricity

MAY 25, 2020

In today’s data-rich environment I’m not really suggesting that you actually ignore data nor technology! In fact it seems to drown out their reasoning of what to do with all the data and they remain frozen in indecision. The Current Situation with Data. Is this your case? The Opportunity.

Technology 77

Technology Big data Analytics Personalization 77

CSM Magazine

DECEMBER 4, 2023

A recent survey reveals that a significant 75% of investors believe companies should prioritize addressing ESG imperatives, even if it means foregoing short-term profitability. Furthermore, the integration of digital technologies, including artificial intelligence, blockchain, and big data, augments these ESG capabilities.

Government 105

Government Morale Finance industry standards 105

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. Learn more about how speech analytics can benefit your call center operation by downloading our white paper, 10 Ways Speech Analytics Empowers the Entire Enterprise.

Call Center 182

Call Center Analytics First call resolution Metrics 182

Outsource Consultants

MARCH 14, 2018

Do customer surveys matter? In a recent article , Martin Powton discusses ten reasons why conversational surveys are not redundant and can still provide value to companies and customers. The following are a few of his reasons: Big data and social analytics are usually lagging indicators. Need Customer Surveys?

Call Center 52

Call Center Surveys Telemarketing outsourcing 52

Clarabridge

SEPTEMBER 19, 2017

Clarabridge works with hundreds of organizations that started their CEM program with surveys. Our common refrain has been: “Your surveys are good, but at some point they stop working.”. Medallia agrees, go here to hear Amy Pressman, President and Co-Founder of Medallia, tell you that surveys don’t work.

Surveys 40

Surveys Big data Analytics Engineering 40

Clarabridge

MARCH 21, 2017

Big data can be overwhelming. It’s just…well, big. And while customer experience management (CEM) activities should be data-driven, it is hard to figure out which data to use. Every industry, and every company, will have different types of data to look at. These are the ones to examine closely.

Customer Experience 61

Customer Experience Big data Journey mapping Metrics 61

AWS Machine Learning

NOVEMBER 8, 2023

times more energy efficient than the median of surveyed US enterprise data centers and up to 5 times more energy efficient than the average European enterprise data center. Memory consumption – Inefficient memory management in unoptimized code can result in unnecessary memory allocation, deallocation, or data duplication.

Analytics 95

Analytics Enterprise Scripts Big data 95

TechSee

OCTOBER 9, 2018

According to a survey by Desk.com , 25% of millennials expect to get a response within 10 minutes after reaching out for customer service via social media. According to a Techsmith survey , Millennials are twice as likely to choose visual communication methods, such as screenshots, screencasts, or videos, compared with Baby Boomers.

Customer Service 359

Customer Service Self service Virtual Agent Chatbots 359

VocalCom

MARCH 11, 2019

When companies use big data to analyze their customers’ habits and preferences, it’s often the structured, quantitative kind that is considered. Customer sales data and contact center KPIs such as the Net Promoter Score may provide valuable information, but such numbers reveal little about your customers’ feelings and expectations.

Contact center software 48

Contact center software Big data Contact Center Customer centricity 48

C3Centricity

DECEMBER 1, 2020

Smart Data. 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. . AI and ML can recognise patterns in the data and then apply their “learnings” to future processes. It’s not that Big Data is smarter. ” Why?

Marketing 71

Marketing Big data Customer centricity B2C 71

CSM Magazine

MARCH 1, 2024

The advent of AI-driven support systems has not only expedited response times but also brought a wealth of user data to the fingertips of cryptocurrency exchange platforms. By analyzing this data, platforms can identify common pain points, rectifying them to streamline the user journey.

Finance 52

Finance Big data Feedback Technology 52

aircall

MARCH 19, 2021

Our world is driven by data. By 2025, global data is projected to grow to 175 zettabytes. What happens to all this data? For some businesses, they use this customer data to gain unique insights to improve things like sales performance or the customer experience. What is Customer Data? Identity Data.

Sales 62

Sales CRM Marketing Best practices 62

Maru Group

MAY 23, 2019

I can browse sites for hours, but the one thing that ruins the whole experience for me is having a bland and clearly templated web survey pop up from some third-party company that interrupts my shopping. Tailor the survey experience. Today’s shoppers are forever on-the-go and increasingly shopping and engaging brands on mobile devices.

Surveys 40

Surveys Feedback Big data Analytics 40

Maru Group

MAY 23, 2019

I can browse sites for hours, but the one thing that ruins the whole experience for me is having a bland and clearly templated web survey pop up from some third-party company that interrupts my shopping. Tailor the survey experience. Today’s shoppers are forever on-the-go and increasingly shopping and engaging brands on mobile devices.

Surveys 40

Surveys Feedback Big data Analytics 40

CSM Magazine

MARCH 12, 2018

Although customer analytics and big data are all the trend, you shouldn’t lose sight of the fact customer surveys are a tried and tested method to understand how your business is doing and what your customers want from you. Here are my top 10 tips for creating a successful customer survey. Survey non-customers.

