Natalie Petouhof

JUNE 16, 2016

Businesses are becoming more aware of the computer industry and the software is improving with each release. Enterprise resource planning (ERP) within the cloud is the engine utilizing data produced on the plant floor to power manufacturers. Big data is popular amongst business intelligence and analytics applications.

Big data 49

Big data Engineering Enterprise Analytics 49

Zappix

FEBRUARY 27, 2024

With high-profile customers and industry-leading partners, Zappix is changing how consumers connect with businesses by bringing an AI-powered digital Engagement Platform to the market. Come join Zappix in Burlington MA and be part of a group bringing amazing new technology to the market.

Big data 52

Big data Self service Analytics Customer Care 52

Fonolo

DECEMBER 8, 2023

We live in an era of big data, AI, and automation, and the trends that matter in CX this year begin with the abilities – and pain points – ushered in by this technology. For example, big data makes things like hyper-personalized customer service possible, but it also puts enormous stress on data security.

Contact Center 81

Contact Center Big data Chatbots Scripts 81

Zappix

JANUARY 3, 2024

With high-profile customers and industry-leading partners, Zappix is changing how consumers connect with businesses by bringing On-Demand Digital Customer Service and Visual Self-Service solutions to the market. Come join Zappix in Burlington MA and be part of a group bringing amazing new technology to the market.

Sales 52

Sales Management Self service Big data 52

Zappix

JANUARY 3, 2024

With high-profile customers and industry-leading partners, Zappix is bringing On-Demand Digital Customer Service and Digital Patient Engagement Solutions to patients and consumers. The company utilizes cutting-edge cloud-based technology, including automation (RPA), Actionable Analytics, NLP, Big Data, and more.

Healthcare 52

Healthcare Sales Management Big data 52

Zappix

JANUARY 2, 2024

With high-profile customers and industry-leading partners, Zappix is changing how consumers connect with businesses by bringing On-Demand Digital Customer Service and Visual Self-Service solutions to the market. Come join Zappix in Burlington MA and be part of a group bringing amazing new technology to the market.

Marketing 52

Marketing Self service Big data Analytics 52

Zappix

JANUARY 3, 2024

With high-profile customers and industry-leading partners, Zappix is changing how consumers connect with businesses by bringing On-Demand Digital Customer Service and Visual Self-Service solutions to the market. Come join Zappix in Burlington MA and be part of a group bringing amazing new technology to the market.

Engineering 52

Engineering Sales Self service Big data 52

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. “Alexa, launch Netflix!”. With Gartner forecasting that 20.4 With Gartner forecasting that 20.4 Predictive maintenance.

Interactive Voice Response 100

Interactive Voice Response Telecommunications Chatbots Big data 100

CSM Magazine

JULY 16, 2020

Whatever the industry, successful companies know that building a business based on price alone is not sustainable. Here are 3 ways AI can help the insurance industry in key areas: 1. The UK general insurance market continues to be fiercely competitive. Customer service is what matters most.

Automotive 59

Automotive Transportation Enterprise Upselling 59

Outsource Consultants

DECEMBER 21, 2023

This time of year is crucial for many industries. We’ve written extensively about how BPO partners are changing the industry. For instance, leading BPOs now employ advanced AI-driven analytics to personalize customer interactions, a concept barely conceivable three years ago. Today, they’re innovation hubs.

Call Center 67

Call Center Virtual Agent outsourcing Upselling 67

Comm100

APRIL 10, 2024

AI is reshaping countless industries and services, and customer service is one such area that is changing for the better. By constantly monitoring and analyzing vast quantities of data (big data) AI can identify new trends, customer behaviors, customer preferences, common exit points in the customer journey, and much more.

Customer Service 82

Customer Service Chatbots Analytics Big data 82

Spearline

JUNE 13, 2019

With many millions of customer conversations happening each and every day, voice traffic is very much “big data” offering a world of insights to those who choose to look deeply. Voice analytics promises to measure customer emotion in each call, differentiating between happy, frustrated and other customer moods.

