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

Avaya

DECEMBER 6, 2016

Whether you realize it or not, big data is at the heart of practically everything we do today. In today’s smart, digital world, big data has opened the floodgates to never-before-seen possibilities. If you ask us, though, the best customer experiences today are supported by customer journey analytics.

Big data 66

Big data Customer Experience Analytics Self service 66

Spearline

FEBRUARY 8, 2022

Therefore, telephone conversation is a huge area for CX management. 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.

Analytics 98

Analytics Telecommunications Big data Customer emotions 98

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

AWS Machine Learning

FEBRUARY 21, 2025

Offline knowledge management: a. Cache management and update strategy: Regularly refresh the semantic cache with current, frequently asked questions to maintain relevance and improve hit rates. For example, if the question was What hotels are near re:Invent?,

Engineering 120

Engineering APIs Analytics Enterprise 120

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

Beyond Philosophy

DECEMBER 23, 2015

Studies by Strativity, and other consulting organizations, among corporate executives have identified the financial benefits of increasing customer experience management-related resources. 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

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 205

Customer Service Contact Center Benchmark Big data 205

AWS Machine Learning

DECEMBER 7, 2023

In this post, we describe the end-to-end workforce management system that begins with location-specific demand forecast, followed by courier workforce planning and shift assignment using Amazon Forecast and AWS Step Functions. It allows for better control and efficient resource management.

Management 127

Management Engineering Analytics Construction 127

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 IDC indicates that 63.5% of telecoms are investing in AI systems to improve their infrastructure. Predictive maintenance.

Interactive Voice Response 100

Interactive Voice Response Telecommunications Chatbots Big data 100

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 115

Big data Engineering Accountability Real estate 115

TechSee

NOVEMBER 20, 2018

To reduce these truck roll costs and inefficiencies, service companies must find better solutions for better managing tech dispatches as well as for resolving more issues remotely. Data Analytics: From reactive to predictive response. Solution: Two New Technology Trends. Better CX at lower cost.

Technology 153

Technology Analytics Enterprise Call Center 153

Peter Lavers

DECEMBER 21, 2017

These blogs have generated the most engagement from my twitter and LinkedIn communities: It’s hard to believe that the Credit Crunch hit 10 years ago, and this blog considers 4 “seismic changes” that have resulted in the field of Customer Management, with versions specific to B2B and B2C. Best independent blog content. People to follow.

B2C 138

B2C B2B Customer centricity Big data 138

Callminer

AUGUST 23, 2018

As a contact center, it is your primary responsibility to understand and manage customer expectations. Collecting this valuable speech and text data or over all interaction data is just the first step in managing customer expectations though. Actionable analytics is key.

Metrics 205

Metrics Contact Center Analytics Marketing 205

AWS Machine Learning

MARCH 18, 2025

Extraction of relevant data points for electronic health records (EHRs) and clinical trial databases. Data integration and reporting The extracted insights and recommendations are integrated into the relevant clinical trial management systems, EHRs, and reporting mechanisms.

Healthcare 84

Healthcare Analytics Consulting Consulting 84

AWS Machine Learning

NOVEMBER 12, 2024

You can implement these steps either from the AWS Management Console or using the latest version of the AWS Command Line Interface (AWS CLI). data — |isin|wkn|name|fundprovider|legalstructure|totalexpenseratio|Expensive| |GB00BNRRxxxx |A3xxxx|xxxx Physical Staked Cardano|xxxx|ETN|0.0|0| 0 means not expensive, 1 means expensive.

Engineering 108

Engineering Real estate Government Big data 108

AWS Machine Learning

SEPTEMBER 6, 2023

With Amazon Kendra, you can easily aggregate content from a variety of content repositories into an index that lets you quickly search all your enterprise data and find the most accurate answer. Adobe Experience Manager (AEM) is a content management system that’s used for creating website or mobile app content. and above).

Management 124

Management Enterprise Analytics Finance 124

NobelBiz

DECEMBER 19, 2023

Have you ever wondered how call centers manage the overwhelming number of customer calls, especially those tricky situations that require immediate attention? The secret lies in effective escalation management, a crucial aspect often overlooked. This is where escalation management comes into play.

