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

Calabrio

APRIL 15, 2025

Limited Insight into Patient Needs Too often, patient interaction data sits in silos. Without a unified view of their data, healthcare organizations cant see the full picture of patient behavior, intent, and the friction points that drive up costs and dissatisfaction. Heres how we help: 1.

Self service 94

Self service Healthcare Chatbots Contact Center 94

AWS Machine Learning

MARCH 8, 2023

With SageMaker, data scientists and developers can quickly and easily build and train ML models, and then directly deploy them into a production-ready hosted environment. It also provides common ML algorithms that are optimized to run efficiently against extremely large data in a distributed environment.

Scripts 131

Scripts Accountability Enterprise Management 131

Momentum Telecom

FEBRUARY 5, 2025

Thats where real-time call analytics can be a game-changer, unlocking valuable real-time insights from every call. However, this is only possible if your phone system is designed to collect this type of data. For legacy phone systems, the types of data you collect may be further limited or require a third-party integration.

Analytics 52

Analytics Abandon Call Abandon rate Call Logging 52

Callminer

MAY 29, 2019

According to a recent survey by Contact Babel of contact center professionals, over 90% of businesses record their calls, but only 34% are analyzing them with a speech analytics solution. To utilize your call recordings in the most efficient way you can, use tools such as speech analytics to automatically analyse and score 100% of recordings.

Contact Center 223

Contact Center Coaching Analytics Call Center 223

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 93

Analytics Engineering Metrics APIs 93

TeleDirect

APRIL 30, 2025

The Role of Call Centers in Managing Crisis Communication for Businesses Introduction In today’s unpredictable world, call centers play a pivotal role in helping businesses navigate crises that come in many formsnatural disasters, data breaches, product recalls, pandemics, cyberattacks, and PR scandals. Which messages worked?

Call Center 62

Call Center Management Scripts Healthcare 62

Calabrio

APRIL 23, 2025

Analytics Workforce Management Clarity in the Chaos: How Contact Centers Are Turning Data into Direction with Calabrio Insights Jump ahead Data Is Everywhere. But the real challenge isnt gathering data. It doesnt just visualize data. Data Is Everywhere. Insight Is Rare. Its making it usable. The result?

Contact Center 52

Contact Center Coaching Schedule adherence Agent burnout 52

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

TeleDirect

APRIL 23, 2025

Secure Handling of Sensitive Information Insurance providers manage vast amounts of confidential data. Scalable workforce for peak seasons Custom reporting and analytics TeleDirect offers all of the above with a proven track record in supporting insurance clients across the U.S. A: Not likely.

Call Center 62

Call Center Interactive Voice Response Scripts First call resolution 62

AWS Machine Learning

AUGUST 15, 2024

Amazon SageMaker Canvas now empowers enterprises to harness the full potential of their data by enabling support of petabyte-scale datasets. Organizations often struggle to extract meaningful insights and value from their ever-growing volume of data. On the Data flows tab, choose Tabular on the Import and prepare dropdown menu.

Enterprise 124

Enterprise Metrics Analytics Big data 124

AWS Machine Learning

JANUARY 13, 2023

Analyzing real-world healthcare and life sciences (HCLS) data poses several practical challenges, such as distributed data silos, lack of sufficient data at a single site for rare events, regulatory guidelines that prohibit data sharing, infrastructure requirement, and cost incurred in creating a centralized data repository.

Analytics 95

Analytics Healthcare Scripts Accountability 95

ShepHyken

JULY 5, 2019

Use data to better understand your customers. For example, your business can make data-driven decisions based on top linked articles to your tickets and calls. Additionally, you can use third-party tools such as Google Analytics and group customers based on demographics and other relevant factors. Ask for feedback.

Feedback 315

Feedback Self service Best practices Scripts 315

TeleDirect

APRIL 18, 2025

HIPAA and Legal Compliance Professional after-hours call centers follow strict data handling protocols and maintain full compliance with HIPAA, GDPR, and other applicable legal standards. Here’s how they support you: Answer Calls with Customized Scripts: Agents follow your tone and brand voice. A: Not necessarily.

Call Center 62

Call Center Bilingual agents Healthcare Scripts 62

AWS Machine Learning

MAY 1, 2023

The rapid adoption of smart phones and other mobile platforms has generated an enormous amount of image data. According to Gartner , unstructured data now represents 80–90% of all new enterprise data, but just 18% of organizations are taking advantage of this data.

Big data 113

Big data Scripts Engineering Enterprise 113

TeleDirect

APRIL 16, 2025

HIPAA Compliance and Data Security Patient confidentiality is paramount. Look for a service that has: Encrypted data storage Secure call recording Staff trained in handling PHI (Protected Health Information) Internal audits and compliance reporting 3. Customizable Scripts and Call Flows No two practices are alike.

Call Center 62

Call Center Healthcare Call flow Scripts 62

Callminer

NOVEMBER 6, 2018

By adding data from other systems – such as the IVR system – you can also see the impact of poorly performing systems on both the emotion and content in a call. But something as commonplace as a call center script can also be a source of annoyance. The 10 avoidable call center behaviors that encourage people to switch.

Scripts 186

Scripts Call Center Call center experience Contact Center 186

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 133

Management APIs Engineering Government 133

TeleDirect

APRIL 3, 2025

Custom Script Design: Tailor responses to align with your brand voice. Client Success Story: An e-commerce retailer using TeleDirects inbound solutions saw a 40% reduction in abandoned calls during peak shopping seasons by leveraging scalable staffing and custom scripts that aligned with their brand message. A: Absolutely!

