Contact Center Pipeline

FEBRUARY 16, 2022

Big data analytics is about to explode, marking a watershed moment for contact centers. There has never been a greater need for data-driven insights as businesses prioritize revenue growth amid rapidly shifting customer expectations, severe staffing shortages, and rising contact volume.

Analytics 130

Analytics Contact Center Big data Technology 130

Global Response

MARCH 27, 2024

Call centers are increasingly turning to big data analytics as a pivotal tool for optimization. By harnessing the power of vast data sets, businesses can uncover deep insight into customer behavior, preferences, and trends, enabling them to tailor their services for maximum impact. Let’s take a look.

Big data 62

Big data Call Center Analytics Interactive Voice Response 62

Aspect

AUGUST 26, 2019

There is information everywhere: in your ACD , WFM, CRM, quality management, recording, surveys, speech analytics and self-service systems. As new customer engagement channels become popular and better speech and text analytics tools come into use, we are faced with an inexorable rising tide of available information.

Big data 102

Big data Management Journey mapping Contact Center 102

The Northridge Group

MAY 9, 2018

To make it worse, the pace of this information continues to increase; data (lots of it) is being produced more rapidly than ever before. How can you capture this data and use it to help you and your organization make informed decisions, and ideally to predict future behavior and events?

Big data 131

Big data Consulting Consulting Analytics 131

The Northridge Group

MARCH 28, 2022

In our previous post , we discussed the importance of adopting a data-driven analytical approach to move the needle on patient/member experience, enabling higher CMS Stars Ratings and increased bonus payments for Medicare Advantage plan providers. A Success Story.

Healthcare 128

Healthcare Analytics Contact Center First call resolution 128

ShepHyken

OCTOBER 2, 2020

Customer data analytics is possible due to the rise of IoT, Big Data, and, of course, AI. It’s well-known that businesses use Big Data to target customers. Customer data makes our world client-oriented. It seems that the dream of having what you want before you even say it is almost at our doorstep.

Advertising 259

Advertising Big data Healthcare Personalization 259

Spearline

FEBRUARY 8, 2022

With many millions of customer conversations happening each and every day, voice traffic is very much “big data”. This data offers insights to those who choose to look deeply. Voice analytics promises to measure customer emotion in each call. Voice analytics can also alert management to what is absent in a conversation.

Analytics 98

Analytics Telecommunications Big data Customer emotions 98

ShepHyken

DECEMBER 12, 2016

Boomtrain) Artificial Intelligence, machine learning, and big data analytics have been around for a while in the B2B world. I have added my comment about each article and would like to hear what you think too. Is Your Digital Marketing Strategy Ready for an AI Intervention? by Tara Thomas.

Customer Service 275

Customer Service Chatbots Contact Center Metrics 275

Expivia

NOVEMBER 20, 2020

This week we will be talking about 10 unique use cases for speech analytics. Speech analytics is evolving to have use cases not yet thought of. For those of you who use speech analytics and want to expand the ROI for them, this is for you. Generating Marketing Data. Proactive Customer Service. Tracking Silence.

Analytics 98

Analytics Morale Finance Benchmark 98

ShepHyken

AUGUST 28, 2017

Business Over Broadway) The tools and methods of artificial intelligence, machine learning and predictive analytics will play a major role in helping businesses better understand and manage the customer experience. Artificial Intelligence: The Customer Experience Imperative by Bob Hayes. While nearly every major U.S.

Customer Service 209

Customer Service Contact Center Benchmark Big data 209

The Northridge Group

SEPTEMBER 13, 2018

Today’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.

Analytics 132

Analytics Personalization Customer Experience Big data 132

Beyond Philosophy

JANUARY 7, 2016

Predictive Analytics Are Key. Big data can be used to research past behavior. However, the data must include the emotional influences as well to be accurate, at least for predicting how a Customer Experience can influence future behavior. Predictive analytics are key to improving Customer Experience in 2016.

Employee engagement 186

Employee engagement Big data Analytics Education 186

AWS Machine Learning

NOVEMBER 22, 2024

It enables different business units within an organization to create, share, and govern their own data assets, promoting self-service analytics and reducing the time required to convert data experiments into production-ready applications. In his spare time, he rides motorcycle and walks with his sheep-a-doodle!

