CX Accelerator

NOVEMBER 11, 2022

Customer Insights/Measurement/Analytics. CUSTOMER INSIGHTS/MEASUREMENT/ANALYTICS Understanding your customers is at the heart of customer experience. Once customer data has been gathered, an analytics function is required to derive meaningful, actionable insight from it. The 8 skills required by any CX team are: Strategy.

Journey mapping 307

Journey mapping Customer centricity Analytics Government 307

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. For Select a data source , choose Athena.

Government 101

Government Banking Engineering Enterprise 101

COPC

OCTOBER 8, 2024

But here’s the reality: none of that happens without reliable data governance. However, the surge in AI adoption means governance frameworks must adapt to keep pace. Data governance is necessary to maintain these models’ reliability and meet internal and regulatory guidelines.

Government 89

Government Healthcare Benchmark Technology 89

AWS Machine Learning

NOVEMBER 14, 2024

This post outlines steps you can take to implement a comprehensive tagging governance strategy across accounts, using AWS tools and services that provide visibility and control. Tagging is an effective scaling mechanism for implementing cloud management and governance strategies.

Government 89

Government Best practices Accountability APIs 89

AWS Machine Learning

APRIL 30, 2024

To address these issues, we launched a generative artificial intelligence (AI) call summarization feature in Amazon Transcribe Call Analytics. You can also use generative call summarization through Amazon Transcribe Post Call Analytics Solution for post-call summaries. This reduces customer wait times and improves agent productivity.

Analytics 104

Analytics APIs Customer Service Entertainment 104

Pointillist

JULY 25, 2018

Companies are increasingly benefiting from customer journey analytics across marketing and customer experience, as the results are real, immediate and have a lasting effect. Learning how to choose the best customer journey analytics platform is just the start. Steps to Implement Customer Journey Analytics. By Swati Sahai.

Analytics 93

Analytics Government Metrics APIs 93

AWS Machine Learning

NOVEMBER 13, 2024

You can now register machine learning (ML) models in Amazon SageMaker Model Registry with Amazon SageMaker Model Cards , making it straightforward to manage governance information for specific model versions directly in SageMaker Model Registry in just a few clicks.

Government 90

Government Engineering Metrics APIs 90

The Northridge Group

SEPTEMBER 13, 2023

Quality Monitoring programs leverage call listening, screen monitoring, and advanced data analytics to identify issues faced by individual associates as well as overall operational issues. Empathetic Associates When customers call government agencies it is often with issues that are quite sensitive and may cause them financial hardship.

Government 67

Government Contact Center Coaching contact center associations 67

ClearAction

JULY 23, 2023

B2B Customer Experience Governance Lynn Hunsaker B2B customer experience governance can generate stronger growth when it’s tied-in to the way that B2B ecosystems work. Governance of any endeavor is strongest when it’s integrated as your company’s way of life. Built-in B2B Customer Experience Governance 1.

Government 62

Government B2B Customer Experience Enterprise 62

AWS Machine Learning

DECEMBER 19, 2023

Data and model management provide a central capability that governs ML artifacts throughout their lifecycle. Integrations with CI/CD workflows and data versioning promote MLOps best practices such as governance and monitoring for iterative development and data versioning. It enables auditability, traceability, and compliance.

Analytics 113

Analytics Engineering Government Best practices 113

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 66

Analytics Customer centricity Contact Center Government 66

Callminer

MARCH 12, 2020

The “Health Insurance and Portability Act” or HIPAA governs key aspects of handling private health information within the US. 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 16, 2022

” “During the pandemic, we saw a huge acceleration of organizations, companies, governments, and healthcare entities using AI for customer care. He is recognized as AI Innovator of the Year 2021 at the AIconics Awards and named one of Corinium’s Top 100 Leaders in Data & Analytics 2022. New York Times ?bestselling

Government 168

Government Healthcare Customer Care Analytics 168

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. But, once you begin to look into customer journey analytics at a deeper level things become much less clear.

Analytics 90

Analytics Journey mapping Multichannel Customer centricity 90

ConvergeOne

APRIL 12, 2022

However, the reason that so many AI projects fail is not due to the AI processes themselves, but rather the lack of strong data governance, collaboration, and problem definition. The wheels are like a data governance strategy that provides processes, security, accessibility, and accountability.

Government 105

Government Engineering Analytics Best practices 105

Callminer

MARCH 7, 2017

The Consumer Financial Protection Bureau (CFPB) is an agency of the United States government set up after the financial crisis of 2008 in order to protect the rights of consumers in the financial services industry. Leverage Speech Analytics: Speech analytics software can help you stay CFPB compliant.

Best practices 140

Best practices Analytics Government Banking 140

Callminer

FEBRUARY 4, 2021

Firstly, contact centers can make use of call analytics software to analyze past call recordings and use them to train agents how to identify vulnerable customers. The pandemic has made it difficult for customers to establish contact with many businesses and government departments…”.

Call Center 345

Call Center Contact Center Finance Consulting 345

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

AWS Machine Learning

OCTOBER 2, 2024

However, scaling up generative AI and making adoption easier for different lines of businesses (LOBs) comes with challenges around making sure data privacy and security, legal, compliance, and operational complexities are governed on an organizational level. In this post, we discuss how to address these challenges holistically.

Government 105

Government APIs Enterprise Best practices 105

OrecX

MARCH 3, 2022

Another recording might show an agent who is not properly complying with government regulations like GDPR, TSR, PCI, etc. When a speech analytics solution is also deployed, the recorded audio is streamed right to the transcription and analytics engines to distill critical insight as the conversation unfolds.

