TeleDirect

DECEMBER 25, 2024

Customer Relationship Management (CRM) Systems Store customer data and interaction history. Advanced Analytics Monitor call center performance metrics, such as resolution times and customer satisfaction scores. Advanced Analytics Monitor call center performance metrics, such as resolution times and customer satisfaction scores.

Call Center 127

Call Center Customer Experience Technical Support Healthcare 127

Global Response

FEBRUARY 17, 2025

Key takeaways VoC Data Utilization: Voice of the Customer (VoC) data captures valuable customer feedback across various channels, offering deeper insights into pain points and service gaps to enhance customer support strategies. What is Voice of the Customer (VoC) data?

Call Center 62

Call Center outsourcing First call resolution Best practices 62

CSM Magazine

FEBRUARY 28, 2025

From cybercriminals breaching payment systems to internal bad actors manipulating data for personal gain, the array of threats facing financial institutions has become both widespread and increasingly sophisticated. In this high-stakes environment, data governance services stand out as a vital pillar of protection.

Government 52

Government Finance Best practices Banking 52

TeleDirect

JANUARY 7, 2025

The Importance of Security in Call Center Services While availability is crucial, its equally important to ensure the security of customer data. With increasing cyber threats and stringent compliance requirements, businesses need a call center that prioritizes data protection. Ensure secure transactions and data protection.

Call Center 125

Call Center Abandon rate Average Handle Time Healthcare 125

AWS Machine Learning

OCTOBER 29, 2024

Recently, we’ve been witnessing the rapid development and evolution of generative AI applications, with observability and evaluation emerging as critical aspects for developers, data scientists, and stakeholders. This feature allows you to separate data into logical partitions, making it easier to analyze and process data later.

Best practices 111

Best practices Feedback Metrics APIs 111

DMG Consulting

NOVEMBER 6, 2024

GenAI is Transforming Conversation Analytics and Making it Better November 2024 As consumers, we’re bombarded with marketing declaring that products are “new and improved,” which is frequently reinforced with updated packaging and a different name. Is that the case with conversation analytics? The answer is a resounding “no”!

Analytics 48

Analytics Coaching Employee engagement Quality management 48

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.” Data custodianship will be taken more seriously. “Your customers are ‘digital natives’ and are becoming more and more concerned with data privacy issues.

Call Center 376

Call Center Technology Banking Contact Center 376

AWS Machine Learning

FEBRUARY 13, 2024

SageMaker Feature Store now makes it effortless to share, discover, and access feature groups across AWS accounts. With this launch, account owners can grant access to select feature groups by other accounts using AWS Resource Access Manager (AWS RAM).

Accountability 129

Accountability Government Engineering Scripts 129

AWS Machine Learning

FEBRUARY 21, 2025

While these models are trained on vast amounts of generic data, they often lack the organization-specific context and up-to-date information needed for accurate responses in business settings. After ingesting the data, you create an agent with specific instructions: agent_instruction = """You are the Amazon Bedrock Agent.

Engineering 120

Engineering APIs Analytics Enterprise 120

CSM Magazine

DECEMBER 17, 2024

Data is at the heart of delivering exceptional customer experiences. While businesses have long recognized the value of storing, processing, and analyzing data, the ability to utilize this information in real-time is what truly sets customer-focused companies apart. ETL is the process of extracting data from operational systems (e.g.,

Customer Experience 52

Customer Experience Enterprise B2B Customer centricity 52

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. Predicting Loyalty Changes While NPS is a lagging metric, AI turns it into a predictive tool by combining it with behavioral data. Heres how: 1.

Metrics 118

Metrics Benchmark SaaS Analytics 118

Lumoa

FEBRUARY 7, 2023

How do you collect VoC data? Rather than simply addressing the most pressing issues or complaints, VoC enables businesses to make data-driven, customer-centric decisions that result in meaningful and sustainable improvements in the customer experience. Here are just a few examples of data that could be included in VoC.

Customer centricity 158

Customer centricity Feedback Surveys Metrics 158

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

Momentum Telecom

FEBRUARY 5, 2025

Thats where real-time call analytics can be a game-changer, unlocking valuable real-time insights from every call. However, this is only possible if your phone system is designed to collect this type of data. For legacy phone systems, the types of data you collect may be further limited or require a third-party integration.

Analytics 52

Analytics Abandon Call Abandon rate Call Logging 52

AWS Machine Learning

NOVEMBER 7, 2024

Architecting a multi-tenant generative AI environment on AWS A multi-tenant, generative AI solution for your enterprise needs to address the unique requirements of generative AI workloads and responsible AI governance while maintaining adherence to corporate policies, tenant and data isolation, access management, and cost control.

Enterprise 113

Enterprise APIs Government Accountability 113

AWS Machine Learning

MARCH 19, 2025

In my decade working with customers data journeys, Ive seen that an organizations most valuable asset is its domain-specific data and expertise. The team deployed dozens of models on SageMaker AI endpoints, using Triton Inference Servers model concurrency capabilities to scale globally across AWS data centers.

Healthcare 124

Healthcare Enterprise APIs Transportation 124

PeopleMetrics

MARCH 24, 2025

Heres where AI helps: Text Analytics : As I have mentioned in this blog series several times, AI-powered text analytics can flag themes in open-ends across hundreds or thousands of recover alerts. Hold people accountable to the process. Youll have data to back it up too: trends by location, by department, by customer segment.

