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.

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.

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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 […].

Hot Trends Impacting Contact Centers: A Sole Source of Data

Contact Center Pipeline

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 sourcesIn our mid-year series discussing hot topics impacting contact centers, we have presented insights from industry experts on employee engagement, IoT-enabled service strategies, artificial intelligence and millennials.

Why B2B Contact and Account Data Management Is Critical to Your ROI

64% of successful data-driven marketers say improving data quality is the most challenging obstacle to achieving success. Given data’s direct impact on marketing campaigns, reporting, and sales follow up, maintaining an accurate and consistent database is a top priority for B2B organizations. This latest eBook aims to help marketing leaders understand the impact of data management on their company’s ROI.

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.

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.

Bob Kobek Vlog 4 – Data Management


Bob Kobek's weekly blog focusing on an article written for CustomerCount by David Stroeve asking if you are collecting the right data? The post Bob Kobek Vlog 4 – Data Management appeared first on CustomerCount.

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. The unrealized potential of data has never been more urgent than it is right now, as centers focus on the customer experience and agent experience and the […].

Data Management: Are you capturing the right information?


ADS Consulting Services CEO David Stroeve explains how data management requires having a strategy and reliable methods to access, integrate, and prepare for analytical use. The post Data Management: Are you capturing the right information?

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!

Top Challenges + Concerns with Unstructured Data


In prior blog posts, I’ve explained the difference between unstructured, structured, and semi-structured data , and shared the value of unstructured data. Data Center


Data Science vs. Big Data vs. Data Analytics - what’s the difference?

TELUS International

Understanding the nuances of each area of data specialization is key in order to best utilize and leverage them to their full potential. Discover the differences between data science, big data and data analytics and the functions they perform.

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 […].

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.

Data-Driven Marketing 101

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

Unstructured Data: Cloud to the Rescue… Right?


One way to overcome a lot of the previously mentioned challenges and concerns with storing such large amounts of unstructured data is to move it to a public cloud provider. Cloud Whitepaper Data Center


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.

Customer Feedback Management & Data Types 3


In the final part of our Customer Feedback and Data Types mini-series, we consider the different data types business can collect and how CustomerCount can help in both collection and the analysis. The post Customer Feedback Management & Data Types 3 appeared first on CustomerCount.

You’ve Got Data? Well Don’t Start There!


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. The Current Situation with Data. Data is everywhere and most organisations are drowning in it! And this can only be done by asking the right questions of your data and information.

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

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!

More Than Delight: Why Process & Data Matter in CS

Education Services Group

Data: Not Just a Star Trek Character. Data is the name of an android in the Star Trek franchise. Like Data’s namesake, he collected data from the situations and events that the Enterprise encountered. “Have those reports on my desk by five!”…Not

Defining Structured, Semi-Structured, and Unstructured Data


In my last blog post , I explained the value of unstructured data. In this post, I'd like to define structured and semi-structured data to further explain the meaning of unstructured data. Data Center


Customer Data Platform Benefits: How to Make the Most of Them


A customer data platform (CDP) is software that collects and synthesizes data from various touchpoints into a holistic view of each customer. Improve Data Protection & Privacy Compliance. Centralize your Data in a Non-Siloed Hub. Contract and transactional data.

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.

Data Loss Prevention: Understanding Security + Privacy Threats


Who moved my cheese… and my data? Cybersecurity Cyber Recovery Business Continuity


My Next Webinar with Eventus - Managing the Contact Center Data Deluge

Jon Arnold

That title should be self-explanatory, so if you’re wondering about how contact centers can get a handle on the exponential growth of data from endless sources - and actually get business value - this is the webinar for you. Cloud Communications Big Data Contact Center

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. So how should organizations go about instrumenting their operations to collect the right data? To identify the required X-data, it’s important to first understand how data flows from people’s experiences.

The CIO’s Data Breach Response Plan for 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.

voip 101

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!

3 Ways Data Improves the Customer Experience


With more data and systems available than ever before, improving the customer experience shouldn’t be a guessing game. The most effective customer service organizations are extremely data-driven, analyzing every aspect of its interactions and outcomes holistically, right down to the individual agent and customer level. They take this data and continually analyze what works, what doesn’t, and how to improve results for both their customers and their stakeholders.

How data analytics helps achieve better outcomes for patient and healthcare providers


The COVID-19 pandemic has accelerated a shift in data analytics. The post How data analytics helps achieve better outcomes for patient and healthcare providers appeared first on What’s next. Healthcare Carilion Clinic COVID-19 data analytics Scottsdale Institute

Good Data Governance, Good Business


During a recent webinar, I participated on a panel focused on implementing a strong data privacy strategy to make a business more resilient. The post Good Data Governance, Good Business appeared first on What’s next. Life at Nuance code of conduct data governance data privacy resiliencyWhile preparing for the panel I considered different ways companies can leverage their privacy and compliance programs to enable business agility and the ability to respond quickly.

The importance of enforcing data privacy regulations


CustomerCount is mindful of data privacy when collecting and securing data. Continue reading → The post The importance of enforcing data privacy regulations appeared first on CustomerCount. News data privacy data protection data regulationsThe case against Google and YouTube shows we all need to follow the regulations.


Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

Data science: who benefits from it and why?

TELUS International

Learn how data science can help you make informed business decisions to amplify your growth potential and better personalize the customer experience journey.

How to view CSAT data in Zendesk


So let’s take a look at how visible you can make your customer satisfaction data within Zendesk, using several different methods. Every agent can see their CSAT data in their Zendesk Support dashboard. First of all the data displayed in Explore’s dashboard is limited to the last year.

Leverage Customer Data to Deliver a Personalized Customer Experience

Contact Center Pipeline

They’re aware of how much of their information and feedback is being collected, and now consumers want the companies they do business with to use that data to provide a more personalized experience. Customer Experience call center contact center customer data customer experience next-problem resolution personalization predictive modeling proactive serviceCustomers are tired of being treated like numbers.

Data Protection: The Last Line of Defense for Your Data Center


The breach was so major that the whole (and I really mean the WHOLE) data center was inoperable. Primary data and backup data was encrypted beyond usability. The result was that the data center became a bunch of bare-metal hardware with blinking lights. Data CenterJust recently, one of my customers—a large K-12 School District—was hit by a major ransomware breach. Just how major was it?

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.