ShepHyken

SEPTEMBER 16, 2016

The concept focuses on groups of consumers with similar characteristics rather than every specific individual. Segment your core audience: As core audiences are not usually homogenous, it’s important to break down your audience into smaller, more manageable groups based on shared attributes.

Customer Experience 299

Customer Experience Personalization Marketing Analytics 299

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

The Northridge Group

MARCH 28, 2022

In our previous post , we discussed the importance of adopting a data-driven analytical approach to move the needle on patient/member experience, enabling higher CMS Stars Ratings and increased bonus payments for Medicare Advantage plan providers. A Success Story.

Healthcare 128

Healthcare Analytics Contact Center First call resolution 128

Beyond Philosophy

APRIL 15, 2015

Take for example the fate of Michael Porter’s Monitor Group. What Killed Michael Porter’s Monitor Group? Will you be left behind like the Monitor group by the Experience economy? Zhecho’s expertise inludes Customer behavior analytics, Customer loyalty, complaints management, and journey mapping. 20 November 2014.

Journey mapping 310

Journey mapping Consulting Consulting Airlines 310

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. and to determine opportunities or risks with these groups. Your credit score is a form of predictive analytics.

Consulting 278

Consulting Consulting Analytics Customer emotions 278

Callminer

NOVEMBER 9, 2020

Speech analytics software , for example, enables call centers to review past fraudulent calls, customize a fraudulent scorecard, and leverage real-time analytics to provide guidance to agents while on the call if a call is flagged as potential fraud. Caller has difficulty answering KBA questions.

Call Center 345

Call Center Banking Contact Center Accountability 345

ShepHyken

JANUARY 15, 2021

Customer retention can give a very clear indication of satisfaction, and this one is relatively simple to keep track of using the most commonly used analytics tools. Keep Track of Customer Retention Figures. Focus on Engagement Within Your Company as Well as Outside.

Customer Experience 350

Customer Experience Metrics Customer retention Analytics 350

AWS Machine Learning

NOVEMBER 24, 2023

This post is co-written with Marc Neumann, Amor Steinberg and Marinus Krommenhoek from BMW Group. The BMW Group – headquartered in Munich, Germany – is driven by 149,000 employees worldwide and manufactures in over 30 production and assembly facilities across 15 countries.

Engineering 95

Engineering Analytics Self service Government 95

Call Center Weekly

APRIL 19, 2018

In this process, you would ask for your employees to volunteer to represent their entire peer group, and after establishing the best representation, lay out the main objective. That is to work on the top common opportunities outlined by their peer group, and come up with solutions for improvement.

Employee engagement 227

Employee engagement Call Center B2C B2B 227

Beyond Philosophy

MAY 8, 2021

The Verint Customer Engagement Cloud Platform draws on the latest advancements in AI and analytics, an open cloud architecture, and The Science of Customer Engagement to meet ever-increasing, ever-shifting consumer interactions and demands. One axis shows two groupings: other people or yourself. People lie. I have done it.

Customer Experience 259

Customer Experience Consulting Consulting Enterprise 259

CCNG

DECEMBER 6, 2020

Next in line, there was a 5-way tie for the following capabilities: Omni Channel, Speech Analytics (word or sentiment recognition), Proactive Notifications, Chat Bots, and Intelligent routing to match best agent for each call. We started with a poll about the problems people are facing with their current technology.

Omni-channel support 195

Omni-channel support Contact Center Technology voip 195

AWS Machine Learning

NOVEMBER 7, 2024

Some components are categorized in groups based on the type of functionality they exhibit. The component groups are as follows. Shared services The following section describes the shared services groups. Responsible AI components This group contains key components for Responsible AI, as shown in the following diagram.

Enterprise 113

Enterprise APIs Government Accountability 113

The Northridge Group

MARCH 14, 2023

Obtaining Real-World Insights with Data Analytics Tools Healthcare organizations are awash with an abundance of clinical and business performance data, more so than companies in just about any other sector. A natural first step for most health managers involves investing in more robust data analytics. To learn more, contact us.

