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

Beyond Philosophy

AUGUST 29, 2016

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. Whether you know about predictive analytics already or not, you certainly have personal experience with the concept.

Analytics 278

Analytics Consulting Consulting Customer emotions 278

ShepHyken

SEPTEMBER 16, 2016

Basic examples of KPIs include visitor engagement, cart abandonment, bounce rate and conversion rate, but Google Analytics can be used to define and measure practically any goal. With over 20 years of global experience in Marketing Applications and Analytical CRM, Mark Smith is a leader in building, growing and managing successful companies.

Customer Experience 300

Customer Experience Personalization Marketing Analytics 300

Callminer

SEPTEMBER 1, 2020

With over a thousand registrants, our inaugural CETX and very first digital conference also marked one of our largest events to date. The two-day event – hosted by bestselling author and customer service and experience expert, Shep Hyken – featured dynamic keynote presentations from four of renowned CX experts. The show goes on.

Entertainment 182

Entertainment Contact Center Analytics Customer Service 182

ShepHyken

MAY 19, 2020

Top Takeaways: Pegasystems’ annual event, PegaWorld, will be held virtually this year on June 2. To register for this event, go to the Pega website. Strategies include guided workflows, coaching, augmenting tools that support remote collaboration and applying analytics to improve areas of unproductivity.

CRM 252

CRM Coaching Self service Analytics 252

Cisco - Contact Center

NOVEMBER 8, 2024

You can use public Cisco Talos blogs and third-party threat intelligence data with Cisco Secure Network Analytics to build custom security events.

Analytics 80

Analytics Enterprise 80

ShepHyken

NOVEMBER 30, 2018

Using the journey map, analytics and voice of the customer data, identify the specific factors that drive satisfaction within each channel. See why 550+ industry executives are joining us: view more event information. To achieve that consistency, define “greatness” within each channel.

Abandon rate 258

Abandon rate Journey mapping Average Handle Time Customer centricity 258

Callminer

JUNE 24, 2019

CallMiner is excited to return to Customer Contact Week as a sponsor, exhibitor, and workshop host featuring expert insights and customer testimonials for leveraging interaction analytics in enterprise-level CX strategy! in the Montego AF Room of the Mirage Event Center. in the Montego AF Room of the Mirage Event Center.

Wireless 140

Wireless Analytics Education Enterprise 140

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. To learn more, visit Amazon Transcribe Call Analytics , Amazon Comprehend , and Amazon Bedrock. The following diagram illustrates the solution architecture.

Analytics 106

Analytics First call resolution Banking Interactive Voice Response 106

TechSee

NOVEMBER 20, 2018

Truck rolls cost anywhere from $150 – $500 per event, with that amount easily doubling when considering indirect costs. Utilizing both advanced data analytics and innovative AR remote assistance technology yields a highly efficient solution for customer service operations that directly reduces the need for truck rolls.

Technology 153

Technology Analytics Enterprise Call Center 153

TeleDirect

DECEMBER 25, 2024

Advanced Analytics Monitor call center performance metrics, such as resolution times and customer satisfaction scores. Offer real-time assistance during global sales events. Use analytics to monitor performance and optimize processes. Customer Relationship Management (CRM) Systems Store customer data and interaction history.

Call Center 127

Call Center Customer Experience Technical Support Healthcare 127

Lumoa

DECEMBER 15, 2022

Companies are finding that innovative technologies can make collecting voice of customer analytics more effortless than ever—and these technologies have opened up exciting new possibilities for improving customer experiences. In this article, we’ll go over what Voice of Customer data analytics is and the different types.

Analytics 88

Analytics Feedback Banking Surveys 88

ShepHyken

NOVEMBER 28, 2017

A recognized customer engagement thought leader, Jeff works closely with industry analysts and has been a frequent presenter at CRM industry events on subjects including consumer engagement strategy, customer analytics, digital marketing, and customer journey best practice.

CRM 198

CRM Best practices Analytics Marketing 198

Callminer

MARCH 12, 2020

In the event of failure to follow the rules put forth in this group of standards, companies may be fined by the council. Interaction analytics solutions can help collections and accounts receivables management (ARM) firms eliminate contact center compliance risk and ensure agent compliance by analyzing every interaction.

Call Center 182

Call Center Analytics Best practices Government 182

Callminer

JULY 15, 2019

This virtual conference will cover a ranging of topics, expert speakers, partners and customers about better customer and agent experiences through speech analytics. This is a great opportunity to listen, watch, and learn the latest CX analytics information out there! Webinarstock Calendar of Events.

Contact Center 28

Contact Center Telecommunications Analytics Employee engagement 28

ShepHyken

AUGUST 1, 2017

Jeff works closely with industry analysts and has been a frequent presenter at industry events on subjects including consumer engagement strategy, customer analytics, digital marketing and customer journey best practice. About: Jeff Nicholson is a recognized customer engagement thought leader.

Education 202

Education Self service CRM Best practices 202

AWS Machine Learning

JUNE 21, 2023

The Live Call Analytics with Agent Assist (LCA) open-source solution addresses these challenges by providing features such as AI-powered agent assistance, call transcription, call summarization, and much more. Post-call summary Lambda hook – The LCA Call Event/Transcript Processor invokes this hook after the call summary is processed.

Analytics 75

Analytics APIs CRM Contact Center 75

ShepHyken

JUNE 2, 2017

Matt has worked in the Martech sector for the last 17 years, serving in a variety of senior product management, marketing, and analytics roles. He speaks regularly at marketing & analytics events, is an active supporter of the American Red Cross, and a 15-year member of the Society for American Baseball Research (SABR).

