INDUSTRY INSIGHTS YOUR PEERS ARE READING
Did the title about data make you curious? Of course, in today’s data-rich environment I’m not really suggesting that you actually ignore it! If so, then just follow the steps I detail below and you will soon be doubling, quadrupling, if not 10x the ROI of your data. MORE
In 2011, a McKinsey Global Institute report celebrated the potential for big data: “…we are on the cusp of a tremendous wave of innovation, productivity, and growth, as well as new modes of competition and value capture…”. Data can also make it easier to resolve differences of opinion. MORE
Data protection systems and tools that are currently on the market offer robust protection against external cyber threats. For most businesses, though, the most significant security risk to a company’s data or systems comes from within—human error. Data security call center contact center data security social engineeringMost (84%) C-suite leaders and just over half (51%) of small business owners cited employee negligence as their […]. MORE
Keeping customer data safe and secure is a top priority for organizations, no doubt. Advancements in technology continue to pose challenges for contact centers to help ensure that customer data is not compromised or exposed to social engineers. MORE
Guest blogger Paul Laughlin considers how, despite the amount of media coverage for Deep Learning and other more advanced techniques, most Data Science teams are still struggling with basic data problems. We refer to this as “data wrangling” Even well established analytics teams can still lack the Single Customer View, or easily accessible Data Lake or analytical playpen, they need for their work. Create a playpen to enable play to prioritise data needed. MORE
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 data can’t see this. MORE
Every day brings more reports of security breaches and compromised customer data. Data security call center contact center customer authentication customer privacy data security fraud prevention identity verificationBusinesses are facing ever-increasing risks of fraud and cybercrime. MORE
Data update: 13.1 million new address-to-name links in France added to our Identity Graph, and significant improvements in global data accuracy. This most recent data release launches Whitepages Pro into new territory; literally, as we just opened a new office in Amsterdam , but we also now have NEW French data in our Identity Graph. Here is the breakdown of our French data added to Identity Graph: NEW – 13.1 email) and offline data attribute (e.g. MORE
Overview Thick Data provides insight into people’s emotions, motivations and ways of thinking. For our organizations to have a realistic view of the marketplace and our customers, CX leaders need to provide and advocate the use of Thick Data to supplement operational Big Data insights. MORE
Data breaches and identity theft are becoming commonplace in today’s society. As individuals and companies race to secure their data, hackers are devising new ways to steal it. The Identity Theft Resource Center reported a 126% increase in exposed consumer data in 2018. The post The CIO’s Data Breach Response Plan for 2019 appeared first on Business VoIP, Customer Experience, Sales & Marketing Content - Nextiva Blog. MORE
Recent articles about customer experience (CX) have included statements as grandiose as: “Customer experience is the new brand.”- Forbes. Put customer experience at the heart of your operations.”- McKinsey. Customer experience is the key competitive differentiator.” - Wall Street Journal. MORE
In doing so, you gain a more holistic view of your audience and get access to more data to drive your business forward. Measuring key support metrics like Customer Effort or Customer Satisfaction can give you the data you need to improve service quality. MORE
Data is the new oil. Data is the fuel for the modern marketing machinery; Data has changed how businesses operate. But like every mineral in its raw, unprocessed form, data is just a bunch of numbers, graphs, and information. The result of this surge in the value of data? MORE
When it comes to protecting your data, having a single strategy is often not enough. To combat the many different types of threats to your data, you should be prepared with a variety of means to protect your data. Data Center Data Protection Disaster Recovery MORE
My friend Bruce, who I met at the SWPP conference earlier this year, recently contacted me with a list of questions about cleaning raw data used in forecasting. Forecasting ACD data call center contact center forecasting WFM workforce managementThis is a transcript of that interview, which we hope may be of use to others who are just starting out with their own rules about cleaning […]. MORE
Call Center Outsourcing contact center dataThe acceleration of technology in recent years has led to equally rapid shifts in consumer behavior. As a result, customer-care best practices have changed, too, with the traditional call center now replaced by a modern and sophisticated contact center. Encompassing a wider variety of communications channels to meet and interact with consumers where they’re most […]. MORE
The discussion around active/active data centers can dovetail into a great number of conversations, from business processes to facilities management. Data Center MORE
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Image courtesy of Pixabay "Data is just data until you do something with it," right? Today, on a webinar with Logi Analytics , I am sharing tips on moving beyond data for the sake of data (and dashboards for the sake of dashboards). MORE
