article thumbnail

Big Changes Need Big Data 

Playvox

SoFi’s QA team captures feedback from multiple support channels and communicates constructive coaching directly to agents, team leads, and managers. The SoFi team was able to streamline their QA forms during the Insights implementation stage to better target the data relevant to their immediate needs.

article thumbnail

Performance Management Bridges the Divide Between Big Data and Big Knowledge

Aspect

The more you know about the details of what’s happening in your operation, the better you can be at deciding whom to hire, whom to coach, what training to require, when to request voluntary OT, how many people to staff for chat and 1,000 other issues.

Big data 102
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

7 Tips to Improve the Customer Experience and Reduce Costs

CCNG

Leverage DataBig data can be powerful if managed effectively. Regularly collecting and analyzing data from your all of your customer touch points will help you 1) understand and fix process failures; 2) measure the impact of changes; 3) maintain focus on the areas that have the highest impact to your business.

article thumbnail

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.” Big data is of special interest to businesses that wish to gauge their consumers’ preferences and ideas regarding customer service.

article thumbnail

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

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.

article thumbnail

Success Story: Using Data Analytics to Improve First Contact Resolution in Healthcare Contact Centers

The Northridge Group

Using the client’s data, Northridge was able to leverage a Big Data processing platform to perform advanced data analytics. The data was loaded, cleaned, transformed, and analyzed using SQL tables. Impactful Results. The outcomes improved First Call Resolution, yielding a 30% reduction in customer contacts.

article thumbnail

J.D. Power and Tethr collaborate to fuel customer experience insights

Tethr

Leaders can quickly find specific sub-optimal agent behaviors, saving QA and coaching time and allowing for effective behavior change. Power is a global leader in consumer insights, advisory services, and data and analytics. The combination of J.D.