ShepHyken

AUGUST 4, 2016

This week on our Friends on Friday guest blog post my colleague, Jeff Dahms, write about the importance of using customer data properly and aligning it with the internal culture of an organization. Data is worthless unless you have the right data and then do something with it. Shep Hyken.

Analytics 202

Analytics Employee engagement Morale Surveys 202

NobelBiz

MAY 14, 2024

One of the most transformative technologies in recent years is conversational analytics. But what exactly is conversational analytics, and why is it becoming an indispensable tool in call centers? What Is Conversational Analytics? Conversational analytics stands as a crucial technology in customer service.

Analytics 59

Analytics Call Center Contact Center Sales 59

Concentrix

JUNE 20, 2023

With the right data and analytics experts, companies can quickly turn their data and analytics challenges into a competitive advantage in the marketplace.

Analytics 62

Analytics 62

Lumoa

JANUARY 24, 2024

That’s where text analytics in customer feedback proves to be one of the most valuable tools for any business. When to use text analytics This situation is where automated text analytics in customer feedback is brought in: it can help in sorting out the key topics talked about and reveal the general sentiment per topic.

Analytics 83

Analytics Feedback Metrics Surveys 83

24-7 InTouch

FEBRUARY 24, 2023

We will surely see this as metaverse innovations continue to emerge with developing AR/VR technology, but breakthroughs in data analytics like neuro-insights present another opportunity for companies to better understand human behavior, ultimately leading to enhanced, immersive customer experience (CX).

Analytics 52

Analytics Coaching Technology Surveys 52

CSM Magazine

MARCH 16, 2023

There is an infinite amount of data in contact centres but what does it really tell us? You may be asking what Pi has to do with customer data analytics in contact centres? So, why don’t we think the same when it comes to analyzing customer data? International Pi (π) Day is held every year on March 14.

Analytics 52

Analytics Coaching Finance Upselling 52

ShepHyken

SEPTEMBER 16, 2016

This week on our Friends on Friday guest blog post my colleague, Mark Smith, writes about how crucial personalization can be to the customer experience. While marketers today are challenged with making sure they have the best technology to leverage available data to drive more personalized experiences, many don’t know where to start.

Customer Experience 296

Customer Experience Personalization Marketing Analytics 296

Cisco - Contact Center

MAY 11, 2023

While not all solutions may commit to goals that had been set in the past,… Read more on Cisco Blogs Good things come to those who wait, as do great products that continuously deliver incremental value to their customers.

Analytics 98

Analytics 98

ShepHyken

NOVEMBER 22, 2019

They also look into tools that can help gather useful analytics and track metrics. This way, they can use real data to improve operations and internal processes. The post Guest Blog: The Hidden Workings of Top Customer Support Teams appeared first on Shep Hyken.

Customer Support 350

Customer Support Multi-channel support voip Benchmark 350

AWS Machine Learning

SEPTEMBER 9, 2022

However, as a new product in a new space for Amazon, Amp needed more relevant data to inform their decision-making process. Part 1 shows how data was collected and processed using the data and analytics platform, and Part 2 shows how the data was used to create show recommendations using Amazon SageMaker , a fully managed ML service.

Analytics 69

Analytics Engineering APIs Metrics 69

Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. Typically, this data lives in multiple systems and is only looked at by the teams that collect it ( and unfortunately, sometimes not even them!).

Analytics 83

Analytics Customer Experience Management Surveys 83

ShepHyken

MAY 31, 2019

You can also use analytics data to better understand your customer demographics, interests and behaviors. Services such as ReputationDesk can help brands track, monitor and react to feedback across the web and social media, allowing them to use real data to shape their customer experience strategy.

Customer Experience 292

Customer Experience Feedback Construction Personalization 292

Global Response

NOVEMBER 21, 2023

Today’s companies collect more customer data than ever. Customer analytics allow you to take the customer data you’ve collected and assess , aggregate and analyze it to understand trends, make forecasts and better understand your customers. This isn’t just speculation—the data backs this up.

