CCNG

JANUARY 29, 2025

Some KMS can be integrated with a CRM and other software platforms Analytics and Insights: Basic knowledge bases may track how often something is accessed, KMS platforms go further. A KMS allows agents to follow step-by-step workflows, use decision trees, and access talk tracks seamlessly while assisting customers.

Multi-channel support 311

Multi-channel support CCNG Management Contact Center 311

CCNG

APRIL 3, 2025

This shift is driven by advancements in AI, automation, and data analytics, which are reshaping how businesses engage with their customers (McKinsey). Immersive Customer Experiences Technologies like IoT, augmented reality, and real-time data analytics will create smarter, more personalized interactions.

Contact Center 195

Contact Center Customer Experience outsourcing Analytics 195

CCNG

JUNE 12, 2024

Speech analytics emerges as an effective solution to automate this analysis process. This article will explore the basics of speech analytics, including its definition, functionality, types, and primary use cases within call centers. What is Speech Analytics? How does Speech Analytics work?

Analytics 195

Analytics CCNG Quality management Call Center 195

Joe Rawlinson

JANUARY 24, 2025

However, many entrepreneurs rely on intuition rather than leveraging dataa costly mistake in a data-rich era. Without a clear understanding of business analytics, entrepreneurs risk making decisions that may harm growth and profitability. Business analytics isnt just for large corporations.

Analytics 78

Analytics Marketing Education Sales 78

ShepHyken

APRIL 21, 2025

What is the difference between generative AI, analytical AI, and agentic AI? Unlike traditional AI, agentic AI can process data and understand the customer. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is Agentic AI?

Customer Experience 176

Customer Experience B2C Analytics B2B 176

AWS Machine Learning

OCTOBER 24, 2024

Conventional ML development cycles take weeks to many months and requires sparse data science understanding and ML development skills. Business analysts’ ideas to use ML models often sit in prolonged backlogs because of data engineering and data science team’s bandwidth and data preparation activities.

Banking 114

Banking Analytics Engineering Accountability 114

AWS Machine Learning

FEBRUARY 21, 2025

Thats why we use advanced technology and data analytics to streamline every step of the homeownership experience, from application to closing. Data exploration and model development were conducted using well-known machine learning (ML) tools such as Jupyter or Apache Zeppelin notebooks.

Engineering 81

Engineering Finance Accountability Analytics 81

Global Response

MARCH 12, 2025

Read Time: 12 minutes Table of Contents Introduction Looking to understand and use contact center analytics to boost efficiency and build customer loyalty? Key takeaways Understanding contact center analytics : Contact center analytics collect consumer data to help you review customer interactions and make informed business decisions.

Contact Center 62

Contact Center Analytics First call resolution Abandon rate 62

AWS Machine Learning

MARCH 27, 2025

In this post, we explore how you can use Amazon Bedrock to generate high-quality categorical ground truth data, which is crucial for training machine learning (ML) models in a cost-sensitive environment. For the multiclass classification problem to label support case data, synthetic data generation can quickly result in overfitting.

Education 112

Education Engineering APIs Enterprise 112

Calabrio

FEBRUARY 20, 2025

Analytics Maximizing Chatbot Effectiveness: The Power of Analytics and Self-Service Share As businesses continue to adopt AI-driven chatbots for customer interactions, the challenge shifts from simply having a chatbot to ensuring it delivers real value. Read more on how analytics improve AI bot performance.

Self service 64

Self service Chatbots Analytics Contact Center 64

Calabrio

FEBRUARY 28, 2025

Analytics Voice Analytics: Unlock Insights in Your Contact Center Conversations Share In the data-driven contact center of today, understanding the nuances of customer conversations is paramount. What is voice analytics? What is voice analytics? It delves deeper into the emotional and contextual layers of speech.

Analytics 52

Analytics Contact Center contact center workforce Average Handle Time 52

Connect

FEBRUARY 2, 2025

Layering in data lakes determines whether cloud migrations sink or swim. However, a critical enabler of a contact centre operators ability to embrace the advanced digital capabilities that become available in the cloud is how they design their data utilisation, which is best done during the initial stages of the migration.

Journey mapping 68

Journey mapping Virtual Agent Cloud contact Chatbots 68

BlueOcean

MARCH 11, 2025

Maybe youre all too familiar with the way your contact center seems to be a black hole of data. These insights enable continuous improvement that are deeply data-driven, rather than relying on small sample sizes and gut feelings. Or perhaps you can sense that your customers are looking for more when they come calling.

