DMG Consulting

OCTOBER 9, 2020

Question: What is predictive analytics and how is it being used in contact centers? Answer: Predictive analytics is playing an increasingly vital role in contact centers. Many contact center infrastructure and workforce optimization (WFO) solutions are beginning to incorporate predictive analytics to enhance their applications.

Contact Center 98

Contact Center Analytics Virtual Agent Employee engagement 98

Beyond Philosophy

AUGUST 29, 2016

It’s like we always say in our Customer Experience Consultancy work: Over 50% of the Customer Experience is emotional. Predictive Analytics is a field exploring this idea in detail. In predictive analytics, analysts use predictive modeling, which is using statistics to predict what will happen next.

Analytics 278

Analytics Consulting Consulting Customer emotions 278

DMG Consulting

OCTOBER 8, 2019

Question: I’ve heard of speech analytics to analyze phone calls; what’s used for the new digital channels? Answer: Interaction analytics (IA), which combines speech and text analytics capabilities, enables enterprises to gain insights from both voice and digital channels. Interaction analytics solutions range from basic (e.g.,

Analytics 92

Analytics Enterprise Contact Center Technology 92

Talkdesk

SEPTEMBER 11, 2017

Here are details about the speakers for the Talkdesk’s Designing Your Intelligent Contact Center event in Austin Texas: Sheila McGee-Smith – Founder and Principal Analyst, McGee-Smith Analytics. The post Austin Speakers for Designing Your Intelligent Contact Center Talkdesk Event appeared first on Talkdesk.

Contact Center 47

Contact Center Consulting Consulting Analytics 47

CSM Magazine

FEBRUARY 6, 2024

It’s not just about keeping score; it’s about enhancing every aspect of the event experience, from ticket sales to concessions, all in real-time. Stay tuned as I dive into how Oracle EPM is revolutionizing the game for stadiums, making every event a win-win for everyone involved. The key here is flexibility.

Entertainment 52

Entertainment Finance Consulting Consulting 52

TechSee

JUNE 16, 2022

If you want to stay ahead of the game, follow them on Linkedin, Twitter, or YouTube or try meeting them at key industry events – their enormous impact is bound to become a catalyst for change in the space. He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Taylor Reach Group

MARCH 26, 2018

Whether you’re interested in speaking, exhibiting or simply attending these events, we wanted to keep everybody informed on the upcoming Contact Center and CX Events. This event is a hub of ideas, inspiration and industry connections for customer service and customer contact executives who strive to innovate the customer experience.

Contact Center 51

Contact Center Call Center Customer Experience Big data 51

CSM Magazine

SEPTEMBER 27, 2023

Metaverse technology has conquered domains like gaming and entertainment, travel and tourism, events and conferencing, real estate, healthcare, content creation, and more. To add value to your services, consult a metaverse developer to determine how useful the technology can be to your business.

Technology 59

Technology Real estate Entertainment Consulting 59

TechSee

NOVEMBER 20, 2018

Truck rolls cost anywhere from $150 – $500 per event, with that amount easily doubling when considering indirect costs. Utilizing both advanced data analytics and innovative AR remote assistance technology yields a highly efficient solution for customer service operations that directly reduces the need for truck rolls.

Technology 153

Technology Analytics Enterprise Technical Support 153

CSM Magazine

MARCH 8, 2024

Moments earlier, Steve Jobs, the late, great former Apple boss, re-enforced the event’s theme through his opening monologue, claiming ‘the people who are crazy enough to think they can change the world are the ones that do.” ” And yes, you did read those opening paragraphs correctly!

Finance 52

Finance Banking Technology Engineering 52

Outsource Consultants

AUGUST 7, 2023

With this in mind, Outsource Consultants has come up with some innovative ways for you to cut costs related to customer support. Voice Analytics is a powerful tool, not only for tracking agent performance but also to ascertain trends. Voice analytics software, on the other hand, can detect trends and produce reporting on every call.

outsourcing 67

outsourcing Self service Call Center Chatbots 67

AWS Machine Learning

NOVEMBER 3, 2023

This process comprises two key components: event data and optical tracking data. Event data collection entails gathering the fundamental building blocks of the game. For the precision needed in shot speed calculations, we must ensure that the ball’s position aligns precisely with the moment of the event.

Metrics 92

Metrics Telecommunications Consulting Consulting 92

AWS Machine Learning

JANUARY 5, 2024

By the end of the consulting engagement, the team had implemented the following architecture that effectively addressed the core requirements of the customer team, including: Code Sharing – SageMaker notebooks enable data scientists to experiment and share code with other team members.

