Beyond Philosophy

MAY 19, 2015

Predictive analytics. Predictive analytics describes how a company looks at data sets to identify patterns of behavior in Customer groups. Target used predictive analytics to determine the Customer’s behavior when she learns she is pregnant. How did they get so good at this? 2: They Identify the Hidden CX and Design for it.

Employee engagement 370

Employee engagement Analytics Banking Customer Experience 370

Momentum Telecom

FEBRUARY 5, 2025

Thats where real-time call analytics can be a game-changer, unlocking valuable real-time insights from every call. While a great starting point, advanced call analytics go further with continuous call logging , providing end-to-end call visibility and generating performance metrics at the agent or department level.

Analytics 52

Analytics Abandon Call Abandon rate Call Logging 52

Callminer

FEBRUARY 23, 2021

Analytics are more important than ever. You need advanced analytics, offered in real-time, so you can quickly and easily make adjustments as needed.” Omnichannel analytics will be used to unify and improve CX. And callout culture means brands are held publicly accountable for their decisions.

Call Center 376

Call Center Technology Banking Contact Center 376

PeopleMetrics

JANUARY 31, 2025

B2B: AI Helps Uncover Relationship Risks Before They Become Churn B2B relationships are high-touch and high-stakeslosing one major account could have a massive impact. Armed with this insight, the account team proactively engages with the client, addressing concerns before renewal discussions begin. Heres how: 1.

B2C 98

B2C B2B Airlines Surveys 98

Callminer

MARCH 2, 2020

To learn about how speech analytics can help boost customer satisfaction, download our white paper, Reduce Churn and Increase Customer Satisfaction with Speech Analytics. Download our white paper, The CX Pro’s Guide to Speech Analytics , to learn more about how speech analytics can help you improve the customer experience.

First call resolution 291

First call resolution Metrics Analytics Call Center 291

AWS Machine Learning

OCTOBER 24, 2024

With QuickSight, all users can meet varying analytic needs from the same source of truth through modern interactive dashboards, paginated reports, embedded analytics, and natural language queries. A QuickSight account (optional). Deploy the Cloudformation template to your account. A SageMaker domain.

Banking 113

Banking Analytics Engineering Accountability 113

AWS Machine Learning

FEBRUARY 21, 2025

Previously, he was a Data & Machine Learning Engineer at AWS, where he worked closely with customers to develop enterprise-scale data infrastructure, including data lakes, analytics dashboards, and ETL pipelines. He specializes in building scalable machine learning infrastructure, distributed systems, and containerization technologies.

Engineering 124

Engineering APIs Analytics Enterprise 124

AWS Machine Learning

FEBRUARY 21, 2025

Thats why we use advanced technology and data analytics to streamline every step of the homeownership experience, from application to closing. We implemented an AWS multi-account strategy, standing up Amazon SageMaker Studio in a build account using a network-isolated Amazon VPC. Analytic data is stored in Amazon Redshift.

Engineering 78

Engineering Finance Accountability Analytics 78

PeopleMetrics

JANUARY 21, 2025

As discussed in a previous blog post , AI-powered text analytics processes these responses at scale, identifying themes and sentiments that explain promoter or detractor behavior. The firm proactively reaches out, addressing concerns and retaining key accounts. Heres how: 1. Example: A SaaS company notices its NPS drop.

Metrics 118

Metrics Benchmark SaaS Analytics 118

TeleDirect

JANUARY 7, 2025

Real-Time Reporting and Analytics Access insights into call volume, Average Handle Time (AHT),Call Abandonment Rate, and service level metrics to continuously optimize performance. Financial Services Handle account inquiries, loan applications, and fraud detection. Industries That Benefit from 24/7/365 Call Center Services 1.

Call Center 125

Call Center Abandon rate Average Handle Time Healthcare 125

CX Accelerator

NOVEMBER 11, 2022

Customer Insights/Measurement/Analytics. CUSTOMER INSIGHTS/MEASUREMENT/ANALYTICS Understanding your customers is at the heart of customer experience. Once customer data has been gathered, an analytics function is required to derive meaningful, actionable insight from it. The 8 skills required by any CX team are: Strategy.

Journey mapping 307

Journey mapping Customer centricity Analytics Government 307

AWS Machine Learning

OCTOBER 29, 2024

Security – The solution uses AWS services and adheres to AWS Cloud Security best practices so your data remains within your AWS account. Clean up To avoid incurring costs and maintain a clean AWS account, you can remove the associated resources by deleting the AWS CloudFormation stack you created for this walkthrough.