Healthcare 145

Healthcare Technology Self service Analytics 145

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. We’ve all been there. Having a productive conversation while multitasking is challenging.

Analytics 94

Analytics APIs CRM Contact Center 94

AWS Machine Learning

MARCH 4, 2025

This option is faster because it groups the questions for an individual pillar into a single prompt. This thorough review process requires more time to complete as it evaluates each question individually rather than grouping them together. Its suitable for an initial assessment.

Best practices 109

Best practices Enterprise Engineering Strategic Value 109

AWS Machine Learning

JANUARY 7, 2025

A typical TMX file contains a structured representation of translation units, which are groupings of a same text translated into multiple languages. When using the Amazon OpenSearch Service adapter (document search), translation unit groupings are parsed and stored into an index dedicated to the uploaded file.

Engineering 108

Engineering Metrics industry standards Finance 108

CCNG

SEPTEMBER 13, 2023

Recently CCNG members and area contact center professionals were invited to the Alcon North America Customer Service Operations Center in Fort Worth Texas for a group discussion into Alcon's journey of digital transformation over the years. Below are some of the highlights shared at the event as provided by a CCNG member in attendance.

CCNG 195

CCNG Contact Center Interactive Voice Response Education 195

CSM Magazine

OCTOBER 21, 2024

million Filipinos and generated approximately $26 billion in revenue in 2020 alone, according to Everest Group. Technological Integration: AI and Data-Driven Support The adoption of AI and data analytics is redefining how Philippine call centres approach customer support. The industry employs over 1.3

outsourcing 52

outsourcing Customer Experience Analytics Customer centricity 52

Callminer

APRIL 24, 2020

In essence, this structured interview process allows a group of candidates to work through tasks and assessments; it also gives those in charge of hiring the opportunity to select the best performers in the group and train them together to become new call center agents. Leverage Call Monitoring & Scoring.

Best practices 182

Best practices Call Center Coaching Schedule adherence 182

CSM Magazine

JANUARY 31, 2025

Organisations need clear roadmaps for how they’ll leverage their cloud platforms’ full capabilities, from advanced analytics to AI-powered customer engagement tools. Sometimes, good old-fashioned productivity optimisation through intelligent routing and speech analytics yields better returns than the latest AI promise.

Customer Experience 52

Customer Experience Coaching Analytics Technology 52

CSM Magazine

MARCH 28, 2025

Getting insights from data Data analytics is a powerful tool that can benefit companies across industries. Casinos use data analytics to understand what their customers look for while on their sites, tracking different interactions from the games they prefer, to how they engage with promotions. Read on to find out more!

Customer Service 52

Customer Service Analytics Customer Support Technology 52

The Northridge Group

MARCH 21, 2022

Authored by Daniel Fenton , Director, Enterprise Accounts and Molly Clark , Senior Director, Operational Analytics. Leveraging data analytics to improve FCR rates is critical for achieving this objective. The post Harnessing the Power of Data to Improve First Contact Resolution appeared first on The Northridge Group.

Wireless 127

Wireless Contact Center Average Handle Time Analytics 127

Myra Golden Media

APRIL 11, 2023

This can involve integrating your CRM system with your chatbot or virtual assistant or integrating your speech analytics tool with your quality assurance program. This involves using data and analytics to make informed decisions about your contact center operations and customer service strategy.

Average Handle Time 156

Average Handle Time Contact Center First call resolution Analytics 156

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. By the way, did you know that Lumoa’s analytics is powered by AI? Share data and results of the customer experience analytics in an easy-to-use tool.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

CSM Magazine

FEBRUARY 12, 2025

This crucial first step involves detailed analysis, consultation, and the development of ROI-based solutions encompassing Workforce Engagement Management (WEM), automation, and analytics. About the Author Angela Clarkson is Head of Business Consultancy at Sabio Group. Take British Airways, for instance.

