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 ».

Using Big Data to Drive Customer-Intelligent Experiences


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 data

Using Big Data to Create Exceptional Customer Experiences


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. Contact center metrics.

4 Technology Trends that Transform Contact Centers


Several cutting-edge tools are now being integrated into the contact center environment to improve workflows and increase agent productivity, allowing them to raise the bar on what excellent customer experiences look like.

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.

Performance Management Bridges the Divide Between Big Data and Big Knowledge


Since childhood we’ve been taught that knowledge is power, and the contact center is no exception to this rule. The contact center is drowning in information but starving for knowledge.

Leveraging Big Data to Fine Tune Customer Experiences


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. Allows you to add data sources quickly.

How Artificial Intelligence Impacts the Contact Center

The Northridge Group

In the contact center, one thing is certain: positive human connections between agents and customers are critical to building brand loyalty. All of this data provides some excellent context for each unique customer that can be used to create a personalized and differentiated experience.

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. Customer Intelligence call center call center reporting cloud solutions contact center contact center analytics

Are Your Call Recordings Up-to-Snuff for AI-fueled Speech Analytics?


Many organizations are sitting on a gold mine of customer intelligence which they have already captured – their contact center call recordings. Don’t be a data hostage! Identify customer and agent interaction insight from every call to your contact center.

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


Consumer expectations are rapidly evolving, and this is influencing major changes in the Contact Center. AI can make contact center agents better, smarter and faster through intelligent routing, behavior matching, and accessing more actionable data.

These 8 Technologies Are Transforming the Contact Center


These 8 Technologies Are Transforming the Contact Center. Contact Centers are some of the most technically sophisticated operations in the enterprise, putting to use more than 45 systems and applications. Advancements in artificial intelligence (AI), machine learning, Big Data analytics, and mobility are all driving contact center innovation. Cloud-based contact center infrastructure (ACDs and dialers).

The Evolution of Customer Service: Landline to AI

Contact Center Pipeline

Back 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. Technology AI big data call center chatbots contact center robotic process automation RPA self-service

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. Identify the metrics that need improvement in the contact center.

The 3 Contact Center Applications That Pay for Themselves


The 3 Contact Center Applications That Pay for Themselves. Almost every year, contact center leaders are asked to reduce operating costs and improve productivity while enhancing the customer experience. The best contact center investments are those that contribute to cost reduction, productivity improvements, and a great customer experience. There are three emerging contact center technologies that can deliver all of these benefits.

Fonolo Investigates: How Retailers are Using Customer Data to Gain a Competitive Advantage


Back in 2017, The Economist boldly declared that “The world’s most valuable resource is no longer oil, but data.” Big data is now used to address an increasing variety of business problems, from product launches to fraud and compliance.

5 Benefits of Collecting Metrics to Identify Common Contact Reasons


As a contact center, it is your primary responsibility to understand and manage customer expectations. Collecting this valuable speech and text data or over all interaction data is just the first step in managing customer expectations though.

11 Contact Center Technologies to Boost Customer Satisfaction


Contact Centers appreciate: “We got our customer support sorted the day we started using Casengo to manage emails and social media posts.” Contact Centers appreciate: Enchant enables better collaboration of support teams making sure nothing falls through the cracks.

RFP Questions to Ask About AI in the Contact Center


And you’re ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. Here’s the short list of the best questions to ask about AI in the contact center. Looking for more contact center RFP questions?

Digital Transformation Initiatives for Contact Centers


Digital Transformation Initiatives for Contact Centers. In contact centers, digital transformation is often thought to mean converting from a multi-channel environment to omni-channel engagement, but it is so much more. While adding digital channels is a step in the right direction and a necessity for contact centers of all sizes, it is just the beginning of the process.

The Next Act: The AI-Enabled Contact Center


The Next Act: The AI-Enabled Contact Center. In 2005, 13 years ago, I published the book The Real-Time Contact Center. The idea behind the book was (and still is) conceptually simple – to utilize the real-time capabilities of contact centers to assist people (customers, prospects, partners, public, etc.) During these 13+ years, the service economy has undergone many transformational changes, all of which benefit from real-time contact centers.

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.

Workforce Optimization Ushers in the Real-Time Contact Center


Workforce Optimization Ushers in the Real-Time Contact Center. It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. Its theme was (and still is) simple—to use the real-time capabilities of contact centers to assist people (customers, prospects, partners, the public, etc.)