Analytics 90

Analytics Accountability Management 90

AWS Machine Learning

DECEMBER 20, 2023

Whether logs are coming from Amazon Web Services (AWS), other cloud providers, on-premises, or edge devices, customers need to centralize and standardize security data. After the security log data is stored in Amazon Security Lake, the question becomes how to analyze it.

Engineering 131

Engineering Accountability Analytics Construction 131

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 265

Technology Customer Experience Complaint resolution Gamification 265

AWS Machine Learning

AUGUST 8, 2024

Twilio enables companies to use communications and data to add intelligence and security to every step of the customer journey, from sales and marketing to growth, customer service, and many more engagement use cases in a flexible, programmatic way. Data is the foundational layer for all generative AI and ML applications.

Engineering 123

Engineering Accountability Feedback Construction 123

AWS Machine Learning

MARCH 18, 2025

The LLM can then use its extensive knowledge base, which can be regularly updated with the latest medical research and clinical trial data, to provide relevant and trustworthy responses tailored to the patients specific situation. Extraction of relevant data points for electronic health records (EHRs) and clinical trial databases.

Healthcare 84

Healthcare Analytics Consulting Consulting 84

AWS Machine Learning

SEPTEMBER 6, 2024

Generative artificial intelligence (AI) can be vital for marketing because it enables the creation of personalized content and optimizes ad targeting with predictive analytics. Vidmob’s AI journey Vidmob uses AI to not only enhance its creative data capabilities, but also pioneer advancements in the field of RLHF for creativity.

Analytics 122

Analytics Metrics Chatbots Engineering 122

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. They are processing data across channels, including recorded contact center interactions, emails, chat and other digital channels.

Analytics 120

Analytics Interactive Voice Response Average Handle Time Contact Center 120

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

NOVEMBER 29, 2023

Data preparation is a crucial step in any machine learning (ML) workflow, yet it often involves tedious and time-consuming tasks. Amazon SageMaker Canvas now supports comprehensive data preparation capabilities powered by Amazon SageMaker Data Wrangler. To import data from Snowflake, follow steps from Set up OAuth for Snowflake.

Engineering 126

Engineering Big data Customer centricity Education 126

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. Your data remains in the AWS Region where the API call is processed. All data is encrypted in transit and at rest.

Best practices 97

Best practices Enterprise Engineering Strategic Value 97

CCNG

MARCH 6, 2024

When we read the line “Some companies are already making the most of blockchain technologies for more robust security and efficiency within financial transactions and data handling, but digital transformation is vital for brands to unlock all they can deliver for their customers.” What role does Analytical AI play in contact centers?

Contact Center 195

Contact Center Calibration Interactive Voice Response Analytics 195

AWS Machine Learning

MAY 30, 2024

The opportunities to unlock value using AI in the commercial real estate lifecycle starts with data at scale. Although CBRE provides customers their curated best-in-class dashboards, CBRE wanted to provide a solution for their customers to quickly make custom queries of their data using only natural language prompts.

Real estate 129

Real estate APIs Metrics Construction 129

AWS Machine Learning

NOVEMBER 20, 2024

One of its key features, Amazon Bedrock Knowledge Bases , allows you to securely connect FMs to your proprietary data using a fully managed RAG capability and supports powerful metadata filtering capabilities. Knowledge base – You need a knowledge base created in Amazon Bedrock with ingested data and metadata. model in Amazon Bedrock.

Construction 117

Construction APIs Metrics Accountability 117

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

JULY 23, 2024

Organizations use advanced natural language detection services like Amazon Lex for building conversational interfaces and Amazon CloudWatch for monitoring and analyzing operational data. One risk many organizations face is the inadvertent exposure of sensitive data through logs, voice chat transcripts, and metrics.

Accountability 116

Accountability Government Chatbots Best practices 116

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 Multichannel 207

BlueOcean

MARCH 24, 2025

This article will walk you through key steps for building an effective SOW: Lay the Foundation for Your Contact Center SOW Clearly Define Your KPIs Set Strong Parameters Around Forecasting Establish Reporting & Analytics Expectations Build in Big-Picture Targets with a Risk & Reward Model Keep Your SOW Evergreen: Adjust and Realign 1.

Contact Center 62

Contact Center Automotive outsourcing Analytics 62

ShepHyken

SEPTEMBER 3, 2019

Taking this into account, it is almost always more profitable to retain existing customers versus acquiring new customers. Then build your loyalty program using this data. How can I use data analytics and metrics to improve my CX? There are high-, mid- and low-value customers. What is customer-centricity?

Customer centricity 247

Customer centricity Metrics Analytics Marketing 247

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. Canvas the organization for siloed initiatives to mitigate data and data management duplicity and reduce cost and resource overhead.

Customer Experience 195

Customer Experience CCNG Gamification Analytics 195

AWS Machine Learning

FEBRUARY 25, 2025

To build a generative AI -based conversational application integrated with relevant data sources, an enterprise needs to invest time, money, and people. First, you would need build connectors to the data sources. For a full list of supported data source connectors, see Amazon Q Business connectors.

Enterprise 93

Enterprise Engineering APIs Accountability 93

AWS Machine Learning

JANUARY 5, 2024

Many organizations have been using a combination of on-premises and open source data science solutions to create and manage machine learning (ML) models. Data science and DevOps teams may face challenges managing these isolated tool stacks and systems.

Management 133

Management APIs Engineering Government 133