The Secret to Unlocking Service Excellence Is Data

Contact Center Pipeline

Customer Experience analytics bad data customer data customer data management customer data platform customer intelligence data quality management personalization

Record it All: Unlocking the Value Within Voice Data

Contact Center Pipeline

Technology artificial intelligence call recording customer data digital communications voice AI voice dataThere are more ways than ever for customers to interact with a company—from chatbots to text, email and even social media.


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The Operational Data Your Wallboard Solution Needs

Contact Center Pipeline

Data is key to running any successful business. As the world becomes more digitized, the data volume we’re collecting is growing at astronomical levels. Sponsored Posts Technology CRM Customer experiences dashboards data key performance indicators wallboards

Guest Post: 5 Unexpected Uses for Customer Data


Customer data analytics is possible due to the rise of IoT, Big Data, and, of course, AI. Therefore, it’s time to unleash the real power of customer data. Wearable devices open new horizons for customer data management. Customer data makes our world client-oriented.

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

Import data from cross-account Amazon Redshift in Amazon SageMaker Data Wrangler for exploratory data analysis and data preparation

AWS Machine Learning

Organizations moving towards a data-driven culture embrace the use of data and machine learning (ML) in decision-making. To make ML-based decisions from data, you need your data available, accessible, clean, and in the right format to train ML models.

Guest Post: The Power of Visualizing and Sharing Customer Service Feedback Data


You don’t want to inundate team members with survey data. Data visualization isn’t a new concept, but it very well could be a new way for you to share customer feedback with your internal teams. And seeing the actual data can be a big motivator.

Protecting Customer Data, Part 3: Shining a Light on Dark Data

Contact Center Pipeline

Hoarding data has been the standard practice for most businesses for years. Whether it’s customer data, email, survey data, presentations, reports, zip files, log files, call recordings, employee information, old versions of documents, account information—companies have stockpiled vast amounts of information. Gartner defines this as dark data—“the information that organizations collect, process and store during […].

Multi-Cloud Data Protection


By that, I mean that on-premises data centers are no longer the standard in IT. Cloud Security Cybersecurity Data Protection Cyber RecoveryOrganizations today have a multi-cloud presence.


Executive Interview with Mario Fernandez, CEO of Pinoy Data Capture

Contact Center Pipeline

Pinoy Data Capture Inc. PDC) is an outsourcing company that provides data conversion, medical coding and contact center services for clients seeking to improve their efficiency and reduce their costs.

Data-Driven Marketing 101

This eBook highlights how data-driven strategies empower marketing campaigns through personalization tactics.

It’s Time to Get More Out of Data

Contact Center Pipeline

Contact Centers have always had an abundance of data about customers and performance. Unfortunately, that data is not being fully utilized to benefit the company, customers or agents.

Flipping the Spoon – Your Data

Education Services Group

Imagine the division that would happen if we started talking about more complex and tortuous problems…like your data. Let us start by baselining our understanding of the nature of data. Our data is virtually tangible; it exists ( hopefully ). The Reason.

Global Data Privacy Day: A reflection on the importance of data privacy


Every January 28th, we celebrate Global Data Privacy Day (also known as Global Data Protection Day), to spread awareness about the importance of respecting privacy, safeguarding data, and enabling trust. Life at Nuance Consumer Trust data privacy


Harnessing the Power of Data to Improve First Contact Resolution

The Northridge Group

Leveraging data analytics to improve FCR rates is critical for achieving this objective. However, businesses often find it challenging to pinpoint the specific insights from their data that have the power to drive operationally effective changes.

The 2019 Technographic Data Report for B2B Sales Organizations

In this report, ZoomInfo substantiates the assertion that technographic data is a vital resource for sales teams. In fact, the majority of respondents agree—with 72.3% reporting that technographic data is either somewhat important or very important to their organization. The reason for this is simple—sales teams value technographic data because it makes essential selling activities easier and more efficient.

Rants of a Customer Success Analyst: Data-Driven Decisions & Decisions to Drive Data

Education Services Group

You know the data is a mess, or uses faulty methodology to collect the data, and poor maintenance to update the data. You know how many times you’ve had to go back to source data to attempt to get clarity on the location of the field. Decisions to drive data.

Use Relationship Data to Build Stronger Connections

Shep Hyken

First, I hope the word “data” doesn’t scare you off. We’re not going to discuss the typical customer data that might bore most people, although I’ll admit that I get excited and geek out about the data, stats, and facts that show trends in business.

WFM Q&A: Data Cleaning

Contact Center Pipeline

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 […].

Unified data preparation and model training with Amazon SageMaker Data Wrangler and Amazon SageMaker Autopilot

AWS Machine Learning

Data fuels machine learning (ML); the quality of data has a direct impact on the quality of ML models. Therefore, improving data quality and employing the right feature engineering techniques are critical to creating accurate ML models. Split data into train and test sets.

4 Data-Driven Steps To Drive Successful B2B Demand Generation

Fact: Good data lives at the core of every successful B2B demand generation strategy. Without quality data, it’s nearly impossible to identify and segment your target audience and create messaging that speaks to their values and interests. Whether you’re stepping into a new position or you’re new to demand generation, learning the tricks of the trade can be, well, tricky. In this eBook, you’ll discover how to improve your demand generation program—and your bottom line.