Surveys 40

Surveys Big data Feedback Analytics 40

Natalie Petouhof

AUGUST 15, 2022

Ideally, listening uses advanced analytics and artificial intelligence (AI) to uncover issues and opportunities. But gathering the Voice of the Customer (VoC) and the Voice of the Employee (VoE) can seem daunting with the huge volumes of data spread across channels and platforms. But there’s still work to be done.

Customer Experience 52

Customer Experience Analytics Big data Surveys 52

Etech GS

JANUARY 28, 2019

For instance, data insights play a pivotal role in CX enhancement. However, customer experience data comes in the form of messy, unorganized datasets that need to be reformed into rational patterns to derive positive outcome. Big Data Analytics. Big data analytics is a game changer of the CX world.

Technology 70

Technology Customer Experience Big data Analytics 70

Jive

SEPTEMBER 21, 2018

We’ll see the Internet of Things affecting offices, allowing remote access to valuable data. The Internet of Things is expected to generate more data than we could possibly process—an estimated 600 zettabytes by 2020. Big Data is how we’ll make sense of it all, which is why the industry is expected to reach $102 billion by 2019.

Big data 75

Big data Healthcare voip Analytics 75

CSM Magazine

DECEMBER 19, 2023

Research and market analytics When growing your small business, check out the market. To conduct market research, you can use analytics. You can either buy big data from other companies or use data analytic tools to gain customer insights. It helps you know your current customers and find new ones.

Advertising 52

Advertising Analytics Marketing Big data 52

DMG Consulting

MAY 22, 2017

Using Interaction Analytics to Improve the Customer Journey (whitepaper). Sharing speech and text findings with a customer journey analytics (CJA) solution is a great way to expand the benefits and contributions of Interaction Analytics. DMG Surveys. I would like to participate in future DMG Surveys. Introduction.

Analytics 48

Analytics Consulting Consulting Surveys 48

Aspect

NOVEMBER 7, 2018

Digital technologies like AI, IoT, and big-data analytics have been creeping into the customer experience for some time now but only recently have businesses really started to take serious notice. A smartphone user survey by App Annie last year they found that the average U.S. But what is fact and what is fiction?

Big data 101

Big data Analytics Technology Contact Center 101

CX Journey

DECEMBER 13, 2017

Image courtesy of Pixabay "Data is just data until you do something with it," right? That statement has plagued companies for a long time and for a variety of reasons - not the least of which is that they just don’t know what to do with the data: how to analyze it, how to use the outputs, what the outputs mean, etc.

Analytics 45

Analytics Customer Experience Big data Surveys 45

Calabrio

NOVEMBER 25, 2020

Technology is also creating new opportunities for contact centers to not only better serve customers but also gain deep insights through Big Data. With analytics, contact centers can leverage their data to see trends, understand preferences and even predict future requirements. We’ve covered a lot of ground here.

Contact Center 122

Contact Center Self service Analytics Banking 122

TechSee

APRIL 3, 2018

Customers have unprecedented access to data, enabling easy comparisons of alternatives, as well as hassle-free provider changes with a simple click of a button. In fact, data from Walker predicts that customer experience will overtake price and product as the key brand differentiator for B2B by 2020.

Customer retention 141

Customer retention Technology Analytics Technical Support 141

DMG Consulting

MAY 26, 2020

2019 was the year of artificial intelligence (AI), automation and analytics, a trend that has continued in 2020 and into the foreseeable future, despite the pandemic. Adoption of cloud-based recording is starting to pick up momentum, as is analytics-enabled quality management (QM). . WFO Trends in 2020.

Analytics 96

Analytics Contact Center APIs Consulting 96

CSM Magazine

JULY 29, 2021

Addepto is one of the top data science and AI consulting companies operating in over 12 countries. 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.

Real estate 98

Real estate Engineering Consulting Consulting 98

NICE inContact

JUNE 9, 2016

This is a story about finding the hidden gems in your customer interaction data. And the good news is you don’t need “Big Data” to find them. There is so much value in “small” quality management data. In the age of big data, insights around workflow processes and creating better documentation can be lost.

Big data 48

Big data Analytics Contact Center Surveys 48

JivoChat

FEBRUARY 13, 2022

Artificial intelligence has been often used to help improve marketing results, for example, through web analytics tools. It’s implemented, for example, to collect and analyze data, enabling us to make data-driven decisions and to build customer profiles. . Have you ever heard of AI marketing?

Marketing 52

Marketing Big data Analytics CRM 52

CSM Magazine

MARCH 19, 2021

Further, the talented ISS team brings deep expertise in providing rich, loyalty-based consumer behavioural insights, which we look forward to leveraging, along with our unparalleled data assets from more than 500 million loyalty cards, to deliver enhanced collaboration and growth for IRI clients. ” About the IRI Partner Ecosystem.

Big data 52

Big data B2B Analytics Customer centricity 52