Global Response
MARCH 27, 2024
Call centers are increasingly turning to big data analytics as a pivotal tool for optimization. This transformative approach streamlines operations and significantly enhances the quality of customer interactions. Understanding big data analytics in call centers First off, what is big data analytics?
Beyond Philosophy
SEPTEMBER 25, 2017
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 I have a big problem with Big Data.
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VocalCom
AUGUST 26, 2019
Big data has been a buzzword in the customer service industry for some time now. As every brand knows, all data—big and small—can be applied in some manner to drive sales and improve customer service. After all, understanding your customers’ habits is key to knowing how to satisfy them. Web analytics.
VocalCom
AUGUST 7, 2017
Brands nowadays collect a tremendous amount of data on their customers. From purchase history to social media commentary, customer insights may be collected across multiple touchpoints. Through close examination across channels, brands may use such valuable information to create richer customer experiences.
Beyond Philosophy
JANUARY 23, 2017
It can sound a little creepy and Big Brother-ish, but this proactive approach is very important when it comes to building a great customer experience. Like all data, though, wearable technology has its limitations. While technology can tell us what customers are doing, it isn’t very good at telling us why.
Beyond Philosophy
AUGUST 15, 2019
The Types of Data for Your Metrics. Peppers says there are two different types of data that feed your metrics: Voice of Customer (VOC) Data: Peppers calls these metrics interactive data, meaning your customer interacts with you through a poll. It isn’t always the “best” data. .
Spearline
FEBRUARY 8, 2022
With many millions of customer conversations happening each and every day, voice traffic is very much “big data”. This data offers insights to those who choose to look deeply. Voice analytics promises to measure customer emotion in each call. Applications often compete for bandwidth.
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