Maximizing the value of your data science investments


Data scientists are tired of being bogged down by your organization’s lower-value tasks. They didn’t know they signed up to be your go-to reporting person, your call center database expert and at everyone’s beck and call for even the simplest of questions about data.

Protecting Customer Data, Part 1: Balancing Customer Friction & Fraud Prevention

Contact Center Pipeline

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.

5 Types of Human Data Labeling for Effective AI


AI Data AnnotationAI is increasingly becoming an essential aspect of doing business. Already, over 77% of all devices we use feature AI in one form or another. By 2025 the global AI market is expected to reach $60 billion.

Consumers Demand More Data Privacy Protections—California Responds

Contact Center Pipeline

If you have never experienced a data breach of your private information, you are likely in the minority. Data security California Consumer Privacy Act call center CCPA consumer privacy contact center contact center compliance customer data data securityAccording to the Consumer Protection Bureau, the second-biggest category of consumer complaints in 2017 was fraud and identity theft. Reported consumer losses exceeded $900 million with a median of $420 per claim.

How ZoomInfo Enhances Your ABM Strategy

For marketing teams to develop a successful account-based marketing strategy, they need to ensure good data is housed within its Customer Relationship Management (CRM) software. More specifically, updated data can help organizations outline key accounts for their campaigns. And to begin the targeting process, marketing teams must develop an Ideal Customer Profile (ICP) with appropriate firmographic and behavioral data to ensure they’re going after the correct audience.Download this eBook to learn how to start improving your marketing team's data!

Shocking! Yahoo’s data breach

Beyond Philosophy

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. Whether Yahoo is to blame or mishandled the data is yet unknown. If you enjoyed this post you will also find these interesting: Big Data’s Big Problem. How we feel affects how we behave.

Prepare data faster with PySpark and Altair code snippets in Amazon SageMaker Data Wrangler

AWS Machine Learning

Amazon SageMaker Data Wrangler is a purpose-built data aggregation and preparation tool for machine learning (ML). It allows you to use a visual interface to access data and perform exploratory data analysis (EDA) and feature engineering.

Reshaping the Contact Center Patient Experience with Actionable Data


The post Reshaping the Contact Center Patient Experience with Actionable Data appeared first on Livevox. Data Management Digital Transformation

Success Story: Using Data Analytics to Improve First Contact Resolution in Healthcare Contact Centers

The Northridge Group

In our previous post , we discussed the importance of adopting a data-driven analytical approach to move the needle on patient/member experience, enabling higher CMS Stars Ratings and increased bonus payments for Medicare Advantage plan providers.

The Forrester Wave™: B2B Marketing Data Providers, Q2 2021

In our 24-criterion evaluation of B2B marketing data providers, we identified the 11 most significant vendors and researched, analyzed, and scored them. This report shows how each provider measures up and helps B2B marketing professionals select the right one for their needs.

Post-Pandemic Data Center Strategy


Almost universally, they took budgets they had for things like data center and sank those funds into remote workforce initiatives. Management must span across products from various manufacturers and correlate data to get a more holistic picture of what’s going on.

Big Data’s Big Problem

Beyond Philosophy

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!

Six Types Of Experience Data (X-Data)

Experience Matters

One of the key building blocks of Experience Management (XM) is X-data, which helps establish an understanding of how people think, feel, and behave. In almost all circumstances, organizations lack the X-data they truly need.

Data Center Operations: What Keeps You Up At Night?


Every time I meet with a customer, there are always several data center concerns that weigh heavily on their minds. For many, it’s the fear that a bad actor that will destroy, steal, or compromise data. Many wonder if they can recover data in a real-time human error event.

The Time-Saving Power of Intent Data for Sales

By using the power of intent data, capturing buyer interest has become more feasible for sales. Not only that, but using it will save immense time during your workflow; a win-win on all fronts.

Big Changes Need Big Data 


This period of high-stakes decisions and operational scrutiny required a clear and accurate view into many things, including SoFi’s Member Service Teams quality assurance data. How did SoFi intend to provide for such a diverse and complex need for data visibility? Data Needs Context.

Data Process Outsourcing – How it Can Help Your Business?


Data process outsourcing (DPO) is the process of offering non-equipment-based (non-asset- based) administrative staff with specialized tasks. When a company hires a provider to perform data entry services, it saves on capital expenditure. Benefits to Outsource Data Entry Services.

Circumventing Supply Chain Issues in the Data Center


While there is no silver bullet for every organization, what many have found helpful is to look to software, subscriptions, and cloud options that will drive better efficiency in their data center operations. GET A BETTER UNDERSTANDING OF YOUR DATA CENTER ENVIRONMENT. Cloud Data Cente

How to Choose the Best Data Visualization Tools


Big data is getting bigger with each passing year, but making sense of trends hidden deep in the heap of 1s and 0s is more confounding than ever. As metrics pile up, you may find yourself wondering which data points matter and in what ways they relate to your business’s interests. Here, we will cover the main ways in which data visualization can remedy such confusion along with a number of tips for choosing tools that work and maximizing their utility. Data Permission.

Buyer’s Checklist: How to Evaluate a B2B Contact Data Provider

Many organizations fail to properly evaluate vendors during the selection process. Download ZoomInfo’s data-driven eBook for guidance on effectively assessing the vendor marketplace. After reading, you’ll gain insight into the following components: