ShepHyken

DECEMBER 15, 2017

According to a Walker study, with customer experience set to take over brand and product by 2020 as the key differentiator, organizations must communicate their consumers wants and needs to employees. Employees must be able to focus on the customer information and analytics that matters to them most. To conclude.

Employee engagement 305

Employee engagement Customer centricity Feedback Morale 305

AWS Machine Learning

MARCH 18, 2025

Use case 1: Audio-to-text translation and LLM integration for clinical trial patient interactions In the domain of clinical trials, effective communication between patients and physicians is crucial for gathering accurate data, enforcing patient adherence, and maintaining study integrity.

Healthcare 114

Healthcare Analytics Consulting Consulting 114

Beyond Philosophy

MAY 19, 2015

Predictive analytics. Predictive analytics describes how a company looks at data sets to identify patterns of behavior in Customer groups. Target used predictive analytics to determine the Customer’s behavior when she learns she is pregnant. They studied it. How did they get so good at this?

Employee engagement 370

Employee engagement Analytics Banking Customer Experience 370

ShepHyken

NOVEMBER 4, 2016

Studies by Forrester Research have shown that “ Many online customers want help from a live person while they are shopping online; in. Predictive Analytics: Millennials have changed the way traditional customers used to buy, behave or react to different perspectives. Organizations.

Analytics 318

Analytics B2B Technology Enterprise 318

AWS Machine Learning

OCTOBER 16, 2024

In this post, we demonstrate how the CQ solution used Amazon Transcribe and other AWS services to improve critical KPIs with AI-powered contact center call auditing and analytics. Additionally, Intact was impressed that Amazon Transcribe could adapt to various post-call analytics use cases across their organization.

Customer Service 89

Customer Service Scripts Coaching Finance 89

ShepHyken

SEPTEMBER 7, 2023

In fact, in a three-year study, companies that implemented a well-designed customer success program saw a 91% return on investment and more productive CX teams. Customer health monitoring Train your team on the tools and analytics platforms you use to monitor customer health. So, how does your CX team rise to the occasion?

B2C 349

B2C Customer centricity Feedback Upselling 349

C3Centricity

NOVEMBER 26, 2024

A recent study by McKinsey found that 87% of companies leveraging advanced customer analytics outperform their competitors in customer retention and engagement ( McKinsey ). People expect brands not just to fulfill their immediate needs, but to understand, anticipate, and address their evolving desires.

Banking 116

Banking Feedback Customer retention Marketing 116

Callminer

NOVEMBER 27, 2018

I was fascinated by a story about the cost of complaints based on a study by the Institute of Customer Service. Our own study earlier this year into the sources of churn in the UK highlighted that 61% of people used the phone to contact a supplier about an issue. Our study in the US found 45.8% So how can technology help?

Analytics 186

Analytics Coaching Technology Surveys 186

Callminer

FEBRUARY 23, 2021

Analytics are more important than ever. You need advanced analytics, offered in real-time, so you can quickly and easily make adjustments as needed.” Omnichannel analytics will be used to unify and improve CX. While it’s still pretty rare, companies are moving towards video customer service.”

Call Center 376

Call Center Technology Banking Contact Center 376

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

AWS Machine Learning

FEBRUARY 6, 2025

In this post, we review how Aetion is using Amazon Bedrock to help streamline the analytical process toward producing decision-grade real-world evidence and enable users without data science expertise to interact with complex real-world datasets. AEP references this data to generate cohorts and run analyses.

Healthcare 82

Healthcare APIs Analytics Transportation 82

Beyond Philosophy

FEBRUARY 3, 2015

Some actions take place as a result of the conscious, analytical and logical, but much of it comes from a deeper realm. In another example, an IBM consumer study revealed that, while 43% of consumers said they preferred the “browse, click, and purchase experience”, that is shopping online and picking-up in the store.

Government 383

Government Marketing Analytics Personalization 383

ShepHyken

SEPTEMBER 28, 2018

A recent study shows that 43% of American workers spend at least part of their time working from a location other than a traditional office, but engagement remains a challenge when HR departments do not have the right technology to communicate with remote workers. Feedback and Analytics.

Employee engagement 274

Employee engagement Education Analytics Technology 274

Call Center Weekly

APRIL 24, 2019

They speak many languages and are versed in different speech analytics solutions. I am notorious for saying that our goal in speech analytics is to help make insights easier to obtain- not outright replace human listening. Speech Analytics (SA) is an extremely interactive process. Very little to none. But, you can change that.

Analytics 175

Analytics First call resolution Education Customer Experience 175

Callminer

SEPTEMBER 1, 2020

Later on, breakout sessions led by customers, Avadyne Health , Gant Travel , and more offered some powerful case studies including an analysis from Direct Dialog’s Marvie Wright on how speech analytics helped their virtual workforce yield 10% more revenue. The show goes on.

Entertainment 182

Entertainment Contact Center Analytics Customer Service 182

Beyond Philosophy

JANUARY 12, 2015

And, to parallel this, academics were actively studying the impact of emotions on various types of perception and decision-making. We see a lot of this in current applications of text analytics. There has been a great deal of this, on subjects ranging from metaphor elicitation to emotional and personalized weight processing.

