AWS Machine Learning

SEPTEMBER 9, 2022

Amp wanted a scalable data and analytics platform to enable easy access to data and perform machine leaning (ML) experiments for live audio transcription, content moderation, feature engineering, and a personal show recommendation service, and to inspect or measure business KPIs and metrics. Business intelligence (BI) and analytics.

Analytics 69

Analytics Engineering APIs Metrics 69

TechSee

MARCH 7, 2023

As part of our Women’s History Month and International Women’s Day initiatives, we asked our own TechSee Super Women to highlight some of the amazing leaders in the technology, service, and support industries who inspire them, have helped grow their careers, or simply deserve to be celebrated for being awesome.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

Expivia

APRIL 29, 2021

If you know what your performance metrics are, you know how well you’re doing. While there are a lot of different kinds of call center metrics, these 15 KPIs are the most crucial to monitor. Below, you’ll see a list of important call center metrics you need to know about and track. Trust a Call Center That Knows Its Metrics.

Call Center 98

Call Center Metrics Average Handle Time Interactive Voice Response 98

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? Call Center Analytics : If reporting is the compass, then analytics is the sextant, enabling navigators to chart a course towards future destinations.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

CSM Magazine

MAY 6, 2024

These templates are frequently grouped by use cases (e.g., Popup builders use performance indicators like click-through rates, conversion rates, and engagement metrics to determine the most successful versions. It includes exit-intent technology, A/B testing, analytics, and interfaces with top email marketing and CRM platforms.

Analytics 52

Analytics Construction CRM Advertising 52

The Northridge Group

AUGUST 31, 2023

Customer Experience (CX) technology is evolving rapidly, leaving many businesses struggling to keep pace. The most crucial interdependencies within the core elements lay with technology and training and the investment in processes to support the adoption and integration of both. People Power CX excellence stems from empowered people.

Average Handle Time 67

Average Handle Time Healthcare contact center associations Contact Center 67

The Northridge Group

AUGUST 31, 2023

Customer Experience (CX) technology is evolving rapidly, leaving many businesses struggling to keep pace. The most crucial interdependencies within the core elements lay with technology and training and the investment in processes to support the adoption and integration of both. People Power CX excellence stems from empowered people.

Average Handle Time 67

Average Handle Time Healthcare contact center associations Contact Center 67

aircall

FEBRUARY 24, 2021

Take a page from the book of the most successful sales managers and companies—they’ve already tried and tested every technology available, and have developed proven methods for setting up tools and processes to run more efficient and effective sales programs. Using Technology to Increase Sales Productivity. Tap into big data.

Sales 62

Sales Technology call center software CRM 62

Fonolo

AUGUST 17, 2021

Use metrics and act on them. With the latest call center technologies, identifying and measuring Key Performance Indicators (KPIs) is a breeze. Use historical data, analytics, and call center metrics to measure your agents’ and overall call center’s performance. The Executive Guide to Improving 6 Call Center Metrics.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

AWS Machine Learning

JANUARY 10, 2024

ML Engineer at Tiger Analytics. The post-inference notification Lambda function collects batch inference metrics and sends an email to the approver to promote the model to the next environment. The approver must be authenticated and part of the approver group managed by Active Directory.

APIs 101

APIs Construction Engineering Analytics 101

CSM Magazine

OCTOBER 24, 2023

2023 ONE Award Winners Brand Guardian: Support Services Group The ‘Brand Guardian’ , safeguarding and enhancing the brand, was awarded to Support Services Group. Analytics Architect: Paychex The ‘Analytics Architect’ , using data to bring vision to life, was awarded to Paychex.

Coaching 52

Coaching Analytics Customer centricity Contact Center 52

Callminer

APRIL 26, 2017

First-call resolution (FCR) is an important contact center metric and element of customer relationship management (CRM). Often, FCR metrics are considered along with talk time (the average time spent on a customer call). After your plan is in place, it’s important to be attentive , measure performance , and track your metrics.

First call resolution 140

First call resolution Best practices Contact Center Analytics 140

CSM Magazine

APRIL 25, 2024

With the advent of digital technology and social media, customer expectations are higher than ever. Utilise surveys, focus groups, and social media analytics to gather insights into customer preferences and behaviours. Being open to adopting new technologies can enhance operational efficiency and improve the customer experience.