Consulting 52

Consulting Consulting Entertainment Benchmark 52

CCNG

JANUARY 18, 2023

And while hugely important, culture alone cannot solve this problem because it is a group or community driven set of emotions that do not enable agents to tangibly understand their individual value within the whole. The result can be higher turnover and lower morale.

Agent Empowerment 195

Agent Empowerment CCNG Contact Center Morale 195

CCNG

MARCH 1, 2022

This is when you showcase that team member to a person up the corporate ladder from you, a colleague, a different department head, or a group of people. Whether in a focus group or a supervisor, middle management, or senior leadership meeting, you can help a colleague to feel valued by asking them to help with a project strategy.

CCNG 195

CCNG Engineering Consulting Consulting 195

CSM Magazine

DECEMBER 16, 2024

By processing natural language data queries from customers, it will deliver tailored, AI-powered analytics within seconds, enabling businesses to make swift, data-driven decisions and gain critical insights without their over reliance on business analytics teams.

Enterprise 52

Enterprise Analytics Marketing Customer Support 52

Call Center Weekly

SEPTEMBER 13, 2018

There are certain skills in most job descriptions for Workforce jobs – a conglomeration of technical and analytical requirements. She is a member of the NCCCA (Nor-Cal Contact Center Association) Steering Committee and an ASUGA (Aspect Software Users Group Association) board member. Hire the right Workforce Team!

Management 206

Management Customer Service contact center associations Interactive Voice Response 206

Win the Customer

NOVEMBER 29, 2024

Gather Customer Insights: Conduct surveys, interviews, and focus groups to gather feedback from customers. Track website analytics and app usage data. Identify Touchpoints: List all the interactions a customer has with your brand at each stage of the journey. Consider both online and offline touchpoints.

Journey mapping 59

Journey mapping Feedback Analytics Surveys 59

CSM Magazine

OCTOBER 31, 2024

Step 8: Test and Collect Feedback Before full deployment, test your videos with a small group and gather feedback. Use analytics to track views, completion rates, and quiz results. Make necessary adjustments to improve clarity and effectiveness.

Customer Service 52

Customer Service Scripts Morale Feedback 52

ShepHyken

OCTOBER 25, 2019

Is there an area or interest-specific group/board to be advertising on? Use effective analytics to maximize your exposure to the best potential candidates. A speaking voice may be the difference between candidates. Target Posting. Make sure that you are displaying the opportunity to the right people. Leadership.

Call Center 192

Call Center Scripts Contact Center Advertising 192

ShepHyken

OCTOBER 21, 2022

But to build targeted messaging, it helps to look at your real-time data and analytics so you can segment your customers into different groups. Creating a systematic workflow is the best way to scale personalized experiences. For instance, customer resources require targeted messaging.

Marketing 191

Marketing Customer Experience Customer centricity Advertising 191

CSM Magazine

NOVEMBER 21, 2024

a leading global CX (customer experience) technology and services innovator for AI-enabled CX with solutions from TTEC Engage and TTEC Digital , announced today that TTEC Digital has been recognized as a Major Contender in the 2024 Everest Group PEAK Matrix ® Assessment for Digital Transformation Services for Mid-market Enterprises.

Enterprise 52

Enterprise Benchmark Customer centricity Analytics 52

Beyond Philosophy

OCTOBER 14, 2021

There are a few ways you can apply what Harari’s book teaches us about seeing an issue from both sides when developing new ideas, including: Get a diverse group of people working together. Diversity can be defined in many ways, but in this case, I mean different opinions and experiences within a group.

Advertising 195

Advertising Consulting Consulting Coaching 195

Callminer

FEBRUARY 12, 2020

Going over actual calls that you have recorded one-on-one or in a group setting helps agents to recognize key characteristics of good and bad performance alike in a relatable format.

Best practices 182

Best practices Call Center Construction Feedback 182