ShepHyken

JUNE 1, 2023

This week, we feature an article by Miika Makitalo, CEO of HappyOrNot , the company behind the Smiley Touch™ customer experience improvement solution and a leader in data analytics. He discusses how feedback and data analytics can make or break the customer experience. This leads to repeat business.

Analytics 156

Analytics Customer Experience Feedback Chatbots 156

CCNG

JULY 13, 2022

What data are you using and where is it coming from? environment, data changes in value as it reckons with the moment in time it’s used. With such varied vernacular, each medium and situation will have unique challenges that arise when testing the accuracy of the data they produce. Depending on its source, time, and ?environment,

Analytics 195

Analytics CCNG Management 195

Contact Center Pipeline

SEPTEMBER 15, 2021

We know as consumers that there’s a certain feeling and satisfaction you get after having a really great customer service experience.

Customer Service 287

Customer Service Quality management Personalization Analytics 287

PeopleMetrics

JANUARY 20, 2025

When I wrote Listen or Die , text analytics was already emerging as the backbone of Voice of the Customer (VoC) programs. Fast forward to 2025, and weve entered a new era of text analytics. Summarization at Scale In 2017, text analytics tools often produced raw data like word clouds, sentiment scores, and theme counts.

Analytics 118

Analytics Airlines Feedback Surveys 118

3CLogic

NOVEMBER 7, 2024

Behind every engagement hides a mountain of data, simply waiting to be leveraged for an in-depth performance analysis. Modern organizations are turning to AI to automate the processes of gathering, evaluating, and analyzing engagement data. Definition: What is Speech Analytics? How did that conversation really go?

Analytics 105

Analytics Contact Center Personalization Time management 105

Callminer

NOVEMBER 9, 2020

Scammers are armed with advanced technology and access to private user data obtained through illicit channels. For more information on fraud prevention through the use of speech analytics and AI, download our white paper, Sitel + CallMiner Survey: Preventing Fraud and Preserving CX with AI.

Call Center 345

Call Center Banking Contact Center Accountability 345

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

ShepHyken

NOVEMBER 26, 2019

Natural language processing is an analytic tool that helps programs and AI ( a rtificial i ntelligence) analyze and understand “everyday” language. . How can analytics and data tools improve my customer service? . Sound a little technical? It is, but it’s fascinating. More important, it’s relevant. Top Takeaways: .

Feedback 71

Feedback Analytics Surveys Customer Service 71

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

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 Experience 479

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

ShepHyken

NOVEMBER 6, 2023

The value of customer feedback lies not just in data collection but in taking action. Implementing customer feedback strategies can increase sales and profits as businesses make data-driven decisions to optimize operations and meet customer expectations. But you can’t make massive changes based on one customer’s comments.

Feedback 349

Feedback Healthcare Analytics Customer Service 349

ShepHyken

DECEMBER 25, 2023

Never assume you know what your customer wants without looking at data. Even the most passionate organizations can misinterpret customer behavior, so always rely on data to make decisions. Embrace continuous improvement. Use data to understand customers’ digital behavior.

Multichannel 240

Multichannel Analytics Feedback Metrics 240

AWS Machine Learning

NOVEMBER 22, 2024

This post dives deep into how to set up data governance at scale using Amazon DataZone for the data mesh. The data mesh is a modern approach to data management that decentralizes data ownership and treats data as a product.

Government 100

Government Banking Accountability Engineering 100

ShepHyken

APRIL 30, 2021

In 2021, you can gain an edge over the competition by introducing predictive analytics to analyze the user experience and close the customer feedback loop. . You can even employ analytics to predict customer expectations and plan your conversations accordingly.

Customer Service 375

Customer Service Chatbots Analytics Upselling 375

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

AWS Machine Learning

SEPTEMBER 6, 2024

Generative artificial intelligence (AI) can be vital for marketing because it enables the creation of personalized content and optimizes ad targeting with predictive analytics. Vidmob’s AI journey Vidmob uses AI to not only enhance its creative data capabilities, but also pioneer advancements in the field of RLHF for creativity.

