Jon Arnold

OCTOBER 16, 2020

Next Tuesday, I’ll be speaking on a webinar about the “data deluge” that contact centers need to manage, especially for improving the all-important CX – customer experience. Clearly CX involves many moving parts, and it’s not hard to see why contact centers are getting overwhelmed with this data deluge. The mind boggles.

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Big data Contact Center Analytics Metrics 98

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. The SoFi team required visibility into this QA data at every level of the business, from C-suite, to manager, to analyst, to agent. Data Needs Context.

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Big data Construction Banking Coaching 72

Ansafone

JANUARY 3, 2019

As the primary connection for customers’ concerns, call centers have massive amounts of data pouring in hourly. Collecting the information is the easy … Big Data Analytics Creates Smart Contact Centers Read More ». Collecting the information is the easy … Big Data Analytics Creates Smart Contact Centers Read More ».

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Big data Contact Center Analytics Call Center 80

Aspect

AUGUST 26, 2019

An effective PM solution sources data from all contact center systems through standardized integrations and merges the data (so handle times for Agent 1 from the ACD can be tied to interaction quality for Agent 1 from Quality Management, for example).

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Big data Management Journey mapping Contact Center 102

AWS Machine Learning

NOVEMBER 20, 2024

In today’s data-intensive business landscape, organizations face the challenge of extracting valuable insights from diverse data sources scattered across their infrastructure. The solution combines data from an Amazon Aurora MySQL-Compatible Edition database and data stored in an Amazon Simple Storage Service (Amazon S3) bucket.

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Sales Engineering Big data Enterprise 102

The Northridge Group

MAY 9, 2018

To make it worse, the pace of this information continues to increase; data (lots of it) is being produced more rapidly than ever before. How can you capture this data and use it to help you and your organization make informed decisions, and ideally to predict future behavior and events?

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Big data Consulting Consulting Analytics 131

CSM Magazine

MAY 20, 2021

Fine-tuning this part of your customer experience is best achieved through the use of big data. Developing and properly deploying data sets will provide you with a clear path forward to inspire your customers and improve the terms of purchase. Using modern data. Utilizing new data. Driving up engagement.

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Big data Customer retention Feedback Marketing 52

Hero Digital

FEBRUARY 20, 2020

For a long time, the field of data and analytics was focused on describing what happened — how many customers bought the product, what they looked like, how many came back, etc. Effects of that action were observed and fed back into the data to make the next prediction more accurate. Are those data sources up to date?

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Big data Analytics Enterprise Government 52

Provide Support

DECEMBER 12, 2017

5 Ways Big Data Will Improve Customer Service. In such circumstances, companies are eager to find better methods to analyze customer service and this is exactly where data science steps in. In this article, we will show you 5 ways how big data improves customer service.(.). Read more.

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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.

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Big data Contact Center Personalization Analytics 48

Clarabridge

OCTOBER 7, 2015

Marketers are flunking the “big data test.” According to Gleanster Research, as many as eight out of 10 CMOs at large enterprise organizations believe they could be doing a far better job of using data to make better and more informed marketing decisions. I Have All this Data—But Is It Relevant?

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Big data Enterprise Feedback Surveys 85

LiveVox

JUNE 22, 2022

The post Challenges in the Telecom Industry (Updated for 2022) – New Services, Big Data, & Industry Knowledge appeared first on Livevox. Our language, the medium we use to convey a message, our speaking style, even body language is ever-changing. The top challenges in […].

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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.

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Big data Customer Experience Abandon rate Contact center software 48

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. As companies move forward in today’s age of rapid tech innovation, they must be armed with the right data strategy.

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Big data Customer Experience Analytics Self service 66

Etech GS

JULY 31, 2019

Call centers generate data like no other department within a company. Data gleaned from internal processes such as hold times, how long it takes to resolve an issue, and the number of calls managed per shift provides valuable information for departmental and company management. How Can Companies Use All This Data?

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Big data Call Center Analytics Healthcare 40

Beyond Philosophy

SEPTEMBER 28, 2016

That was over two years ago—ironically around the same time as the Yahoo Data breach. Later, when Yahoo account holders think of the brand, they will remember feeling afraid, angry and disappointed that it lost their data to hackers, where it ended up on the black market. Whether Yahoo is to blame or mishandled the data is yet unknown.

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Callminer

APRIL 19, 2020

Big Data represents a major opportunity for companies to turn all this readily available data into business intelligence and transform decision making.

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CX Journey

JULY 10, 2014

What is big data? Big data" has been defined in many different ways and seems to most often refer to the sheer volume of data, but for the purpose of this article, I''m going to refer to the data sources. To do that, we must have the right data at our fingertips. What is the right data?

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Big data Customer Experience Journey mapping Benchmark 71

Callminer

JANUARY 3, 2017

In a world of uncertainty, being able to make informed decisions in response to changes will be vital to success.

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AWS Machine Learning

NOVEMBER 22, 2024

This post dives deep into how to set up data governance at scale using Amazon DataZone for the data mesh. The data mesh is a modern approach to data management that decentralizes data ownership and treats data as a product.

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Government Banking Accountability Engineering 67

Callminer

APRIL 24, 2017

There are many lessons contact center professionals can take from Netflix.

