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Performance Management Bridges the Divide Between Big Data and Big Knowledge


There is information everywhere: in your ACD , WFM, CRM, quality management, recording, surveys, speech analytics and self-service systems. 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.

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


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. So how can your team use big data to provide top-notch customer service? Data Analysis.


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Four Top Trends for Contact Centers

Taylor Reach Group

Business rules tied to applications, and informed by big data and data mining, can drive proactive interactions with or without an agent involved. . This is a big undertaking, which explains why only a small percent of organizations have deployed true omnichannel date. A recent study published by Multi-Channel Merchant found that only 36% of retailers surveyed had this level of visibility into their customers. . By: Colin Taylor. .

How to Improve Digital Customer Experience in Banking

REVE Chat Blog

Customer experience in banking refers to the cumulation of all the interactions that a customer perceives along the entire customer journey when interacting with a bank or any financial institution. . As per the PwC survey , 15% of banking customers were mobile-dominant.

Customer Success Defining Trends in the year 2022


If you are still unfamiliar, Customer Success is all about being proactive in reaching out to customers and improving their experience at every point in their customer journey. It is necessary because the amount of data that requires sifting through now is inhuman.