Contact Center Pipeline

JUNE 23, 2022

I had a conversation recently with Laura Sikorski, who is an independent consultant and leading contact center industry authority, on the critical topic of analytics. “An An example of a lesson learned with analytics is the increased usage of the chat channel—about 20% per year since 2016.”

Analytics 147

Analytics Consulting Consulting Contact Center 147

ShepHyken

SEPTEMBER 7, 2023

Account management Offer workshops on relationship-building, active listening, and consultative selling for identifying upsell or cross-sell opportunities. Customer health monitoring Train your team on the tools and analytics platforms you use to monitor customer health. When looking for a platform, take all of this into consideration.

B2C 356

B2C Customer centricity Feedback Upselling 356

NobelBiz

OCTOBER 22, 2024

Fortunately, contact centers can make full use of analytics and smart routing capabilities to maximize inbound call capabilities. Leverage Analytics to Track, Adapt, and Succeed The analytics coming from call centers present the necessary data that enables firms to interpret their performance and customer behavior.

Analytics 52

Analytics Interactive Voice Response Contact Center First call resolution 52

CSM Magazine

APRIL 10, 2025

Two industry leaders, 3CLogic and Glidefast Consulting , have joined forces to deliver a powerful, integrated solution that bridges the gap between digital workflows and human interactions on ServiceNow. AI-Powered Speech Analytics : Uncover valuable insights to guide decision-making and organizational improvements.

contact center solutions 59

contact center solutions Consulting Consulting Contact Center 59

Beyond Philosophy

AUGUST 29, 2016

It’s like we always say in our Customer Experience Consultancy work: Over 50% of the Customer Experience is emotional. Predictive Analytics is a field exploring this idea in detail. In predictive analytics, analysts use predictive modeling, which is using statistics to predict what will happen next.

Consulting 278

Consulting Consulting Analytics Customer emotions 278

Beyond Philosophy

SEPTEMBER 26, 2014

Certainly with the types of investments that are made, the sophistication of the analytics that is undertaken and the vast sums of money involved you would want to think that that is the case, wouldn’t you? Alex Edmans, from the London School of Business, looked at real-time data this past June during the 2014 World Cup in Brazil.

Consulting 326

Consulting Consulting Marketing Analytics 326

Beyond Philosophy

SEPTEMBER 1, 2022

Psychology Today describes it as “ a process that gives us the ability to know something directly without analytic reasoning, bridging the gap between the conscious and nonconscious parts of our mind, and also between instinct and reason. ”. As you feed data into it, the machine is doing its version of making connections and finding links.

Analytics 370

Analytics Consulting Consulting Personalization 370

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

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 112

Healthcare Analytics Consulting Consulting 112

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.” For instance, cloud VOIP systems, live chat software, video consultation, asynchronous messaging, SMS service lines, and so on.

Call Center 376

Call Center Technology Banking Contact Center 376

Beyond Philosophy

DECEMBER 23, 2015

Reflective of the escalating focus on customer data, experiences, and relationships across all methods of communication and access, the role is rapidly evolving and morphing; however, there is general agreement regarding its significance in building and sustaining true value, planning capability, and enterprise customer-centricity.

Chief Customer Officer 250

Chief Customer Officer Enterprise Customer centricity Consulting 250

AWS Machine Learning

NOVEMBER 15, 2024

Principal wanted to use existing internal FAQs, documentation, and unstructured data and build an intelligent chatbot that could provide quick access to the right information for different roles. The chatbot improved access to enterprise data and increased productivity across the organization.

Chatbots 112

Chatbots Engineering Enterprise Government 112

OrecX

JANUARY 5, 2021

This is the only way to ensure your speech analytics solution is adequately interpreting and transcribing both your agents and your customers. REAL TIME - Does your recording solution capture call audio in a real-time streaming manner so your transcription and analytics engine can process the call as it happens, or post-call?

Analytics 127

Analytics APIs CRM Engineering 127

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 123

Engineering APIs Analytics Enterprise 123

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

Beyond Philosophy

MAY 8, 2021

Verint helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise. Author, consultant, and investor Nir Eyal, breaks down lying into a 2 x 2 framework. appeared first on CX Consulting. Spoiler alert: it’s nothing good.).

Customer Experience 259

Customer Experience Consulting Consulting Enterprise 259

Outsource Consultants

FEBRUARY 25, 2025

At Outsource Consultants, we’ve seen ecommerce call center services significantly boost revenue and customer satisfaction. Gathering Valuable Customer Insights Call centers serve as a rich source of customer data and insights. Ecommerce is booming, but 96% of customers say customer service impacts brand loyalty.

