How to Choose the Best Data Visualization Tools

Callminer

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.

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

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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.

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

The Definitive Guide to Customer Education Metrics

As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.

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 security

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

C3Centricity

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.

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.

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 […].

The importance of enforcing data privacy regulations

Customercount

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 regulations

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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.

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.

Airgap: Data Protection in the Old Frontier

ConvergeOne

With all the talk about ransomware and cybersecurity breaches, many have wondered – what data protection strategy should I be deploying? Now I have to face those same customers and tell them that the best way to airgap their data is to archive their backups to tape.

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Data scientists love Tethr. Here’s why.

Tethr

Although Tethr boasts the only customer listening platform built for the everyday user, data scientists are also cheering on Tethr. So what’s getting data science and analytics teams excited to use our platform? The post Data scientists love Tethr.

The Customer Data Platform Benefits You Should Know

Totango

Hidden inside customer data, there are many opportunities to grow and improve your brand, but what if you don’t know what to look for? Customer data must be actionable or else it is just a heavy collection of wasted opportunities. What is a Customer Data Platform?

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.

Determining the Right Data Center Architecture for Your Organization

ConvergeOne

Many of the customers I interact with have on-premises data centers, and they swear that they will never go to the cloud. As a Solutions Architect, I feel the need to expand on why organizations choose between these varying architectures when designing their data center.

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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.

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.

The Best Customer-Centric Uses of Data

Totango

Becoming customer-centric —putting the customer’s needs and interests at the center of your goals and processes—is impossible without customer data. You need customer data to track progress toward goals, deliver on promises, and continually upgrade your product.

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.

Six Types Of Experience Data (X-Data)

Customer 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.

Customer Data Insights: Best Practices for Tracking and Taking Action

Totango

As the economy continues to become more digitally-based, customer data becomes more valuable and accessible than ever. The evidence is clear —companies that use customer data insights to arm their operations teams outperform their competitors by as much as 85%.

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?

Guest Blog: Improving Customer Experience Using Employee Feedback Data

ShepHyken

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

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.

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!

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

ConvergeOne

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 Center

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?

The Agile and Modern Data Center

ConvergeOne

Data CenterIt’s time to step up your game.

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Optimizing Customer Experience Data to Drive Business Success

Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line!

The CIO’s Data Breach Response Plan for 2019

Nextiva

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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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 […].

Prescriptive analytics: The way forward for Big Data

Hero Digital

For a long time, the field of data and analytics was focused on describing what happened — how many customers bought the product, what they looked like, how many came back, etc. Effects of that action were observed and fed back into the data to make the next prediction more accurate.

How to Use Customer Data: A Guide for Customer Success Teams

Totango

As customers use your product, they generate data just by going about their daily workflow. And you would be missing out on a huge opportunity if you didn’t capture that data, analyze it, and organize it. Here’s how to use customer data to deliver a better customer experience.

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.

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

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.

Any Application, Anywhere: The Hybrid Data Center

ConvergeOne

In this day and age, I need to access the data on my mobile device/smartphone or PC anywhere and at any time. That is, until our business is the one that must provide the data to consumers, who demand convenient access to it at all times. Data Center

Top 10 Findings from ConvergeOne’s Data Center Resiliency Workshops

ConvergeOne

I am fortunate to lead a team of highly talented Data Center Solutions Architects, and we’ve had a very busy year. One of the new things we’re offering in 2019 is a Data Center Resiliency Workshop, which is a two-hour workshop we conduct with customers.

Data-Driven Approach to Proving Customer Success

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.