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.

Transforming the Customer Experience with Big Data

CX Journey

What is big data? Big data" has been defined in many different ways and seems to most often refer to the sheer volume of data, but for the purpose of this article, I''m going to refer to the data sources. Data Sources Any initiative to improve the customer experience will be unsuccessful without understanding the customer and his needs. To do that, we must have the right data at our fingertips. What is the right data?


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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.

5 Ways to Better Understand Your Customers


In our modern era of big data and artificial intelligence, it may seem that technology holds the key to determining the best ways to engage customers. Traditional surveys should also include free response sections that invite the customer to provide additional comments. When collecting information on your customers, always pay close attention to all demographic and ethnographic data. Analyze all data sources.

Majoring in Customer Experience

CX Accelerator

It’s with that in mind that I surveyed the CX Accelerator community to gather input on the topic. I first wanted to understand a bit about the educational background of CX professionals and gain insight into their individual journeys to careers in CX.

Majoring in Customer Experience

CX Accelerator

It’s with that in mind that I surveyed the CX Accelerator community to gather input on the topic. I first wanted to understand a bit about the educational background of CX professionals and gain insight into their individual journeys to careers in CX.

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.

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. .

Workforce Optimization Ushers in the Real-Time Contact Center

DMG Consulting

These innovations have come hand in hand with megatrends that include Big Data, analytics, mobility, increased server processing speeds (and decreased costs), the market influence of Millennials (the “smart device” generation), the gig economy, and, of course, the cloud. Interaction analytics collects data from free-form, open-ended dialogues; it can also mine customer data from the web and social media to extract information about customer sentiment.

Weathering the Negativity Storm

CX Journey

Above the high col, the rough footpath we had followed disappears, and we wander with drenched map and compass across slick rock in pea-soup clouds and steady rain to the obscured summit. We don’t need a survey. I''m late to the party / skipped your meetings / blew off the offer to review your survey draft, but I''m glad to critique all your hard-earned plans now!" "Ok,

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.

Nurture Partner Relationships: Tough Jobs Require Strong Partners

CX Journey

I know this is a big responsibility I place on her shoulders, but Jaimee and I have shared challenging terrain before, and I know she’s up to the task. The field vendors servicing this company’s clients have access to Voice of Customer data and insights through a login to my company’s portal. Can you imagine extending this level of data transparency to your partners? The famed Capitol Peak Knife Edge Today I''m pleased to present a guest post from Sarah Simon.

2017 Is Out, 2018 Is In – What Will Customer Service Look Like This Year?


Other agent investment priorities include training (as listed by 57% of companies surveyed), quality monitoring and management (54%), dashboards (53%) and scheduling and forecasting (50%). By empowering agents and removing friction from their daily lives, companies hope to give agents access to the knowledge, customer data, and systems facility that they need to successfully do their jobs and, as a result, remove friction from the customer experience. Introduction.

CX / VoC: DIY or Hire a Guide?

CX Journey

The mountains we are targeting will take us out of the big city and into the hinterlands. A data analyst? Survey methodologists, statisticians, sample designers, marketing communications experts or project managers? Tools of the VoC / CX trade vary but can include technology to facilitate database management, data analysis, survey design and deployment, web programming, and Mar Comm tools.

Friend or Foe: How Do Your Colleagues Perceive Your VoC/CX Program?

CX Journey

I smile, explaining that yes, in fact, designing, deploying, and analyzing Net Promoter Score and customer satisfaction survey programs is indeed part of what I do. “ Sometimes the customer concern that impacts the NPS is far out of the technician’s control – for instance, the company is too big, the client doesn’t like a product, or the account is a business “Hostage” trapped by a high cost of changing vendors. Don’t just send them a survey via email.