Call Center 67

Call Center Sales outsourcing Technical Support 67

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

Outsource Consultants

FEBRUARY 24, 2025

At Outsource Consultants, we’ve witnessed a surge in interest for Tijuana nearshore call centers. Research from Denison Consulting concludes that companies demonstrating higher levels of performance in key areas of corporate culture, including adaptability, can significantly improve their customer satisfaction rates.

outsourcing 67

outsourcing Call Center Consulting Consulting 67

CCNG

DECEMBER 6, 2020

Next in line, there was a 5-way tie for the following capabilities: Omni Channel, Speech Analytics (word or sentiment recognition), Proactive Notifications, Chat Bots, and Intelligent routing to match best agent for each call. Veteran consultants with experience to guide clients through complex projects and transition to cloud.

Omni-channel support 195

Omni-channel support Contact Center Technology voip 195

Beyond Philosophy

MAY 21, 2022

Fleischaker emphasizes the critical nature of ensuring that you don’t overlook Voice of Customer data, which is crucial part, so you can optimize the relevance of the insights you get from it. The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row.

Consulting 39

Consulting Consulting Enterprise Analytics 39

Taylor Reach Group

AUGUST 26, 2020

On top of the sampling issue is also the cost of collecting data directly from customers. Another method, could be using internal data from CRM system (assuming that the organization has employed such system). The benefit here is that there is a much larger population of data to work with. Let’s stat analyzing the results.

Analytics 121

Analytics Interactive Voice Response Contact Center CRM 121

Beyond Philosophy

APRIL 6, 2016

For example, many companies are now more actively using gamification as both a competitive weapon and as a customer data-gathering device. Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA. Republished with permission from CustomerThink.com.

Gamification 236

Gamification Benchmark Automotive Wireless 236

AWS Machine Learning

JANUARY 31, 2025

The PDF page images are processed by Amazon Textract to extract text, specific entities, and table data using Optical Character Recognition (OCR). Additional entity extraction and table data detection was included to identify names, policy numbers, dates, and more. If the email has a PDF attachment, the PDF is parsed.

Engineering 99

Engineering Enterprise APIs Consulting 99

NobelBiz

JULY 25, 2023

Interaction Analytics often termed the keystone of customer engagement strategies, provides businesses with a profound look into customer behaviors, preferences, and patterns when engaging with products or services. What is Interaction Analytics? The speed of response, frequency of queries, and keywords used can provide crucial data.

Analytics 98

Analytics Call Center Contact center software Scripts 98

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 124

Engineering Big data Customer centricity Education 124

AWS Machine Learning

MARCH 22, 2023

In this post, we show how to configure a new OAuth-based authentication feature for using Snowflake in Amazon SageMaker Data Wrangler. Snowflake is a cloud data platform that provides data solutions for data warehousing to data science. For more information about prerequisites, see Get Started with Data Wrangler.

APIs 98

APIs Engineering Analytics Scripts 98

Beyond Philosophy

MAY 7, 2022

The combination of AI, behavioral sciences, and data is a powerful way to gain insight into your customers behavior so you can provide a proactive and perfect experience for them. But how good is the data you are feeding it? And are you feeding ALL your data into the mix? Key Ideas to Improve your Customer Experience.

Consulting 195

Consulting Consulting Enterprise Contact Center 195

Beyond Philosophy

MAY 15, 2021

Verint helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise. The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Follow Colin on LinkedIn and Twitter.

Customer Experience 259

Customer Experience Management B2B Customer emotions 259

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 132

Management APIs Engineering Government 132

Beyond Philosophy

MARCH 1, 2017

They like data and they think analytically. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. A lot of corporate executives are “numbers people.” Revealed: Shopping Malls Fight Back! Revolutionary Thinking on Customer Loyalty.

Journey mapping 288

Journey mapping Customer emotions Consulting Consulting 288

Beyond Philosophy

APRIL 24, 2021

Verint helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise. The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Follow Colin on LinkedIn and Twitter. The post ZERO Cost!

Customer Experience 221

Customer Experience Consulting Consulting Enterprise 221

Beyond Philosophy

MAY 12, 2022

One of the crucial ways that the science is more powerful is the quality of the customer data you feed into the process. So, the question becomes, how complete is the data you would feed into the scientific process? It’s the convergence between behavioral science, AI, and data. It Starts with Customer Science.

Contact Center 195

Contact Center Analytics First call resolution Consulting 195

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.) Brand Equity.

Banking 225

Banking Customer centricity Big data Finance 225

ShepHyken

OCTOBER 21, 2022

She’s also a web design consultant focusing on customer experience and user interface. But to build targeted messaging, it helps to look at your real-time data and analytics so you can segment your customers into different groups. She’s also a web design consultant with a focus on customer experience and user interface.

Marketing 200

Marketing Customer Experience Customer centricity Advertising 200

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

Callminer

FEBRUARY 21, 2018

One common mistake I see from call centers that I have consulted with over the last year is…”. Plus, your on-site data could be stolen which has happened to me in the past. Some of these systems employ speech analytics to determine what is being said and the overall tone of the call. Michael Replogle. CustomerServLTD.

call center software 210

call center software Call Center Contact Center Interactive Voice Response 210