Wireless 189

Wireless Banking Analytics Call Center 189

CCNG

MAY 30, 2024

However, it’s helpful to capture those events and store them for future use. If your platform produces amazing forecasts but no aligned schedules, then you likely have a data analytics platform and not a WFM platform.

Abandon rate 195

Abandon rate CCNG Average Handle Time Contact Center 195

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

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

Momentum Telecom

MAY 30, 2024

This solution further enhances collaboration using AI-powered insights and advanced analytics to ensure a robust and efficient user experience across all devices. “It In turn, leading technology vendors rely on TMC, TMCnet and our family of sites and events for exceptional branding, thought leadership, and lead generation opportunities.

Advertising 116

Advertising Customer centricity Marketing Enterprise 116

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

ShepHyken

MAY 22, 2023

Predictive analytics powered by AI can accurately assess Net Promoter Score and other measurements of customer satisfaction. ” About: Mario Matulich is the President and Managing Director of Customer Management Practice , a leader in market research, events, and customer-centricity.

Customer Service 156

Customer Service Self service Customer centricity Contact Center 156

CCNG

JULY 12, 2020

This event was driven by members and lead by their questions and insights. This complimentary webinar covers 10 steps for pandemic preparedness, crisis management solutions, the power of data and analytics and how technology plays a critical role for business success in this new environment. Business Continuity , CX Central.

Contact Center 221

Contact Center CCNG Best practices Government 221

AWS Machine Learning

MARCH 10, 2023

We show how you can apply this approach to various data streaming and event-driven architectures, depending on the desired outcome and actions to take to prevent fraud (such as alert the user about the fraud or flag the transaction for additional review). The user can then choose to take action to prevent further abuse.

APIs 117

APIs Banking Accountability Analytics 117

Callminer

NOVEMBER 18, 2020

Examples include call recording, speech analytics and real-time monitoring. Agents should report the event to systems in place to protect agents by blocking inappropriate callers. Best practice examples include: Hire, train, motivate, and retain top talent. A bad call doesn’t mean it’s a bad day. Fraser Wilson.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

CX Global Media

AUGUST 8, 2019

You can also learn more in the webinar 3 Common Questions Contact Centers Should NEVER ask about Speech Analytics. WEBINAR: 3 Common Questions Contact Centers Should NEVER ask about Speech Analytics. Thanks to Anthony Scodary of Gridspace for sharing his insight at Customer Contact Week. Additional Resources.

Contact Center 246

Contact Center Coaching Call Center Analytics 246

AWS Machine Learning

JANUARY 10, 2024

ML Engineer at Tiger Analytics. EventBridge monitors status change events to automatically take actions with simple rules. The EventBridge model registration event rule invokes a Lambda function that constructs an email with a link to approve or reject the registered model. This post is co-written with Jayadeep Pabbisetty, Sr.

APIs 108

APIs Construction Engineering Analytics 108

AWS Machine Learning

MARCH 1, 2024

Machine learning (ML) technologies continually improve and power the contact center customer experience by providing solutions for capabilities like self-service bots, live call analytics, and post-call analytics. For Event Source Suffix , enter a suffix (for example, genesys-eb-poc-demo ). Save your configuration.

Chatbots 104

Chatbots APIs Self service Contact Center 104

PeopleMetrics

JULY 20, 2020

Measuring the customer and employee experience is a continuous process, not an event. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Here they are! Sean holds a Ph.D.

Customer centricity 163

Customer centricity Feedback Surveys Consulting 163

AWS Machine Learning

APRIL 18, 2024

A Lambda function called the Call Event Processor, fed by Kinesis Data Streams, processes and optionally enriches meeting metadata and transcription segments. The Call Event Processor integrates with the meeting assist services. The stacks take about 35–40 minutes to deploy.

APIs 116

APIs Accountability Analytics Entertainment 116

AWS Machine Learning

DECEMBER 12, 2023

Vodafone Digital engineering (VDE) invited Accenture and AWS to co-host an exclusive event at their annual DigiFest, a week-long event celebrating the scale of their global VDE teams, championing reusable apps and collaborative idea generation. All 11 racers completed a full lap with their models.

Telecommunications 112

Telecommunications Engineering Chatbots CRM 112

Talkdesk

OCTOBER 5, 2020

The dramatic events of 2020 forced organizations to change the way they operate on so many levels. Cloud-based solutions are better equipped to allow you to proactively monitor the security status of your contact center, anytime, in real time, through the usage of AI-infused dashboards, analytics and alerts.

Contact Center 119

Contact Center Analytics Call Center Customer Experience 119

AWS Machine Learning

APRIL 17, 2024

Tracking direct events like earnings reports or credit downgrades is straightforward—you can set up alerts to notify managers of news containing company names. However, detecting second and third-order impacts arising from events at suppliers, customers, partners, or other entities in a company’s ecosystem is challenging.

APIs 117

APIs Construction Management Analytics 117

AWS Machine Learning

JUNE 19, 2024

The Slack application sends the event to Amazon API Gateway , which is used in the event subscription. API Gateway forwards the event to an AWS Lambda function. Toggle Enable Events on. The event subscription should get automatically verified. Choose Save Changes. The integration is now complete.

APIs 87

APIs Engineering Accountability Big data 87

Callminer

AUGUST 6, 2019

Call Center Monitoring: All call analytics which can be tracked and measured are in call center monitoring software. The most sophisticated solutions offer multi-channel text and speech analytics. Call Analytics: Essentially, speech analytics tools track metrics to enable reps and managers to evaluate the success of call campaigns.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140