Customer Experience 305

Customer Experience Customer emotions Customer centricity Analytics 305

Beyond Philosophy

JULY 7, 2015

Predictive analytics explains how some organizations hypothesize a future outcome based on existing patterns from data sets in the past. If you want to learn more about Predictive Analytics, this article in the Harvard Business Review is a great start. How Do You Use Emotional Data to Predict the Future?

Customer centricity 284

Customer centricity Analytics Customer Experience Marketing 284

TeleDirect

MARCH 9, 2025

Studies show that 60% of customers will abandon a brand after multiple bad experiences. Implement AI-driven analytics to predict call trends and adjust resources. A: AI-driven solutions, such as chatbots, predictive call routing, and real-time analytics, help distribute workload efficiently and resolve common inquiries instantly.

Wait times 79

Wait times Call Center Abandon rate First call resolution 79

Callminer

FEBRUARY 28, 2017

The post Top Call Center Conferences 2017: 49 Must-Attend Events to Learn the Latest Trends and Technologies for Boosting Call Center Performance appeared first on CallMiner.

Call Center 265

Call Center Technology Best practices Analytics 265

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

Beyond Philosophy

DECEMBER 23, 2015

Studies by Strativity, and other consulting organizations, among corporate executives have identified the financial benefits of increasing customer experience management-related resources. They are; Customer Experience and Value Optimization.

Chief Customer Officer 250

Chief Customer Officer Enterprise Customer centricity Consulting 250

ShepHyken

FEBRUARY 26, 2018

Can awful airline customer service be overridden with AI and analytics? A study examining the customer service experiences and expectations of 2,000 people found millennials are prepared to wait the longest times before getting agitated and are less likely to co mplain when things go awry. Here are my top five picks from last week.

Airlines 195

Airlines Customer Service Chatbots Analytics 195

Beyond Philosophy

JUNE 11, 2015

They should want this because study after study shows the financial rewards of having loyal customers. Be pragmatic in terms of technology and analytics. Without fear of (much) argument, it’s a fair statement that all companies want, and try to generate and achieve, optimum loyalty from their customer base.

Airlines 274

Airlines Customer centricity Multichannel Sales 274

TeleDirect

JANUARY 30, 2025

Advanced Technological Integration The top call centers in the US leverage AI-powered analytics, CRM systems, and omnichannel communication to optimize customer engagement. Reputation and Reviews: Research case studies and testimonials to assess service quality and reliability.

outsourcing 106

outsourcing Call Center CRM Technical Support 106

ShepHyken

MAY 22, 2020

A recent Pega study found that IT departments are leading more than a quarter of global CX projects (26%) versus 13% by dedicated CX functions. Our study found that just 35% of businesses currently have a C-level sponsor for CX projects, and in 36% of organizations, these initiatives are led at the director level or below.

Customer Experience 176

Customer Experience Journey mapping Analytics Banking 176

TechSee

DECEMBER 11, 2018

Contact center leaders can study these trends, and find within each of them a call center customer experience strategy that delivers proven ROI to the business. Technologies: Data Analytics, AI, AR solutions. Data analytics: A range of data-based tools exist to ensure contact center operations are running at peak performance.

Call Center 182

Call Center Customer Experience Self service Contact Center 182

CCNG

JULY 3, 2024

According to a PWC study, 80% of US consumers regard “speed, convenience, knowledgeable help, and friendly service as the most important elements of a positive customer experience.” This is where CX analytics plays a vital role. What’s more, satisfied customers become loyal brand advocates, spreading the good word across their network.

outsourcing 195

outsourcing Contact Center Airlines CCNG 195

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 94

Analytics Management Accountability Engineering 94

Callminer

SEPTEMBER 14, 2020

For instance, to improve key call center metrics such as first call resolution , business analysts may recommend implementing speech analytics solutions to improve agent performance management. Successful call centers use analytics to help aid, streamline and maximize customer service and sales needs…”. AmraBeganovich.

Call Center 182

Call Center Analytics First call resolution Metrics 182

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. Reference. [1] Makowski, M.R.,

Analytics 103

Analytics Healthcare Engineering Government 103

CSM Magazine

OCTOBER 21, 2024

Technological Integration: AI and Data-Driven Support The adoption of AI and data analytics is redefining how Philippine call centres approach customer support. A study by McKinsey found that data-driven customer experience strategies can increase customer satisfaction by 20-30%.

outsourcing 52

outsourcing Customer Experience Analytics Customer centricity 52

TeleDirect

DECEMBER 20, 2024

Look for testimonials, case studies, or industry recognition. What reporting and analytics capabilities does the call center offer? Teledirect Advantage: Teledirect provides comprehensive reporting and analytics, offering insights into key metrics which empowers you to make informed decisions and refine your strategies.

Call Center 62

Call Center Outbound sales industry standards Analytics 62

Interactions

NOVEMBER 6, 2024

Analytics and continued optimization Without an active customer success team by your side, your business only has its own singular point of view when studying analytics to derive insights and areas for improvement. Our customer success team also keeps on top of your analytics to see trends and identify areas of improvement.

Analytics 62

Analytics Contact Center Finance Healthcare 62

Callminer

MARCH 12, 2020

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. What tools and strategies does your company use to ensure compliance?

Call Center 182

Call Center Analytics Best practices Government 182