BlueOcean

MARCH 11, 2025

Maybe youre all too familiar with the way your contact center seems to be a black hole of data. These insights enable continuous improvement that are deeply data-driven, rather than relying on small sample sizes and gut feelings. Or perhaps you can sense that your customers are looking for more when they come calling.

Customer Experience 62

Customer Experience Calibration Average Handle Time Metrics 62

AWS Machine Learning

FEBRUARY 21, 2025

Thats why we use advanced technology and data analytics to streamline every step of the homeownership experience, from application to closing. Our goal at Rocket is to provide a personalized experience for both our current and prospective clients. Apache HBase was employed to offer real-time key-based access to data.

Engineering 81

Engineering Finance Accountability Analytics 81

ShepHyken

DECEMBER 16, 2024

In short, to quote the article, To keep people happy, companies must deliver a differentiated experience with personalized benefits and relevant partnerships. In short, to quote the article, To keep people happy, companies must deliver a differentiated experience with personalized benefits and relevant partnerships.

Customer Service 156

Customer Service Contact Center Metrics Consulting 156

TeleDirect

DECEMBER 25, 2024

Customer Relationship Management (CRM) Systems Store customer data and interaction history. Enable personalized support by providing agents with relevant information. Advanced Analytics Monitor call center performance metrics, such as resolution times and customer satisfaction scores. Identify trends and areas for improvement.

Call Center 127

Call Center Customer Experience Technical Support First call resolution 127

CSM Magazine

APRIL 10, 2025

Personalized self-service has quickly become a necessity for businesses in an era where convenience and efficiency are non-negotiable for customers. But how can businesses, particularly retailers, deliver seamless, personalized self-service across various channels without compromising user satisfaction? Heres how to get it right.

Self service 52

Self service Personalization Chatbots industry standards 52

TeleDirect

MARCH 7, 2025

Best Practices in Call Script Design: Crafting the Perfect Balance Between Information Gathering and Personalization Best Practices in Call Script Design play a critical role in delivering high-quality customer interactions while maintaining efficiency in a call center. Personalize the greeting if customer details are available.

Scripts 62

Scripts Best practices Personalization First call resolution 62

TeleDirect

JANUARY 7, 2025

The Importance of Security in Call Center Services While availability is crucial, its equally important to ensure the security of customer data. With increasing cyber threats and stringent compliance requirements, businesses need a call center that prioritizes data protection. Ensure secure transactions and data protection.

Call Center 125

Call Center Abandon rate Average Handle Time Healthcare 125

ShepHyken

APRIL 2, 2021

But as is the case with other organizations, customer service has its fair share of myths about what customers want, which metrics to track, and how to perform the responsibilities of a front-line agent. The data also has implications for future CX tech stack investments. Combating Common Customer Service Misconceptions.

Customer Service 306

Customer Service Self service Metrics Average Handle Time 306

CSM Magazine

MARCH 13, 2025

The Importance of Measuring Customer Satisfaction Customer satisfaction is more than just a feel-good metric. Customer feedback, when combined with satisfaction metrics, becomes a powerful tool for shaping business decisions. By gathering insights from your audience, you unlock a treasure trove of actionable data.

Metrics 52

Metrics Surveys Feedback Analytics 52

Global Response

FEBRUARY 17, 2025

Key takeaways VoC Data Utilization: Voice of the Customer (VoC) data captures valuable customer feedback across various channels, offering deeper insights into pain points and service gaps to enhance customer support strategies. What is Voice of the Customer (VoC) data?

Call Center 62

Call Center outsourcing First call resolution Best practices 62

AWS Machine Learning

DECEMBER 4, 2024

SageMaker Unified Studio combines various AWS services, including Amazon Bedrock , Amazon SageMaker , Amazon Redshift , Amazon Glue , Amazon Athena , and Amazon Managed Workflows for Apache Airflow (MWAA) , into a comprehensive data and AI development platform. Consider a global retail site operating across multiple regions and countries.

APIs 107

APIs Sales Surveys Analytics 107

Beyond Philosophy

AUGUST 15, 2019

The Types of Data for Your Metrics. Peppers says there are two different types of data that feed your metrics: Voice of Customer (VOC) Data: Peppers calls these metrics interactive data, meaning your customer interacts with you through a poll. It isn’t always the “best” data. .

Metrics 312

Metrics Finance Surveys Consulting 312

ChurnZero

APRIL 25, 2025

Customer teams have more data at their fingertips than ever before. What do our CS leaders and teams do with mountains of historical, behavioral, and customer journey data? Weve outlined a process for data driven customer success renewals forecasting, plus some extra tips on how ChurnZero can help. Where can you start?

