Vistio

OCTOBER 15, 2024

Agent retention is a critical challenge in many industries, but especially so in customer service and support. As the workplace becomes more data-driven, advanced analytics is emerging as a key tool in understanding and improving agent retention. This is where data comes in.

Analytics 52

Analytics Coaching Morale Metrics 52

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. DJ Charles is the CTO at Mixbook.

Personalization 119

Personalization Engineering Benchmark Analytics 119

AWS Machine Learning

NOVEMBER 12, 2024

In this blog post, we demonstrate prompt engineering techniques to generate accurate and relevant analysis of tabular data using industry-specific language. A user can ask a business- or industry-related question for ETFs. The results are similar to fine-tuning LLMs without the complexities of fine-tuning models.

Engineering 100

Engineering Real estate Government Big data 100

Uniphore

JANUARY 21, 2022

Few industries are as closely regulated as healthcare. AI-powered analytics optimize patient and member services. Organizations need to assess their current barriers to consumer satisfaction and deploy analytics and patient-centric technologies to improve the convenience, speed and transparency of care. healthcare costs.

Healthcare 59

Healthcare Analytics Personalization Biotechnology 59

CCNG

SEPTEMBER 11, 2024

Ranging from the intricacies of AI-driven personalization to the influential real-time analytical capabilities shaping proactive decision-making, these trends not only redefine operational structures but also signify a monumental shift in how contact centers engage with customers, aiming to provide unparalleled experiences.

Contact Center 195

Contact Center Technology CCNG First call resolution 195

COPC

JUNE 9, 2023

Artificial intelligence (AI) is rapidly transforming the customer experience (CX) industry, offering businesses new opportunities to enhance their operations. examine the differences between generative and analytical AI, focusing on the importance of good data and its role in delivering exceptional CX. Nexcom A/S and COPC Inc.

Customer Experience 116

Customer Experience Analytics Technology Average Handle Time 116

AWS Machine Learning

NOVEMBER 3, 2022

In Part 1 of this series, we discussed intelligent document processing (IDP), and how IDP can accelerate claims processing use cases in the insurance industry. We also look into how to further use the extracted structured information from claims data to get insights using AWS Analytics and visualization services.

Analytics 82

Analytics APIs Healthcare Big data 82

NobelBiz

JULY 25, 2023

Interaction Analytics often termed the keystone of customer engagement strategies, provides businesses with a profound look into customer behaviors, preferences, and patterns when engaging with products or services. What is Interaction Analytics?

Analytics 98

Analytics Call Center Scripts Contact center software 98

Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. NLP has made feedback analytics way more accessible. Let’s explore how you can use analytics to revolutionize your customer experience.

Analytics 78

Analytics Customer Experience Management Surveys 78

Hodusoft

NOVEMBER 20, 2024

The Shift to Multi-Tenant IP PBX: A Game Changer for the Telecom Industry “An efficient telecommunications network is the foundation upon which an information society is built.” ” ~Talal Abar Ghazaleh Over the years, the telecom industry has evolved by leaps and bounds. Read on and thank us later!

Telecommunications 52

Telecommunications voip Best practices Interactive Voice Response 52

Lumoa

JANUARY 24, 2024

That’s where text analytics in customer feedback proves to be one of the most valuable tools for any business. When to use text analytics This situation is where automated text analytics in customer feedback is brought in: it can help in sorting out the key topics talked about and reveal the general sentiment per topic.

Analytics 78

Analytics Feedback Metrics Surveys 78

ShepHyken

AUGUST 10, 2018

This week we feature an article by Jarrin Howard who writes about how predictive analytics can enhance customer relations. – Shep Hyken. These are common examples of sites using predictive analytics catering to individual customer preferences. With the rise of machine learning, predictive analytics is becoming the status quo.

Analytics 168

Analytics Upselling Banking CRM 168

TMP Direct

AUGUST 8, 2024

In an era of ever-evolving customer expectations, TMP has emerged as a pivotal force in transforming the Pharma, Life Sciences, and Food Supplements industries. This approach is essential for industries operating in Pharma, Life Sciences, and Food Supplements, where precise and timely information is critical.

Analytics 52

Analytics Self service Marketing Feedback 52

TMP Direct

AUGUST 8, 2024

In an era of ever-evolving customer expectations, TMP has emerged as a pivotal force in transforming the Pharma, Life Sciences, and Food Supplements industries. This approach is essential for industries operating in Pharma, Life Sciences, and Food Supplements, where precise and timely information is critical.

Analytics 52

Analytics Self service Marketing Feedback 52

CCNG

JULY 12, 2020

No matter the industry and state of business, this is an unprecedented and a necessary time for strong leadership. 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.

Contact Center 221

Contact Center CCNG Best practices Government 221

Fonolo

NOVEMBER 11, 2022

Contact centers are dynamic, evolving workplaces, which makes industry trend spotting an exciting sport — sometimes prone to error — but always full of discovery! Like many industries, contact centers have seen the pace of change accelerate during the COVID pandemic. Agent churn is at a staggering high in the contact center industry.

Contact Center 87

Contact Center Interactive Voice Response Self service Call Center 87

SharpenCX

NOVEMBER 23, 2021

Grab a cup of coffee, snuggle up in a comfy chair, and get ahead in the customer service industry. Learn from the best in the customer service industry. Plus, learn how to get ahead of your customer service industry competitors from contact center professional Sayo Afolayan. Listen to Joe’s full episode, here.

Customer Service 128

Customer Service Morale Contact Center Call Center 128

Spearline

FEBRUARY 8, 2022

Voice analytics promises to measure customer emotion in each call. It differentiates between happy, frustrated, and other customer moods. “Call analytics” looks at the data collected. “Speech analytics” considers the spoken content and context of the agent/customer conversation. Please get in touch with us. .

