Aspect

AUGUST 26, 2019

Since childhood we’ve been taught that knowledge is power, and the contact center is no exception to this rule. The contact center is drowning in information but starving for knowledge. That’s exactly what Performance Management (PM) does in the contact center, but it’s a long road from information to knowledge.

Big data 102

Big data Management Journey mapping Contact Center 102

ShepHyken

DECEMBER 12, 2016

Boomtrain) Artificial Intelligence, machine learning, and big data analytics have been around for a while in the B2B world. We Asked, Zappos Answered: Tracking Contact Center Metrics, Omni-Channel & Chatbots by Sharpen. I have added my comment about each article and would like to hear what you think too.

Customer Service 278

Customer Service Chatbots Contact Center Metrics 278

The Northridge Group

SEPTEMBER 27, 2017

In the contact center, one thing is certain: positive human connections between agents and customers are critical to building brand loyalty. In an industry that places an emphasis on human contact, what role does AI play in the contact center and how can data gathered from it be used to improve the customer experience?

Contact Center 136

Contact Center Calibration Chatbots Analytics 136

The Northridge Group

MARCH 28, 2022

The benefits of data insights for healthcare contact centers are plentiful and therefore worthy of further exploration. Human assisted” analytics – Our healthcare-trained contact center experts listened to customer calls and reviewed chat sessions. Impactful Results.

Healthcare 128

Healthcare Analytics Contact Center First call resolution 128

ShepHyken

OCTOBER 2, 2020

Learn how to best prepare your contact center for the holiday season. Customer data analytics is possible due to the rise of IoT, Big Data, and, of course, AI. It’s well-known that businesses use Big Data to target customers. Customer data makes our world client-oriented. Now they can do more.

Advertising 261

Advertising Big data Healthcare Personalization 261

TechSee

AUGUST 10, 2023

TechSee’s visual automation platform uses computer artificial intelligence (AI) and augmented reality (AR) to enhance customer and contact center engagements. TechSee’s Computer Vision AI and AR can improve issues facing customer contact centers around first-call resolution, average handling times, and truck roll avoidance.

Average Handle Time 206

Average Handle Time Interactive Voice Response First call resolution Cloud contact 206

TechSee

DECEMBER 5, 2017

Contact Centers appreciate: “We got our customer support sorted the day we started using Casengo to manage emails and social media posts.” Contact Centers appreciate: Enchant enables better collaboration of support teams making sure nothing falls through the cracks. and cloud-based call center offerings.

Contact Center 116

Contact Center Technology Self service Call Center 116

Avaya

DECEMBER 6, 2016

Whether you realize it or not, big data is at the heart of practically everything we do today. In today’s smart, digital world, big data has opened the floodgates to never-before-seen possibilities. To effectively apply your data, you must first determine what you wish to achieve with your data in the first place.

Big data 66

Big data Customer Experience Analytics Self service 66

Global Response

MARCH 27, 2024

Call centers are increasingly turning to big data analytics as a pivotal tool for optimization. By harnessing the power of vast data sets, businesses can uncover deep insight into customer behavior, preferences, and trends, enabling them to tailor their services for maximum impact. Let’s take a look.

Big data 62

Big data Call Center Analytics Interactive Voice Response 62

Calabrio

NOVEMBER 25, 2020

These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center. We’ve entered an era where simply keeping abreast with the latest contact center tech advances is not enough. Technology Fuels Contact Center Transformation.

Contact Center 122

Contact Center Self service Banking Analytics 122

ShepHyken

AUGUST 28, 2017

The Contact Center Playbook for Improving Customer Satisfaction [Whitepaper] by Nicolina Savelli. Fonolo) In this handy playbook, contact center leaders will learn the ins and outs of improving customer satisfaction, otherwise known as CSat. Here are my top five picks from last week.

Customer Service 211

Customer Service Contact Center Benchmark Big data 211

CX Accelerator

FEBRUARY 2, 2020

Especially when you consider that to gain buy-in from executives for CX initiatives, there must be data to support it. Also, consider the world of big data and the way making sense of huge sets of data has helped companies deliver more personalized experiences. Erica Mancuso. Infographic Courtesy of Erica Marois.