Analytics 62

Analytics Customer retention outsourcing Sales 62

Nuance

SEPTEMBER 21, 2020

The COVID-19 pandemic has accelerated a shift in data analytics. Teams who once coped with fragmented, delayed reports can no longer get by with this approach; they need an ecosystem that delivers real-time, data-driven, prescriptive insights that help them respond and adapt to a tremendously dynamic (maybe volatile) environment.

Healthcare 72

Healthcare Analytics 72

ShepHyken

SEPTEMBER 28, 2018

Feedback and Analytics. Finally, HR technology has a significant potential to boost employee engagement through easy-to-use feedback and data analytics platforms. HR departments can then integrate this data into an analytics software that provides valuable insight into the experiences employees are having on the job.

Employee engagement 266

Employee engagement Education Analytics Technology 266

Totango

NOVEMBER 8, 2023

Enterprise businesses can now use their critical product usage data from Pendo and Mixpanel in their Totango experience to design optimal customer journeys, improving product adoption and customer retention. Mixpanel is an event analytics platform that allows anyone to get answers from their customer and revenue data in seconds.

Enterprise 94

Enterprise Finance SaaS Analytics 94

Peter Lavers

DECEMBER 7, 2017

Dimension Data spoke to Peter Lavers, director of WCL Customer Management, to get his insight on LBS’ impact on the customer and what businesses can do to prevent location-based services overwhelming their audience. You can read the full article on the Dimension Data blog , and please join the conversation on Twitter or LinkedIn.

Marketing 100

Marketing Management CRM Analytics 100

aircall

JULY 7, 2021

You might think nurturing customer relationships comes down to anticipating needs and understanding behaviors, but one strategy you need to have at your disposal is thorough call center analytics. . When you use analytics to provide a memorable, positive customer experience, you’ll not only see a spike in customer satisfaction rates.

Call Center 62

Call Center Analytics Self service Sales 62

JivoChat

AUGUST 22, 2023

Learning how to start a travel blog will help you share your passion for visiting different places and getting to know cultures from other countries all around the world. Step by Step How to Start a Travel Blog How to start a travel blog is simpler than you might believe. Will you make videos for your blog too?

Engineering 75

Engineering Analytics Best practices Customer Support 75

ShepHyken

JULY 5, 2019

Use data to better understand your customers. For example, your business can make data-driven decisions based on top linked articles to your tickets and calls. Additionally, you can use third-party tools such as Google Analytics and group customers based on demographics and other relevant factors. Ask for feedback.

Feedback 301

Feedback Self service Best practices Scripts 301

MiaRec

NOVEMBER 14, 2023

Contact centers are at the forefront of customer interactions, making data analysis an essential part of improving customer service, agent performance, and overall efficiency. Two primary approaches to data analytics in contact centers are real-time analytics and post-call analytics.

Analytics 52

Analytics Contact Center Quality management Management 52

MiaRec

NOVEMBER 14, 2023

Contact centers are at the forefront of customer interactions, making data analysis an essential part of improving customer service, agent performance, and overall efficiency. Two primary approaches to data analytics in contact centers are real-time analytics and post-call analytics.

Analytics 52

Analytics Contact Center Quality management Management 52

ShepHyken

DECEMBER 15, 2017

Employees must be able to focus on the customer information and analytics that matters to them most. If you would like to learn how to create powerful data visualizations that helps highlight both customer and employee voices to drive profitable action, visit the Maru/Syngro for a library of free downloadable Customer Experience resources.

Employee engagement 299

Employee engagement Customer centricity Feedback Morale 299

ShepHyken

MAY 5, 2017

This week on our Friends on Friday guest blog post my colleague, Dan Rood, writes about the precious commodity of time and why we must use the latest technologies to help customers save time and have amazing customer experiences. Insight technologies that deliver personalization and predictive analytics. Shep Hyken.

Self service 200

Self service APIs Surveys Analytics 200

aircall

AUGUST 2, 2022

We all know the importance of using data to make strategic decisions. It’s how we continue to deliver value back to the farmer so they can be more data-driven and make more informed decisions in their day-to-day.” — Josh Collins, Head of Customer Success @ AgriWebb.

