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.

Big data 72

Big data Construction Banking Coaching 72

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. As a result, they are able to create enormous streams and bases of data – known, collectively, as “Big Data”.

Chief Customer Officer 250

Chief Customer Officer Enterprise Customer centricity Consulting 250

ShepHyken

AUGUST 28, 2017

This guide will discuss important metrics to consider when measuring satisfaction, and how to achieve customer happiness and retention along the way. Antavo) Online eCommerce giants are moving into the offline sphere and we’re seeing more and more innovative solutions based on Big Data.

Customer Service 207

Customer Service Contact Center Benchmark Big data 207

NobelBiz

DECEMBER 19, 2023

Have you ever wondered how call centers manage the overwhelming number of customer calls, especially those tricky situations that require immediate attention? The secret lies in effective escalation management, a crucial aspect often overlooked. This is where escalation management comes into play.

Call Center 105

Call Center Management Contact Center Wait times 105

AWS Machine Learning

FEBRUARY 18, 2025

The transformed logs were stored in a separate S3 bucket, while another EventBridge schedule fed these transformed logs into Amazon Bedrock Knowledge Bases , an end-to-end managed Retrieval Augmented Generation (RAG) workflow capability, allowing the chat assistant to query them efficiently. Data is encrypted in transit and at rest.

APIs 70

APIs Engineering Metrics Big data 70

Beyond Philosophy

FEBRUARY 5, 2022

Big Data creates big problems. Moreover, it’s surprising how many organizations can’t tell you how improving metrics identified by the employed measures translates to providing value to the organization. One of the biggest problems is what to do with it now that you have it.

Customer Experience 39

Customer Experience Consulting Consulting Big data 39

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.

Big data 140

Big data Analytics Metrics Sales 140

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. Numbers Aren’t the Whole Story.

Big data 48

Big data CRM Metrics Marketing 48

AWS Machine Learning

NOVEMBER 14, 2023

In the era of big data and AI, companies are continually seeking ways to use these technologies to gain a competitive edge. At the core of these cutting-edge solutions lies a foundation model (FM), a highly advanced machine learning model that is pre-trained on vast amounts of data.

Management 109

Management Best practices APIs Calibration 109

Etech GS

JULY 31, 2019

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. Quality control : Every call center has metrics related to customer service and the engagement experience.

Big data 40

Big data Call Center Analytics Healthcare 40

Callminer

MARCH 9, 2020

Software of this type helps streamline scheduling processes in a variety of ways, ranging from daily task management to full-blown shift scheduling and leave regulating. Managing Shifts. ” – Workforce Management Solutions – Ultimate Guide , Mitrefinch; Twitter: @mitrefinchca.

Best practices 182

Best practices Call Center Analytics Metrics 182

Talkdesk

JULY 28, 2017

Turning Big Data into Big Decisions. In this Opentalk session, Tomasz reveals the biggest mistakes startups make with their metrics and what to do about it to optimize your business. The number one metric mistake. Lagging metrics create long feedback loops — too long. The 411 on Proxy Metrics.

Big data 40

Big data Metrics Customer centricity Feedback 40

Talkdesk

JULY 28, 2017

Turning Big Data into Big Decisions. In this Opentalk session, Tomasz reveals the biggest mistakes startups make with their metrics and what to do about it to optimize your business. The number one metric mistake. Lagging metrics create long feedback loops — too long. The 411 on Proxy Metrics.

Big data 40

Big data Metrics Customer centricity Feedback 40

Callminer

SEPTEMBER 14, 2020

They serve as a bridge between IT and other business functions, making data-driven recommendations that meet business requirements and improve processes while optimizing costs. That requires involvement in process design and improvement, workload planning and metric and KPI analysis.

Call Center 182

Call Center Analytics First call resolution Metrics 182

C3Centricity

MARCH 15, 2018

A 2015 Capgemini and EMC study called “Big & Fast Data: The rise of Insight-Driven Business” showed that: 56% of the 1,000 senior decision makers surveyed claim that their investment in big data over the next three years will exceed past investment in information management.

