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


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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.

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.

Big Data - Getting Smarter with Customer Engagement


Can you remember the last time you experienced a customer service call that actually left you satisfied? When a service interaction is seamless, that moment lives on in a customer’s mind—and it sets the expectation for how all future experiences should go.

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.

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.

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.

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

These 8 Technologies Are Transforming the Contact Center

DMG Consulting

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).

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 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

The 3 Contact Center Applications That Pay for Themselves

DMG Consulting

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.

Why you need guardrails for your contact center

Cisco - Contact Center

Formula one driving has a few things in common with a call center. There are important elements to racing that apply to running a contact center. So where are the boundaries in a contact center? Don’t Let Your Contact Center Fall Into the Complexity Trap.

5 Customer Service Trends That Point to a Promising Future

DMG Consulting

Last year was a great year for service organizations and contact centers—even when it was clear that customers and clients were often displeased with levels of service (with a few notable exceptions). The level of investment in service organizations and contact centers in 2019 was one of the highest ever, and 2020 is looking to be even better, as long as the economy remains strong. 5 Customer Service Trends That Point to a Promising Future. 2/27/2020. By Donna Fluss.

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.

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.

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.

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.

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?

Contact Center Software Trends for 2020 – Helping Contact Centers Serve Customers Better


So, in the case of contact center software, you have good things to look forward to in 2020. Still, these trends point to making life easier for contact centers and helping them to serve customers better and faster. Technical call center software contact center software

The Next Act: The AI-Enabled Contact Center

DMG Consulting

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.

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. . . .

Workforce Optimization Ushers in the Real-Time Contact Center

DMG Consulting

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.)

“Smart” contact center solutions that use artificial intelligence

DMG Consulting

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.

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.

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.

Digital Transformation Initiatives for Contact Centers

DMG Consulting

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.

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?

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?

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.

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?

Breaking down silos in the multichannel contact center


One of the most confounding challenges for modern contact center leaders is reporting on any performance metric that requires information from more than one system or application, each of which is a self-contained silo of data. Real-time data. Historic data.

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.

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.

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