How Analytics Will Earn Contact Centers a Seat at the C-Suite Table

Contact Center Pipeline

Big data analytics is about to explode, marking a watershed moment for contact centers. Here are a few fast facts about the big data explosion: Between 2010 and […]. Sponsored Posts Strategic planning Technology analytics big data customer experience CX

Webinar Preview: What Contact Centers Really Need - Big Analytics, not Big Data

Jon Arnold

Next Tuesday, I’ll be speaking on a webinar about the “data deluge” that contact centers need to manage, especially for improving the all-important CX – customer experience. The cloud has changed everything, and that brings us to Big Data.


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Prescriptive analytics: The way forward for Big Data

Hero Digital

This, in a nutshell, is prescriptive analytics. For a long time, the field of data and analytics was focused on describing what happened — how many customers bought the product, what they looked like, how many came back, etc. Are those data sources up to date?

Leveraging Big Data to Fine Tune Customer Experiences


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. The Need for Customer Journey Analytics. As companies move forward in today’s age of rapid tech innovation, they must be armed with the right data strategy.

Success Story: Using Data Analytics to Improve First Contact Resolution in Healthcare Contact Centers

The Northridge Group

In our previous post , we discussed the importance of adopting a data-driven analytical approach to move the needle on patient/member experience, enabling higher CMS Stars Ratings and increased bonus payments for Medicare Advantage plan providers.

Guest Post: The Relationship Between Cloud ERP and Big Data

Natalie Petouhof

Tweet There have been quite a few articles written on adopting cloud-based ERP, and whether the technology will be along the lines of its counterparts. Cloud technology is becoming crucial in developing new capabilities to attract customers. Enterprise resource planning (ERP) within the cloud is the engine utilizing data produced on the plant floor to power manufacturers. Cloud ERP gives manufacturers more precise and real-time data.

4 Technology Trends that Transform Contact Centers


Advancements in technology have revolutionized how companies interact with customers. The strategic use of this technology is also putting businesses far ahead … 4 Technology Trends that Transform Contact Centers Read More ». The post 4 Technology Trends that Transform Contact Centers appeared first on Ansafone Contact Centers. 24-7 call center Ansafone Contact Center AI analytics artificial intelligence automation big data statistics tech.

Using Big Data to Create Exceptional Customer Experiences


Big data has been a buzzword in the customer service industry for some time now. As every brand knows, all databig and small—can be applied in some manner to drive sales and improve customer service. Here are five essential big data sources to look at—and how you can use them to create exceptional customer experiences. Speech and text analytics. Web analytics. Web analytics can be used to understand customer behavior on numerous channels.

PSAP, Meet Big Data

Customer Interactions

Many other sensors and data sources will probably also be routed to PSAPs, such as LPR, gunshot detection, hazmat alerts, weather alerts, telematics, and even social media. While these sources of Big Data hold a lot of promise, they will create major challenges too. This ability to correlate different data sources is where Big Data technologies will play a role.

These 8 Technologies Are Transforming the Contact Center

DMG Consulting

These 8 Technologies Are Transforming the Contact Center. Advancements in artificial intelligence (AI), machine learning, Big Data analytics, and mobility are all driving contact center innovation. Speech analytics. This technology is finally delivering on its potential to find the root cause of customer issues and is starting to be used outside of contact centers to enhance the customer journey throughout the enterprise. Customer journey analytics.

21 Business Analysts & Call Center Leaders Reveal the Optimal Role of the Business Analyst in Call Center Operations


Business analysts must stay up to date on the latest call center technologies and solutions that can optimize, automate and modernize call center operations. Business analysts must own the call tracking systems and actively leverage data to tune the call center policies and procedures.

Mintigo: Advanced Predictive Analytics for Marketers

Natalie Petouhof

Not Your Grandfather’s Predictive Analytics: Using the power of predictive analytics, Mintigo discovers your ideal customer profile, targets the prospects with the highest propensity to buy, and engages them with the right message through the right channels. Mintigo provides predictive analytics for both Marketo and Eloqua. Data includes thousands of attributes such as technologies in use, social influences, department sizes, and firmographic data.

Guest Blog: 5 Ways To Leverage Technology For A Better Customer Experience


This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. So, what part does technology play in this? How to leverage technology for a better customer experience.

The Big Data Challenge/Opportunity: What it Means for Security

Customer Interactions

But for the most part, we are also in a constant state of data overload. Organizations are similarly challenged by the overflow of Big Data from transactions, social media, records, interactions, documents, and sensors. But the ability to correlate and link all of this data, and derive meaningful insights, can offer a great opportunity. Improved Coordination While analyzing big data is critical, being able to share that information is equally important.

