Pointillist

JUNE 15, 2018

In this post, I take an in-depth look at why customer retention matters and the ten powerful ways in which customer journey analytics can help you immediately improve customer retention. Hand-picked related content: How to reduce churn using customer journey analytics ]. 10 Steps to Improve Customer Retention with Journey Analytics.

Customer retention 110

Customer retention Analytics Airlines Personalization 110

Callminer

JUNE 12, 2018

Customer Contact Week (CCW), June 18-22, 2018, is shaping up to be bigger and better than ever before and CallMiner is excited to be a part of multiple activities during the event including hosting a Master Class Workshop, a Meet the Customer event, and Demo Theater Presentations, as well as the always popular CallMiner Moscow Mule Reception!

Multichannel 140

Multichannel Contact Center Analytics Cloud contact 140

Callminer

JUNE 12, 2018

Contact Center Week (CCW), June 18-22, 2018, is shaping up to be bigger and better than ever before and CallMiner is excited to be a part of multiple activities during the event including hosting a Master Class Workshop, a Meet the Customer event, and Demo Theater Presentations, as well as the always popular CallMiner Moscow Mule Reception!

Contact Center 140

Contact Center Multichannel Analytics Cloud contact 140

DMG Consulting

OCTOBER 9, 2020

Question: What is predictive analytics and how is it being used in contact centers? Answer: Predictive analytics is playing an increasingly vital role in contact centers. Many contact center infrastructure and workforce optimization (WFO) solutions are beginning to incorporate predictive analytics to enhance their applications.

Contact Center 98

Contact Center Analytics Virtual Agent Employee engagement 98

AWS Machine Learning

JULY 15, 2024

In this post we show you how Mixbook used generative artificial intelligence (AI) capabilities in AWS to personalize their photo book experiences—a step towards their mission. Instead, it provides a creative partner to enable the user’s own storytelling to imbue a book with personal flourishes.

Personalization 107

Personalization Engineering Benchmark Analytics 107

Joe Rawlinson

OCTOBER 20, 2022

And a dedicated event management integrated ticketing system helps you keep the event in sync throughout the process as a central hub that can control various aspects of the event and provide directions and everything needed in one place. . All of which should be essential aspects of your event marketing strategy.

Education 78

Education Sales Advertising Marketing 78

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. At the heart of this transformation is the recognition that clients value their time, but also benefit from hyper-personalized support in ultra complex moments.

Analytics 106

Analytics First call resolution Banking Interactive Voice Response 106

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. Other debts primarily for household, family, or personal use. The Six Goals of the PCI-DSS. The PCI-DSS classifies the rules it contains under a series of six major goals. Preserving Anonymity. Medical debt.

Call Center 182

Call Center Analytics Best practices Government 182

Callminer

NOVEMBER 18, 2020

You wouldn’t talk with your mouth full in person, so there’s no excuse to do so over the phone. Examples include call recording, speech analytics and real-time monitoring. Even worse than this has to be making a personal insult, even if it is delivered in a calm tone. First and foremost, it sounds disgusting to the customer.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

TeleDirect

DECEMBER 25, 2024

Enable personalized support by providing agents with relevant information. 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. The result?

Call Center 127

Call Center Customer Experience Technical Support Healthcare 127

AWS Machine Learning

JANUARY 6, 2023

The key requirement for TR’s new machine learning (ML)-based personalization engine was centered around an accurate recommendation system that takes into account recent customer trends. Solution architecture. Having a well-designed recommendation system is key to getting quality recommendations that are customized to each user’s requirements.

Personalization 68

Personalization APIs Engineering Enterprise 68

DMG Consulting

SEPTEMBER 24, 2021

The Transformational Value of Interaction Analytics. INTERACTION ANALYTICS (IA) has proven its worth and benefits in the best and worst of times. Interaction analytics is the only application that can provide this variety of information. July 7, 2021 Donna Fluss. View this article on the publisher’s website.

Analytics 77

Analytics Enterprise Contact Center Quality management 77

AWS Machine Learning

MARCH 30, 2023

Amazon Personalize is excited to announce the new Trending-Now recipe to help you recommend items gaining popularity at the fastest pace among your users. Amazon Personalize is a fully managed machine learning (ML) service that makes it easy for developers to deliver personalized experiences to their users.

Personalization 83

Personalization APIs Accountability Engineering 83

ShepHyken

MAY 22, 2023

To address the challenges of hiring and retaining the best people, organizations need to focus on operationalizing flexibility in remote and hybrid setups and personalizing career development. Predictive analytics powered by AI can accurately assess Net Promoter Score and other measurements of customer satisfaction.

Customer Service 156

Customer Service Self service Customer centricity Contact Center 156

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

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. Try not to take the demonstration of anger personally. Accept the anger.