Call Center 105

Call Center Management Contact Center Wait times 105

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

AWS Machine Learning

SEPTEMBER 9, 2022

However, as a new product in a new space for Amazon, Amp needed more relevant data to inform their decision-making process. Part 1 shows how data was collected and processed using the data and analytics platform, and Part 2 shows how the data was used to create show recommendations using Amazon SageMaker , a fully managed ML service.

Analytics 89

Analytics Engineering Metrics APIs 89

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…”. Kirk Chewning.

Call Center 182

Call Center Analytics First call resolution Metrics 182

CSM Magazine

MAY 20, 2021

Fine-tuning this part of your customer experience is best achieved through the use of big data. Developing and properly deploying data sets will provide you with a clear path forward to inspire your customers and improve the terms of purchase. Using modern data.

Big data 52

Big data Customer retention Feedback Marketing 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

Callminer

MARCH 9, 2020

Software of this type helps streamline scheduling processes in a variety of ways, ranging from daily task management to full-blown shift scheduling and leave regulating. Managing Shifts. ” – Workforce Management Solutions – Ultimate Guide , Mitrefinch; Twitter: @mitrefinchca.

Best practices 182

Best practices Call Center Analytics 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 95

Analytics APIs Healthcare Big data 95

TechSee

APRIL 3, 2018

While people and processes continue to play an essential role in reducing customer churn , the technological advancement associated with AI, Big Data analytics, visualization, voice analytics, and other advanced technologies that improve the customer experience offer a critical boost to the human factor.

Customer retention 141

Customer retention Technology Analytics Technical Support 141

CSM Magazine

FEBRUARY 6, 2025

Here are some of the features to look for: Curriculum Depth in Customer Relations: Programs with specialized courses in customer relationship management, consumer behavior, and service innovation are ideal. Standout Course: Customer Analytics , which teaches how to derive actionable insights from big data to improve customer service.

Customer centricity 52

Customer centricity Healthcare Analytics Big data 52

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

DMG Consulting

JULY 16, 2019

Question: What’s the difference between customer journey mapping and customer journey analytics? Customer journey analytics (CJA) solutions, which frequently include journey mapping as a capability, take it a step further. CJA applications help to quantify the significance and impact of issues, and deliver actionable output.

Journey mapping 67

Journey mapping Analytics Interactive Voice Response Social media contact 67

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

CSM Magazine

MARCH 24, 2025

Cloud computing has gained significant momentum as an effective way to store, manage, and process data without the constraints of physical servers. What Cloud Developers Do Cloud developers create and manage software solutions on platforms such as Amazon Web Services (AWS), Microsoft Azure, or Google Cloud Platform.

Best practices 52

Best practices Analytics Finance Big data 52

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

Call Center Weekly

DECEMBER 19, 2017

By Melissa Pollock Cloud-based contact center platforms, big data analytics, omni-channel operations, and artificial intelligence applications have all contributed to a prodigious evolution in how we engage and manage customer journeys.

Technology 136

Technology Customer Experience Entertainment Coaching 136

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

ClearAction

APRIL 18, 2015

Part 2 of this article revisits a #CXO chat on twitter where ideas were discussed on how HR can expand value to the company’s CX goals by facilitating knowledge management, employee engagement, and cross-functional collaboration. Data insights can help maximize ROI of the work done by HR and employees collectively.

Customer Experience 96

Customer Experience Employee engagement Big data Customer centricity 96

Calabrio

NOVEMBER 25, 2020

Complacency is not an option as agents, supervisors and contact center managers are forced to become more strategic, taking on increasingly critical new responsibilities to deliver engaging customer experiences. With analytics, contact centers can leverage their data to see trends, understand preferences and even predict future requirements.

Contact Center 122

Contact Center Self service Banking Analytics 122

AWS Machine Learning

DECEMBER 4, 2023

We capitalized on the powerful tools provided by AWS to tackle this challenge and effectively navigate the complex field of machine learning (ML) and predictive analytics. This capability of predictive analytics, particularly the accurate forecast of product categories, has proven invaluable. SageMaker is a fully managed ML service.

Engineering 120

Engineering Analytics Benchmark Big data 120