Breaking Big: Teradata Believes We are in the Internet of Analytics vs #IOT

Natalie Petouhof

Tweet Teradata announced two new breakthrough software capabilities that empower business users to uncover and operationalize the insights hidden within Internet of Things (IoT) data. Teradata Aster® Analytics on Hadoop make it possible to intelligently listen in real-time and then use analytics to see the distinctive patterns in massive streams of IoT data. Even more difficult is integrating the IoT data with business operations and human behavioral data.

You’ve Got Data? Well Don’t Start There!


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. Data is everywhere and most organisations are drowning in it! And this can only be done by asking the right questions of your data and information.

2 Innovative Technologies Guaranteed to Reduce Your Truck Rolls


Solution: Two New Technology Trends. There are two complementary trends in the market today that, together, have the power to significantly reduce truck rolls across a wide range of industries, such as telecom, utilities, consumer electronics, and more. Predictive support through data analytics. Remote visual resolution through live streaming video and augmented reality. Data Analytics: From reactive to predictive response. The Truck Roll Challenge.

The Power of Voice Analytics


With many millions of customer conversations happening each and every day, voice traffic is very much “big data”. This data offers insights to those who choose to look deeply. Voice analytics promises to measure customer emotion in each call.

Fonolo Investigates: How Retailers are Using Customer Data to Gain a Competitive Advantage


Back in 2017, The Economist boldly declared that “The world’s most valuable resource is no longer oil, but data.” Big data is now used to address an increasing variety of business problems, from product launches to fraud and compliance. As retail contact center leaders gear up for the busiest time of the year, big data may be the last thing on their minds. However, effective use of customer data offers a significant competitive advantage.

From the Field: Lithium Technologies and Microsoft Dynamics Partner To Create A Total Community Digital Strategy

Natalie Petouhof

With the partnering of Lithium Technologies and Microsoft Dynamics, we will see yet a new and more extensive version of intelligent customer engagements. The partnership includes Microsoft Dynamics and Lithium’s community data, social customer intelligence and analytics. And that it’s important to step back and understand where we are in time with respect to technology. Tweet Is social CRM dead? Depends on what you consider social CRM to be.

Are Smart Things Really Smart or is it Just Smart Marketing?


” In it, I compared the positive and negative implications of technology for customers and companies alike. The Third used electronics and information technology to automate production. Smart Data. It’s not that Big Data is smarter.

3 Ways Integrated Analytics Can Solve Your Data Nightmare


When it comes to making operations more efficient, most executives know they need to leverage data to identify areas of improvement. Data collection and storage is manageable, but executives can easily find themselves with a mountain of information and more questions than answers. One option is to hire a team of highly trained data scientists to dig through the data. If you’re in the midst of data deluge, here’s how integrated analytics can help.

The 3 Contact Center Applications That Pay for Themselves

DMG Consulting

There are three emerging contact center technologies that can deliver all of these benefits. DMG defines IVAs as specialized technology that uses artificial intelligence, machine learning, advanced speech technologies, and free dialogue understanding to simulate live cognitive assistance for voice, text, or digital interactions via a digital persona. IVAs are self-learning; their intelligence is continually evolving based on data inputs from each new interaction.

Speech Analytics: Changing the Game for Contact Center Technology

NICE inContact

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. Speech Analytics has been a game-changer in this regard, allowing complete and in-depth analysis of 100% of customer interactions without the need for hiring a gigantic call Quality Assurance (QA) staff. Customer Experience is a BIG Puzzle.

Microsoft Acquires FieldOne Systems LLC To Create Better Customer Service Experiences Via IOT and Analytics

Natalie Petouhof

That there is a huge ROI and enhanced customer engagement, trust and customer lifetime value are possible, especially when analytics and IOT are combined, these are some of the reasons why the announcement by Microsoft and FieldOne Systems LLC is so important. It is a very important point in time for technology companies to provide brands with ways to truly improve their responsiveness to customers, especially with service in the field.

How Artificial Intelligence Impacts the Contact Center

The Northridge Group

In today’s technology obsessed world, making life simpler, faster, and more seamless is a priority for both businesses and individuals trying to keep up with an always evolving digital landscape. In an industry that places an emphasis on human contact, what role does AI play in the contact center and how can data gathered from it be used to improve the customer experience? Artificial Intelligence Big Data Contact Center Management Customer Experience Digital

Technology Based Solutions to Enhance Customer Retention Strategies


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. Technology-based customer retention solutions provide powerful platforms and fresh approaches, and most importantly, practical frameworks and processes to successfully engage with customers at scale. Technology – key to successful customer retention strategies.

Teradata Influencer Summit Highlights

Natalie Petouhof

Herman says that the guiding priorities of Teradata are: Key Principle #1: Analytic ecosystem: Teradata, DB, UDA, Real-time, Fabric Architecture. Key Principle #2: Big Data Technologies: Aster, Hadoop, Big Data Apps, Apps Center, Open Source Contribution and leverage. Key Principle#3: Cloud for Analytics. Key Principle #4: Enterprise Class Production Analytics, Hybrid Implementations (Pubic/ Private), Broader Market Penetration.

