Big Data’s Big Problem

Beyond Philosophy

Big data is the gigantic data sets whose analysis could reveal predictions of human behavior. Big data is big news. But Big data is only showing us a part of the big picture. The biggest part, WHY people do what they do is, as of yet, missing from Big Data. I have written before about the big hole in big data , which is the lack of emotional data collected in all these bytes of information.

Big Data Analytics Creates Smart Contact Centers

Ansafone

As the primary connection for customers’ concerns, call centers have massive amounts of data pouring in hourly. While companies are tapping this information to personalize messaging and spot trends, contact center management can also leverage Big Data to streamline service processes, boost agent productivity and deliver exceptional customer experiences. Collecting the information is the easy … Big Data Analytics Creates Smart Contact Centers Read More ».

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Setting Big Data Free

Blueworx

The post Setting Big Data Free appeared first on Blueworx. Blog AI Big Data Customer ExperienceArtificial intelligence, also known as AI, is woven throughout the economy. It’s used to provide investment advice, test vehicle autopilot systems, and to create the can’t-live-without virtual assistants like Alexa […].

Be Warned: You Can’t Rely On Big Data!

Beyond Philosophy

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. And linking data points throughout a journey is a step in the right direction. But I have a big problem with Big Data. Big Data can’t see the distinction because it doesn’t measure emotions.

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

Data Sources; Organizations Likely Missing. Customers Tweet this The Customer Data Too Often Overlooked by the C-Suite Why Contact Center Analytics is Key to Identifying Opportunities for Growth 2 | Business Transformation and Analytics: Driving Change in a Customer-Centric World We read constantly about the need to adapt or die—and that “digital. In this era of big data, we collect information from more sources than ever. understand new sources of customer data and.

Big Data Boom: How to Capture and Leverage Insights

The Northridge Group

To make it worse, the pace of this information continues to increase; data (lots of it) is being produced more rapidly than ever before. How can you capture this data and use it to help you and your organization make informed decisions, and ideally to predict future behavior and events? advanced analytics Big Data management consulting Program Management Project Management

Using Big Data to Drive Customer-Intelligent Experiences

Ansafone

The post Using Big Data to Drive Customer-Intelligent Experiences appeared first on Ansafone Contact Centers. customer service analytics big data brand message CMR customer intelligent experience CX dataKnowing your customer is one of the most important elements of running a successful business. What makes this difficult is that no customer is exactly the same.

5 Ways Big Data Will Improve Customer Service

Provide Support

5 Ways Big Data Will Improve Customer Service. In such circumstances, companies are eager to find better methods to analyze customer service and this is exactly where data science steps in. By definition, big data represents large sets of information that may be analyzed computationally to reveal patterns, trends, and associations, especially relating to human behavior and interactions. Articles big data customer experience customer service

Big Data for the greater good

TELUS International

Next-Gen Technology

Prescriptive analytics: The way forward for Big Data

Hero Digital

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. Effects of that action were observed and fed back into the data to make the next prediction more accurate.

Leveraging Big Data to Fine Tune Customer Experiences

Avaya

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. The need for customer journey analytics is simple: data solutions of the past simply won’t meet the next-generation customer needs of today and the future. Companies need a data-driven customer approach to survive—and it needs to be effective to thrive.

Turning Big Data Into Big Rewards

Clarabridge

Marketers are flunking the “big data test.” According to Gleanster Research, as many as eight out of 10 CMOs at large enterprise organizations believe they could be doing a far better job of using data to make better and more informed marketing decisions. The reality is one of the biggest hurdles to making data-informed improvements to your business remains one of the most basic—how do you manage and interpret the incredible wealth of data now available?

How Big Data Analytics Is Gold for Call Centers?

Etech GS

Call centers generate data like no other department within a company. Data gleaned from internal processes such as hold times, how long it takes to resolve an issue, and the number of calls managed per shift provides valuable information for departmental and company management. How Can Companies Use All This Data? Unstructured data: Unstructured data can be defined as “information, in many different forms, that doesn’t hew to conventional data models.”