Government 85

Government Banking Accountability Engineering 85

Beyond Philosophy

JULY 4, 2016

I’m capitalizing the first letter of each word because the pervasiveness of digital transformation has all the feel of Big Data a few years ago and Reeingineering in the 1990’s. Much of the digital transformation emphasis has been on technology (big data analytics and cloud, mobile apps, etc.)

Banking 225

Banking Customer centricity Big data Finance 225

Contact Center Pipeline

JULY 17, 2018

In the era of big data, leading contact centers are taking a hard look at their use of analytics. However, with the increasing tsunami of contact center data available at your fingertips, knowing which data-dots to connect in order to reveal the underlying business insights can be challenging at best.

Contact Center 133

Contact Center Big data Analytics Call Center 133

ShepHyken

NOVEMBER 29, 2019

The mobile app experience seamlessly integrates with pioneering technologies like artificial intelligence, augmented and virtual reality and big data analytics to offer engaging experiences. More brand recognition, more leads, and more customers. . Customer engagement isn’t just limited to remote experiences.

Technology 269

Technology Customer Experience Complaint resolution Gamification 269

TechSee

NOVEMBER 20, 2018

There are two complementary trends in the market today that, together, have the power to significantly reduce truck rolls across a wide range of industries, such as telecom, utilities, consumer electronics, and more. Predictive support through data analytics. Remote visual resolution through live streaming video and augmented reality.

Technology 153

Technology Analytics Enterprise Call Center 153

AWS Machine Learning

MARCH 18, 2025

Comprehensive patient insights The LLMs ability to process and contextualize unstructured audio data provides a more holistic understanding of the patients condition, enabling better-informed decision-making. Her work has been focused on in the areas of business intelligence, analytics, and AI/ML.

Healthcare 97

Healthcare Analytics Consulting Consulting 97

C3Centricity

MARCH 15, 2018

A 2015 Capgemini and EMC study called “Big & Fast Data: The rise of Insight-Driven Business” showed that: 56% of the 1,000 senior decision makers surveyed claim that their investment in big data over the next three years will exceed past investment in information management.

Big data 124

Big data Analytics Personalization Entertainment 124

ShepHyken

JULY 8, 2022

Predictive Analytics will help businesses to stay ahead and provide high-touch CX. Predictive analytics is an effective way to solve problems. Simply put, predictive analytics is a branch of advanced analytics used to predict the future. Automatically solve simple customer questions without contacting an agent. .

Omni-channel support 177

Omni-channel support Customer Service Multichannel Interactive Voice Response 177

Peter Lavers

DECEMBER 21, 2017

Big data, analytics, AI and IoT continue to be hot topics, and in this 2-part blog I argue that customer data is the new marketing battleground , and that analytics are the new weapons guidance systems.

B2C 138

B2C B2B Customer centricity Big data 138

C3Centricity

MAY 25, 2020

A 2015 Capgemini and EMC study called “Big & Fast Data: The rise of Insight-Driven Business” showed that: 56% of the 1,000 senior decision makers surveyed claim that their investment in big data over the next three years will exceed past investment in information management.

Technology 121

Technology Big data Analytics Personalization 121

AWS Machine Learning

FEBRUARY 10, 2025

With more than 20 years of experience in data analytics and enterprise applications, he has driven technological innovation across both the public and private sectors. At RDC, Charles leads research, development, and product advancementcollaborating with universities to leverage advanced analytics and AI.

Chief Customer Officer 83

Chief Customer Officer Banking SaaS Engineering 83

TechSee

OCTOBER 31, 2018

This data is culled from devices, networks, mobile applications, geolocations, detailed customer profiles, services usage and billing data. With Gartner forecasting that 20.4 Predictive maintenance. The post 4 AI Trends that will Transform the Telecom Industry in 2019 appeared first on Techsee.

