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. Gartner defines this as dark data—“the information that organizations collect, process and store during […]. Data security call center consumer privacy contact center dark data data security

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 sources

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.

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. Customers are tired of being treated like numbers.

The Definitive Guide to Customer Education Metrics

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.

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.

How Surveys Help in Making Data Driven Decisions

ProProfs Blog

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?

Dimension Data CX Report Roundtable

Peter Lavers

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.

Frankfurt Data Center Release

Whitepages Pro

The Ekata team is excited to share that we’ve deployed a data center in Frankfurt, Germany. With two European offices, our global footprint is expanding rapidly, and we recognize that our cross-border customers require the same level of data insights but with lower latency products to scale their business. To best serve our customers, the Frankfurt data center will now provide the same great service locally to reduce total latency. Our Data

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Executive Report: The Customer Data Too Often Overlooked by the C-Suite

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.

Protecting Customer Data, Part 2: Top Internal Security Risk—Human Error

Contact Center Pipeline

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 […].

The Agile and Modern Data Center


Data CenterIt’s time to step up your game.


4 Ways Data Analytics Transforms the CX

The Northridge Group

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.

Be warned: Is your data failing you?

Beyond Philosophy

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?

Study: The Health of the Contact Center

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.

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!

What Does “Data-Driven” Really Mean?

Hero Digital

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.

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.

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Guest Blog: Improving Customer Experience Using Employee Feedback Data


however, collecting data is not enough. The post Guest Blog: Improving Customer Experience Using Employee Feedback Data appeared first on Shep Hyken.

Good, Better, Best: Three Ways to Calculate the ROI of CX Initiatives

Speaker: John Joba and David Robbins

Data Security and Protection at Provide Support

Provide Support

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.

The Value of Data-Driven Insights for Contact Centers

The Northridge Group

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

Could Your Organization Survive a Data Center Failure?


Recently, I have been talking to many customers about data center resiliency as part of ConvergeOne’s Data Center Foundation Workshops. Data Center


Big Data Analytics Creates Smart Contact Centers


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 ».

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

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!

Data Ownership: Who Owns Data, and What is It Worth?


Sales, Marketing and Product Data Ownership, Value and Security Data ownership: who owns sales, marketing and product data, and how … Continue reading "Data Ownership: Who Owns Data, and What is It Worth?". The post Data Ownership: Who Owns Data, and What is It Worth?

How to Free your Enterprise Marketing Data from System Silos

Hero Digital

How many different tools and technologies touch and collect data on your customers, from the time they’re an unknown prospect all the way to when they’re a regular shopper or user? The problem is all these different systems create data silos and multiple partial views of the customer.

Protecting your call center against compromised data


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.

Be Warned: You Can’t Rely On Big Data!

Beyond Philosophy

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.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

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.

Data Rich, Insight Poor

Ann Michaels and Associates

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?

The Analytical Leader: Understanding Customer Experience Requires Thick Data

CX Advantage Walker

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.

How to Avoid “Data Wrangling” in your Data Projects

Peter Lavers

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.

Setting Big Data Free


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.

The Top 3 Ways to Forecast for Your Contact Center

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.

7 practical steps to build a data-driven CX program

Centriam Customer Experience Lab

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.

GDPR is here: are you protecting your customer data?


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.

Unleash the Data in Your Contact Center to Achieve Enterprisewide Customer Experience Excellence

Contact Center Pipeline

This transformation, in turn, has increased the amount of data generated by customer interactions. Transformation is happening in the market today. Transformation driven by the growing consumer preference for digital interactions using smartphones, tablets or computers.

The Great Data Debate: Personalization vs Privacy What Really Matters

ProProfs Blog

Data is the new oil. The influence of data collection can be seen in our day-to-day lives. But just how much data is too much data in the hands of a company? Be absolutely clear with your customers as to what kind of personal data is being asked for, and why.

The Health of the Contact Center: Are You Ready for 2019?

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.