CX Data platforms are growing in popularity by those that seek to improve their Customer Experiences. These platforms can provide data management intended to optimize the Customer Experience, not only at a general level but also at a personalized level. What is a CX Data Platform? MORE
To make it worse, the pace of this information continues to increase; data (lots of it) is being produced more rapidly than ever before. How can you capture this data and use it to help you and your organization make informed decisions, and ideally to predict future behavior and events? MORE
That was over two years ago—ironically around the same time as the Yahoo Data breach. Later, when Yahoo account holders think of the brand, they will remember feeling afraid, angry and disappointed that it lost their data to hackers, where it ended up on the black market. MORE
however, collecting data is not enough. The post Guest Blog: Improving Customer Experience Using Employee Feedback Data appeared first on Shep Hyken. MORE
Big data is the gigantic data sets whose analysis could reveal predictions of human behavior. Big data is big news. But Big data is only showing us a part of the big picture. The biggest part, WHY people do what they do is, as of yet, missing from Big Data. After I had googled what a Zettabyte was (1,000,000,000,000,000,000,000), I realized that ignoring the big impact of not having all the big data is a big problem for organizations—Zettabyte big! MORE
In this fifth and final post, LANtelligence CEO Martin Tracey presents his thoughts on why it’s critical to have a sole source of data in today’s dynamic, data-driven […]. Technology call center contact center data management data sources MORE
As invaluable as technology is to marketers, solving business problems with data science is ultimately a human-centric endeavor. 3 Ways to Get Better Data. Almost every business question can be answered using an appropriate statistical model and the right data. Behavioral segmentation through cluster analysis can help companies utilize their first party data to better understand what affinity groups exist. The post Are You Getting the Most Value from Your Data? MORE
In our data-driven world, customer data has become increasingly vital to businesses looking to keep up with rapidly-evolving customer expectations. However, many businesses have failed to appropriately safeguard customer data, leading to a growing epidemic of data theft. MORE
Watch the video report from Dimension Data’s 2019 Global Customer Experience Benchmarking Report Roundtable session. Dimension Data recently released their latest Customer Experience report. MORE
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 ». MORE
GDPR compliance is demanded of all businesses handling EU citizens’ data by 25 May 2018. For companies across every industry, the paradigm of data privacy has changed fundamentally. Thus they need to adapt their data processing policies. MORE
The post Setting Big Data Free appeared first on Blueworx. Blog AI Big Data Customer ExperienceArtificial intelligence, also known as AI, is woven throughout the economy. MORE
Have you noticed how many companies these days are seeking to implement Data Science? In the light of this my thoughts have turned to getting the most out of your Data Science team. Don’t keep your Data Science team in a backroom. Don’t neglect developing your Data Scientists. MORE
Advanced capabilities are now possible due to data-driven insights which are valuable to contact centers for multiple reasons: Contact Center Management Customer Experience Workforce Management contact center data analytics data-driven insights workforce management workforce management solutions MORE
Most companies would say they are data-driven. You gather as much data as possible in order to make strategically based decisions regarding marketing, branding, budget, and new product ideas. Because more data equals more insights, right? MORE
advanced analytics Big Data Customer Experience data analyticsToday’s business environment is constantly evolving, but the consumer’s expectations are as focused as ever on the fundamentals of genuine, personalized, effortless and effective service. MORE
Data Related Topics 
ProProfs Blog
APRIL 5, 2019
Data is the new oil. Data is the fuel for the modern marketing machinery; Data has changed how businesses operate. But like every mineral in its raw, unprocessed form, data is just a bunch of numbers, graphs, and information. The result of this surge in the value of data?
Contact Center Pipeline
AUGUST 29, 2017
In this fifth and final post, LANtelligence CEO Martin Tracey presents his thoughts on why it’s critical to have a sole source of data in today’s dynamic, data-driven […]. Technology call center contact center data management data sources
Peter Lavers
FEBRUARY 20, 2019
Watch the video report from Dimension Data’s 2019 Global Customer Experience Benchmarking Report Roundtable session. Dimension Data recently released their latest Customer Experience report.
Contact Center Pipeline
APRIL 16, 2019
Every day brings more reports of security breaches and compromised customer data. Data security call center contact center customer authentication customer privacy data security fraud prevention identity verificationBusinesses are facing ever-increasing risks of fraud and cybercrime.
Advertisement
And it’s true: the report data also shows that call volume. By asking the right questions and looking for answers in customer interaction data, companies can uncover. CUSTOMER DATA AVAILABLE AT THE TIME OF THE REQUEST. 10 % data-driven.
