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

ShepHyken

OCTOBER 8, 2019

Shep Hyken interviews Sam Lessin of Fin Analytics. There must be more training and coaching present within contact centers and customer-facing roles. It is present throughout the entire customer journey. About : Sam Lessin is the co-founder and co-CEO of Fin Analytics. Focus on this aspect more than any others.

Customer Care 261

Customer Care Customer centricity Coaching Contact Center 261

AWS Machine Learning

FEBRUARY 21, 2025

To test it, you can ask a question that isnt present in the agents knowledge base, making the LLM either refuse to answer or hallucinate. The Amazon Bedrock agent answers the question correctly using the cached answer even though the information is not present in the agent knowledge base. ms, sys: 0 ns, total: 10.4

Engineering 121

Engineering APIs Analytics Enterprise 121

ShepHyken

DECEMBER 15, 2017

Presenting customer feedback to employees needs to be part of any effective management performance programme. Employees must be able to focus on the customer information and analytics that matters to them most. Customer Experience is an organization-wide priority.

Employee engagement 305

Employee engagement Customer centricity Feedback Morale 305

Callminer

MAY 26, 2020

For more information on the customer experience, download our white paper, The CX Pro’s Guide to Speech Analytics. By harnessing the information each of the above metrics presents you with, it is possible to consistently improve your call center’s performance over time. What metrics does your business make use of the most?

Call Center 340

Call Center Metrics Average Handle Time First call resolution 340

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

ShepHyken

JULY 29, 2019

RetailWire) Presented here for discussion is a summary of a current article published with permission from Knowledge@Wharton, the online research and business analysis journal of the Wharton School of the University of Pennsylvania. I have added my comment about each article and would like to hear what you think too. by Knowledge@Wharton.

Customer Service 307

Customer Service Enterprise Analytics Customer Experience 307

Callminer

SEPTEMBER 1, 2020

The two-day event – hosted by bestselling author and customer service and experience expert, Shep Hyken – featured dynamic keynote presentations from four of renowned CX experts. The great online kick-off. The show goes on. CETX 2020: It was a cyber success.

Entertainment 182

Entertainment Contact Center Analytics Customer Service 182

Callminer

MAY 29, 2019

According to a recent survey by Contact Babel of contact center professionals, over 90% of businesses record their calls, but only 34% are analyzing them with a speech analytics solution. To utilize your call recordings in the most efficient way you can, use tools such as speech analytics to automatically analyse and score 100% of recordings.

Contact Center 223

Contact Center Coaching Analytics Call Center 223

AWS Machine Learning

DECEMBER 4, 2024

Building generative AI applications presents significant challenges for organizations: they require specialized ML expertise, complex infrastructure management, and careful orchestration of multiple services. This will provision the backend infrastructure and services that the sales analytics application will rely on.

APIs 106

APIs Sales Surveys Analytics 106

Beyond Philosophy

MARCH 19, 2020

If you don’t have the data analytical skills, then there is no better time than the present to get them. Many hidden patterns exist that would provide insights to motivation in your existing data, and you should be finding them. Data is getting cheaper to accumulate and less expensive to analyze.

Consulting 479

Consulting Consulting Marketing Customer centricity 479

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. Downstream applications use those ids to pull from client data services in the UI presentation layer. The following diagram illustrates the solution architecture.

Analytics 117

Analytics First call resolution Banking Interactive Voice Response 117

Callminer

MAY 27, 2020

More modern contact centers effectively do the same while incorporating a few key differences to better harness emerging options in communication and analytics. Contact Centers Incorporate Advanced Analytics. Call centers came first, focusing employees on handling large streams of customer calls at once. that can be automated.

Contact Center 207

Contact Center Call Center Interactive Voice Response Self service 207

ShepHyken

MAY 19, 2020

You must also be present with them on the channels they want to communicate on. Strategies include guided workflows, coaching, augmenting tools that support remote collaboration and applying analytics to improve areas of unproductivity. They are as follows: How do we show empathy for customers during this time?

CRM 252

CRM Coaching Self service Analytics 252

AWS Machine Learning

APRIL 29, 2025

In this post, we present an LLM migration paradigm and architecture, including a continuous process of model evaluation, prompt generation using Amazon Bedrock, and data-aware optimization. In this section, we present a four-step workflow and a solution architecture, as shown in the following architecture diagram.

Metrics 82

Metrics Engineering Best practices Benchmark 82

AWS Machine Learning

MARCH 18, 2025

These reports can be presented to clinical trial teams, regulatory bodies, and safety monitoring committees, supporting informed decision-making processes. Insights and reporting The processed data and insights derived from the LLM are presented through interactive dashboards, visualizations, and reports.

Healthcare 112

Healthcare Analytics Consulting Consulting 112

AWS Machine Learning

APRIL 3, 2025

At the heart of this transformation is the OMRON Data & Analytics Platform (ODAP), an innovative initiative designed to revolutionize how the company harnesses its data assets. Implementing uniform policies across different systems and departments presents significant hurdles.

Government 80

Government Analytics Engineering CRM 80

CCNG

APRIL 20, 2022

Numerous disparate systems generate perpetual flows of valuable data — the analytic raw material that can yield truth and intelligence about your people, performance, processes, culture and more. Once in place, establish a data management and analytics assessment program to identify data challenges and coordinate and prioritize projects.

Customer Experience 195

Customer Experience CCNG Gamification Analytics 195

ShepHyken

OCTOBER 21, 2016

When he finally moves onto Probing for Needs, Peter doesn’t ask many questions so he can get to his favorite phase, Presenting the Product. Her matter-of-fact tone and desire to get right into the details reveals that she is a logical and analytical Owl. After all, how can he close the deal if he skips building rapport?