Management 112

Management APIs Engineering Government 112

Hodusoft

APRIL 19, 2022

The global exposure provided through Channel Partner Conference & Event , Las Vegas led partners to connect with technology suppliers. The HodoSoft Leadership was overjoyed to be a part of this colossal networking event and meet 300+ technology channels and numerous partners. Technology is evolving every minute, every second.

Telecommunications 52

Telecommunications voip Analytics Technology 52

CX Journey

MARCH 21, 2018

Consultants Yes, you may need to engage with consultants to assist you along the way - whether they are there to coach and advise or to actually conduct a chunk of the work. Consultants, but just keep associated costs in mind under this header. Consultants, but just keep associated costs in mind under this header.

Journey mapping 108

Journey mapping Consulting Consulting Surveys 108

TechSee

MARCH 7, 2023

She combines expertise in operations management, finance, customer operations, strategy development and execution, complex problem solving, and large organization leadership with complex negotiation, analytical, and interpersonal skills.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

Fonolo

NOVEMBER 13, 2018

Mark your calendars for these educational and inspiring events, listed chronologically here (And: If you think we forgot a relevant event, feel free to reach out and let us know!). Follow this event on Twitter here. The event focuses on helping attendees move forward, better allocate limited resources, or simply get started.

Customer Service 108

Customer Service Contact Center Engineering Education 108

C Space

OCTOBER 5, 2021

Through the use of data analytics and “best in class” paradigms, I’m excited to show that the next iteration of C Space technology will be a force multiplier for internal and external users alike.”. I’m thrilled to join the leadership team and help shape the role technology plays in the next chapter of C Space.

Technology 98

Technology Engineering Consulting Consulting 98

PeopleMetrics

JULY 20, 2020

Measuring the customer and employee experience is a continuous process, not an event. Earlier in his career, he spent five years at the Gallup Organization, where he was the practice leader of their consulting division. Here they are! Sean has over 20 years of experience helping companies measure and improve the customer experience.

Customer centricity 163

Customer centricity Feedback Surveys Consulting 163

CSM Magazine

OCTOBER 18, 2022

Calabrio continues to lead with innovative workforce performance solutions for the contact centre industry, developing functionality in AI-fueled analytics and agent engagement that tangibly simplify the complexity of customers’ operations and drive them to succeed. About Calabrio. Calabrio is a trusted ally to leading brands.

Customer Service 52

Customer Service Customer centricity SaaS Analytics 52

Natalie Petouhof

AUGUST 15, 2022

Ideally, listening uses advanced analytics and artificial intelligence (AI) to uncover issues and opportunities. Senior Strategic Business Consultant Director at Genesys, explain that Systems of Listening comprise the capabilities needed to track and capture customer feedback. But there’s still work to be done.

Customer Experience 52

Customer Experience Analytics Big data Surveys 52

DMG Consulting

APRIL 8, 2024

Deep neural networks are used in employee self-service modules to generate simulations that automate processes for time-off requests, event scheduling, shift swaps, and more. The post AI-Enabled WFM Promotes Efficiency and Flexibility appeared first on DMG Consulting.

Self service 48

Self service Agent Empowerment Contact Center Gamification 48

AWS Machine Learning

FEBRUARY 6, 2023

As an AWS Partner, Talkdesk is using AI capabilities like Amazon Transcribe , a speech-to-text service, with the Talkdesk Agent Assist and Talkdesk Customer Experience Analytics products across a number of languages and accents. The following diagram shows the basic components and events used to enable communications.

Cloud contact 68

Cloud contact Self service Contact Center Virtual Agent 68

CSM Magazine

OCTOBER 18, 2022

Calabrio continues to lead with innovative workforce performance solutions for the contact centre industry, developing functionality in AI-fueled analytics and agent engagement that tangibly simplify the complexity of customers’ operations and drive them to succeed. About Calabrio. Calabrio is a trusted ally to leading brands.

Customer Service 52

Customer Service Customer centricity SaaS Analytics 52

Peter Lavers

NOVEMBER 14, 2017

So, if you are leading an Analytics , Data Science or Insight team , where should you invest? Two analytics leaders lay down the “which skills” gauntlet. These included data, analytics & statistical modelling teams (who would now be called Data Science). So, let me share those discussions and challenges with you.

