Big Data Analytics Creates Smart Contact Centers


As the primary connection for customers’ concerns, call centers have massive amounts of data pouring in hourly. Collecting the information is the easy … Big Data Analytics Creates Smart Contact Centers Read More ».

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.

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. But data can’t see this.

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?

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

Data Sources; Organizations Likely Missing. In this era of big data, we collect information from more sources than ever. But having access to data and effectively utilizing that data are two. the noise by simply relying on data points they are most comfortable.

Setting Big Data Free


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.

5 Ways Big Data Can Improve the Customer Experience


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.

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

5 Benefits of Collecting Metrics to Identify Common Contact Reasons


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.

Big Data Is Turning 20 – Let’s Celebrate with Tough Love


Back in 1997, Michael Cox and David Ellsworth first coined the term “big data” as we understand the term today. For Cox and Ellsworth, “big data” names the challenge of visualizing extremely large amounts of computer data that (in those days) exceeded the capacities of local systems. Since then, big data has only gotten bigger. So in light of this landmark birthday, we’ve got some tough-love advice as big data hits adulthood.

4 Ways Data Analytics Transforms the CX

The Northridge Group

advanced analytics Big Data Customer Experience data analyticsToday’s business environment is constantly evolving, but the consumer’s expectations are as focused as ever on the fundamentals of genuine, personalized, effortless and effective service.

The Evolution of Customer Service: Landline to AI

Contact Center Pipeline

Technology AI big data call center chatbots contact center robotic process automation RPA self-serviceBack in the day when you had to call for a cab instead of opening up the Uber or Lyft app, the only way to contact customer service was by calling… from your landline.

4 Technology Trends that Transform Contact Centers


24-7 call center Ansafone Contact Center AI analytics artificial intelligence automation big data statistics tech. Advancements in technology have revolutionized how companies interact with customers.

Guest Blog: The Evolving Nature of Digital Customer Experience – Are You Ready for the Future?


Dutta Satadip, Director, Customer Success, Americas, Google says “I believe that Machine Learning will have a big impact on the future of customer experience. As Andrew Watson puts it “ten years ago, companies had to focus primarily on delighting the most lucrative customer segment, whereas today we have the ability to craft a relationship strategy with all types of personalities, communication styles and preferences, and other data points.” Big Data.

5 Top Customer Service Articles For the Week of March 12, 2018


There will be the ones you expe ct along with some big surprises. Five Organizations that Are Using Big Data to Power Digital Transformation by Conner Forrest. ZDnet) Big data can be a great asset in achieving digital transformation.

How Artificial Intelligence Impacts the Contact Center

The Northridge Group

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

Digital Transformation Revolution

Revation Systems

Innovations such as the cloud, artificial intelligence (AI), internet of things (IoT) and big data have already dramatically altered the customer experience in many, if not all, industries.

7 Digital Transformation Trends to Watch While You Digitize Your Business


We’ll see the Internet of Things affecting offices, allowing remote access to valuable data. Big Data. The Internet of Things is expected to generate more data than we could possibly process—an estimated 600 zettabytes by 2020. Your competition is going digital. Are you?

The CX Circle: Insights from Everybody Lies

The Center for Client Retention

To finish out the CX Circle year, we chose to read Everybody Lies: Big Data. New Data. When we first picked up the book, we thought it would be primarily about personal data and how it can be used to target certain individuals and learn about them.

What does it really mean to optimize customer experience?


Customer experience big data call center analyticsWin in today’s hyper-competitive world by harnessing actionable insights to continuously improve user experience and solution performance.

The Customer is Changing: Decipher the Clues


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.

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. This Big Data application is intended to track, evaluate, and measure activities and sentiment at every step of the customer journey. Another great match for Millennials—for whom gamification’s instant recognition and gratification are big pluses—and Baby Boomers are fans as well.

Predict why customers engage? It’s no fantasy


Customer experience Artificial Intelligence big data call center call deflection customer satisfaction customer service IVR multichannel customer service omnichannel customer service prediction web customer service

Blockchain Futurist Conference, Toronto - Pix, Thoughts and Larry King

Jon Arnold

Overall, there was lots of energy in the crowd, and while the show producers fell short in many areas, they sure packed the place with big names, and the venue had the right mix of exciting new technology and a Gen Y/Z party vibe. Cloud Communications Big Data Unified Communications

voip 52

Using Interaction Analytics to Improve the Customer Journey (whitepaper)


Analytics Customer Experience Analytics Customer Journey Speech Analytics Text Analytics Whitepapers analyzing conversations benefits of speech analytics big-data solutions CJA Customer Experience customer insights Customer Journey Analytics customer-centric CX great customer service IA identifying customer needs identifying customer needs and wants identifying customer trends improves customer journey analytics Interaction Analytics uncover customer insights

4 Top Technology-Driven Nonprofit Trends


Deep dive into Big Data. Collecting data isn’t a new practice for nonprofits. The trouble is, what to do with the data once you have it? Naturally, that depends on what you’re trying to accomplish with your data. Technology leads the latest nonprofit trends.