Sales 312

Sales Personalization Analytics 312

AWS Machine Learning

OCTOBER 29, 2024

This post presents a solution where you can upload a recording of your meeting (a feature available in most modern digital communication services such as Amazon Chime ) to a centralized video insights and summarization engine. All of these could save effort and time, enabling you to focus more on value-added activities.

Engineering 110

Engineering APIs Sales Enterprise 110

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. People lie. I have done it. You have done it.

Customer Experience 259

Customer Experience Consulting Consulting Enterprise 259

CSM Magazine

MAY 7, 2025

Edge analytics enables immediate risk assessments and anomaly detection by monitoring trading activities in real time. Scaling these deployments to handle increasing data volumes and processing demands presents further financial and logistical complexities. This facilitates faster compliance checks and proactive risk mitigation.

Finance 52

Finance Government Analytics Technology 52

CX Accelerator

JUNE 8, 2020

That’s why the ability to transcribe them and search keywords, phrases, and sentiment with ,, speech analytics can be so powerful. Present your product roadmap and get valuable customer input. Make no mistake. Listening to call recordings is time-consuming work. Pick up the phone and call a customer. Learn about your competitors.

Surveys 345

Surveys Contact Center Consulting Consulting 345

ShepHyken

JULY 12, 2019

Collecting this data in large quantities can present more of a burden than a solution if you lack the necessary resources for combing through and creating actionable insights that pinpoint inefficiencies in your operations. Understand Your Facilities Through Data Collection.

Customer Experience 289

Customer Experience Technology Enterprise Analytics 289

Beyond Philosophy

JUNE 4, 2020

In other words, there are far brighter people than me using analytical tools. Sutherland describes a day where he presented to 40 people in Romania via Zoom. Sutherland says there isn’t a shortage of people using well-established, consensus-approved models to address problems.

Consulting 390

Consulting Consulting Advertising Analytics 390

TechSee

JUNE 23, 2020

In other words, a company’s virtual assistant needs to be present across all channels. Emotion analytics , meanwhile, can be used to prioritize a call based on the customer’s mood and route them to the appropriate agent.

Self service 207

Self service Chatbots Enterprise Customer centricity 207

AWS Machine Learning

JANUARY 7, 2025

This blog post with accompanying code presents a solution to experiment with real-time machine translation using foundation models (FMs) available in Amazon Bedrock. Conclusion The LLM translation playground presented in this post enables you evaluate the use of LLMs for your machine translation needs.

Engineering 110

Engineering Metrics industry standards Finance 110

Callminer

MARCH 30, 2020

Interaction analytics make it possible to highlight complications in both written and oral communication as they arise. As your workforce acclimates to the changes remote working presents, schedules are bound to shift, and timing will need to be fine-tuned. Automate Scheduling Processes.

Best practices 207

Best practices Contact Center Call Center Interactive Voice Response 207

TechSee

JUNE 16, 2022

He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. Shep Hyken, Chief Amazement Officer at Shepard Presentations. He’s the CAO (Chief Amazement Officer) of Shepard Presentations and leading international authority on customer service, CX, and loyalty in business. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

AWS Machine Learning

MARCH 19, 2025

Its the kind of ambitious mission that excites me, not just because of its bold vision, but because of the incredible technical challenges it presents. Rahul has over twenty years of experience in technology and has co-founded two companies, one focused on analytics and the other on IP-geolocation.

Healthcare 144

Healthcare Enterprise APIs Transportation 144

AWS Machine Learning

MAY 1, 2025

It requires sophisticated visual reasoning to interpret data visualizations and answer numerical and analytical questions about the presented information. 90B for fine-tuning presents an important decision that balances performance against cost and latency considerations. 11B and Meta Llama 3.2

Best practices 75

Best practices Engineering Benchmark Transportation 75

AWS Machine Learning

FEBRUARY 21, 2025

To address these challenges, we present an innovative continuous self-instruct fine-tuning framework that streamlines the LLM fine-tuning process of training data generation and annotation, model training and evaluation, human feedback collection, and alignment with human preference. The same dataset is used for inference.

Benchmark 89

Benchmark Metrics Engineering Feedback 89

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. Hear from Availity on how 1.5

APIs 101

APIs Enterprise Best practices Government 101

Beyond Philosophy

SEPTEMBER 14, 2023

Predictive Analytics: As the name implies, these can tell you what will happen based on what has already happened. However, the news in this area of AI is that these programs are mixing with predictive analytics and generative AI, which changes how organizations can automate workflows. Remember the experience you want to deliver.

Self service 221

Self service Analytics Personalization Consulting 221

ChurnZero

NOVEMBER 22, 2024

Collaborative, analytical, and team-focused, it works because it focuses on preventable churn, and keeps blame to a minimum. The main components of this include: The Concept: Opportunity for CSMs to learn and grow by engaging in a structured churn reflection activity and presenting their findings. Does it work?

Education 52

Education Analytics Metrics Feedback 52

AWS Machine Learning

DECEMBER 13, 2024

This post was written with Darrel Cherry, Dan Siddall, and Rany ElHousieny of Clearwater Analytics. About Clearwater Analytics Clearwater Analytics (NYSE: CWAN) stands at the forefront of investment management technology. This approach enhances cost-effectiveness and performance to promote high-quality interactions.

Analytics 86

Analytics Management Accountability Engineering 86