Customer Experience 320

Customer Experience Journey mapping Entertainment Engineering 320

DMG Consulting

AUGUST 31, 2018

The Next Act: The AI-Enabled Contact Center. In 2005, 13 years ago, I published the book The Real-Time Contact Center. The idea behind the book was (and still is) conceptually simple – to utilize the real-time capabilities of contact centers to assist people (customers, prospects, partners, public, etc.)

Contact Center 91

Contact Center Virtual Agent Consulting Consulting 91

Fonolo

DECEMBER 8, 2023

Contact center trends move fast, which makes trend-spotting an invigorating sport for those who dare to participate! There’s no denying that some of the changes impacting contact centers over the last four years continue to make waves – notably the enduring appetite for hybrid and remote work.

Contact Center 81

Contact Center Big data Chatbots Scripts 81

AWS Machine Learning

JULY 29, 2022

Establishing highly efficient contact centers requires significant automation, the ability to scale, and a mechanism of active learning through customer feedback. In traditional contact centers, one solution for long hold times is enabling self-service options for customers using an Interactive Voice Response system (IVR).

Contact Center 134

Contact Center Interactive Voice Response Self service Accountability 134

Spearline

JULY 13, 2021

At Spearline, many of our customers have contact centers situated worldwide, used for customer service, sales, and product information. Therefore, one of the purposes of the Spearline blog is to educate our readers and update them with the latest and most relevant pieces of information, including trends in the contact center industry.

Contact Center 98

Contact Center Telecommunications Surveys Analytics 98

ShepHyken

APRIL 28, 2017

The right contact center technology for a SCV. By and large, the only way to ensure the personal connection customers demand is to tap into all the data that’s being generated every time they contact you. I won’t sugarcoat it…that’s a lot of data, and dealing with it isn’t child’s play. Conclusion.

Customer Service 242

Customer Service Contact Center Technology Big data 242

Avaya

NOVEMBER 14, 2018

Consumer expectations are rapidly evolving, and this is influencing major changes in the Contact Center. We’re excited that Laurent Philonenko, Avaya SVP, Innovation, will present “Harnessing Transformational Technology for Better Human Experience” at the AI & Big Data Expo on Thursday, November 29, 9:30 am.

Big data 63

Big data Contact Center Technology Customer Experience 63

Playvox

MAY 24, 2022

This period of high-stakes decisions and operational scrutiny required a clear and accurate view into many things, including SoFi’s Member Service Teams quality assurance data. On June 1, 2021, SoFi became a publicly-traded company on the Nasdaq Global Market (Nasdaq).

Big data 72

Big data Construction Banking Coaching 72

Jon Arnold

SEPTEMBER 24, 2020

That title should be self-explanatory, so if you’re wondering about how contact centers can get a handle on the exponential growth of data from endless sources - and actually get business value - this is the webinar for you. Eventus is a really interesting company, and they have a pretty distinct take on how to do this.

Contact Center 106

Contact Center Management Big data 106

DMG Consulting

AUGUST 17, 2017

These 8 Technologies Are Transforming the Contact Center. Contact Centers are some of the most technically sophisticated operations in the enterprise, putting to use more than 45 systems and applications. Cloud-based contact center infrastructure (ACDs and dialers). August 2017. By Donna Fluss. Self-service.

Contact Center 69

Contact Center Technology Big data Gamification 69

CCNG

NOVEMBER 16, 2022

Look upstream – Too often, contact center leaders are focused on navigating through their daily operational challenges that they neglect to look upstream to identify and resolve the process failures that initially caused the calls, complaints, or issues to occur in the first place.

Customer Experience 195

Customer Experience CCNG Customer centricity Big data 195

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 48

Big data Customer Experience Abandon rate Contact center software 48

Ansafone

AUGUST 28, 2019

The post Using Big Data to Drive Customer-Intelligent Experiences appeared first on Ansafone Contact Centers. A lack of personalization makes customers feel like just a number rather than a valued member of your inner network. They have no hesitations in leaving you for the next best thing when it comes along.