Analytics 121

Analytics Metrics Chatbots Engineering 121

AWS Machine Learning

FEBRUARY 28, 2024

The solution in this post aims to bring enterprise analytics operations to the next level by shortening the path to your data using natural language. Second, you might need to build text-to-SQL features for every database because data is often not stored in a single target. We use Anthropic Claude v2.1

Engineering 141

Engineering Best practices Analytics Enterprise 141

AWS Machine Learning

NOVEMBER 15, 2024

At GoDaddy, we take pride in being a data-driven company. Our relentless pursuit of valuable insights from data fuels our business decisions and works to achieve customer satisfaction. GoDaddy’s business challenge Data has always been a competitive advantage for GoDaddy, as has the Care & Services team.

Analytics 112

Analytics Engineering APIs Customer Care 112

Beyond Philosophy

JULY 13, 2023

However, the trade-off is that it does it without making the connections about why in the data. You might also recall the three pillars of Customer Science: data, AI, and the behavioral sciences. Someone writes the code used, and then the AI collects the data using the code. It all happens beneath the surface.

Customer emotions 359

Customer emotions Education Customer Experience Analytics 359

CCNG

MARCH 6, 2024

When we read the line “Some companies are already making the most of blockchain technologies for more robust security and efficiency within financial transactions and data handling, but digital transformation is vital for brands to unlock all they can deliver for their customers.” What role does Analytical AI play in contact centers?

Contact Center 195

Contact Center Calibration Interactive Voice Response Analytics 195

AWS Machine Learning

SEPTEMBER 23, 2024

This innovation has transformed client interactions and operational efficiency through the use of Amazon Transcribe Call Analytics , Amazon Comprehend , and Amazon Bedrock. For business leaders, this wealth of data on trends, sentiment, and performance opens up a treasure trove of opportunities.

Analytics 116

Analytics First call resolution Banking Interactive Voice Response 116

AWS Machine Learning

JANUARY 4, 2024

One such area that is evolving is using natural language processing (NLP) to unlock new opportunities for accessing data through intuitive SQL queries. Instead of dealing with complex technical code, business users and data analysts can ask questions related to data and insights in plain language.

Best practices 138

Best practices Enterprise Engineering APIs 138

CCNG

SEPTEMBER 11, 2024

Ranging from the intricacies of AI-driven personalization to the influential real-time analytical capabilities shaping proactive decision-making, these trends not only redefine operational structures but also signify a monumental shift in how contact centers engage with customers, aiming to provide unparalleled experiences.

Contact Center 195

Contact Center Technology CCNG First call resolution 195

AWS Machine Learning

JULY 18, 2024

Uncovering attack requirements in CVE data In the cybersecurity domain, the constant influx of CVEs presents a significant challenge. Furthermore, the seamless integration with Amazon Bedrock provided a robust and secure platform for handling sensitive data. By continuously pushing the boundaries of what’s possible, Mend.io

APIs 128

APIs Technology Analytics Benchmark 128

AWS Machine Learning

MAY 30, 2024

The opportunities to unlock value using AI in the commercial real estate lifecycle starts with data at scale. Although CBRE provides customers their curated best-in-class dashboards, CBRE wanted to provide a solution for their customers to quickly make custom queries of their data using only natural language prompts.

Real estate 127

Real estate APIs Metrics Construction 127

AWS Machine Learning

APRIL 17, 2024

Build the knowledge graph The first step in this solution is building a knowledge graph, and a valuable yet often overlooked data source for knowledge graphs is company annual reports. The prompts contain clear instructions on what to look out for and the structure to return the data in.

APIs 132

APIs Construction Management Analytics 132

AWS Machine Learning

AUGUST 8, 2024

Twilio enables companies to use communications and data to add intelligence and security to every step of the customer journey, from sales and marketing to growth, customer service, and many more engagement use cases in a flexible, programmatic way. Data is the foundational layer for all generative AI and ML applications.

Engineering 126

Engineering Accountability Feedback Construction 126

C3Centricity

JUNE 24, 2024

Insight development is based on gathering information, then data integration and analysis. Many companies struggle to benefit from all their data and information because they don’t know how to turn it into insight, or their insights remain interesting but not actionable. There are many reasons for this. None of these are!

Surveys 117

Surveys Personalization Technology Analytics 117