Interactive Voice Response 100

Interactive Voice Response Telecommunications Chatbots Big data 100

Beyond Philosophy

DECEMBER 23, 2015

Many are actively collecting Voice of Customer (VOC) data through surveys, feedback management, analytics and market research relating to customer retention, loyalty, brand equity and satisfaction. As a result, they are able to create enormous streams and bases of data – known, collectively, as “Big Data”.

Chief Customer Officer 250

Chief Customer Officer Enterprise Customer centricity Consulting 250

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.

Engineering 104

Engineering APIs Analytics Enterprise 104

TMP Direct

DECEMBER 10, 2024

AI, combined with machine learning and big data, is at the forefront of hyper-personalization, analyzing customer behavior and preferences to deliver customized service recommendations. Soon, AI-powered support systems will proactively suggest solutions based on real-time data, enhancing customer satisfaction and engagement.

Customer Support 52

Customer Support Big data Chatbots Analytics 52

Callminer

NOVEMBER 6, 2019

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. Data Permission. Data Preparation.

Big data 140

Big data Analytics Metrics Sales 140

Beyond Philosophy

JANUARY 7, 2016

Predictive Analytics Are Key. Big data can be used to research past behavior. However, the data must include the emotional influences as well to be accurate, at least for predicting how a Customer Experience can influence future behavior. Predictive analytics are key to improving Customer Experience in 2016.

Employee engagement 150

Employee engagement Big data Analytics Education 150

The Northridge Group

NOVEMBER 10, 2023

Fortunately, organizations can use the digital ecosystem to their advantage and enhance patient acquisition capabilities with data analytics. The healthcare data analytics market has been growing at a 1 5.3% This market has been experiencing such rapid growth for one reason: data analytics works.

Analytics 77

Analytics Healthcare Marketing Consulting 77

AWS Machine Learning

SEPTEMBER 3, 2024

Harnessing the power of big data has become increasingly critical for businesses looking to gain a competitive edge. However, managing the complex infrastructure required for big data workloads has traditionally been a significant challenge, often requiring specialized expertise.

Big data 101

Big data Engineering Accountability Real estate 101

Callminer

AUGUST 23, 2018

Once you’ve collected the data, you need to do something with it if you want to improve the customer experience and deliver exceptional customer service consistently. Actionable analytics is key. Speech analytics software is a tool used by many contact centers to easily collect data across multiple channels.

Metrics 205

Metrics Contact Center Analytics Marketing 205

Callminer

SEPTEMBER 1, 2020

Later on, breakout sessions led by customers, Avadyne Health , Gant Travel , and more offered some powerful case studies including an analysis from Direct Dialog’s Marvie Wright on how speech analytics helped their virtual workforce yield 10% more revenue. The show goes on. CETX 2020: It was a cyber success.

Entertainment 182

Entertainment Contact Center Analytics Customer Service 182

Fonolo

OCTOBER 8, 2019

Big data is now used to address an increasing variety of business problems, from product launches to fraud and compliance. As retail contact center leaders gear up for the busiest time of the year, big data may be the last thing on their minds. Achieving this data-centric approach to CX may sound quixotic.

Big data 92

Big data Call Center Call Logging Contact Center 92

Callminer

SEPTEMBER 14, 2020

For instance, to improve key call center metrics such as first call resolution , business analysts may recommend implementing speech analytics solutions to improve agent performance management. Successful call centers use analytics to help aid, streamline and maximize customer service and sales needs…”. AmraBeganovich. Kirk Chewning.

Call Center 182

Call Center Analytics First call resolution Metrics 182

AWS Machine Learning

NOVEMBER 3, 2022

We also look into how to further use the extracted structured information from claims data to get insights using AWS Analytics and visualization services. We highlight on how extracted structured data from IDP can help against fraudulent claims using AWS Analytics services. Detect fraudulent insurance claims.

Analytics 81

Analytics APIs Healthcare Big data 81

Balto

JANUARY 14, 2025

In todays customer-first world, monitoring and improving call center performance through analytics is no longer a luxuryits a necessity. Utilizing call center analytics software is crucial for improving operational efficiency and enhancing customer experience. What Are Call Center Analytics?

Call Center 52

Call Center Analytics Average Handle Time Big data 52