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

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 255

CRM Coaching Self service Analytics 255

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

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 127

Analytics First call resolution Banking Interactive Voice Response 127

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

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 103

Analytics APIs CRM Contact Center 103

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 260

Abandon rate Journey mapping Average Handle Time Customer centricity 260

AWS Machine Learning

NOVEMBER 15, 2022

From developing public health analytics hubs, to improving health equity and patient outcomes, to developing a COVID-19 vaccine in just 65 days, our customers are utilizing machine learning (ML) and the cloud to address some of healthcare’s biggest challenges and drive change toward more predictive and personalized care.

Analytics 95

Analytics Healthcare Engineering Enterprise 95

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

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 133

APIs Construction Engineering Analytics 133

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 any single site for rare events, regulatory guidelines that prohibit data sharing, infrastructure requirement, and cost incurred in creating a centralized data repository.

Analytics 104

Analytics Healthcare Engineering Government 104

AWS Machine Learning

MARCH 8, 2023

In this post, you will learn how Marubeni is optimizing market decisions by using the broad set of AWS analytics and ML services, to build a robust and cost-effective Power Bid Optimization solution. Amazon EventBridge to trigger the data ingestion and ML pipeline on a schedule and in response to events.

Marketing 100

Marketing Analytics APIs Engineering 100

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 200

CRM Best practices Analytics Marketing 200

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

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 204

Education Self service CRM Best practices 204

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 130

Chatbots APIs Self service Contact Center 130

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 138

APIs Banking Accountability Analytics 138

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

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

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 138

APIs Accountability Analytics Entertainment 138

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 134

Telecommunications Engineering Chatbots CRM 134

AWS Machine Learning

OCTOBER 29, 2024

These insights are stored in a central repository, unlocking the ability for analytics teams to have a single view of interactions and use the data to formulate better sales and support strategies. The AI based this summary on the contents of the conversation and does not make up events that did not happen.

Engineering 120

Engineering APIs Sales Enterprise 120

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

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 105

APIs Engineering Accountability Scripts 105

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

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 137

APIs Construction Management Analytics 137

AWS Machine Learning

JUNE 26, 2024

The solution combines Amazon Textract , a fully managed ML service to effortlessly extract text, handwriting, and data from scanned documents, and AWS Serverless technologies , a suite of fully managed event-driven services for running code, managing data, and integrating applications, all without managing servers.

Marketing 124

Marketing APIs Banking Entertainment 124

AWS Machine Learning

DECEMBER 20, 2023

Furthermore, the analytics for identifying security threats must be capable of scaling and evolving to meet a changing landscape of threat actors, security vectors, and digital assets. Store new security logs in an S3 bucket and queue events in Amazon Simple Queue Service (Amazon SQS). Subscribe an AWS Lambda function to the SQS queue.

Engineering 136

Engineering Accountability Analytics Construction 136

AWS Machine Learning

FEBRUARY 26, 2024

The file saved on Amazon S3 creates an event that triggers a Lambda function. About the Authors Bruno Klein is a Senior Machine Learning Engineer with AWS Professional Services Analytics Practice. He helps customers implement big data and analytics solutions. The function invokes the modules.

Metrics 139

Metrics Big data Analytics Engineering 139

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

AWS Machine Learning

FEBRUARY 5, 2024

HSR.health is a geospatial health risk analytics firm whose vision is that global health challenges are solvable through human ingenuity and the focused and accurate application of data analytics. Predictive modeling using historical geospatial data allows organizations to identify and prepare for potential future events.

Healthcare 121

Healthcare Engineering Analytics APIs 121

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

JUNE 22, 2023

Over 500 machine events are monitored in near-real time to give a full picture of machine conditions and their operating environments. Light & Wonder teamed up with the Amazon ML Solutions Lab to use events data streamed from LnW Connect to enable machine learning (ML)-powered predictive maintenance for slot machines.

Automotive 118

Automotive Engineering Metrics Finance 118

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

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 97

Analytics Healthcare Scripts Accountability 97