Big data, Blog and Multichannel - Customer Contact Central

Breaking down silos in the multichannel contact center

Calabrio

APRIL 25, 2017

While this data is often richer and more complete than real-time data feeds, batch-loading is relatively inefficient for handling very large amounts of real-time data, and performance can suffer when the “refresh” intervals get shortened to minutes, or even seconds. The birth of Big Data.

Multichannel

Multichannel Contact Center Big data Metrics

Using Big Data to Create Exceptional Customer Experiences

VocalCom

AUGUST 26, 2019

Big data has been a buzzword in the customer service industry for some time now. As every brand knows, all data—big and small—can be applied in some manner to drive sales and improve customer service. Here are five essential big data sources to look at—and how you can use them to create exceptional customer experiences.

Big data

Big data Customer Experience Abandon rate Contact center software

5 Ways Big Data Can Improve the Customer Experience

VocalCom

AUGUST 7, 2017

In addition, contact center metrics such as average handling time and first contact resolution provide data on how the customer experience is affected by service practices. Here are five ways big data can be used to improve the customer experience. Big data is also critical to implementing targeted marketing practices.

Big data

Big data Customer Experience Average Handle Time Abandon rate

Breaking down silos in the multichannel contact center

Calabrio

APRIL 25, 2017

While this data is often richer and more complete than real-time data feeds, batch-loading is relatively inefficient for handling very large amounts of real-time data, and performance can suffer when the “refresh” intervals get shortened to minutes, or even seconds. The birth of Big Data.

Multichannel

Multichannel Contact Center Big data Metrics

When it Comes to Your Customer Experience: Ditch Legacy, Go Digital!

Avaya

MAY 9, 2017

It means enterprise leaders having a firm grip on the big data that infuses their organizations. appeared first on Avaya Connected Blog. It requires executive buy-in, sponsorship, and steady leadership. Perhaps most daunting of all, it means companies working to truly know and understand their customers.

Customer Experience

Customer Experience Government Big data Enterprise

5 Technologies That Reduce Customer Effort

VocalCom

MAY 21, 2018

Big data can be used in many ways to provide proactive service. In addition, big data can help brands understand their customers’ habits, such as buying preferences. With the help of insights provided by big data, live chat may be used to reduce customer effort.

Customer effort

Customer effort Technology Interactive Voice Response Big data

In Digital Transformation, Initial Business Discovery is Key

Avaya

AUGUST 2, 2017

They’re challenged with evolving from legacy hardware to a services-based ecosystem that supports digital drivers like cloud, mobile, big data analytics, and social. The post In Digital Transformation, Initial Business Discovery is Key appeared first on Avaya Connected Blog. We’re here to help. Let’s make it happen together.

Enterprise

Enterprise Big data Analytics Technology

Unstructured Data: Where the Voice of the Customer Lives

VocalCom

MARCH 11, 2019

When companies use big data to analyze their customers’ habits and preferences, it’s often the structured, quantitative kind that is considered. Customer sales data and contact center KPIs such as the Net Promoter Score may provide valuable information, but such numbers reveal little about your customers’ feelings and expectations.

Contact center software

Contact center software Big data Contact Center Customer centricity

AI: 4 Key Benefits for the Customer Experience

VocalCom

AUGUST 6, 2018

By working closely with big data and even principles of behavioral psychology, artificial intelligence can help brands find their target audience more effectively and transform the quality of the customer experience. The post AI: 4 Key Benefits for the Customer Experience appeared first on Vocalcom Blog.

Customer Experience

Customer Experience Chatbots Big data Contact center software

5 Ways to Become an Omnichannel Customer Experience Pro

Avaya

SEPTEMBER 7, 2017

Take action on data analytics: By “data analytics,” we mean customer journey analytics: data collected across all lines of business to support a powerful, real-time visualization of the customer journey. The post 5 Ways to Become an Omnichannel Customer Experience Pro appeared first on Avaya Connected Blog.

Customer Experience

Customer Experience Contact Center Analytics Finance

The New Super-Agent

VocalCom

JULY 2, 2020

In a study by Harvard , 72% of respondents said frontline customer service teams experienced a higher productivity when directly empowered with data-driven analysis and decision-making. The post The New Super-Agent appeared first on Vocalcom Blog. To find out more: www.vocalcom.com.