Four Top Trends for Contact Centers

Taylor Reach Group

It seems there is no shortage of experts and pundits weighing in on what they see as the trends that will impact the Call Center/ Contact Center industry. In this post, I want to focus on trends that are already starting to ‘bite’ in Call and Contact Centers. . . .

“Smart” contact center solutions that use artificial intelligence


Question: I keep hearing about “smart” contact center solutions that use artificial intelligence. Machine learning is a method of data analysis that uses statistical algorithms to detect patterns and predict future outcomes without explicit programming.

Contact Center AI – What’s out there?


Unsurprisingly, the enthusiasm of AI has spilled over to customer experience (CX) in the hope of improving call center efficiency. How AI can be Used in the Contact Center. Out of these benefits, two concrete benefits of AI in the contact center stand out.

Speech Analytics: Changing the Game for Contact Center Technology

NICE inContact

For that reason, Speech Analytics software and processes have been gradually picking up steam in the contact center industry for the better part of a decade. Despite this, many contact centers are still struggling to find practical uses, and/or measure the ROI of the technology.

Join Us This Summer for WebinarStock!


We are mirroring these events broadcast in US and UK friendly time zones, like a 3-day long concert, with themes each day highlighting: Tuesday, July 23rd Agent Performance and Contact Center Efficiency. Tuesday, July 23rd Agent Performance and Contact Center Efficiency.

Leading the Way in Contact Center Intelligence

NICE inContact

If ignorance were really bliss no one would be talking about big data or business intelligence like it’s the best thing since the light bulb was invented. What is an Intelligent Contact Center?

Cloud Contact Center Data Augmentation: Customer Intelligence Like You’ve Never Seen it Before

Bright Pattern

The currency of the contact center is information. We have always used consumer data to drive exceptional customer service, but in the last few years many vendors have been utilizing technology in new ways to create and optimize information like never before. data augmentation

AI isn’t Artificial in the Contact Center—Here’s Why it Works


I recently had the pleasure of co-hosting a webinar with leading Communications Industry Analyst Sheila McGee-Smith titled “ How AI Drives Results in the Contact Center ” and the question posed was: “What does AI mean for those working in the contact center?

5 Valuable Metrics Contact Centers Can Provide Companies

Outsource Consultants

According to an article by Maria Marinina , the data within digital channels can be just as valuable as data from traditional methods such as research, surveys, and CRM systems. 5 Valuable Metrics Contact Centers Can Provide Companies.

The Need for Customer Experience is Based on Science Not Myth

Natalie Petouhof

i] Dual-task interference in simple tasks: Data and theory. Tweet The need for customer experience to improve is not a myth. In fact, here’s why.

Call Center, Contact Center and Customer Experience Events – April 2018

Taylor Reach Group

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. 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. Customer Contact East: a Frost and Sullivan Executive Exchange April 8 – 11, Marco Island, FL. The big one.

Keeping Up with “NORAD Tracks Santa”—Could Your Contact Center Do This?


It’s when an Avaya industry-leading contact center solution is put to its ultimate test. Every day, Avaya contact center solutions handle millions of customer calls, web chats, and texts around the world. Big data analytics. Can your contact center do this?

The Customer is Changing: Decipher the Clues

NICE inContact

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. What attributes and factors make a great contact center employee?

Driving Holistic Customer Engagement Excellence


As discussed in a recent blog post by Laurie Wickham, the 2017 Verint Engage Global Customer Conference took place recently in Orlando, Florida with attendees from 17 countries and a variety of industries.

Contact Center and CX Expos Conferences and Summits – June 2018

Taylor Reach Group

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. 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. Big Data & Analytics for Retail Summit : June 6-7, Chicago, IL. Customer Contact Week : June 18-22, Las Vegas, NV.

Making Data Actionable - Part Two


Part one of this blog series discussed keeping your data story simple by applying the ARC approach: Actionable, Relevant, and Consumable. I’ll now highlight the importance of understanding the push-pull impact on your data. No single data point lives by itself.

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

Jon Arnold

I've been following Toronto-based Fonolo for years, and they continue to stay on the leading edge of contact center technology. Contact Center User Experience Big DataCEO 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.