Debunking Natural Language Processing: Detecting Events


Customer Experience Technology Uncategorized big data Natural Language Processing NLP text analyticsFor many people, September 19 is a remarrrrrkable occasion for which pirate memes and puns abound. National Talk Like a Pirate Day, invented in 1995 as an inside joke between two friends after a contentious racquetball game, has become an internationally acclaimed parodic sensation. September 19 also happens to be my birthday.)

Dr. Natalie’s Research Agenda and Published Research

Natalie Petouhof

Digital Transformation: Customer Engagement, CRM, Innovation, Customer Experience, Customer Service, The Cloud and Analytics. • ROI Of Customer Service & Customer Experience. • The Customer Service Playbook for Integration of Traditional, Digital, Social and Mobile Customer Service Strategies and Technologies-Upcoming. Tweet If you are wondering what I have been up to lately, I thought I would put all the research I have published into one place.

I’m Judging the SuperNova Awards: Make Sure to Submit Your Case Study

Natalie Petouhof

The SuperNova Awards honor leaders that demonstrate excellence in the application and adoption of new and emerging technologies. sensors, smart ‘things’, device to purchase, artificial intelligence). • Data to Decisions – Using data to make informed business decisions. Tweet I’m judging the 2016 Constellation SuperNova Awards ! Every year the Constellation SuperNova Awards recognize individuals for their leadership in digital business.

Doing Something Really Interesting in IOT Customer Experience or Cloud Customer Service? Apply for a SuperNova Award!

Natalie Petouhof

Tweet The SuperNova Awards honor leaders that demonstrate excellence in the application and adoption of new and emerging technologies. Using the Sales Cloud to Grow Win Ratios… We will be recognizing nine individuals who demonstrate true leadership in digital business through their application of new and emerging technologies. Special recognition will be given to projects that seek to redefine how the enterprise uses technology on a large scale. Data to Decisions.

7 Digital Transformation Trends to Watch While You Digitize Your Business


The technology is advancing so quickly that 80 percent of company officials charged with digital transformation fear they’re getting left behind. The transition to digital technologies is ongoing and widespread. There’s a lot to consider, and several technologies and services out there will vie for your attention (and investment). That’s why we’ve narrowed down the technology trends that everyone’s discussing these days. #1. Big Data.

How To Spot Product Trends Or Issues Using Contact Center Data


With the adoption of new data processing technology and Big Data, companies are collecting more data from their customers through the implementation of customer loyalty programs, phone/email/online surveys, order histories, and much more. Speech Analytics

Adobe and Google Partner to Create a Better Mobile Experience

Natalie Petouhof

Adobe has partnered with Google, alongside many others in the technology and publishing industries to support the Accelerated Mobile Pages (AMP) Project and help solve the problems that are adversely affecting the mobile web experience – namely the slow speed at which content loads and understanding audience engagement with mobile content. What will Adobe Analytics Be Able to Measure? Tweet What is the mission of Adobe? To change the world through digital experiences.

Halloween Scares & Solutions for Marketing


Big data and analytics, with how they will impact predictive modelling and the marketing mix. Following on from the opportunities of Big Data, the next concern is Marketing Accountability and its ROI. Leveraging digital/social/mobile technology and linking it to CRM. Knowing what to do with data. SCARE : We have gone from an information rich environment to complete data overload.

The Customer is Changing: Decipher the Clues

NICE inContact

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. A great place to start is speech analytics. Sometimes companies delay getting started with analytics because it seems too big and complex.

Finding the Voice of the Customer Through Voice to Text Analytics


A lot has been written about how digital technology has led to an era of big data, where massive amounts of information can be collected, processed and analyzed in a way that would have been impossible to imagine a little over a decade ago.

How Technology & Customer Experience Have Changed the Employee Learning Landscape

Call Center Weekly

By Melissa Pollock Cloud-based contact center platforms, big data analytics, omni-channel operations, and artificial intelligence applications have all contributed to a prodigious evolution in how we engage and manage customer journeys. Associates working in these data-driven, tech-laden, experience-demanding contact center environments need resources that both engage, and add immediate value to their work. CCW Learning & Development Technology

Capgemini Collaborates with Celaton on Artificial Intelligence in the Cloud

Natalie Petouhof

Capgemini, consulting, technology and outsourcing services, has announced a new global collaboration with Celaton , a specialist Artificial Intelligence (AI) company, to license and use its inSTREAM, cognitive learning technology. This minimizes the need for human intervention and ensures that only accurate, relevant and structured data enters business systems. Capgemini inSTREAM natalie petouhoff tech technologyTweet.

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