ShepHyken

JANUARY 15, 2021

Many important customer experience metrics can be measured in a quantitative way, and this will give a company a great overview of how its customer experience strategies are developing. Measure Customer Satisfaction Using Quantitative Metrics. And effective monitoring is integral to this.

Customer Experience 353

Customer Experience Metrics Customer retention Analytics 353

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

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

Callminer

NOVEMBER 13, 2018

At last month’s LISTEN event, we were excited to award three customers with LISTEN Awards for their achievements in speech analytics success. The LISTEN awards were presented to customer engagement analytics users whose efforts had a direct impact on improving business results for their companies.

First call resolution 260

First call resolution Analytics Sales Metrics 260

ShepHyken

DECEMBER 12, 2016

(Boomtrain) Artificial Intelligence, machine learning, and big data analytics have been around for a while in the B2B world. We Asked, Zappos Answered: Tracking Contact Center Metrics, Omni-Channel & Chatbots by Sharpen. Sure, they are common sense – but, unfortunately they are not always so common.

Customer Service 273

Customer Service Chatbots Contact Center Metrics 273

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

Lumoa

FEBRUARY 7, 2023

How do you collect VoC data? Rather than simply addressing the most pressing issues or complaints, VoC enables businesses to make data-driven, customer-centric decisions that result in meaningful and sustainable improvements in the customer experience. Here are just a few examples of data that could be included in VoC.

Customer centricity 158

Customer centricity Feedback Surveys Metrics 158

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

OCTOBER 9, 2024

Amazon Lookout for Metrics is a fully managed service that uses machine learning (ML) to detect anomalies in virtually any time-series business or operational metrics—such as revenue performance, purchase transactions, and customer acquisition and retention rates—with no ML experience required.

Metrics 93

Metrics APIs Engineering Accountability 93

CCNG

APRIL 20, 2022

Numerous disparate systems generate perpetual flows of valuable data — the analytic raw material that can yield truth and intelligence about your people, performance, processes, culture and more. Canvas the organization for siloed initiatives to mitigate data and data management duplicity and reduce cost and resource overhead.

Customer Experience 195

Customer Experience CCNG Gamification Analytics 195

ShepHyken

SEPTEMBER 3, 2019

Then build your loyalty program using this data. Metrics That Reflect Customer Equity. How can I use data analytics and metrics to improve my CX? Wait to create loyalty programs until you learn more about your customer base, their spending habits, and their wants and needs. Cross-Functional Uses of CLV.

Customer centricity 249

Customer centricity Metrics Analytics Marketing 249

ShepHyken

NOVEMBER 22, 2019

They also look into tools that can help gather useful analytics and track metrics. This way, they can use real data to improve operations and internal processes. Bottom line… Customer support has largely been seen as an industry that requires teams to be reactive.

Customer Support 370

Customer Support Multi-channel support voip Benchmark 370

AWS Machine Learning

FEBRUARY 15, 2024

With the use of cloud computing, big data and machine learning (ML) tools like Amazon Athena or Amazon SageMaker have become available and useable by anyone without much effort in creation and maintenance. This dilemma hampers the creation of efficient models that use data to generate business-relevant insights.

Metrics 121

Metrics Analytics APIs Big data 121

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

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

Callminer

SEPTEMBER 14, 2020

They serve as a bridge between IT and other business functions, making data-driven recommendations that meet business requirements and improve processes while optimizing costs. Learn more about how speech analytics can benefit your call center operation by downloading our white paper, 10 Ways Speech Analytics Empowers the Entire Enterprise.

Call Center 182

Call Center Analytics First call resolution Metrics 182

AWS Machine Learning

JANUARY 17, 2024

Geospatial data is data about specific locations on the earth’s surface. Analysis of geospatial data is sought after in a few industries. It involves understanding where the data exists from a spatial perspective and why it exists there. There are two types of geospatial data: vector data and raster data.

Advertising 131

Advertising Metrics Real estate Engineering 131

CSM Magazine

JANUARY 20, 2025

Understanding how SEO metrics tie to customer satisfaction is no longer optionalit’s essential. Metrics like bounce rate, time on site, and keyword rankings don’t just track website performance; they reveal how well you’re meeting customer needs. When users see HTTPS or the padlock icon, they know their data is safe.

Metrics 64

Metrics Feedback Analytics Scripts 64

AWS Machine Learning

OCTOBER 23, 2024

Post Call Analytics (PCA) is a solution that does most of the heavy lifting associated with providing an end-to-end solution that can process call recordings from your existing contact center. These capabilities can significantly enhance your post-call analytics workflow, making it easier to derive insights from your contact center data.