Customer centricity 52

Customer centricity Journey mapping Feedback Entertainment 52

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. Paul Husar, Senior Call Center Manager at LG Electronics.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Pointillist

MARCH 20, 2020

By Stephanie Ventura Customer-centric enterprises are increasing their investment in technologies that enable teams to measure and improve CX, while achieving key business outcomes such as maximizing customer lifetime value, reducing costs and more. So, how are leading enterprises using customer journey analytics in the real world?

Analytics 70

Analytics Upselling Interactive Voice Response Banking 70

Customer Relationship Metrics

MAY 1, 2017

A large part of the success of any contact center operation is dependent upon people; not technology as you might assume. Those measuring the customer experience and those delivering the customer experience must work in concert to define the specific business need to take action with call center analytics. Analytics to do what?

Call Center 67

Call Center Analytics Surveys Wait times 67

The Northridge Group

AUGUST 14, 2023

The Northridge Group needs the contact information you provide to us to contact you about our products and services. In the recent 2023 State of CX report by The Northridge Group, 92% of business leaders surveyed said they would like to provide additional training to their customer service representatives.

Contact Center 92

Contact Center Coaching Morale contact center associations 92

SharpenCX

OCTOBER 6, 2021

Set up user groups in your contact center to decide who specializes on specific customers or issues. Then, focus your training for each user group, teaching agents to become special experts so your customers always get help from the best possible person. Set clear metrics to drive your team.

Contact Center 128

Contact Center Coaching Metrics Employee engagement 128

Lumoa

NOVEMBER 8, 2017

The most widely used customer experience metric NPS (check what Net Promoter Score is about and how to use it for your company) actually gives all the necessary ingredients for the actionability. It is very typical that a customer experience metric is followed on leadership team level only as a number.

Feedback 117

Feedback Analytics Metrics Technology 117

Balto

NOVEMBER 18, 2022

Those decisions have a far-reaching impact both in the short term and long term, particularly when it comes to what technologies the center adopts to help handle customer interactions, and how those technologies play a role in determining business success. Is the improvement in these metrics really worth the time and resources?

Contact Center 98

Contact Center Self service Metrics Surveys 98

Fonolo

JUNE 8, 2021

Given the repetitive nature of call center work and the metrics-based approach used to track performance, it can be challenging to keep agents focused and motivated. Consider offering additional compensation (bonuses) based on group-wide performance. Invest in the right tools and technology. Reward your team regularly.

Call Center 133

Call Center Morale Contact Center Technology 133

NobelBiz

NOVEMBER 13, 2023

Comprehensive CX Metrics That Matter Net Promoter Score (NPS) The Net Promoter Score (NPS) is an inbound Key Performance Indicator that assesses your customer happiness. Identify which metric is needed to measure success, identify the sources from which the information will come, and define the goal of the strategy. Monitoring calls.

Customer Experience 111

Customer Experience Contact Center Call Center Revenue potential 111

AWS Machine Learning

APRIL 18, 2023

Fortunate to work on multiple complex and impactful projects with MLSL to support the most deserving of populations, RallyPoint accelerated growth in multiple core organizational metrics in the process. This step included data preprocessing, feature engineering, and creating dataset groups and schemas required for Amazon Personalize.

Personalization 72

Personalization Metrics Healthcare Automotive 72

Callminer

MARCH 9, 2020

“By choosing a solution that comes with regular updates, you can make sure it stays compliant and on the cutting edge of new technology. ” – Lisbi Abraham, Andela, as quoted in 15 Things Every Business Should Consider Before Buying Enterprise Software , Forbes Technology Council; Twitter: @ForbesTechCncl.

Best practices 182

Best practices Call Center Analytics Metrics 182

AWS Machine Learning

APRIL 24, 2024

It is much more scalable to provide sufficient training data for reinforcement learning, and much less subjective because the training is not dependent on particular preferences from a small group of SMEs. With a background in AI/ML, data science, and analytics, Yunfei helps customers adopt AWS services to deliver business results.