Customer Experience 62

Customer Experience Calibration Average Handle Time Metrics 62

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

SoliCall

MARCH 11, 2025

In today’s digital age, data is often referred to as the new currency. From the photos we share on social media to the conversations we have with call centers, personal data is constantly being collected, stored, and analyzed. But who owns all of this data? This might be for advertising or to improve their algorithms.

Advertising 52

Advertising Call Center Personalization Analytics 52

AWS Machine Learning

DECEMBER 4, 2024

SageMaker Unified Studio combines various AWS services, including Amazon Bedrock , Amazon SageMaker , Amazon Redshift , Amazon Glue , Amazon Athena , and Amazon Managed Workflows for Apache Airflow (MWAA) , into a comprehensive data and AI development platform. Consider a global retail site operating across multiple regions and countries.

APIs 107

APIs Sales Surveys Analytics 107

Calabrio

MARCH 5, 2025

Analytics Customer Experience (CX) Analytics: A Complete Guide for 2025 Share Today, the experiences businesses offer their customers before, during, and after purchase are every bit as important as the products and services they sell. Dig into this guide on CX analytics and learn how you too can unearth game-changing CX insights.

Analytics 52

Analytics Customer Experience Agent Empowerment Contact Center 52

ShepHyken

JANUARY 12, 2025

Marketing expert Erik Huberman shares his knowledge in this article and shows that more than just personalizing the experience at the moment (from data that AI uses based on past purchases and habits), you can now use AI to predict what customers want and need. With predictive analytics, you dont react to the customers past behavior.

Customer Service 185

Customer Service Customer retention Personalization Sales 185

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 First call resolution 127

Momentum Telecom

JANUARY 31, 2025

However, the technology also comes with considerable data security and privacy concerns. Maximizing your investment in AI means navigating these roadblocks without compromising on privacy and data security for sensitive company info, customer data, and proprietary information.

Government 59

Government Education Enterprise APIs 59

Hodusoft

APRIL 21, 2025

It gains more ground in 2010, especially in helping with big data analysis. It plays a key role in agent and customer side operations as well as in analytics. AI-powered speech analytics and text analytics empower call centers to create custom responses or draft suitable messages.

Contact center software 98

Contact center software Contact Center Customer Service contact center solutions 98

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

ChurnZero

FEBRUARY 7, 2025

CS teams need specialized tools that give them deeper insights and predictive analytics. For a more effective outcome, a CSP works alongside your CRM, enhancing insights and giving CS teams the actionable data they need. How to combine CSP and CRM data to fight churn more effectively.

CRM 59

CRM Upselling Best practices Analytics 59

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

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

ShepHyken

JULY 11, 2022

That allows you to interpret the data and use it to create a better experience for all customers. Implement These 5 Customer Experience Analytics to Upgrade Your Call Center by Emily Gregor. Aircall) Data used in customer experience analytics can be drawn from any interaction between an organization and its customers.

Customer Service 62

Customer Service Average Handle Time Metrics Analytics 62

ShepHyken

SEPTEMBER 7, 2023

Customer health monitoring Train your team on the tools and analytics platforms you use to monitor customer health. Provide guidelines on interpreting data and taking proactive measures before minor issues become churn risks. Assess how they’re going to harness analytics to make the right decisions.

B2C 349

B2C Customer centricity Feedback Upselling 349

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

AWS Machine Learning

OCTOBER 16, 2024

In this post, we demonstrate how the CQ solution used Amazon Transcribe and other AWS services to improve critical KPIs with AI-powered contact center call auditing and analytics. Additionally, Intact was impressed that Amazon Transcribe could adapt to various post-call analytics use cases across their organization.

Customer Service 89

Customer Service Scripts Coaching Finance 89

Beyond Philosophy

MARCH 19, 2020

Reviewing Data is Not Important to 25 % of You. We also learned that 25 percent of people do not think it’s important to review data for hidden patterns and insights. Maybe these respondents tried to analyze data for patterns before or attempted to identify insights through data in the past and thought it was a waste of time.

Consulting 479

Consulting Consulting Marketing Customer centricity 479

TechSee

DECEMBER 11, 2024

Prediction 4: Data Privacy and Data Accuracy Will Dominate CX Strategies Forecast : With increasing scrutiny on data security, customer privacy was expected to shape service innovation, particularly in sensitive sectors like finance and healthcare. In the Generative AI space, data accuracy remains a top concern across verticals.

Self service 109

Self service Enterprise Finance Healthcare 109