Contact Center

Contact Center Self service Virtual Agent Chatbots

Get out of the Queue: Drive Your CX with Attribute Matching

Avaya

MARCH 23, 2017

This next-generation CX is supported by several advanced technologies—big data analytics, omnichannel, automation—however, these investments are all aimed at driving one thing: contextualization. The post Get out of the Queue: Drive Your CX with Attribute Matching appeared first on Avaya Connected Blog. Contact us.

Big data

Big data Banking Contact Center Call Center

5 Ways to Better Understand Your Customers

VocalCom

JULY 30, 2018

In our modern era of big data and artificial intelligence, it may seem that technology holds the key to determining the best ways to engage customers. Analyzing all data meticulously is essential to having a global view of your customers’ needs. Be sure to consider all kinds of data you have collected.

Journey mapping

Journey mapping Contact center software Surveys Big data

Customer Effort: Don’t Make Your Customers Work For You

VocalCom

NOVEMBER 26, 2018

Big data is another important resource for designing proactive customer experiences. The post Customer Effort: Don’t Make Your Customers Work For You appeared first on Vocalcom Blog. Give your customers the support they need proactively. Live chat is one excellent way to do so.

Customer effort

Customer effort Average Handle Time Contact center software Interactive Voice Response

Why Multi-Touch Matters more than Multi-Channel

Avaya

JANUARY 3, 2017

As I mentioned in a previous blog , however, the problem with multi-channel service is that channels act independently in this environment. This means that any data captured across these channels is kept in silos, creating fragmented and isolated communications for customers and representatives alike. The Multi-touch Difference.

Enterprise

Enterprise Big data Contact Center Customer Experience

3 CX Stats That May Change How You Think About Digital Transformation

Avaya

MAY 23, 2017

Technologies like Artificial Intelligence, automation, big data, and the Internet of Things have made digital transformation an absolute necessity for organizations. The post 3 CX Stats That May Change How You Think About Digital Transformation appeared first on Avaya Connected Blog. Let me know what you think.

Customer centricity

Customer centricity Contact Center Big data Analytics

7 Top Priorities for the Future of Customer Engagement

Calabrio

JANUARY 6, 2016

Prediction #7: Data Doesn’t Matter Without Powerful Analytics: Without a doubt, analytics will be absolutely vital for the multichannel contact centers of 2020. It will be more important than ever to have systems in place to handle all that data, organize it and mine it.

Contact Center

Contact Center Analytics Wireless Self service

In Digital Transformation, Don’t Forget the Initial Business Discovery

Avaya

JUNE 9, 2017

They’re challenged with evolving from legacy hardware to a services-based ecosystem that supports digital drivers like cloud, mobile, big data analytics, and social. The post In Digital Transformation, Don’t Forget the Initial Business Discovery appeared first on Avaya Connected Blog.

Enterprise

Enterprise Big data Analytics Customer Experience

Predict why customers engage? It’s no fantasy

Nuance

OCTOBER 2, 2018

Visit Nuance's What's next blog to see the full content. Analysts and pundits all try to guess which […] The post Predict why customers engage? It’s no fantasy appeared first on What’s next. This is a summary.

Big data

Big data Multichannel Interactive Voice Response Call Center

Customer Contact Central

Breaking down silos in the multichannel contact center

Using Big Data to Create Exceptional Customer Experiences

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Top 5 Posts in March

5 Ways Big Data Can Improve the Customer Experience

Breaking down silos in the multichannel contact center

When it Comes to Your Customer Experience: Ditch Legacy, Go Digital!

5 Technologies That Reduce Customer Effort

In Digital Transformation, Initial Business Discovery is Key

Unstructured Data: Where the Voice of the Customer Lives

AI: 4 Key Benefits for the Customer Experience

5 Ways to Become an Omnichannel Customer Experience Pro

The New Super-Agent

Get out of the Queue: Drive Your CX with Attribute Matching

5 Ways to Better Understand Your Customers

Customer Effort: Don’t Make Your Customers Work For You

Why Multi-Touch Matters more than Multi-Channel

3 CX Stats That May Change How You Think About Digital Transformation

7 Top Priorities for the Future of Customer Engagement

In Digital Transformation, Don’t Forget the Initial Business Discovery

Predict why customers engage? It’s no fantasy

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