Analytics 48

Analytics Management 48

Cisco - Contact Center

OCTOBER 18, 2023

In today’s world, there is no shortage of data. One of the biggest challenges [1] the sustainability community – tec… Read more on Cisco Blogs So, you’d think that building a sustainable IT infrastructure is easy. Think again!

Benchmark 93

Benchmark Government Analytics 93

ShepHyken

NOVEMBER 29, 2019

The mobile app experience seamlessly integrates with pioneering technologies like artificial intelligence, augmented and virtual reality and big data analytics to offer engaging experiences. By analyzing your own sales data, you can predict the needs of users and use it to optimize your supply chain.

Technology 327

Technology Customer Experience Complaint resolution Gamification 327

ShepHyken

JULY 12, 2019

Across industries, the collection, analysis, and refinement of data is the battleground businesses are competing in to differentiate themselves to customers. Understand Your Facilities Through Data Collection. Facility data is complex – it spans every location, asset, work order, invoice and contractor you’ve ever worked with.

Customer Experience 268

Customer Experience Technology Enterprise Analytics 268

JivoChat

DECEMBER 25, 2022

Learning how to connect Google Analytics to Shopify is very important to help you measure essential metrics from your online store. With Google Analytics, you will know your target audience better and understand their behavior to draw effective strategies that can bring more traffic to your pages and turn leads into customers.

Analytics 75

Analytics Accountability Sales Metrics 75

Beyond Philosophy

SEPTEMBER 25, 2017

I’ve been reading about Big Data’s foray into “Journey Analytics.” Journey analytics seeks to improve customer experience by collecting data at each point on a customer’s journey and mapping customers’ paths – whether they lead to a purchase or not. But I have a big problem with Big Data. But data can’t see this.

Big data 284

Big data Journey mapping Consulting Consulting 284

Tethr

DECEMBER 29, 2020

Here are our top ten blogs of 2020: 10. Any list of our top ten blogs would be incomplete without mention of our partnership with J.D. Power’s industry data with the voice of customer insights from Tethr. The limitations of using text analytics to analyze conversations. Power this year. Together, Tethr and J.D.

Analytics 73

Analytics Call Center Enterprise Sales 73

Spearline

FEBRUARY 8, 2022

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. Voice analytics can also alert management to what is absent in a conversation.

Analytics 98

Analytics Telecommunications Big data Customer emotions 98

AWS Machine Learning

OCTOBER 4, 2022

Near-real-time delivery of data and insights enable businesses to rapidly respond to their customers’ needs. Real-time data can come from a variety of sources, including social media, IoT devices, infrastructure monitoring, call center monitoring, and more. After that, documents are free of PII entities and users can consume the data.

APIs 84

APIs Banking Analytics Accountability 84

Enghouse Interactive

OCTOBER 13, 2020

AI Makes It Possible (Blog Series). Blog #2 of 4: Seeking th e Root Cause and Affecting the Right Outcome. For the most part today, AI’s ability to look at data-points to understand what each customer is concerned about, or has issues with, is currently very much uni-dimensional. The Limitations: Data Needs Context.

Scripts 95

Scripts Interactive Voice Response Analytics Contact Center 95

Lumoa

FEBRUARY 7, 2023

How do you collect VoC data? Rather than simply addressing the most pressing issues or complaints, VoC enables businesses to make data-driven, customer-centric decisions that result in meaningful and sustainable improvements in the customer experience. Here are just a few examples of data that could be included in VoC.

Customer centricity 169

Customer centricity Feedback Surveys Metrics 169

AWS Machine Learning

JANUARY 5, 2024

Many organizations have been using a combination of on-premises and open source data science solutions to create and manage machine learning (ML) models. Data science and DevOps teams may face challenges managing these isolated tool stacks and systems.

Management 113

Management APIs Engineering Government 113

Aspect

JULY 25, 2017

Omni-channel interactions within the contact center enable businesses to generate more data than they ever have before. But, if companies are unable to make sense of that data it’s about as useful as it was if it had never been collected in the first place. Personalize, role-based UX for agents, team leads, and administrators.

Analytics 121

Analytics Self service Contact Center Personalization 121