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Big data Contact Center 182

VocalCom

AUGUST 7, 2017

Brands nowadays collect a tremendous amount of data on their customers. 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.

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Big data Customer Experience Average Handle Time Abandon rate 48

Avaya

NOVEMBER 14, 2018

Hear all about Digital Transformation of Customer Experiences from Avaya at the AI & Big Data Expo North America, the leading Artificial Intelligence & Big Data Conference & Exhibition, November 28-29 at the Santa Clara Convention Center, Silicon Valley.

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Big data Contact Center Technology Customer Experience 63

PeopleMetrics

JANUARY 28, 2016

For all its promise, and all its hype, big data has always had one inherent problem. You see, big data is. And when you're facing something big, you may find it overwhelming. Here are three best practices to help you turn big data into action. But customer feedback turns into a lot of data quickly.

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Big data Feedback Benchmark Customer centricity 83

Mindtouch

MARCH 3, 2017

Back in 1997, Michael Cox and David Ellsworth first coined the term “big data” as we understand the term today. For Cox and Ellsworth, “big data” names the challenge of visualizing extremely large amounts of computer data that (in those days) exceeded the capacities of local systems. Quantity Needs Quality.

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Big data CRM Metrics Marketing 48

AWS Machine Learning

NOVEMBER 29, 2023

Data preparation is a crucial step in any machine learning (ML) workflow, yet it often involves tedious and time-consuming tasks. Amazon SageMaker Canvas now supports comprehensive data preparation capabilities powered by Amazon SageMaker Data Wrangler. To import data from Snowflake, follow steps from Set up OAuth for Snowflake.

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Engineering Big data Customer centricity Education 127

AWS Machine Learning

NOVEMBER 27, 2023

However, these models require massive amounts of clean, structured training data to reach their full potential. Most real-world data exists in unstructured formats like PDFs, which requires preprocessing before it can be used effectively. According to IDC , unstructured data accounts for over 80% of all business data today.

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Engineering APIs Big data Accountability 97

Callminer

NOVEMBER 6, 2019

Big data is getting bigger with each passing year, but making sense of trends hidden deep in the heap of 1s and 0s is more confounding than ever. As metrics pile up, you may find yourself wondering which data points matter and in what ways they relate to your business’s interests. How Data Visualization Can Help.

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Big data Analytics Metrics Sales 140

Natalie Petouhof

JUNE 16, 2016

Enterprise resource planning (ERP) within the cloud is the engine utilizing data produced on the plant floor to power manufacturers. Cloud ERP gives manufacturers more precise and real-time data. Big data is popular amongst business intelligence and analytics applications. This change coming will be historic.

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Big data Engineering Enterprise Analytics 49

AWS Machine Learning

JANUARY 4, 2024

One such area that is evolving is using natural language processing (NLP) to unlock new opportunities for accessing data through intuitive SQL queries. Instead of dealing with complex technical code, business users and data analysts can ask questions related to data and insights in plain language.

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AWS Machine Learning

SEPTEMBER 3, 2024

Harnessing the power of big data has become increasingly critical for businesses looking to gain a competitive edge. However, managing the complex infrastructure required for big data workloads has traditionally been a significant challenge, often requiring specialized expertise.

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Big data Engineering Accountability Real estate 116

AWS Machine Learning

AUGUST 8, 2024

Twilio enables companies to use communications and data to add intelligence and security to every step of the customer journey, from sales and marketing to growth, customer service, and many more engagement use cases in a flexible, programmatic way. Data is the foundational layer for all generative AI and ML applications.

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Engineering Accountability Feedback Enterprise 121

The Northridge Group

MARCH 28, 2022

In our previous post , we discussed the importance of adopting a data-driven analytical approach to move the needle on patient/member experience, enabling higher CMS Stars Ratings and increased bonus payments for Medicare Advantage plan providers. The data was loaded, cleaned, transformed, and analyzed using SQL tables.

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AWS Machine Learning

AUGUST 21, 2023

Amazon SageMaker Data Wrangler reduces the time it takes to collect and prepare data for machine learning (ML) from weeks to minutes. Data is frequently kept in data lakes that can be managed by AWS Lake Formation , giving you the ability to implement fine-grained access control using a straightforward grant or revoke procedure.

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Engineering Accountability Big data Sales 94

Talkdesk

JULY 28, 2017

Turning Big Data into Big Decisions. The problem with this data is that it points to lagging indicators. Gather the data. The post Opentalk 2017: Turning Big Data into Big Decisions appeared first on Talkdesk. Here’s more information on one of the videos available in this library.

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Big data Metrics Customer centricity Feedback 40

Talkdesk

JULY 28, 2017

Turning Big Data into Big Decisions. The problem with this data is that it points to lagging indicators. Gather the data. The post Opentalk 2017: Turning Big Data into Big Decisions appeared first on Talkdesk. Here’s more information on one of the videos available in this library.

Big data 40

Big data Metrics Customer centricity Feedback 40

CSM Magazine

AUGUST 1, 2024

Data is at the core of modern enterprises, yet as organizations expand and the amount and variety of data expand, traditional approaches to its management often fall short. As such, companies are shifting towards cloud-based solutions for handling their data needs as opposed to using older warehousing models for data management needs.

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