Big data 124

Big data Analytics Personalization Entertainment 124

Jive

AUGUST 27, 2018

Phone metrics inform data-driven decisions. In the era of Big Data and data-driven decisions, phone metrics can act as an invaluable measure of customer service. Previously, only the top dogs in any industry had access to phone metrics. The most helpful phone metrics to track. Call duration.

Metrics 63

Metrics Interactive Voice Response voip Abandon rate 63

C3Centricity

MAY 25, 2020

A 2015 Capgemini and EMC study called “Big & Fast Data: The rise of Insight-Driven Business” showed that: 56% of the 1,000 senior decision makers surveyed claim that their investment in big data over the next three years will exceed past investment in information management.

Technology 121

Technology Big data Analytics Personalization 121

AWS Machine Learning

JUNE 25, 2024

A new automatic dashboard for Amazon Bedrock was added to provide insights into key metrics for Amazon Bedrock models. To access the new automatic dashboard from the AWS Management Console: Select Dashboards from the CloudWatch console, and select the Automatic Dashboards tab.

Metrics 115

Metrics APIs Government Big data 115

AWS Machine Learning

OCTOBER 2, 2024

However, scaling up generative AI and making adoption easier for different lines of businesses (LOBs) comes with challenges around making sure data privacy and security, legal, compliance, and operational complexities are governed on an organizational level. In this post, we discuss how to address these challenges holistically.

Government 115

Government APIs Enterprise Best practices 115

ClearAction

APRIL 18, 2015

Part 2 of this article revisits a #CXO chat on twitter where ideas were discussed on how HR can expand value to the company’s CX goals by facilitating knowledge management, employee engagement, and cross-functional collaboration. Data insights can help maximize ROI of the work done by HR and employees collectively.

Customer Experience 96

Customer Experience Employee engagement Big data Customer centricity 96

Natalie Petouhof

OCTOBER 12, 2016

Tweet Digital Performance Management provides companies with the analytics to determine if their customer experience is optimized. Mastering digital performance management (DPM) is one of the leading challenges of the digital economy. Big data monitoring and data visualization  .

Management 55

Management Big data Analytics Engineering 55

CSM Magazine

MARCH 24, 2025

Cloud computing has gained significant momentum as an effective way to store, manage, and process data without the constraints of physical servers. What Cloud Developers Do Cloud developers create and manage software solutions on platforms such as Amazon Web Services (AWS), Microsoft Azure, or Google Cloud Platform.

Best practices 52

Best practices Analytics Finance Big data 52

AWS Machine Learning

MARCH 15, 2024

SageMaker Experiments is a capability of SageMaker that lets you create, manage, analyze, and compare your ML experiments. Active tidying up the environment, such as deleting unused instances, stopping unnecessary services, and removing temporary data, contributes to a clean and organized infrastructure.

Healthcare 119

Healthcare Big data Engineering Accountability 119

TechSee

AUGUST 7, 2024

CXA refers to the use of automated tools and technologies to manage and enhance customer interactions throughout their journey with a company. The origins of CXA can be traced back to the early days of customer relationship management (CRM) systems in the 1990s. What is Customer Experience Automation?

Customer Experience 124

Customer Experience Customer Service Interactive Voice Response Chatbots 124

CSM Magazine

AUGUST 20, 2024

Customer service is essential for any modern company, and smart data management using a US proxy helps improve it. As such, we look at how smart data management using proxies is an effective strategy for improving customer support. With the growing Internet of Things, companies have more access to valuable data sets.

Customer Service 52

Customer Service Management CRM Big data 52

ClearAction

JUNE 8, 2015

While formal CX management is a relatively new endeavor for many companies, the experience of customers has in fact been managed by various people all along. A study by ClearAction shows that coordination among managers of various aspects of CX is one of six success factors for holistic CX management and strong business results.