Engineering 111

Engineering Feedback Construction Analytics 111

Fonolo

JANUARY 31, 2023

Training topics may include things like: Compliance training QA training Technology/software training Sales/customer service training Why is Call Center Training So Important? Include workshops and group activities as much as possible! Involve your employees in data collection and analytics. How to Buy Contact Center Software 6.

Call Center 141

Call Center Contact Center Coaching Gamification 141

NobelBiz

MARCH 12, 2024

Utilizing data analytics to gain actionable insights into customer behavior and preferences in real-time. Providing Personalized Customer Experiences: Unified CXM leverages data analytics and insights to understand specific customer preferences and behaviors. Enables quick service on the platform of their choice.

Customer Experience 52

Customer Experience Management Omni-channel support Journey mapping 52

Stratifyd

MAY 30, 2019

Even if consumers have bad experiences with contact centers, most still prefer to speak with a human representative – 70%, to be exact – according to a study conducted by the Sitel Group. Stratifyd’s speech analytics functionality solves the constantly expanding need for enterprise clients to transcribe and analyze voice data.

Analytics 40

Analytics Telemarketing Contact Center Metrics 40

CSM Magazine

MAY 9, 2023

Furthermore, leveraging technology and data can help start-ups gain valuable insights into their customers’ preferences and behavior. Understanding Customer Needs Customer Segmentation Successful start-ups realize the importance of addressing different groups within their target audience. Live chat support.

Customer Service 52

Customer Service Customer centricity Analytics Feedback 52

AWS Machine Learning

OCTOBER 18, 2023

Purina US, a subsidiary of Nestle, has a long history of enabling people to more easily adopt pets through Petfinder , a digital marketplace of over 11,000 animal shelters and rescue groups across the US, Canada, and Mexico. Evaluate the model and produce performance metrics. Start the model version when training is complete.

APIs 96

APIs Metrics Consulting Consulting 96

Serenova

JUNE 16, 2020

As contact center technology undergoes transformation at many organizations, so should the agent experience. As a result, CX leaders are revamping the agent experience with better compensation plans, compelling career paths and better technology capabilities. Improve Agent Technologies. Agent Toolkit.

Contact Center 89

Contact Center Chief Customer Officer Analytics Coaching 89

Totango

JUNE 17, 2021

Here we’ll discuss what it means, different ways you can do it, and how to leverage technology to apply it effectively. And we’ll reveal pro tips for leveraging customer segmentation using today’s technology. How to Optimize Customer Segmentation with Totango Technology. What Is Customer Segmentation vs. Audience Segmentation?

B2B 71

B2B Accountability Journey mapping Sales 71

The Northridge Group

NOVEMBER 9, 2022

A robust QM program uses listening, screen monitoring, and advanced data analytics to identify both issues faced by individual associates, as well as larger, systemic issues contributing to an undesirable CX. AI-POWERED SPEECH ANALYTICS. This is where quality monitoring (QM) comes in.

Contact Center 104

Contact Center contact center associations Brand ambassadors Coaching 104

Callminer

AUGUST 1, 2017

Have the best technology – Finicky technology that makes day-to-day functions difficult, adds to the frustration and takes up far more time and man-power than most realize. Metrics, Measure, and Monitor – Make sure your metrics and associated goals are clear and concise while aligning with efficiency and effectiveness.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Select VoiceCom Blog

AUGUST 1, 2023

This group dedicates itself to delivering excellent service that exceeds customer expectations and builds lasting relationships. Collecting and reporting customer data and metrics A customer service team can continuously refine processes and provide better customer support by leveraging data.

Customer Service 52

Customer Service Brand ambassadors Journey mapping Metrics 52

AWS Machine Learning

APRIL 18, 2024

When the user is authenticated, the web application establishes a secure GraphQL connection to the AWS AppSync API, and subscribes to receive real-time events such as new calls and call status changes for the meetings list page, and new or updated transcription segments and computed analytics for the meeting details page.

APIs 110

APIs Accountability Analytics Entertainment 110

Lumoa

NOVEMBER 29, 2021

Insightful analytics is possible with modern technologies such as Lumoa that have machine-learning-based text analytics. As a business leader, you are extremely familiar with numeric metrics – most likely your targets are around revenue growth and profitability. I will first outline what is generally known.

Customer Experience 103

Customer Experience Metrics Feedback Banking 103