ShepHyken

AUGUST 28, 2017

Each week I read a number of customer service and experience articles from various online resources. The Contact Center Playbook for Improving Customer Satisfaction [Whitepaper] by Nicolina Savelli. Cost-effective service excellence by Jochen Wirtz & Valarie Zeithaml. Here are my top five picks from last week.

Customer Service 211

Customer Service Contact Center Benchmark Big data 211

Global Response

MARCH 27, 2024

Call centers are increasingly turning to big data analytics as a pivotal tool for optimization. This transformative approach streamlines operations and significantly enhances the quality of customer interactions. Understanding big data analytics in call centers First off, what is big data analytics?

Big data 62

Big data Call Center Analytics Interactive Voice Response 62

ShepHyken

JULY 8, 2022

This week’s guest post by Sharavanan Shanmugaraju shares six customer service trends that companies need to adopt this year. Every year, companies find ways to improve customer service. This could be investing in new tools, changing processes, or adding new people to your team against customers. That’s great.

Omni-channel support 180

Omni-channel support Customer Service Multichannel Interactive Voice Response 180

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

We expect to receive personalized service everywhere – even if we are talking about the devices in our home. Customer data analytics is possible due to the rise of IoT, Big Data, and, of course, AI. Connect with Customers on a Deeper Level. Customer data makes our world client-oriented.

Advertising 261

Advertising Big data Healthcare Personalization 261

TechSee

OCTOBER 9, 2018

This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. They demand highly convenient and fast service. The key to reaching this powerful demographic is by understanding that technology is central to their being.

Customer Service 359

Customer Service Self service Virtual Agent Chatbots 359

Hero Digital

FEBRUARY 20, 2020

This, in a nutshell, is prescriptive analytics. 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. With the advent of advanced ML algorithms, analytics has now entered the prescriptive phase.

Big data 52

Big data Analytics Enterprise Government 52

ShepHyken

NOVEMBER 29, 2019

This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. This Maya Angelou quote fits perfectly when talking about the factors responsible for positive brand customer service. Customer experience has not been left behind.

Technology 272

Technology Customer Experience Complaint resolution Gamification 272

TechSee

AUGUST 7, 2024

The development of chatbots, automated email responses, and AI-driven customer support tools marked a new era in customer service automation. Today, CXA encompasses various technologies such as AI, machine learning, and big data analytics to provide personalized and efficient customer experiences.

Customer Experience 124

Customer Experience Customer Service Interactive Voice Response Chatbots 124

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. Proactive Customer Service. Generating Marketing Data.

Analytics 98

Analytics Morale Finance Benchmark 98

AWS Machine Learning

FEBRUARY 21, 2025

Similar to how a customer service team maintains a bank of carefully crafted answers to frequently asked questions (FAQs), our solution first checks if a users question matches curated and verified responses before letting the LLM generate a new answer.

Engineering 129

Engineering APIs Analytics Enterprise 129

TechSee

NOVEMBER 20, 2018

Truck Rolls – or the need to dispatch a technician to a customer’s location for service – represent one of the largest costs in customer service operations, across a wide range of industries. Data Analytics: From reactive to predictive response. The Truck Roll Challenge.

Technology 153

Technology Analytics Enterprise Call Center 153

Etech GS

JULY 31, 2019

Text data analytics : Call center is something of a misnomer as consumers now interact with companies via social media, email, messaging apps, and more. Text analytics programs can evaluate all those forms of communication, looking for themes and potential issues. The data gathered through the call center makes this easier.

Big data 40

Big data Call Center Analytics Healthcare 40

TechSee

OCTOBER 31, 2018

This data is culled from devices, networks, mobile applications, geolocations, detailed customer profiles, services usage and billing data. Using AI, telecoms can implement self-service capabilities that instruct customers how to install and operate their own devices. With Gartner forecasting that 20.4

Interactive Voice Response 100

Interactive Voice Response Telecommunications Chatbots Big data 100

Comm100

APRIL 10, 2024

AI is reshaping countless industries and services, and customer service is one such area that is changing for the better. Customer service: The current challenges Traditional customer service procedures face many limitations, with human employees often subjected to stressful experiences daily.

Customer Service 105

Customer Service Chatbots Analytics Big data 105

VocalCom

AUGUST 26, 2019

Big data has been a buzzword in the customer service industry for some time now. As every brand knows, all data—big and small—can be applied in some manner to drive sales and improve customer service. After all, understanding your customers’ habits is key to knowing how to satisfy them.

Big data 48

Big data Customer Experience Abandon rate Contact center software 48

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. In Conclusion.

Big data 124

Big data Analytics Personalization Entertainment 124

TMP Direct

DECEMBER 10, 2024

Todays customers expect tailored, meaningful interactions rather than just quick responses. 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.