Analytics 86

Analytics Customer centricity Contact Center Government 86

ShepHyken

MAY 13, 2024

Life on the Digital Edge: Evolving Your Customer Experience by Ragy Thomas (Fast Company) When communication was mostly one-way and brand experiences were driven by mass advertising, data was structured and mostly owned. My Comment: I enjoy articles on customer service metrics. Data analytics. What Is Churn Rate?

Customer Service 193

Customer Service Customer retention Metrics Advertising 193

Callminer

MAY 27, 2020

More modern contact centers effectively do the same while incorporating a few key differences to better harness emerging options in communication and analytics. Contact Centers Incorporate Advanced Analytics. Call centers came first, focusing employees on handling large streams of customer calls at once. that can be automated.

Contact Center 207

Contact Center Call Center Interactive Voice Response Self service 207

CX Accelerator

JANUARY 7, 2019

The big challenge is parsing through the data to get actionable insight and NLP is foundational to this work. The best way to do this is by feeding it data, lots of data. Here’s an example from the text analytics world. Let’s look at an example where we see NLP at work in the CX.

Chatbots 275

Chatbots Contact Center Technology Analytics 275

AWS Machine Learning

DECEMBER 19, 2023

Many businesses already have data scientists and ML engineers who can build state-of-the-art models, but taking models to production and maintaining the models at scale remains a challenge. Data and model management provide a central capability that governs ML artifacts throughout their lifecycle.

Analytics 130

Analytics Engineering Government Best practices 130

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 131

Management APIs Engineering Government 131

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

AWS Machine Learning

DECEMBER 20, 2023

Whether logs are coming from Amazon Web Services (AWS), other cloud providers, on-premises, or edge devices, customers need to centralize and standardize security data. After the security log data is stored in Amazon Security Lake, the question becomes how to analyze it.

Engineering 131

Engineering Accountability Analytics Construction 131

AWS Machine Learning

FEBRUARY 26, 2024

In this post, we demonstrate a few metrics for online LLM monitoring and their respective architecture for scale using AWS services such as Amazon CloudWatch and AWS Lambda. Overview of solution The first thing to consider is that different metrics require different computation considerations. The function invokes the modules.

Metrics 139

Metrics Big data Analytics Engineering 139

AWS Machine Learning

AUGUST 21, 2024

Amazon DataZone is a data management service that makes it quick and convenient to catalog, discover, share, and govern data stored in AWS, on-premises, and third-party sources. However, ML governance plays a key role to make sure the data used in these models is accurate, secure, and reliable.

Government 119

Government Banking Engineering Enterprise 119

AWS Machine Learning

SEPTEMBER 11, 2024

Time series data is a distinct category that incorporates time as a fundamental element in its structure. In a time series, data points are collected sequentially, often at regular intervals, and they typically exhibit certain patterns, such as trends, seasonal variations, or cyclical behaviors. anomalyScore":0.0,"detectionPeriodStartTime":"2024-08-29

Management 114

Management Metrics Construction Sales 114

CCNG

OCTOBER 19, 2022

Oracle, 2018) Optimizing customer experience is the most exciting opportunity for 19% of businesses, ahead of data-driven marketing that focuses on individuals (16%) and content marketing (14%). Marketing Metrics, 2010) Increasing customer retention rates by 5% increases profits anywhere from 25% to 95%. over the last two years, 2.4

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

TeleDirect

DECEMBER 22, 2024

Top 10 Metrics to Measure Call Center Success Measuring the success of a call center is essential for understanding its performance, identifying areas for improvement, and delivering exceptional customer experiences. Below is a comprehensive guide to the top 10 metrics that help measure call center success.

Call Center 62

Call Center Metrics Abandon rate Interactive Voice Response 62

Callminer

JUNE 9, 2020

Average handle time, or AHT, is an important call center metric. Your average handle time is easy to calculate once you’ve gathered some data points. Talk Time: This is easy data to obtain: the amount of time your reps spend on a call. That is your average handle time.

Average Handle Time 182

Average Handle Time Best practices Call Center Coaching 182

Fonolo

MARCH 16, 2023

But without the contact center KPIs and metrics that managers use to measure the effectiveness of their operations, you’d never know for sure. We asked contact center industry influencers to share their insights into the changing role of KPIs and shine a light on new metrics to watch. KPIs matter. And they’re changing quickly.

Contact Center 151

Contact Center Average Handle Time First call resolution Metrics 151

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