Analytics 98

Analytics Telecommunications Big data Customer emotions 98

NobelBiz

MAY 14, 2024

One of the most transformative technologies in recent years is conversational analytics. But what exactly is conversational analytics, and why is it becoming an indispensable tool in call centers? What Is Conversational Analytics? Conversational analytics stands as a crucial technology in customer service.

Analytics 59

Analytics Call Center Contact Center Sales 59

Vistio

SEPTEMBER 25, 2024

ServiceSim: Transforming Agent Training with Personalized Learning ServiceSim is an advanced contact center training platform that revolutionizes the way agents are trained. Detailed Analytics and Feedback Loops One of the major advantages of ServiceSim is its deep analytics and reporting tools. That’s where ServiceSim comes in.

Personalization 52

Personalization Contact Center Feedback Analytics 52

AWS Machine Learning

OCTOBER 6, 2023

The personalization of LLM applications can be achieved by incorporating up-to-date user information, which typically involves integrating several components. In this post, we elucidate the simple yet powerful idea of combining user profiles and item attributes to generate personalized content recommendations using LLMs.

Personalization 125

Personalization Engineering Construction Transportation 125

TechSee

OCTOBER 23, 2018

Personalization as a driver in customer service. Delivering personalized customer service is more than just addressing a customer by name in an automated email, or segmenting by interest; it is a way to capture the customer’s attention and create a level of engagement that is authentic and relevant at every stage of the customer journey.

Personalization 157

Personalization Customer Service Chatbots Analytics 157

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 74

Personalization APIs Engineering Enterprise 74

CCNG

JULY 3, 2024

Having a skilled and knowledgeable team of experts who can create genuine connections with customers and deliver personalized support is crucial for delivering a memorable CX. This is where CX analytics plays a vital role. Outsourcing serves as a value-added proposition for businesses.

outsourcing 195

outsourcing Contact Center Airlines CCNG 195

Hodusoft

JANUARY 24, 2024

Personalization Strategies for Inbound and Outbound Banking Calls: A Technology Perspective Within the quickly changing banking industry, where the customer experience is paramount, the concept of tailored interactions has become increasingly important.

Banking 52

Banking Personalization Technology call center software 52

Hodusoft

JUNE 2, 2024

HoduSoft Introduces Advanced Speech Analytics “We are surrounded by data, but starved for insights.” At HoduSoft, we understand the importance of data analytics for today’s businesses and gaining deeper insights to improve their customer interactions. What is Speech Analytics? As a result, businesses lose out on $5.2

Analytics 52

Analytics Contact Center Technology Marketing 52

JustCall

JANUARY 5, 2023

Speech analytics software analyses live or recorded calls and interpret emotional indicators. Speech analytics software uses artificial intelligence to analyze spoken language similar to voice recognition software. What is Speech analytics? Significance of Speech Analytics. Some Best Speech Analytics Software.

Analytics 52

Analytics Coaching Call Center APIs 52

CSM Magazine

JANUARY 2, 2024

These VIP patrons demand a personalized and seamless experience, and casinos can meet these expectations by leveraging data analytics. In this article, we will explore how casinos can use data analytics to enhance high roller customer service and ultimately drive business success.

Analytics 52

Analytics Entertainment Customer Service Benchmark 52

Hodusoft

JULY 2, 2024

Expert’s Insight On Designing Competitive Customer Experiences in Insurance Industry In recent years, the insurance industry has evolved at a great pace. Just like other industries, delivering exceptional customer experiences has become more critical in the insurance sector as well.

Agent burnout 52

Agent burnout Customer Experience Abandon rate Average Handle Time 52

Zappix

APRIL 11, 2024

In today’s rapidly evolving landscape, the utility industry faces unprecedented challenges and opportunities. Personalized Support In addition to self-service options, digital engagement tools enable utility companies to deliver personalized support tailored to each customer’s unique needs.

Self service 52

Self service Chatbots Accountability Analytics 52

JustCall

NOVEMBER 25, 2022

For meeting the goal of quality control, speech analytics software examines live or recorded calls and decodes emotional signs. Similar to voice recognition software, speech analytics software analyzes spoken language through artificial intelligence. Give call center agents instructions using call center voice analytics software.

Analytics 52

Analytics Cloud contact Coaching Telecommunications 52

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

CCNG

MARCH 13, 2024

Staffing Shortages in The Contact Center Won’t Go Away Without Action The hurdle our industry has faced repeatedly is staffing or the lack of staffing available. The increasing integration of AI-powered solutions, such as chatbots and advanced machine learning is streamlining operations and enabling personalized customer interactions.

Customer Experience 195

Customer Experience outsourcing Contact Center Analytics 195

Hero Digital

DECEMBER 19, 2018

“We’re thrilled to welcome Clock Four to the Hero Digital team and continue to drive success into 2019,” said CEO of Hero Digital, Dave Kilimnik, and added “Clock Four’s deep expertise and relationships in the consumer financial and B2B technology sectors will strengthen and expand our practices in these rapidly evolving industries.

Personalization 40

Personalization Analytics B2B Self service 40

24-7 InTouch

FEBRUARY 24, 2023

We will surely see this as metaverse innovations continue to emerge with developing AR/VR technology, but breakthroughs in data analytics like neuro-insights present another opportunity for companies to better understand human behavior, ultimately leading to enhanced, immersive customer experience (CX).

Analytics 52

Analytics Coaching Technology Surveys 52

ConvergeOne

JANUARY 27, 2022

And the data C1 Conversations captures throughout the customer experience journey then informs comprehensive analytics and insights to support your customers’ needs, as well as those of your business.

Personalization 105

Personalization B2B Self service Contact Center 105