Customer Experience 94

Customer Experience Chief Customer Officer Customer centricity Employee engagement 94

Lumoa

JANUARY 9, 2018

Some hints: big data, omnichannel, personalisation, AI and organizational culture. Many organizations are currently enamoured with the promise of technology and big data. That’s what we asked each of them: How do you see the future of customer experience?? How to overcome those challenges? It will be growing and growing.

Customer Experience 133

Customer Experience Big data Customer centricity Technology 133

AWS Machine Learning

JUNE 17, 2024

Pipelines allow for straightforward creation and management of ML workflows while also offering storage and reuse capabilities for workflow steps. This post focuses on how to achieve flexibility in using your data source of choice and integrate it seamlessly with Amazon SageMaker Processing jobs.

Scripts 116

Scripts Engineering Metrics Big data 116

Calltools

DECEMBER 12, 2018

Metrics drive the success of any call center. In today’s IoT (Internet of Things) landscape, analyzing big data is now a crucial factor that must be embraced by call centers for collections, customer service, and sales. This accelerates your conversion cycle and improves your metrics. How does this work?

Metrics 45

Metrics Analytics Call Center Sales 45

AWS Machine Learning

SEPTEMBER 9, 2022

This is Part 2 of a series on using data analytics and ML for Amp and creating a personalized show recommendation list platform. The platform has shown a 3% boost to customer engagement metrics tracked (liking a show, following a creator, enabling upcoming show notifications) since its launch in May 2022.

Personalization 83

Personalization APIs Metrics Engineering 83

AWS Machine Learning

OCTOBER 29, 2024

Amazon SageMaker Model Monitor allows you to automatically monitor ML models in production, and alerts you when data and model quality issues appear. SageMaker Model Monitor emits per-feature metrics to Amazon CloudWatch , which you can use to set up dashboards and alerts. Enable CloudWatch cross-account observability.

Government 92

Government Metrics Accountability APIs 92

C3Centricity

AUGUST 17, 2020

Their explanation for this is that: "Only 29% of marketers believe they have the necessary skills to analyse data, with 44% planning on investing in further training over the next two years to boost confidence within their organisations around the handling of information." . The industry grew a measly 2.1% But there is some hope.

Customer centricity 118

Customer centricity Airlines Big data Marketing 118

AWS Machine Learning

FEBRUARY 29, 2024

Creating scalable and efficient machine learning (ML) pipelines is crucial for streamlining the development, deployment, and management of ML models. Each modeling unit is a sequence of up to six steps for training an ML model: process, train, create model, transform, metrics, and register model. The model_unit.py The pipeline_service.py

Scripts 112

Scripts Engineering Metrics Best practices 112

AWS Machine Learning

JANUARY 4, 2024

NLP SQL enables business users to analyze data and get answers by typing or speaking questions in natural language, such as the following: “Show total sales for each product last month” “Which products generated more revenue?” In entered the Big Data space in 2013 and continues to explore that area. Arghya Banerjee is a Sr.

Best practices 136

Best practices Enterprise Engineering APIs 136

Clarabridge

MARCH 21, 2017

Big data can be overwhelming. It’s just…well, big. And while customer experience management (CEM) activities should be data-driven, it is hard to figure out which data to use. Every industry, and every company, will have different types of data to look at.

Customer Experience 61

Customer Experience Big data Journey mapping Metrics 61

TechSee

DECEMBER 5, 2017

The Netherlands-based Casengo also offers features such as Workflow management tools and unlimited Inboxes. Contact Centers appreciate: “We got our customer support sorted the day we started using Casengo to manage emails and social media posts.” ” 2. Coveo.

Contact Center 116

Contact Center Technology Self service Call Center 116

Totango

DECEMBER 1, 2021

When agile methodology is imported to a customer success context, it serves to optimize collaboration between success management teams and clients in order to deliver clients better outcomes aligned with their goals. Making CS management more responsive to real-time conditions. Making personalized customer success management scalable.

Government 103

Government Journey mapping Accountability Benchmark 103