Analytics 40

Analytics Telecommunications Big data Customer emotions 40

AWS Machine Learning

OCTOBER 5, 2023

Large language models (LLMs) have captured the imagination and attention of developers, scientists, technologists, entrepreneurs, and executives across several industries. Karthick has a PhD in Industrial and Systems Engineering with a minor in Operations Research from North Carolina State University. He founded StylingAI Inc.,

Scripts 100

Scripts Big data Engineering SaaS 100

TechSee

NOVEMBER 20, 2018

Truck Rolls – or the need to dispatch a technician to a customer’s location for service – represent one of the largest costs in customer service operations, across a wide range of industries. Data Analytics: From reactive to predictive response. Every time technician is dispatched, the company incurs a significant expense.

Technology 153

Technology Analytics Enterprise Technical Support 153

Connect

APRIL 18, 2024

These AI models can also streamline data analysis in the contact centre, with the ability to rapidly process large sets of unstructured and inaccessible data in seconds to find patterns that help improve performance by informing data-driven decision-making. About ‘ Connect.

Virtual Agent 70

Virtual Agent Chatbots Average Handle Time Engineering 70

CSR Inc.

APRIL 2, 2017

Surrounded by ever more powerful technologies, we are clearly living in the era of big data collection and analysis. Defining Call Center Analytics What, exactly, are call center analytics, and how do they impact call center QA? Analytics are the information that results from analysis of data or statistics.

Call Center 48

Call Center Analytics Big data First call resolution 48

ShepHyken

AUGUST 28, 2017

While the article’s title appears to be focused on contact and support centers, the concepts can be used by any type of business in any industry. Ideas like understanding industry benchmarks and using feedback are for everyone. This is a great article from my friends at Fonolo! There is plenty of information here to digest.

Customer Service 199

Customer Service Contact Center Benchmark Big data 199

CSM Magazine

NOVEMBER 30, 2016

Customer insight, data & analytics have become an integral part of customer experience. In The Big Book of Customer Insight, Data & Analytics , CX Network looks look at the rapid way the industry has accelerated in recent years and how these changes have impacted upon customer experience strategies across the globe.

Analytics 40

Analytics Big data Metrics Marketing 40

C3Centricity

MAY 25, 2020

In today’s data-rich environment I’m not really suggesting that you actually ignore data nor technology! However, in working with clients around the world as well as in numerous industries, I have found that many are lost by the wealth of information that is available to them. An Alternative Approach.

Technology 77

Technology Big data Analytics Personalization 77

The Northridge Group

MARCH 21, 2022

Authored by Daniel Fenton , Director, Enterprise Accounts and Molly Clark , Senior Director, Operational Analytics. The Cellular Telecommunications Industry Association (CTIA) reports that, in 2019, America’s wireless industry contributed $690.5 The value of reducing repeat calls. billion to U.S. To learn more, contact us.

Wireless 110

Wireless Analytics Average Handle Time Contact Center 110

Vistio

OCTOBER 5, 2021

You have a unique view on the CX industry as a former technology director. Normally the work that I’m doing, yeah, it does sort of split between my own personal pet sort of projects, the latest book I’m working on or something, and the kind of working with industry leaders. Thanks for joining me.

Chatbots 52

Chatbots Contact Center Banking Technology 52

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

DECEMBER 1, 2020

The Age of the Customer and the Fourth Industrial Revolution. However, The World Economic Forum reported a few years ago that we are now on the brink of the “ Fourth Industrial Revolution ” which is blurring the lines between physical, digital and biological spheres. ” in this article from Industry Week.

Marketing 71

Marketing Big data Customer centricity B2C 71

ShepHyken

DECEMBER 12, 2016

Boomtrain) Artificial Intelligence, machine learning, and big data analytics have been around for a while in the B2B world. You’ll find good information, some stats and facts and insights from some of the top customer service and experience experts in the industry. by Tara Thomas.