Customer Support 52

Customer Support Big data Chatbots Analytics 52

Callminer

SEPTEMBER 1, 2020

While it may not have been our typical, in-person experience filled with cocktail hours and outdoor activities, there was no shortage of entertainment and powerful and engaging insight from the customer experience (CX) and contact center industry’s most influential leaders, and hands-on practitioners. The great online kick-off.

Entertainment 182

Entertainment Contact Center Analytics Customer Service 182

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

Callminer

AUGUST 23, 2018

Collecting this valuable speech and text data or over all interaction data is just the first step in managing customer expectations though. 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.

Metrics 205

Metrics Contact Center Analytics Marketing 205

CSM Magazine

NOVEMBER 3, 2020

Just like the chicken or egg conundrum the same could apply to COVID-19 and poor customer service. As many organisations hide behind the pandemic for failing service standards, Abbie Heslop, Commercial AI Analyst, EBI.AI What came first, Coronavirus or poor customer service? About the Author.

Customer Service 105

Customer Service Automotive Transportation Big data 105

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. Optimize the operations within the call center in order to improve the customer service experience. Natalya Bucuy. helpsquadusa.

Call Center 182

Call Center Analytics First call resolution Metrics 182

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

CSM Magazine

MAY 20, 2021

Focusing on that penultimate step, purchasing, is important, as it’s when customers will choose to open their wallets: Forbes estimates that 86% of consumers are willing to pay more if their experience has been positive. Fine-tuning this part of your customer experience is best achieved through the use of big data.

Big data 52

Big data Customer retention Feedback Marketing 52

Ansafone

AUGUST 28, 2019

A lack of personalization makes customers feel like just a number rather than a valued member of your inner network. The post Using Big Data to Drive Customer-Intelligent Experiences appeared first on Ansafone Contact Centers. They have no hesitations in leaving you for the next best thing when it comes along.

Big data 48

Big data Contact Center Personalization Analytics 48

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. The lesson for customer service leaders? Make it Personal.

Big data 92

Big data Call Center Call Logging Contact Center 92

CSM Magazine

FEBRUARY 6, 2025

Weve rounded up some of the best MBAs that emphasize customer service excellence, leadership, and innovation to help you make an informed decision when choosing which MBA to study. What to Look for in a Customer Service-Focused MBA Before choosing an MBA, its useful to identify key elements within a program that align with your goals.

Customer centricity 52

Customer centricity Healthcare Analytics Big data 52

Natalie Petouhof

JULY 16, 2015

Tweet How many of you have waited for the “cable guy” or “phone person” or experienced customer service that just wasn’t close to being the experience you wish the brands you do business with would provide? One way to show they care is by providing better customer care.

Analytics 63

Analytics Customer Service CRM Self service 63

TechSee

FEBRUARY 12, 2018

Well, if you happen to be in customer service, this list is for you. We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. 360-degree view of your customer. While this may seem daunting, there is no better time than the present to get started on the customer journey.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

TechSee

FEBRUARY 12, 2018

Well, if you happen to be in customer service, this list is for you. We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. 360-degree view of your customer. While this may seem daunting, there is no better time than the present to get started on the customer journey.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

Callminer

JULY 15, 2019

This virtual conference will cover a ranging of topics, expert speakers, partners and customers about better customer and agent experiences through speech analytics. This is a great opportunity to listen, watch, and learn the latest CX analytics information out there! Employee Engagement Trends of 2019 featuring nGuvu.

Telecommunications 28

Telecommunications Contact Center Analytics Employee engagement 28

Tethr

AUGUST 13, 2020

At Tethr, we talk to CX and customer service leaders every day who are working to close the gap between their desired customer experience and the actual experience they deliver to their customers. Michael Vermillion, Vice President and General Manager, Customer Service Practice at J.D.

Customer Experience 120

Customer Experience Benchmark Best practices Big data 120

CSM Magazine

MARCH 24, 2025

In the same spirit, cloud computing is often the backbone of AI applications, advanced analytics, and data-heavy systems. A Harvard Business Review study found that companies using big data analytics increased profitability by 8%. Do you need continuous scaling, advanced analytics, or specific compliance standards?

Best practices 52

Best practices Analytics Finance Big data 52

Verint

MAY 29, 2015

Can you remember the last time you experienced a customer service call that actually left you satisfied? When a service interaction is seamless, that moment lives on in a customer’s mind—and it sets the expectation for how all future experiences should go.

Big data 44

Big data Personalization Customer Service Management 44

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

Vistio

MAY 29, 2024

Advanced analytics, leveraging the power of AI and big data, have become crucial tools in understanding and enhancing customer interactions. Vistio harnesses this technology to not only decode customer needs but also to empower contact center agents, transforming them from novices to experts swiftly.

Analytics 52

Analytics Customer Experience Contact Center Big data 52