Beyond Philosophy
SEPTEMBER 28, 2016
That was over two years ago—ironically around the same time as the Yahoo Data breach. Later, when Yahoo account holders think of the brand, they will remember feeling afraid, angry and disappointed that it lost their data to hackers, where it ended up on the black market.
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Hero Digital
APRIL 15, 2019
In 2011, a McKinsey Global Institute report celebrated the potential for big data: “…we are on the cusp of a tremendous wave of innovation, productivity, and growth, as well as new modes of competition and value capture…”. Data can also make it easier to resolve differences of opinion.
ShepHyken
FEBRUARY 8, 2019
however, collecting data is not enough. The post Guest Blog: Improving Customer Experience Using Employee Feedback Data appeared first on Shep Hyken.
The Northridge Group
SEPTEMBER 13, 2018
advanced analytics Big Data Customer Experience data analyticsToday’s business environment is constantly evolving, but the consumer’s expectations are as focused as ever on the fundamentals of genuine, personalized, effortless and effective service.
Provide Support
MARCH 19, 2019
GDPR compliance is demanded of all businesses handling EU citizens’ data by 25 May 2018. For companies across every industry, the paradigm of data privacy has changed fundamentally. Thus they need to adapt their data processing policies.
Advertisement
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.
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Contact Center Pipeline
AUGUST 1, 2018
My friend Bruce, who I met at the SWPP conference earlier this year, recently contacted me with a list of questions about cleaning raw data used in forecasting. Forecasting ACD data call center contact center forecasting WFM workforce managementThis is a transcript of that interview, which we hope may be of use to others who are just starting out with their own rules about cleaning […].
Beyond Philosophy
MAY 17, 2017
CX Data platforms are growing in popularity by those that seek to improve their Customer Experiences. These platforms can provide data management intended to optimize the Customer Experience, not only at a general level but also at a personalized level. What is a CX Data Platform?
Beyond Philosophy
OCTOBER 9, 2015
Big data is the gigantic data sets whose analysis could reveal predictions of human behavior. Big data is big news. But Big data is only showing us a part of the big picture. The biggest part, WHY people do what they do is, as of yet, missing from Big Data. After I had googled what a Zettabyte was (1,000,000,000,000,000,000,000), I realized that ignoring the big impact of not having all the big data is a big problem for organizations—Zettabyte big!
C3Centricity
MARCH 15, 2018
Did the title about data make you curious? Of course, in today’s data-rich environment I’m not really suggesting that you actually ignore it! If so, then just follow the steps I detail below and you will soon be doubling, quadrupling, if not 10x the ROI of your data.
Advertisement
Another telco giant bootstraps service interactions with data. If Artificial Intelligence (AI) for the overall business is a red hot. topic in C-suites, AI for customer engagement is white hot. wonder professionals, who had removed AI from their resumes, are. scrambling to add it back in!
Ansafone
JANUARY 3, 2019
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 ».
The Northridge Group
JUNE 7, 2018
Advanced capabilities are now possible due to data-driven insights which are valuable to contact centers for multiple reasons: Contact Center Management Customer Experience Workforce Management contact center data analytics data-driven insights workforce management workforce management solutions
TRUSTID
JANUARY 6, 2019
Keeping customer data safe and secure is a top priority for organizations, no doubt. Advancements in technology continue to pose challenges for contact centers to help ensure that customer data is not compromised or exposed to social engineers.
Centriam Customer Experience Lab
MARCH 28, 2019
Recent articles about customer experience (CX) have included statements as grandiose as: “Customer experience is the new brand.”- Forbes. Put customer experience at the heart of your operations.”- McKinsey. Customer experience is the key competitive differentiator.” - Wall Street Journal.
Advertisement
Are they equipped to integrate and analyze new data sources? technology, data sources and. 30% say it is from data or. ON THE SAME JOURNEY S E C T 2 The contact center is a hub of data that spans across channels— voice, text, email, social, chatbot and more—yet many companies.
GetFeedback
SEPTEMBER 19, 2018
In doing so, you gain a more holistic view of your audience and get access to more data to drive your business forward. Measuring key support metrics like Customer Effort or Customer Satisfaction can give you the data you need to improve service quality.
Working Solutions
APRIL 17, 2019
Call Center Outsourcing contact center dataThe acceleration of technology in recent years has led to equally rapid shifts in consumer behavior. As a result, customer-care best practices have changed, too, with the traditional call center now replaced by a modern and sophisticated contact center. Encompassing a wider variety of communications channels to meet and interact with consumers where they’re most […].
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 data can’t see this.