Best practices 113

Best practices Feedback Metrics APIs 113

AWS Machine Learning

NOVEMBER 15, 2023

Principal is conducting enterprise-scale near-real-time analytics to deliver a seamless and hyper-personalized omnichannel customer experience on their mission to make financial security accessible for all. The CCI Post-Call Analytics (PCA) solution is part of CCI solutions suite and fit many of the identified requirements.

Analytics 117

Analytics Interactive Voice Response Average Handle Time Contact Center 117

ShepHyken

NOVEMBER 29, 2019

By using social accounts for addressing all kinds of customer queries, companies are expanding their customer experience strategy. . Brands like Starbucks use their parent Twitter account to address complaints and generally talk to customers. Netflix has a dedicated Twitter account called NetflixHelps to respond to customer complaints.

Technology 262

Technology Customer Experience Complaint resolution Gamification 262

Beyond Philosophy

SEPTEMBER 25, 2017

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. Let’s take my recent adventure buying a Jeep.

Big data 284

Big data Journey mapping Consulting Consulting 284

AWS Machine Learning

DECEMBER 13, 2024

This post was written with Darrel Cherry, Dan Siddall, and Rany ElHousieny of Clearwater Analytics. About Clearwater Analytics Clearwater Analytics (NYSE: CWAN) stands at the forefront of investment management technology. trillion in assets across thousands of accounts worldwide.

Analytics 91

Analytics Management Accountability Engineering 91

Callminer

MAY 27, 2020

More modern contact centers effectively do the same while incorporating a few key differences to better harness emerging options in communication and analytics. Contact Centers Incorporate Advanced Analytics. resetting a password, getting their account number, changing their profile information, etc.) that can be automated.

Contact Center 207

Contact Center Call Center Interactive Voice Response Self service 207

AWS Machine Learning

DECEMBER 19, 2023

Customers can configure an AWS account, the repository, the model, the data used, the pipeline name, the training framework, the number of instances to use for training, the inference framework, and any pre- and post-processing steps and several other configurations to check the model quality, bias, and explainability.

Analytics 132

Analytics Engineering Government Best practices 132

CCNG

MARCH 6, 2024

There are many types of AI, however, 95% of AI is being utilized effectively and most of the innovation in the contact center is based on Generative and Analytical. Analytical AI analyzes large amounts of data and processes quickly, sometimes in real-time, and creates actionable insights from that data.

Contact Center 195

Contact Center Calibration Interactive Voice Response Analytics 195

Totango

FEBRUARY 12, 2025

It provides a consolidated view of where customer relationships stand, helping enterprises address risks, empower account teams, and uncover new opportunities to drive value. The enterprise solution Large customer accounts often have layered needs. Account-level segmentation Enterprise customers rarely behave as a single entity.

Enterprise 62

Enterprise Metrics Accountability Construction 62

AWS Machine Learning

FEBRUARY 25, 2025

Headquartered in Redwood City, California, Alation is an AWS Specialization Partner and AWS Marketplace Seller with Data and Analytics Competency. Organizations trust Alations platform for self-service analytics, cloud transformation, data governance, and AI-ready data, fostering innovation at scale.

Enterprise 102

Enterprise Engineering APIs Accountability 102

AWS Machine Learning

MARCH 4, 2025

Data privacy and network security With Amazon Bedrock, you are in control of your data, and all your inputs and customizations remain private to your AWS account. It is highly recommended that you use a separate AWS account and setup AWS Budget to monitor the costs. DISCLAIMER: This is sample code for non-production usage.

Best practices 105

Best practices Enterprise Engineering Strategic Value 105

Callminer

MARCH 23, 2020

Finally , the last method uses a threshold that accounts for short calls, counting abandoned called before the threshold as a positive. Download our guide on how speech analytics can improve your call center’s performance ! Total calls answered within threshold / Total calls answered + Total calls abandoned after threshold*100%.

industry standards 207

industry standards Service level Call Center Metrics 207

ShepHyken

SEPTEMBER 3, 2019

Taking this into account, it is almost always more profitable to retain existing customers versus acquiring new customers. How can I use data analytics and metrics to improve my CX? The Interview with Peter Fader & Sarah Toms: A key term is CLV, which stands for “customer lifetime value.” What is customer-centricity?