Big data 48

Big data Contact Center Personalization Analytics 48

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. Are agents well trained in using the CRM database?

Big data 48

Big data Customer Experience Average Handle Time Abandon rate 48

Ansafone

DECEMBER 27, 2018

Several cutting-edge tools are now being integrated into the contact center environment to improve workflows and increase agent productivity, allowing them to raise the bar on what excellent customer experiences look like. The post 4 Technology Trends that Transform Contact Centers appeared first on Ansafone Contact Centers.

Contact Center 82

Contact Center Technology Big data Customer Experience 82

Beyond Philosophy

AUGUST 15, 2019

Peppers also thinks this is promising because it opens the doors to contact center analysis for observational data. Peppers would like to see an effort to quantify the sentiments of customers in the contact centers to see if customers were actually pleased with the experience or not. .

Metrics 312

Metrics Finance Surveys Consulting 312

DMG Consulting

NOVEMBER 13, 2018

Question: I keep hearing about “smart” contact center solutions that use artificial intelligence. Artificial intelligence is a game-changer for contact centers and back-office departments. Artificial intelligence is a game-changer for contact centers and back-office departments.

contact center solutions 69

contact center solutions Contact Center Big data Virtual Agent 69

MiaRec

SEPTEMBER 15, 2022

With the adoption of new data processing technology and Big Data, companies are collecting more data from their customers through the implementation of customer loyalty programs, phone/email/online surveys, order histories, and much more. But this gives you a limited view of the world.

Contact Center 98

Contact Center Big data Surveys Technology 98

BlueOcean

DECEMBER 18, 2018

And you’re ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. Here’s the short list of the best questions to ask about AI in the contact center. Looking for more contact center RFP questions? We want to make it easy for you.

Contact Center 78

Contact Center Chatbots outsourcing Metrics 78

Callminer

AUGUST 23, 2018

As a contact center, it is your primary responsibility to understand and manage customer expectations. Collecting this valuable speech and text data or over all interaction data is just the first step in managing customer expectations though. Actionable analytics is key. Identify other customer trends.

Metrics 205

Metrics Contact Center Analytics Marketing 205

Taylor Reach Group

MAY 30, 2017

It seems there is no shortage of experts and pundits weighing in on what they see as the trends that will impact the Call Center/ Contact Center industry. In this post, I want to focus on trends that are already starting to ‘bite’ in Call and Contact Centers. . . .

Contact Center 71

Contact Center Interactive Voice Response Journey mapping Banking 71

ShepHyken

JUNE 30, 2017

Managing big data, providing efficient customer service, streamlining the process and enhancing user experience are some of the benefits that artificial intelligence has provided humans with.

Government 242

Government Technology Benchmark call center software 242

Call Center Weekly

DECEMBER 19, 2017

By Melissa Pollock Cloud-based contact center platforms, big data analytics, omni-channel operations, and artificial intelligence applications have all contributed to a prodigious evolution in how we engage and manage customer journeys.

Technology 136

Technology Customer Experience Entertainment Coaching 136

Fonolo

OCTOBER 8, 2019

Big data is now used to address an increasing variety of business problems, from product launches to fraud and compliance. As retail contact center leaders gear up for the busiest time of the year, big data may be the last thing on their minds. Achieving this data-centric approach to CX may sound quixotic.

Big data 92

Big data Call Center Call Logging Contact Center 92

Callminer

SEPTEMBER 1, 2020

While it may not have been our typical, in-person experience filled with cocktail hours and outdoor activities, there was no shortage of entertainment and powerful and engaging insight from the customer experience (CX) and contact center industry’s most influential leaders, and hands-on practitioners. The great online kick-off.

Entertainment 182

Entertainment Contact Center Analytics Customer Service 182

Customers That Stick

NOVEMBER 13, 2014

I am a Customer Experience and Contact Center Manager with over 15 years of contact center experience. My years in contact center leadership have provided me a solid understanding of the call center environment. Meet Sean Hawkins! False Dichotomy. Paper < Plastic. Personalization < Privacy.

Customer Experience 137

Customer Experience Contact Center Big data outsourcing 137