Call Center 265

Call Center Customer Service Scripts Coaching 265

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 75

Analytics Healthcare Engineering Enterprise 75

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

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

The Northridge Group

SEPTEMBER 27, 2017

Artificial Intelligence includes a wide range of capabilities such as Natural Language Processing (NLP), Machine Learning and Predictive Analytics that are crucial elements to gathering and utilizing data in the contact center. Where can AI help?

Contact Center 136

Contact Center Calibration Analytics Chatbots 136

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

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

SEPTEMBER 9, 2022

Amp uses machine learning (ML) to provide personalized recommendations for live and upcoming Amp shows on the app’s home page. This is Part 2 of a series on using data analytics and ML for Amp and creating a personalized show recommendation list platform. Lambda allows for automatic scaling to incoming volume of events.

Personalization 72

Personalization APIs Metrics Engineering 72

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

PeopleMetrics

JULY 20, 2020

Measuring the customer and employee experience is a continuous process, not an event. You can set up real-time alerts that go to the appropriate person in your company who is responsible for following up with the customer and “closing the loop.” Here they are! This activity alone with make your company 10x more customer-centric.

Customer centricity 163

Customer centricity Feedback Surveys Consulting 163

DMG Consulting

JANUARY 24, 2023

Interaction Analytics Helps Companies Hear their Customers View this article on the publisher’s website. INTERACTION analytics (IA) is a must-have solution for enterprises that want to understand and enhance their customer experience. Interaction analytics is the only application that can provide this range of information.

Analytics 62

Analytics Enterprise Contact Center Quality management 62

Cisco - Contact Center

DECEMBER 8, 2020

The WebexOne series highlights a wave of Webex innovation to drive experiences that are 10x better than in-person interactions, help organizations collaborate seamlessly, and transform their employees and customer experiences to power an inclusive future for all. The recent announcement of our intent to acquire Slido s.r.o. The Webex Desk.

Contact Center 135

Contact Center Wireless Personalization Self service 135

Aspect

MAY 18, 2020

Working out of the house puts those personal activities within reach — if only they could flex their schedules a bit. In the new normal, workforce management systems must preserve as much information as possible about the deviations that caused the alarm to better understand whether an event warrants counseling.

Schedule adherence 132

Schedule adherence Average Handle Time Contact Center Surveys 132

VirtualPBX

JANUARY 20, 2021

Our Zapier SMS integration update allows you to perform automated tasks like notifying team members of inbound texts through a separate chat platform (such as Slack), logging your inbound messages (such as in a Trello board), or syncing your texts to data recorded in an analytics platform (such as Google Analytics). Call Answered.

Call Logging 98

Call Logging Analytics Metrics Accountability 98

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

3CLogic

OCTOBER 11, 2024

A person’s unique expectations are actively affected by internal and external impressions, such as deeply rooted personal values and emotions or external triggers and events. Why is personalization important? What makes a good experience? The answer is — it depends.

Contact Center 52

Contact Center Personalization Revenue potential Coaching 52

Fonolo

DECEMBER 15, 2020

This chart from hbr.org shows you how that plays out in a crisis event: The Six Principles of Resilient Systems. Your contact center needs to be able to continue to operate in the event of a serious incident such as a fire, natural disaster, or cyber-attack. Redundancy. Diversity is essential to resiliency.

Contact Center 147

Contact Center Engineering Cloud contact Technology 147

CSM Magazine

APRIL 29, 2024

In this article, we’ll explore five key capabilities of BI that empower businesses to monitor social media conversations, analyze sentiment, conduct competitor analysis, create customized dashboards and reports, and integrate social media data with other sources for comprehensive analytics.

Analytics 52

Analytics Metrics CRM APIs 52

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 76

Analytics Healthcare Engineering Government 76

AWS Machine Learning

SEPTEMBER 9, 2022

Amp wanted a scalable data and analytics platform to enable easy access to data and perform machine leaning (ML) experiments for live audio transcription, content moderation, feature engineering, and a personal show recommendation service, and to inspect or measure business KPIs and metrics. Business intelligence (BI) and analytics.

Analytics 69

Analytics Engineering Metrics APIs 69

Hodusoft

MARCH 29, 2022

The HoduSoft team was enlivened to participate in the event and meet customers personally gathering feedback on our UC products driving them towards further improvement. “We We are also overjoyed to witness the response of all the companies attending the event. Revolutionizing Business Landscape through Visionary UC Products.

voip 98

voip Telecommunications Contact Center Call Center 98

Totango

APRIL 7, 2021

Apps are a great resource for helping to improve your efficiency and organization both at work and in your personal life. There are apps for email, taking notes, tracking calendar events, posting to social media and so much more. So many, in fact, that there might actually be an app for everything. . Start Streamlining Your Processes.

APIs 118

APIs Enterprise Analytics Technology 118