Natalie Petouhof

MAY 11, 2016

sensors, smart ‘things’, device to purchase, artificial intelligence). • Data to Decisions – Using data to make informed business decisions. If you are doing something really interesting, make sure to send in your case study! It’s your time to be recognized for your hard work!

Big data 40

Big data CRM Analytics Enterprise 40

JivoChat

JANUARY 31, 2023

You will know how to understand different data types and their memory usage. It also provides you with multiple practical exercises and data case studies. First, you will get acquainted with the Excel environment, and get to know its simple and advanced functions, then you will see the fundamentals of data analytics.

Analytics 75

Analytics APIs Scripts Big data 75

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.

Call Center 182

Call Center Analytics First call resolution Metrics 182

Calltools

DECEMBER 12, 2018

In today’s IoT (Internet of Things) landscape, analyzing big data is now a crucial factor that must be embraced by call centers for collections, customer service, and sales. Now, highly sophisticated voice analytics software makes identifying who is likely to pay a reality for collection centers. How does this work?

Metrics 45

Metrics Analytics Call Center Sales 45

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

A 2015 Capgemini and EMC study called “Big & Fast Data: The rise of Insight-Driven Business” showed that: 56% of the 1,000 senior decision makers surveyed claim that their investment in big data over the next three years will exceed past investment in information management.

Technology 86

Technology Big data Analytics Personalization 86

AWS Machine Learning

FEBRUARY 29, 2024

This data is information rich but can be vastly heterogenous. Proper handling of specialized terminology and concepts in different formats is essential to detect insights and ensure analytical integrity. split("nn")[1:-1] ] questions >>> answer: 'What is the purpose of the study? strip() for item in response.strip().split("nn")[1:-1]

APIs 126

APIs Healthcare Scripts Enterprise 126

NobelBiz

DECEMBER 19, 2023

Read the case study or watch the video ! Real-time monitoring and analytics identify and address bottlenecks, streamlining the escalation process. Real-time Monitoring and Analytics Real-time analytics is a powerful tool in the world of call center escalation management.

Call Center 105

Call Center Management Wait times Contact Center 105

NobelBiz

APRIL 30, 2024

This evolution has been driven by advancements in machine learning, natural language processing, and big data analytics. Providing Real-Time Customer Insights AI tools process and analyze vast amounts of data in real-time, providing call centers with immediate insights into customer behaviors and trends.

Call Center 105

Call Center Chatbots Virtual Agent Contact Center 105

NobelBiz

APRIL 30, 2024

This evolution has been driven by advancements in machine learning, natural language processing, and big data analytics. Providing Real-Time Customer Insights AI tools process and analyze vast amounts of data in real-time, providing call centers with immediate insights into customer behaviors and trends.

Call Center 104

Call Center Chatbots Virtual Agent Contact Center 104

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.

Contact Center 67

Contact Center Big data Coaching Metrics 67

C3Centricity

MARCH 15, 2018

A 2015 Capgemini and EMC study called “Big & Fast Data: The rise of Insight-Driven Business” showed that: 56% of the 1,000 senior decision makers surveyed claim that their investment in big data over the next three years will exceed past investment in information management.

Big data 102

Big data Analytics Personalization Entertainment 102

CSM Magazine

JUNE 9, 2022

According to a series of recent studies of bank and credit card mobile app and online users conducted in Canada, released today by J.D. The studies—J.D. Study Rankings. The studies are based on responses from 8,267 retail bank and credit card customers nationwide and were fielded from February through April 2022.

Banking 52

Banking Big data Consulting Consulting 52

CSM Magazine

MAY 30, 2024

Recent studies suggest that by 2025, AI-driven technologies will influence up to 95% of customer interactions. Predictive Analytics: AI can predict future customer needs and behaviours, allowing retailers to offer products and services that meet those needs proactively. This leads to faster and more reliable restocking of products.

Government 52

Government Analytics Education Sales 52

Anexa BPO

SEPTEMBER 5, 2021

Data science, advanced analytics, AI-enabled technology….these What exactly is data science? Simply put, it’s the field of study that combines domain expertise, programming skills, and knowledge of math and statistics to extract meaningful insight from data. Which leads us to advanced analytics.

outsourcing 52

outsourcing Customer centricity Finance Analytics 52

Call Design

SEPTEMBER 21, 2021

A recent study has shown that companies enjoy a 700% conversion rate when using gamification within their workplace. Data Analytics. The contact centre industry is no different from any other and analysing big data allows managers to refine output more accurately than ever before.

Gamification 78

Gamification Schedule adherence Average Handle Time First call resolution 78

CSM Magazine

JULY 28, 2022

Working with large data sets (Big Data) is primarily used for HR analytics. It includes unique capabilities such as payroll and tax return processing, compensation management, performance management, time management, analytics, etc.; Time Tracker.

Management 59

Management Gamification Analytics Enterprise 59

Robert Davis

OCTOBER 12, 2017

Artificial intelligence (AI), chatbots, omnichannel, cloud, big data and speech analytics (just to name a few) are disrupting 25 years of traditional thought about customer service. Understanding how to use the data to effectively improve the customer experience and KPI achievement still comes down to your people.

