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 300

Customer Experience Personalization Marketing Analytics 300

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

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 109

Engineering Analytics Self service Government 109

ShepHyken

DECEMBER 15, 2017

Employees must be able to focus on the customer information and analytics that matters to them most. A report by the Temkin Group agrees for long-term success, organizations should create a structure for enabling and coordinating a distributed set of customer experience capabilities aligned with company-wide goals and standards.

Employee engagement 305

Employee engagement Customer centricity Feedback Morale 305

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.

Analytics 278

Analytics Consulting Consulting 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 353

Customer Experience Metrics Customer retention Analytics 353

AWS Machine Learning

OCTOBER 31, 2024

When connecting a Gmail data source, Amazon Q Business crawls the ACL information attached to a document (user and group information) from your Gmail instance. On the Update groups and users page, choose Add groups and users. Search for users by user display name or groups by group name. Choose Assign.

APIs 120

APIs Accountability Enterprise Engineering 120

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

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 121

Best practices Enterprise Engineering Strategic Value 121

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 114

Enterprise APIs Government Accountability 114

ShepHyken

OCTOBER 2, 2020

This week we feature an article from Anthony Kreychmar, founder and CEO of Fortuna Visual Group. Customer data analytics is possible due to the rise of IoT, Big Data, and, of course, AI. Learn how to best prepare your contact center for the holiday season. What is more, all these have changed our everyday life.

Advertising 256

Advertising Big data Healthcare Personalization 256

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

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. GDPR stands for the “General Data Protection Regulation” – a group of laws designed to improve the handling of consumer information of all kinds as pertains to tracking, monitoring and more.

Call Center 182

Call Center Analytics Best practices Government 182

ShepHyken

OCTOBER 6, 2022

The research sample consisted of data collected from some 18,537 customers of 24 large organizations from 9 different industry sectors, and the analysis included conducting structural equation modeling predictive analysis on 59 customer groups. Strategic Implications. Understand the difference between what customers say and do.

Journey mapping 185

Journey mapping Customer emotions Customer effort B2C 185

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 114

Engineering Metrics industry standards Finance 114

AWS Machine Learning

APRIL 3, 2025

Analytics and business: Automated workflows and business intelligence Insights dont stop at data collectionStep Functions orchestrates workflows that trigger automated actions. Meanwhile, structured metadata and processed results are housed in Amazon RDS, enabling fast queries and integration with enterprise applications.

APIs 116

APIs Telecommunications Enterprise Best practices 116

AWS Machine Learning

DECEMBER 3, 2024

The user identity gets propagated over a secure side channel ( session attributes) to the agent and action groups. Serg Masis is a Senior Data Scientist at Syngenta, and has been at the confluence of the internet, application development, and analytics for the last two decades.

Sales 109

Sales APIs Engineering Analytics 109

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

ShepHyken

JULY 5, 2019

Additionally, you can use third-party tools such as Google Analytics and group customers based on demographics and other relevant factors. For example, your business can make data-driven decisions based on top linked articles to your tickets and calls. These reports will assist you in shaping relevant information about your business.

Feedback 313

Feedback Self service Best practices Scripts 313

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

TechSee

MARCH 7, 2023

She combines expertise in operations management, finance, customer operations, strategy development and execution, complex problem solving, and large organization leadership with complex negotiation, analytical, and interpersonal skills. Luana is a fearless advocate for digitization and adopting emerging technologies within Telecom.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

AWS Machine Learning

NOVEMBER 19, 2024

These sessions, featuring Amazon Q Business , Amazon Q Developer , Amazon Q in QuickSight , and Amazon Q Connect , span the AI/ML, DevOps and Developer Productivity, Analytics, and Business Applications topics. Builders’ sessions – These highly interactive 60-minute mini-workshops are conducted in small groups of fewer than 10 attendees.

APIs 109

APIs Enterprise Best practices Government 109

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

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

AWS Machine Learning

MARCH 18, 2025

Personalized care plans By using the LLMs knowledge base and analytical capabilities, healthcare professionals can develop tailored care plans aligned with the patients specific needs and medical history. Her work has been focused on in the areas of business intelligence, analytics, and AI/ML.

Healthcare 114

Healthcare Analytics Consulting Consulting 114

AWS Machine Learning

APRIL 10, 2025

You start by creating your dataset group, loading your data, and then training a recommender. Create a dataset group. This usually comes from analytics tools or a customer data platform (CDP). You can delete filters, recommenders, datasets, and dataset groups using the AWS Management Console or the Python SDK.

Personalization 105

Personalization APIs Advertising Accountability 105

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

TechSee

JUNE 16, 2022

He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. Colin Taylor, CEO at Taylor Reach Group. As the CEO, and Chief Chaos Officer of the Taylor Reach Group , Colin is a call and contact center expert with more than 30 years of experience. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251