The 3 Contact Center Applications That Pay for Themselves


IVAs are self-learning; their intelligence is continually evolving based on data inputs from each new interaction. DMG defines robotic process automation as the use of software to process transactions, manipulate data, trigger responses, initiate actions, and communicate with other digital systems to automate the completion of high-volume, repetitive, and non-cognitive tasks. Thank you for your interest in DMG Consulting’s publications.

Data for the Sake of Data? Never!

CX Journey

Image courtesy of Pixabay "Data is just data until you do something with it," right? Today, on a webinar with Logi Analytics , I am sharing tips on moving beyond data for the sake of data (and dashboards for the sake of dashboards).

Looking for Blockchain or Cryptocurrency Developers?

Jon Arnold

Cloud Communications Big Data Internet of ThingsHere's my question - do you need an experienced, scalable development team for blockchain or cryptocurrency projects? I don't often do things like this, but my followers will know that I've recently been exploring this space - here and here - both for applications to the collaboration space, but also the broader blockchain opportunity.

Join Us - Fonolo's Next Google Hangout - Top Call Center Metrics

Jon Arnold

Contact Center User Experience Big DataI've been following Toronto-based Fonolo for years, and they continue to stay on the leading edge of contact center technology. CEO Shai Berger hosts occasional Google Hangout panel discussions, and I'll be on the next one, taking place on May 31 at 3pm EST. We'll be joined by Daniel Hong from Forrester, and Kevin Brown of Banner Health. This is a live broadcast, and to register, all the details are here.

The Breadth of Customer Insight

CX Journey

In our poll of over 100 customer insight leaders, only half considered data management or database marketing to be part of Customer Insight. As I've written in the past , you may need to be a Data Scientist, Psychologist, Artist, Storyteller, Sales Coach, Economist, and People Leader.

Is the Contact Center Going the Way of the PBX?

Jon Arnold

You don't have to look far on my blog to see what I've already written about the conference, but for No Jitter, it just seemed that a number of learnings from Enterprise Connect pointed to that big question. Contact Center Cloud Communications Big DataThat's the question posed for my latest No Jitter writeup, and it stems from several takeaways from last month's Enterprise Connect 2018.

Next Speaking Spot - MoNage - Emerging Communications and the Digital Workplace

Jon Arnold

Big Data Collaboration Unified CommunicationsRegular blog followers and/or subscribers to my newsletter will know that I've been speaking at and supporting Jeff Pulver's MoNage conference from the beginning. My history with Jeff goes back much further, and with MoNage still fairly new, it's small - but highly focused and definitely gaining momentum. Feel free to search my blog about my earlier talks at MoNage, but it's time to talk up the Spring 2018 event.

Transforming the Enterprise and Call Center with Intelligent Automation (IA)

OvniSource - Ovniblog

artificial intelligence big data call center contact center customer experience customer experience management customer journey customer satisfaction intelligent automation workforce optimization automation5 Capabilities Intelligent Automation (IA) Solutions Must Deliver to Align with Customer Demands We live in a world that is connected, mobile and demanding.

The Biggest VoC Problem. and How to Solve It

CX Journey

The problem is all of the data that listening generates. The biggest problem with all of the data is that it doesn't get used. That's a big problem. analytics big data constituencies data voice of business voice of customer voice of employee voice of market voice of partner

Data Unification – Don’t Confuse Your Customers

OvniSource - Ovniblog

The Data Unification Dilemma Although there may be many internal discussions about enterprise-wide data unification, putting it into real-world practice is often neglected. The post Data Unification – Don’t Confuse Your Customers appeared first on OnviSource. big data customer experience data unification data silos

Cross-Channel Analytics Transforms the Enterprise

OvniSource - Ovniblog

big data contact center customer experience customer satisfaction enterprise social media speech analytics text analytics workforce optimization analytics cross-channel analytics enterprise analytics omni channel analyticsCross-channel Analytics Delivers Customer Engagement Management OnviSource recently announced a new cross-channel analytics, enterprise-wide solution called OnVision.

Customer Experience Challenges According to 15 CX Experts


Some hints: big data, omnichannel communications, personalisation, AI and customer-obsessed culture. We gathered 15 Customer Experience experts to talk about the latest trends of customer experience in the near future and avoid common challenges. Make the future of customer experience present in your company already now. RSS generated with FetchRss

Contact Centers: The Secret to Business Intelligence

Contact Center Pipeline

In the era of big data, leading contact centers are taking a hard look at their use of analytics. However, with the increasing tsunami of contact center data available at your fingertips, knowing which data-dots to connect in order to reveal the underlying business insights can be challenging at best.

Divide And Conquer


Big Data. Everyone’s talking about “big data” The hyped-up buzzword gets thrown around in conferences and meeting rooms, in magazine articles, by commentators and agencies Just the sound of it is enough to send a shiver down any marketer’s spine, and rouse a groan that can be heard all the way to the IT department.