Customer Service 259

Customer Service Chatbots Metrics Contact Center 259

Tethr

AUGUST 13, 2020

Power’s leading industry intelligence, data, and benchmarks with the voice of customer insights delivered from Tethr to help organizations explore and pinpoint the specific areas needing attention to improve customer experience. Power is a global leader in consumer insights, advisory services, and data and analytics.

Customer Experience 126

Customer Experience Benchmark Best practices Big data 126

Mindtouch

SEPTEMBER 26, 2016

This week’s topic is Analytics Cloud (Wave), a recently introduced business intelligence cloud that provides a cohesive view into all of your other Salesforce Clouds. If you’ve been reading the rest of this series thus far, you know what I’m going to say: there’s a simple way to make Analytics Cloud do more.

Analytics 59

Analytics Big data Customer Experience Sales 59

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. Customer Experience is a BIG Puzzle.

Analytics 49

Analytics Contact Center Technology First call resolution 49

AWS Machine Learning

MARCH 3, 2023

Machine learning (ML) can help companies make better business decisions through advanced analytics. Companies across industries apply ML to use cases such as predicting customer churn, demand forecasting, credit scoring, predicting late shipments, and improving manufacturing quality.

Benchmark 78

Benchmark Big data Banking Analytics 78

AWS Machine Learning

DECEMBER 7, 2023

He joined Getir in 2019 and currently works as a Senior Data Science & Analytics Manager. His team is responsible for designing, implementing, and maintaining end-to-end machine learning algorithms and data-driven solutions for Getir. He then joined Getir in 2019 and currently works as Data Science & Analytics Manager.

Management 102

Management Engineering Analytics Construction 102

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. Due to the velocity of change in IT, customers in traditional industries are facing a dilemma of skillset.

Metrics 94

Metrics Analytics APIs Big data 94

AWS Machine Learning

NOVEMBER 8, 2023

His knowledge ranges from application architecture to big data, analytics, and machine learning. Erick Irigoyen is a Solutions Architect at Amazon Web Services focusing on clients in the Semiconductors and Electronics industry. in Analytics from North Carolina State University. Erick holds a B.S.

Analytics 100

Analytics Enterprise Scripts Big data 100

C3Centricity

MARCH 15, 2018

Of course, in today’s data-rich environment I’m not really suggesting that you actually ignore it! However, in working with clients around the world and in numerous industries, I have found that many are lost by the wealth of information that is available to them. Find out more in this excellent article on Forbes.

Big data 82

Big data Analytics Personalization Entertainment 82

Jive

SEPTEMBER 21, 2018

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. All that raw data will require better networks with epic bandwidth.

Big data 75

Big data Healthcare voip Analytics 75

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. While only 15% of enterprises are using AI as of today, 31% are expected to add it over the coming 12 months.

Big data 101

Big data Analytics Technology Contact Center 101

NobelBiz

DECEMBER 19, 2023

These data can be organized and analyzed to help better understand what’s happening in the call center . The industry benchmark for supervisor escalation is 10% or less . Real-time monitoring and analytics identify and address bottlenecks, streamlining the escalation process.

Call Center 106

Call Center Management Wait times Contact Center 106

Connect

DECEMBER 11, 2023

The contact centre industry grapples with high agent churn rates, a longstanding challenge stemming from the inherent disparity between job demands and the compensation offered. Shifting the status quo. Training new agents has consistently demanded significant time and resources, impacting both operational efficiency and the bottom line.

Technology 96

Technology Average Handle Time Cloud contact First call resolution 96

Callminer

SEPTEMBER 14, 2020

Business analysts play an integral role in any industry, but they’re especially vital in call center operations. 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. AmraBeganovich. Kirk Chewning.

Call Center 182

Call Center Analytics First call resolution Metrics 182