Guest Post: The Relationship Between Cloud ERP and Big Data

Natalie Petouhof

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. Big data is popular amongst business intelligence and analytics applications. Big data technology is evolving and it is changing application systems that have long supported them; it has given challenges and great opportunities.

The Fusing of AI & Automation with Human Judgment in Call Center Success

Callminer

AI Use Cases for Call Centers. Data Capture/Analysis. Behavioral Predictions. Interactive Voice Response (IVR). Self-Service Options. . Machines use pattern recognition to identify similarities in data sets.

CX Being Led by Humans, Not Bots—Hear More from Avaya at AI & Big Data Expo

Avaya

Hear all about Digital Transformation of Customer Experiences from Avaya at the AI & Big Data Expo North America, the leading Artificial Intelligence & Big Data Conference & Exhibition, November 28-29 at the Santa Clara Convention Center, Silicon Valley.

Big Data - Getting Smarter with Customer Engagement

Verint

Speech Analytics Contact Centers Text Analytics Desktop and Process Analytics Workforce Optimization Customer Service Customer Experience Analytics Big Data fraud prevention customer engagement optimization employee engagement Customer journeys contact center workforce optimization Real-time guidanceCan you remember the last time you experienced a customer service call that actually left you satisfied?

Gone Virtual: Recap of the CETX Conference

Callminer

On day two, our audience experienced enlightening external keynotes from Don Peppers , one of the word’s leaders on CX and customer trust, on how to make more scientific decisions with customer data.

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

Callminer

They serve as a bridge between IT and other business functions, making data-driven recommendations that meet business requirements and improve processes while optimizing costs. Responsible for mining and interpreting data that will be used as a basis for improving the company’s performance.

Transforming the Customer Experience with Big Data

CX Journey

What is big data? Big data" has been defined in many different ways and seems to most often refer to the sheer volume of data, but for the purpose of this article, I''m going to refer to the data sources. Data Sources Any initiative to improve the customer experience will be unsuccessful without understanding the customer and his needs. To do that, we must have the right data at our fingertips. What is the right data?

Performance Management Bridges the Divide Between Big Data and Big Knowledge

Aspect

The big challenge is to distill the most important elements of this disaggregated, unmanageable information into a form that can be easily understood by the agent, supervisor and manager, so it ultimately becomes personal knowledge that results in positive action. Powerful data analysis and visualization tools help analysts traverse this massive body of information to extract the most important insights.

Using Big Data to Create Exceptional Customer Experiences

VocalCom

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. Customers’ behavior patterns are another key source of big data that your company must consider.

Defining Big Data

Customer Interactions

Recently, NICE’s Dr. Bob Banerjee was interviewed for an article on Big Data for the new ASSA ABLOY Future Lab website. I invite you to read the full text of the article, the first of two articles in Future Lab’s Big Data series, below: Ask 10 experts to define Big Data and you’ll get three different answers. But first, what exactly is Big Data? We are moving toward that with big data.”

How to Choose the Best Data Visualization Tools

Callminer

Big data is getting bigger with each passing year, but making sense of trends hidden deep in the heap of 1s and 0s is more confounding than ever. As metrics pile up, you may find yourself wondering which data points matter and in what ways they relate to your business’s interests. Here, we will cover the main ways in which data visualization can remedy such confusion along with a number of tips for choosing tools that work and maximizing their utility.

Optimizing Sales Compensation using Big Data

Customer Interactions

Sales compensation is a world swamped with data. ICM applications must accommodate a wide variety of data from upstream systems, facilitate processing, and deliver results through multiple channels and formats in order to support activities such as territory management, quota setting, modeling, forecasting, commission calculation, and on-demand reporting and analysis

Big Data and Predictive Analysis: What Every Small Business Needs to Know

Abby Connect Virtual Receptionists

Big data is not just for the big companies. Big data has been around for quite some time, but it may seem like an elusive jargon to you. With explosion of real-time data applications, it is but obvious that a huge amount of data is accumulated in various applications. Large businesses were quick to realize the value of this treasure trove and deployed various data analytics techniques to discover trends and gain insights

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.

Opentalk 2017: Turning Big Data into Big Decisions

Talkdesk

Turning Big Data into Big Decisions. The problem with this data is that it points to lagging indicators. Gather the data. The post Opentalk 2017: Turning Big Data into Big Decisions appeared first on Talkdesk. Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions.

