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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Guest Post: 5 Unexpected Uses for Customer Data

ShepHyken

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.

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.

AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

Multi-Cloud Data Protection

ConvergeOne

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.

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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.

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 […].

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.

How to Hire the Right People Quickly with Accurate and Actionable Data

CCNG

With AI and machine learning, recruiters can rely on quick, accurate, and actionable data every single time. In a fast-paced industry like contact centers, it is important to hire quickly without sacrificing accuracy. I recently spoke with David Hadobas of CCNG to discuss this important topic.

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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!

Post-Pandemic Data Center Strategy

ConvergeOne

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.

How Local Presence Dialing Affects Global Answer Rates (2021 Data)

Avoxi

How Local Presence Dialing & Caller ID Affect Global Answer Rates (2021 Data) Modern day business communications require a local touch to succeed. The data is… The post How Local Presence Dialing Affects Global Answer Rates (2021 Data) appeared first on AVOXI.

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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.

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.

Data Process Outsourcing – How it Can Help Your Business?

OctopusTech

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.

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.

Maximizing the value of your data science investments

Tethr

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.

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.

What are AWS Data Lakes?

ConvergeOne

quintillion bytes of data created each day. The data grows exponentially by ten times every five years, and as the data being created continues to grow, the need to store, clean, process, and analyze the data is becoming a growing concern for many organizations.

Ransomware Protection for Your Virtual, Physical, and Unstructured Data

ConvergeOne

Dell has led the protection of the data center with the Cyber Recovery solution, which is the only solution certified by Sheltered Harbor. The isolation limits risks associated with remote threats identifying, accessing, and corrupting the backup data.

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 Backup Security in Call Centers

OctopusTech

Call centers deal with huge bundles of data daily. They deal with user info, company data, financial transactions history, and databases of the companies that Outsource to India. As data is the lifeblood of call centers, having a reliable as well as robust data backup system is a must.

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.

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.

How to Build a Data-Driven Customer Success Team

SmartKarrot

According to a Harvard Business Review study, nearly 99% of respondents confirmed to become more data centric. Being data centric will help form better business decisions. This will also enhance a better data driven culture in the company. Hire Data-driven People.

A Practical Guide to Data-Driven Customer Success using SmartKarrot

SmartKarrot

The best solution to this is leveraging customer data. In case you are unaware of the plethora of benefits data science is offering to the business world, you are living under a rock. Data science has been empowering customer success like never before.

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. 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.

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 — Data Axle, Dun & Bradstreet, Enlyft, Global Database, InsideView, Leadspace, Oracle, SMARTe, Spiceworks Ziff Davis, TechTarget, and ZoomInfo Technologies — 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.

Data Annotation for Enhancing the Customer Experience

24-7 InTouch

In today’s digital world, there’s a lot of chatter around Artificial Intelligence and Machine Learning models creating a more seamless user experience and data-driven decision making. First off, what is Data Annotation? Human-Annotated Data . Types of Data Annotation .

What Is Data as a Service (DaaS) – An Essential Guide

SmartKarrot

One such service, DaaS, or data as a service is booming the industry certainly. If you are looking for data integration, storage, data analytics or data management, one of the most seamless solutions for you is Data as a service. What is Data as a service, DaaS?

Strategies, Challenges & Data Behind Deploying Remote Agents

Liveops

The post Strategies, Challenges & Data Behind Deploying Remote Agents appeared first on Liveops. Call Center Industry

What is Data Orchestration & Why It’s Essential for SaaS Business?

SmartKarrot

We know that you tend to deal with an increased number of incoming and outgoing data sources. We also know that the complexity of preprocessing and post-processing on data needs time and efforts from your end. The answer is Data Orchestration. What is Data Orchestration?

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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!

Ransomware Protection for Your Data

ConvergeOne

Dell has led the protection of the data center with the Cyber Recovery solution, which is the only solution certified by Sheltered Harbor. The isolation limits risks associated with remote threats identifying, accessing, and corrupting the backup data. In order to identify when a ransomware attack has occurred, Dell has partnered with Index Engines to monitor the backup data stream. Data Center Cybersecurity Data Protection Cyber Recovery

How Data Science Empowers Modern Customer Success

SmartKarrot

In this situation, data science and being data driven helps. This blog will help you understand the benefits of a data science strategy and how it impacts customer success. Why a Data Science Strategy is Important for Customer Success. Gather Customer Data.

Good Data Governance, Good Business

Nuance

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.

What is data annotation and why does it matter?

TELUS International

Discover what data annotation is, why it's important and the key types of data annotation processes that help fuel our AI-driven world. Next-Gen Technology

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.