Average Handle Time 118

Average Handle Time Analytics Engineering Government 118

Zappix

APRIL 17, 2024

BURLINGTON, MASSACHUSETTS, UNITED STATES, April 17, 2024 / EINPresswire.com / — Zappix and GTS have launched their advanced Customer Engagement Solutions and Call Center Operational Enhancements for North American enterprises and government clients, marking a significant step forward in customer service and operational efficiency.

Government 52

Government Enterprise Call Center Interactive Voice Response 52

AWS Machine Learning

JANUARY 13, 2023

Machine learning (ML) presents an opportunity to address some of these concerns and is being adopted to advance data analytics and derive meaningful insights from diverse HCLS data for use cases like care delivery, clinical decision support, precision medicine, triage and diagnosis, and chronic care management.

Analytics 76

Analytics Healthcare Engineering Government 76

AWS Machine Learning

DECEMBER 18, 2023

Trust in AI is crucial and integrating standards such as ISO 42001, which promotes AI governance, is one way to help earn public trust by supporting a responsible use approach. In this role, Swami oversees all AWS Database, Analytics, and AI & Machine Learning services.

Government 136

Government Engineering Analytics Technology 136

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Both groups of technologies can be utilized to make analytics more actionable. But machine learning technologies can also help you to move from diagnostic to predictive analytics: if I fix this issue in my customer experience, how much will my churn decrease?

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Call Center Weekly

OCTOBER 13, 2017

Some of them are: Leadership/Management Operations Quality Assurance Analytics Work Force Management Learning & Development Again, so much for the less educated, entry level misconception. I have over 15 years of progressive call center leadership and experience in the public, private and government sectors. We've come a long way!

Contact Center 100

Contact Center Education Call Center Government 100

AWS Machine Learning

JULY 29, 2022

Large enterprises sometimes set up a center of excellence (CoE) to tackle the needs of different lines of business (LoBs) with innovative analytics and ML projects. To generate high-quality and performant ML models at scale, they need to do the following: Provide an easy way to access relevant data to their analytics and ML CoE.

Government 78

Government Banking Analytics Accountability 78

ChurnZero

DECEMBER 16, 2020

Siemens Government Technologies. iDirect Government. Logi Analytics. National Government Services, Inc. ScientiaMobile. Applied Information Sciences (AIS). Hitachi Vantara Federal. Shared Spectrum Company (SSC). ShorePoint, Inc. Attain, LLC. Intact Technology. Single Point Global, Inc. Axiologic Solutions. IntelliDyne.

Calibration 98

Calibration Government Consulting Consulting 98

The Northridge Group

AUGUST 23, 2022

Health plans that maintain a 4 or 5-star rating are more likely to receive and maintain government contracts so they must be vigilant about fulfilling SLAs for every government entity that provides star ratings. Both internal and outsourced associates are evaluated against the KPIs that are important to our client.

Healthcare 128

Healthcare Contact Center outsourcing contact center associations 128

CSM Magazine

DECEMBER 4, 2023

As businesses increasingly prioritize the incorporation of environmental, social, and governance (ESG) initiatives into their daily operations, many executives are rightfully pondering not only the moral implications of responsible ESG practices but – perhaps more importantly – how to quantify their impact on corporate financial performance (CFP).

Government 105

Government Morale Finance industry standards 105

AWS Machine Learning

FEBRUARY 6, 2024

Companies face complex regulations and extensive approval requirements from governing bodies like the US Food and Drug Administration (FDA). Users then review and edit the documents, where necessary, and submit the same to the central governing bodies. His focus area is on Data, Analytics and Generative AI.

Government 111

Government APIs industry solution Education 111

DMG Consulting

DECEMBER 1, 2020

These solutions are allowing companies and government agencies to reduce dependence on outsourcers by literally eliminating the human element in low-value tasks that were previously handled by mostly low-wage workers. Surprisingly, contact centers were some of the most successful in getting their employees home and back in operation.

Contact Center 100

Contact Center Government Self service Virtual Agent 100

CCNG

JULY 12, 2020

Now, because of government mandates, thinking differently is the only way to survive. 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. The workplace is different.

Contact Center 221

Contact Center CCNG Best practices Government 221

AWS Machine Learning

FEBRUARY 13, 2024

SageMaker Feature Store now allows granular sharing of features across accounts via AWS RAM, enabling collaborative model development with governance. For example, the analytics team may curate features like customer profile, transaction history, and product catalogs in a central management account.

Accountability 114

Accountability Government Engineering Scripts 114

Peter Lavers

NOVEMBER 16, 2017

These lenses are perfectly possible to build and reconcile with good data governance and the latest AI and analytics tools. Only then can business profitability be optimised, with the senior team dedicated to demolishing silos and only creating genuine business value rather than having short-term “look good” tactics reigning.

Customer centricity 183

Customer centricity Automotive Finance Marketing 183

AWS Machine Learning

MAY 9, 2024

Verisk (Nasdaq: VRSK) is a leading data analytics and technology partner for the global insurance industry. Through advanced analytics, software, research, and industry expertise across over 20 countries, Verisk helps build resilience for individuals, communities, and businesses.

Engineering 124

Engineering Customer Support APIs Government 124

ShepHyken

DECEMBER 23, 2022

Organizations will need a communications provider who evolves with them – a trusted partner who leverages their expertise and analytics to guide them toward the right solutions today and in the future. 2023 will be all about customer lifecycle management (CLM).

Surveys 190

Surveys Education Enterprise Technology 190

OctopusTech

MAY 10, 2019

For this, most of the companies today are using analytical tools. Governance: Right governance model keeps an organization ahead and helpful in attaining good customer experience. However, in both B2B and B2C the role of good governance is the same.

B2C 90

B2C B2B Customer Experience Government 90