Interactive Voice Response 62

Interactive Voice Response Abandon rate Healthcare Multi-channel support 62

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

TeleDirect

APRIL 25, 2025

Step 2: Prioritize HIPAA Compliance and Data Security Healthcare call centers must comply with HIPAA and other privacy regulations. Professional call centers use customized scripts and tone guidelines to align with your brand voice. How often do you perform security audits? A signed BAA is standard. A: Not necessarily.

Healthcare 62

Healthcare Call Center Abandon rate outsourcing 62

ShepHyken

NOVEMBER 4, 2022

Well-structured and Optimized CX Analytics . Organizing data systematically is one of the fundamental priorities of any company in order to enhance customer experience. The key here is to focus on the data in order to implement targeted and mindful improvements faster. . Call Center Scripts for Support Productivity .

Customer Experience 168

Customer Experience Scripts Self service outsourcing 168

AWS Machine Learning

JULY 5, 2022

If you use the default lifecycle configuration for your domain or user profile in Amazon SageMaker Studio and use Amazon SageMaker Data Wrangler for data preparation, then this post is for you. Data Wrangler supports standard data types such as CSV, JSON, ORC, and Parquet. For more information, see Jupyter Kernel Gateway.

Scripts 98

Scripts Engineering APIs Consulting 98

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

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 129

Real estate APIs Metrics Construction 129

AWS Machine Learning

DECEMBER 14, 2023

To ensure the effective operation of this job recommendation engine, it is crucial to implement a large-scale data processing pipeline responsible for extracting and refining features from Talent.com’s aggregated job listings. Multiple days of data can be processed by separate Processing jobs simultaneously.

Engineering 112

Engineering Scripts Technology Analytics 112

AWS Machine Learning

JULY 27, 2022

As shown in the following figure, the ML lifecycle begins with framing a business problem as an ML use case followed by a series of phases, including data preparation, feature engineering, model building, deployment, continuous monitoring, and retraining. Set up a Data Wrangler flow. Solution overview.

Scripts 97

Scripts Engineering Enterprise Management 97

ROI CX Solutions

MAY 1, 2025

Choosing the right sentiment analysis tool involves prioritizing features like integration capabilities, real-time reporting, scalability, and data security to ensure long-term success and adaptability. The systems capture customers words and phrases, organizing them as data. What is sentiment analysis?

Call Center 93

Call Center Coaching Contact Center Customer Care 93

Callminer

MAY 17, 2018

Some businesses utilize scripts for their call center agents. Scripts are a valuable tool because they outline what an agent should be saying to customers, but they are sometimes too rigid to see the benefits. Review Existing Data. Implement Speech Analytics. Here are six ways you can reduce customer call-backs: 1.

Interactive Voice Response 159

Interactive Voice Response First call resolution Scripts Call Center 159

Callminer

JULY 30, 2020

Speech analytics solutions like CallMiner Eureka help to improve the customer experience by consolidating intelligence from not only what was said, but how it was said, along with intent and emotional intelligence to provide actionable insights quickly. They use canned, scripted responses that lack sincerity. HealthMarkets.

Call Center 265

Call Center Customer Service Scripts Coaching 265

Callminer

AUGUST 1, 2017

Bill Dettering is the CEO and Founder of Zingtree , a SaaS solution for building interactive decision trees and agent scripts for contact centers (and many other industries). Interactive agent scripts from Zingtree solve this problem. Agents can also send feedback directly to script authors to further improve processes.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

AWS Machine Learning

DECEMBER 7, 2022

This post shows how Amazon SageMaker enables you to not only bring your own model algorithm using script mode, but also use the built-in HPO algorithm. We walk through the following steps: Use SageMaker script mode to bring our own model on top of an AWS-managed container. Solution overview. Find the metric in CloudWatch Logs.

Scripts 96

Scripts Metrics Healthcare Accountability 96

AWS Machine Learning

JULY 29, 2022

This is the second part of a series that showcases the machine learning (ML) lifecycle with a data mesh design pattern for a large enterprise with multiple lines of business (LOBs) and a Center of Excellence (CoE) for analytics and ML. In this post, we address the analytics and ML platform team as a consumer in the data mesh.

Scripts 96

Scripts Analytics Accountability Engineering 96

AWS Machine Learning

AUGUST 2, 2024

Traditionally, earnings call scripts have followed similar templates, making it a repeatable task to generate them from scratch each time. On the other hand, generative artificial intelligence (AI) models can learn these templates and produce coherent scripts when fed with quarterly financial data.

Engineering 131

Engineering Scripts Metrics APIs 131

Outsource Consultants

FEBRUARY 25, 2025

Gathering Valuable Customer Insights Call centers serve as a rich source of customer data and insights. This data (when properly analyzed) can inform product development, marketing strategies, and overall business decisions. Personalize Every Customer Interaction Personalization stands as a cornerstone for increasing ecommerce sales.

Call Center 67

Call Center Sales outsourcing Technical Support 67

CCNG

SEPTEMBER 25, 2024

Older chatbots relied on a static script, but now conversation chatbots can react more effectively to whatever inputs a customer is giving them. AI technologies such as Agent Assistance and AI-augmented Quality Analytics allow agents to get the help they need in real-time without having to call for help. GDPR, HIPAA)?

Chatbots 195

Chatbots Technical Support Scripts Interactive Voice Response 195

Callminer

JULY 16, 2018

Global Workplace Analytics recently reported that businesses would save an average of $11,000 per remote employee if they worked from home at least half of the time. The idea of gamification encourages agents to use your software solutions, follow scripts, and keep your contact center on track to meet ongoing goals.

At home agents 196

At home agents Call Center Gamification Average Handle Time 196