In the World of Big Data, Old School Customer Service Never Goes Out of Date

Up Your Service

Yet despite all this new “big data” and the insights it can deliver, customers all over the world still appreciate “Old School Customer Service”. Talking with a real person instead of leaving each other messages is distinctly old-school, but it can make a big difference in how your customer feels about you in today’s increasingly impersonal world. The post In the World of Big Data, Old School Customer Service Never Goes Out of Date appeared first on UP Your Service.

Big Data in physical security

Customer Interactions

Recently, NICE’s Dr. Bob Banerjee was interviewed for two articles on Big Data for the new ASSA ABLOY Future Lab website. I invite you to read the full text of the second article below: In our previous article about Big Data we learned that retail giants like Amazon use Big Data to analyze purchases and boost sales. But how is Big Data currently being utilized in the realm of physical security? Datamining – true Big Data.

Opentalk 2017: Turning Big Data into Big Decisions

Talkdesk

Turning Big Data into Big Decisions. The problem with this data is that it points to lagging indicators. Gather the data. The post Opentalk 2017: Turning Big Data into Big Decisions appeared first on Talkdesk. Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions.

How to Best Use Customer Feedback: 3 Ways to Act on Big Data

PeopleMetrics

For all its promise, and all its hype, big data has always had one inherent problem. You see, big data is. well, big. And when you're facing something big, you may find it overwhelming. Here are three best practices to help you turn big data into action. But customer feedback turns into a lot of data quickly. You see, companies like ours are built to help organizations manage this sort of data.

A New Big Data Lesson

Customer Interactions

In the last couple of years there has been a recurring theme on media press sites covering technology, of companies compromising the security and belittling the value of their customers information – whether it be dangerous (i.e. bank cards) or personal. The recent headline that drew my attention was on BBC News - “Social apps ‘harvest smartphone contacts’”. According to the report, the Twitter App on the iPhone has been copying entire address books from the phone to another third party company

Why Technology Won’t Help You Understand Your Customers

C3Centricity

In today’s data-rich environment I’m not really suggesting that you actually ignore data nor technology! In fact it seems to drown out their reasoning of what to do with all the data and they remain frozen in indecision. If so, then just follow the steps I detail below and you will soon be doubling, quadrupling, if not getting 10x the ROI from your data. The Current Situation with Data. Data is everywhere and most organisations are drowning in it!

5 Ways Big Data Can Improve the Customer Experience

VocalCom

Brands nowadays collect a tremendous amount of data on their customers. In addition, contact center metrics such as average handling time and first contact resolution provide data on how the customer experience is affected by service practices. Here are five ways big data can be used to improve the customer experience. Using big data to better understand how customers feel is therefore critical to connecting with them on an emotional level and winning their loyalty.

5 Benefits of Collecting Metrics to Identify Common Contact Reasons

Callminer

Collecting this valuable speech and text data or over all interaction data is just the first step in managing customer expectations though. To get a well-rounded view of customers, contact centers need to collect and analyze data from every channel.

My Next Webinar with Eventus - Managing the Contact Center Data Deluge

Jon Arnold

That title should be self-explanatory, so if you’re wondering about how contact centers can get a handle on the exponential growth of data from endless sources - and actually get business value - this is the webinar for you. Cloud Communications Big Data Contact Center

Demystifying Big Data's Next Conquest: Physical Security

Customer Interactions

Big Data is a big business. Companies everywhere are tapping into Big Data to transform themselves. Still, for all its notoriety, Big Data is hard to pin down. Ask 10 different experts what Big Data is and you’ll get 10 different answers. Many Physical Security firms have latched onto the Big Data buzzword. The further up the pyramid, the closer they are to a true Big Data solution.

3 Ways to Use Big Data to Improve Customer Service in Your Call Center

Talkdesk

Oxford defines “big data” as “extremely large data sets that may be analyzed computationally to reveal patterns, trends, and associations, especially relating to human behavior and interactions.” So how can your team use big data to provide top-notch customer service?

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

C3Centricity

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.