Customer centricity 244

Customer centricity Metrics Analytics Marketing 244

CCNG

APRIL 20, 2022

Numerous disparate systems generate perpetual flows of valuable data — the analytic raw material that can yield truth and intelligence about your people, performance, processes, culture and more. Once in place, establish a data management and analytics assessment program to identify data challenges and coordinate and prioritize projects.

Customer Experience 195

Customer Experience CCNG Gamification Analytics 195

Beyond Philosophy

MAY 15, 2021

The Verint Customer Engagement Cloud Platform draws on the latest advancements in AI and analytics, an open cloud architecture, and The Science of Customer Engagement to meet ever-increasing, ever-shifting consumer interactions and demands. 5 Rules for Managing Your Customer Experience in Business to Business.

Customer Experience 259

Customer Experience Management B2B Customer emotions 259

Outsource Consultants

FEBRUARY 25, 2025

Leverage Data Analytics for Targeted Campaigns Data analytics plays a vital role in boosting ecommerce sales through call centers. For example, you can use data analytics to identify customers who are likely to be interested in a new product line based on their past purchases. Predictive analytics takes this approach further.

Call Center 67

Call Center Sales outsourcing Technical Support 67

AWS Machine Learning

NOVEMBER 7, 2024

SageMaker JumpStart is a machine learning (ML) hub that provides a wide range of publicly available and proprietary FMs from providers such as AI21 Labs, Cohere, Hugging Face, Meta, and Stability AI, which you can deploy to SageMaker endpoints in your own AWS account.

Enterprise 113

Enterprise APIs Government Accountability 113

TeleDirect

DECEMBER 22, 2024

Effective call center analytics rely on tracking the right metricsthose that align with business goals and customer satisfaction. Leverage Technology Utilize tools like CRM systems, analytics dashboards, and performance monitoring software to track metrics in real-time and gain actionable insights.

Call Center 62

Call Center Metrics Abandon rate Interactive Voice Response 62

CSM Magazine

JANUARY 20, 2025

Link your WhatsApp Business account to your organization’s professional phone number for added credibility. A WhatsApp Shared Inbox for Teams allows multiple support agents to respond to customer messages from the same WhatsApp account.

Customer Service 52

Customer Service Metrics Accountability Analytics 52

CSM Magazine

FEBRUARY 28, 2025

News of compromised accounts or large-scale fraud can spread rapidly, shaking customer confidence and even causing long-term brand damage. For example, checking account data might reside in one database, while loan information is managed by a different system entirely. This fragmentation can create blind spots.

Government 52

Government Finance Best practices Banking 52

Blueship Call Center

DECEMBER 19, 2024

Financial institutions often outsource call center services for 24/7 support in fraud detection, account inquiries, and loan processing. Advanced technical solutions like AI-driven chatbots, CRM integration, and analytics platforms are being made available by companies that outsource call center services.

outsourcing 74

outsourcing Call Center Healthcare Education 74

TeleDirect

DECEMBER 20, 2024

Compliance with industry standards like PCI (Payment Card Industry) and HIPAA (Health Insurance Portability and Accountability Act) is crucial, especially for businesses handling sensitive customer information. What reporting and analytics capabilities does the call center offer?

Call Center 62

Call Center Outbound sales industry standards Analytics 62

Integrity Solutions

MARCH 11, 2025

Taking into account all of the factors that impact sales performance is critical, because this will, in turn, affect what you measure, how you approach sales training, how your sales managers coach their reps and your overall processes and strategy. It also helps create relationships across the account, not just with a single rep.

Sales 52

Sales Metrics CRM Coaching 52

AWS Machine Learning

NOVEMBER 20, 2024

Prerequisites Before proceeding with this tutorial, make sure you have the following in place: AWS account – You should have an AWS account with access to Amazon Bedrock. This combination of intelligent metadata extraction and traditional RAG techniques results in more accurate and contextually appropriate responses to user queries.

Construction 117

Construction APIs Metrics Accountability 117

Balto

MARCH 17, 2025

Real-Time Call Center Insights Dashboard Introduction to Call Center Insights Call center analytics transforms raw operational data into actionable intelligence, enabling businesses to improve customer experience while optimizing agent performance. Modern analytics platforms examine everything from call volume patterns to customer sentiment.

Call Center 52

Call Center Customer Experience Average Handle Time Analytics 52