Analytics 100

Analytics Banking Consulting Consulting 100

Totango

SEPTEMBER 30, 2020

Today we are releasing the Early Warning System SuccessBloc, which gives you instant visibility into customer signals and critical events, alerting you to proactively engage when needed. Risk Analytics and Reporting. Overdue Payments and Outstanding Balances. With the Early Warning System SuccessBloc, we’ve got you covered.

SaaS 62

SaaS Consulting Consulting Enterprise 62

Aspect

OCTOBER 31, 2019

breakout sessions from our live event directly to you. Hands-On Review of Speech Analytics. Presented by: Mary Ward, Senior Solutions Consultant, Aspect and Carel Warfield, Senior Solutions Consultant, Aspect. Presented by: Michael Cavataio, Business Application Consultant, Aspect. We’re bringing our most popular?breakout

Multichannel 48

Multichannel Consulting Consulting Analytics 48

AWS Machine Learning

OCTOBER 18, 2023

AWS Lambda is an event-driven compute service that lets you run code for virtually any type of application or backend service without provisioning or managing servers. About the Authors Mason Cahill is a Senior DevOps Consultant with AWS Professional Services.

APIs 97

APIs Metrics Consulting Consulting 97

Call Journey

MAY 8, 2019

This year’s Avtex Engage , the premier learning and networking event for Avtex customers and users, recently concluded as a success after three days of jam-packed learning activities, networking and consultation opportunities. Pictured with Marsh is CEO of Avtex Solutions, LLC , George Demou. .

Analytics 40

Analytics Consulting Consulting Sales 40

Fonolo

DECEMBER 15, 2020

This chart from hbr.org shows you how that plays out in a crisis event: The Six Principles of Resilient Systems. Your contact center needs to be able to continue to operate in the event of a serious incident such as a fire, natural disaster, or cyber-attack. PETER LAVERS , CX CONSULTANT AT THINKCX. Redundancy.

Contact Center 147

Contact Center Engineering Cloud contact Technology 147

Nicereply

FEBRUARY 20, 2023

With Salecto, empathetic sparring and eye-level consulting are combined with the right platform to create the best webshops. Currently, they have 22 passionate e-commerce consultants in their Danish office and 45 developers in their Indian office. Running a successful business online requires much more than just the right platform.

Feedback 52

Feedback Consulting Consulting SaaS 52

Peter Lavers

NOVEMBER 22, 2017

As I’ve worked with more clients and talked to other leaders at Data Science events , it has struck me how many fall into common pitfalls. As I shared, when writing on the importance of nurturing Domain knowledge in analysts , no useful analytical work can be conducted in isolation. Don’t neglect developing your Data Scientists.

Analytics 100

Analytics Engineering Consulting Consulting 100

JustCall

MARCH 8, 2023

Annette Franz is a renowned customer experience thought leader, consultant, coach, and author with over 30 years of experience in the industry. Her reputation for mentoring, promoting collaboration, and resolving complex business issues has made her a sought-after consultant and speaker in the CX industry. Follow Diane on LinkedIn 3.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

CSM Magazine

JULY 26, 2023

Flexibility is a Two-Way Street A flexible approach benefits agents psychologically while making contact centres more agile and better prepared for volatility in demand and other unexpected events. About the Author Nick Brook is a Senior WFM Consultant/Project Manager at Calabrio. Calabrio is a trusted ally to leading brands.

Self service 52

Self service Coaching Chatbots Analytics 52

Education Services Group

FEBRUARY 5, 2021

The company’s unique approach, combines consultation, process development, people, and automation to improve the Customer Success capabilities and maturity of technology companies. Presented at over a dozen Customer Success industry events as thought leaders in the space. High growth augmented analytics startup.

Enterprise 52

Enterprise Consulting Consulting Customer centricity 52

DMG Consulting

MAY 3, 2019

Agents also experience “variances to plan,” and must be able to self-adjust their schedules in real time in response to unanticipated events. Predictive analytics is being used internally to assist with hiring decisions, to identify and understand the drivers of agent churn, and to recommend intervention.

Omni-channel support 67

Omni-channel support Contact Center Self service Analytics 67

JivoChat

JUNE 7, 2022

SAP Business Analytics Essential Training. With the SAP Business Analytics Essential Training, you will learn how to install, configure and use Crystal reports, web intelligence, dashboards, and analysis edition to get actionable insights from raw data. . Main topics: SAP business analytics solution. Workload: 8.5 ABAP objects.

Transportation 75

Transportation Finance Analytics Banking 75