Ann Michaels and Associates
FEBRUARY 26, 2018
Most companies would say they are data-driven. You gather as much data as possible in order to make strategically based decisions regarding marketing, branding, budget, and new product ideas. Because more data equals more insights, right?
Advertisement
2 1 3 For all three of the above metrics, it’s important when forecasting to: • Leverage real-time and historical data, from a time span as short as a few weeks. to as long as one year depending upon your needs and the data available to you.
CX Advantage Walker
APRIL 11, 2018
Overview Thick Data provides insight into people’s emotions, motivations and ways of thinking. For our organizations to have a realistic view of the marketplace and our customers, CX leaders need to provide and advocate the use of Thick Data to supplement operational Big Data insights.
Peter Lavers
DECEMBER 19, 2017
Guest blogger Paul Laughlin considers how, despite the amount of media coverage for Deep Learning and other more advanced techniques, most Data Science teams are still struggling with basic data problems. We refer to this as “data wrangling” Even well established analytics teams can still lack the Single Customer View, or easily accessible Data Lake or analytical playpen, they need for their work. Create a playpen to enable play to prioritise data needed.
Blueworx
SEPTEMBER 13, 2017
The post Setting Big Data Free appeared first on Blueworx. Blog AI Big Data Customer ExperienceArtificial intelligence, also known as AI, is woven throughout the economy.
InTheChat
FEBRUARY 5, 2019
In our data-driven world, customer data has become increasingly vital to businesses looking to keep up with rapidly-evolving customer expectations. However, many businesses have failed to appropriately safeguard customer data, leading to a growing epidemic of data theft.
Advertisement
And it’s true: the report data also shows that call volume. By asking the right questions and looking for answers in customer interaction data, companies can uncover. CUSTOMER DATA AVAILABLE AT THE TIME OF THE REQUEST. 10 % data-driven.
Nextiva
FEBRUARY 15, 2019
Data breaches and identity theft are becoming commonplace in today’s society. As individuals and companies race to secure their data, hackers are devising new ways to steal it. The Identity Theft Resource Center reported a 126% increase in exposed consumer data in 2018. The post The CIO’s Data Breach Response Plan for 2019 appeared first on Business VoIP, Customer Experience, Sales & Marketing Content - Nextiva Blog.
ConvergeOne
OCTOBER 30, 2018
When it comes to protecting your data, having a single strategy is often not enough. To combat the many different types of threats to your data, you should be prepared with a variety of means to protect your data. Data Center Data Protection Disaster Recovery
CX Journey
DECEMBER 13, 2017
Image courtesy of Pixabay "Data is just data until you do something with it," right? Today, on a webinar with Logi Analytics , I am sharing tips on moving beyond data for the sake of data (and dashboards for the sake of dashboards).
The Northridge Group
MAY 9, 2018
To make it worse, the pace of this information continues to increase; data (lots of it) is being produced more rapidly than ever before. How can you capture this data and use it to help you and your organization make informed decisions, and ideally to predict future behavior and events?
Speaker: Nitin Sharma, MBA (Market Research, Management Decision Making), CEO, Gold Research Inc.
ConvergeOne
NOVEMBER 27, 2018
The discussion around active/active data centers can dovetail into a great number of conversations, from business processes to facilities management. Data Center
iCiDIGITAL
AUGUST 23, 2018
As invaluable as technology is to marketers, solving business problems with data science is ultimately a human-centric endeavor. 3 Ways to Get Better Data. Almost every business question can be answered using an appropriate statistical model and the right data. Behavioral segmentation through cluster analysis can help companies utilize their first party data to better understand what affinity groups exist. The post Are You Getting the Most Value from Your Data?
Peter Lavers
NOVEMBER 22, 2017
Have you noticed how many companies these days are seeking to implement Data Science? In the light of this my thoughts have turned to getting the most out of your Data Science team. Don’t keep your Data Science team in a backroom. Don’t neglect developing your Data Scientists.
Whitepages Pro
MARCH 14, 2019
Data update: 13.1 million new address-to-name links in France added to our Identity Graph, and significant improvements in global data accuracy. This most recent data release launches Whitepages Pro into new territory; literally, as we just opened a new office in Amsterdam , but we also now have NEW French data in our Identity Graph. Here is the breakdown of our French data added to Identity Graph: NEW – 13.1 email) and offline data attribute (e.g.
Speaker: Irit Eizips, CEO, CSM Practice
Customer service, including contact center support and other customer facing teams must then: track the right customer data to prove value was achieved, and track the right KPIs to continuously improve their customer success strategy.
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