Contact Center 48

Contact Center Technology Journey mapping Big data 48

Natalie Petouhof

MAY 27, 2016

Digital Transformation: Customer Engagement, CRM, Innovation, Customer Experience, Customer Service, The Cloud and Analytics. • ROI Of Customer Service & Customer Experience. • Case Study: Elaine Turner® Brand and Oracle Commerce, Marketing and Customer Service-Upcoming. • ROI of Social Customer Service- Upcoming. •

CRM 40

CRM Automotive Analytics Big data 40

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.

Banking 76

Banking Customer Experience Chatbots Big data 76

CSM Magazine

JULY 16, 2020

Front-end sales – train the latest AI tools to answer the most common questions quickly then maximise their ability to use critical customer data to offer personalised recommendations on policies and pricing. Product and marketing – deliver customers an exceptional experience with AI tools that are welcoming, efficient and secure.

Automotive 59

Automotive Transportation Enterprise Upselling 59

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. Customer Success teams are deploying data scientists to unravel the rationale behind customer churn, but ROI is taking longer than expected. Improve user onboarding.

Upselling 52

Upselling SaaS CRM Multi-channel support 52

VocalCom

JULY 30, 2018

In our modern era of big data and artificial intelligence, it may seem that technology holds the key to determining the best ways to engage customers. Study social media habits and comments. Study their habits to determine which channels they use most frequently and at which times.

Journey mapping 48

Journey mapping Contact center software Surveys Feedback 48

CSM Magazine

SEPTEMBER 1, 2023

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]. link] [2] Soundarya Jayaraman, “How Big Is Big? billion [2].

Feedback 52

Feedback Big data Technology Analytics 52

Customer Interactions

JULY 7, 2015

Robots, big data and speech analytics. Despite countless studies showing the importance of customer experience, believe it or not, there are still companies where agents rarely answer the phone! The future of customer service is here. There is much food for thought in this week's CX Buzz.

Big data 28

Big data Best practices Analytics Technology 28

Calltools

DECEMBER 25, 2019

We need to stop interrupting what people are interested in and be what people are interested in.” – Craig David The Sales Revolution A 2018 study by Epsilon showed just how important personalization has become. Analytics want to know how. This preference spans across all industries. Drivers want to know what.

Sales 52

Sales Scripts Big data Analytics 52

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. Too few companies bring all these components of holistic customer insight together.

Big data 42

Big data Analytics Marketing Customer Experience 42

AWS Machine Learning

OCTOBER 6, 2023

User profiling is a well-studied domain within recommendation systems. Bin Wang , PhD, is a Senior Analytic Specialist Solutions Architect at AWS, boasting over 12 years of experience in the ML industry, with a particular focus on advertising.

Personalization 123

Personalization Engineering Construction Transportation 123

CSM Magazine

FEBRUARY 9, 2021

For more case studies, ideas and inspiration, visit www.ebi.ai. Use the benefits of AI automation and machine learning to improve the customer experience in the property market and boost competitive advantage for forward thinking companies. About the Author. Abbie Heslop is a Commercial AI Analyst at EBI.AI. Established in 2014, EBI.AI

Self service 59

Self service Marketing Automotive Transportation 59

ClearAction

JUNE 8, 2015

A study by ClearAction shows that coordination among managers of various aspects of CX is one of six success factors for holistic CX management and strong business results. After all, studies have shown that sports team-like coordination among the managers of various aspects of customer experience yields stronger business results.

Customer Experience 94

Customer Experience Chief Customer Officer Customer centricity Employee engagement 94

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.

Big data 66

Big data Customer Experience Analytics Self service 66

CSM Magazine

AUGUST 5, 2020

Discover how they successfully resolved 85% of queries to the virtual customer assistant (35% of them outside call centres hours) while creating millions of pounds worth of savings by downloading EBI.AI’s latest case study. About the Author. Henry Jinman is Commercial Director of EBI.AI. Established in 2014, EBI.AI

Government 52

Government Automotive Chatbots Self service 52

Natalie Petouhof

JANUARY 24, 2016

Case Study Categories. Analytics Innovation. Analytics for the Holidays. Mobile Ad Fraud Study – Mobile Device Hijacking. Most Innovative Analytics Platform. Brandwatch Analytics. Citizens Big Data Platform. FollowAnaytics’ Enterprise Mobile Analytics Platform. Brandwatch.

Marketing 40

Marketing Analytics Big data Engineering 40

Vistio

OCTOBER 5, 2021

I mean, it’s a sort of circuitous journey that I’ve taken because I started out, I originally studied computer science and then my first job was as a coder with Siemens. I mean, things like using analytics to study what customers like and don’t like, and when they prefer to come shopping, what channels they prefer to use.

Chatbots 52

Chatbots Contact Center Banking Technology 52

CSM Magazine

MAY 5, 2020

For more inspiration on how conversational AI can tactically manage peaks and troughs during adverse conditions and strategically support business continuity or to download the full Stena Line case study, visit www.ebi.ai. About the Author. Henry Jinman is Commercial Director of EBI.AI.

Transportation 52

Transportation Automotive Big data Interactive Voice Response 52

CSM Magazine

OCTOBER 24, 2019

With a recent study revealing that 75% of UK consumers are ‘expected to buy in at least one peak event’, and 60% expected to use a laptop or PC for their purchases, there’s no doubt that the peak retail season is continuing to grow in popularity year-on-year. Shopping is something fundamental to the mood and confidence of UK plc.

Big data 45

Big data Technology Analytics Personalization 45

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 comprehensive data includes information on every inbound and outbound call.

Analytics 52

Analytics Call Center Big data Contact Center 52