Finance 52

Finance Metrics Engineering Construction 52

Beyond Philosophy

AUGUST 25, 2022

For those who read this newsletter, you know that Customer Science is where we have a convergence of artificial intelligence (AI), data, and behavioral sciences. Also, the proactive experience indicates that you offer a personal experience for them, making customers feel important and appreciated. The Challenges of Implementation.

Cloud contact 369

Cloud contact Contact Center Construction Consulting 369

3CLogic

JANUARY 28, 2025

73% of customers expect better personalization and 81% faster service than ever before. This enables enterprises to deliver faster, more personalized CX while reducing costs and complexity. The operational chaos makes it difficult to meet today's evolving customer needs. What is CXaaS?

Customer Experience 105

Customer Experience CRM Contact Center Enterprise 105

AWS Machine Learning

APRIL 10, 2025

Demystifying RAG and model customization RAG is a technique to enhance the capability of pre-trained models by allowing the model access to external domain-specific data sources. They offer fast inference, support agentic workflows with Amazon Bedrock Knowledge Bases and RAG, and allow fine-tuning for text and multi-modal data.

APIs 125

APIs Metrics Best practices Construction 125

AWS Machine Learning

NOVEMBER 15, 2024

Concerns about legal implications, accuracy of AI-generated outputs, data privacy, and broader societal impacts have underscored the importance of responsible AI development. This can be useful when you have requirements for sensitive data handling and user privacy.

APIs 112

APIs Government Best practices Metrics 112

Calabrio

APRIL 23, 2025

Analytics Workforce Management Clarity in the Chaos: How Contact Centers Are Turning Data into Direction with Calabrio Insights Jump ahead Data Is Everywhere. Interaction recordings, quality scores, adherence metrics, customer sentimentthe list goes on. But the real challenge isnt gathering data. Data Is Everywhere.

Contact Center 52

Contact Center Coaching Schedule adherence Agent burnout 52

Beyond Philosophy

FEBRUARY 6, 2019

Insufficient data exist about how companies do at an individual level as a result of Customer Experience improvement efforts. We all need to redouble our efforts to acquire meaningful data. The metrics you choose should line up with your actions and the goals you are trying to meet.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

AWS Machine Learning

NOVEMBER 14, 2024

It includes processes for monitoring model performance, managing risks, ensuring data quality, and maintaining transparency and accountability throughout the model’s lifecycle. The model is then A/B tested along with the use case in pre-production with production-like data settings and approved for deployment to the next stage.

Government 106

Government Management APIs Accountability 106

TechSee

FEBRUARY 10, 2025

Advanced AI Reasoning: It accesses tribal knowledge, sifts through historical data, and uses context to deliver true support solutions. Support becomes more personal. Reducing Churn : Personalized experiences make customers feel valued, boosting loyalty and retention. ” Curious how it works? Ready to Transform Your CX?

Customer Service 124

Customer Service Average Handle Time Telecommunications Chatbots 124

Hodusoft

DECEMBER 11, 2024

From Automation to Personalization: How AI is Shaping the Future of CX Would you be surprised to know that one out of every two customers would switch brands following just one bad customer experience (CX)? Metrics and insights, of any kind are important. And those that have don’t take action based on the metrics programs.

Personalization 52

Personalization Contact center software Metrics Customer retention 52

ShepHyken

SEPTEMBER 7, 2023

Provide guidelines on interpreting data and taking proactive measures before minor issues become churn risks. And this doesn’t just come from a place of intuition and experience, but also drawing insights upon real data within the business. Encourage shadowing experienced account managers who can disseminate their best tips and tricks.

B2C 360

B2C Customer centricity Feedback Upselling 360

Beyond Philosophy

JANUARY 12, 2022

Also, we discussed how Artificial Intelligence (AI) tackles these challenges and how GroupBy’s new product discovery platform powered by Google Cloud Retail AI is helping digital leaders and merchandisers improve sitewide success metrics and how retailers and wholesalers can democratize AI within frameworks quickly. .

CRM 348

CRM Technology Contact Center Personalization 348

Beyond Philosophy

JULY 13, 2023

However, the trade-off is that it does it without making the connections about why in the data. You might also recall the three pillars of Customer Science: data, AI, and the behavioral sciences. Someone writes the code used, and then the AI collects the data using the code. It all happens beneath the surface.

Customer emotions 359

Customer emotions Education Customer Experience Analytics 359

AWS Machine Learning

SEPTEMBER 6, 2024

Generative artificial intelligence (AI) can be vital for marketing because it enables the creation of personalized content and optimizes ad targeting with predictive analytics. Vidmob’s AI journey Vidmob uses AI to not only enhance its creative data capabilities, but also pioneer advancements in the field of RLHF for creativity.

Analytics 124

Analytics Metrics Chatbots Engineering 124

AWS Machine Learning

FEBRUARY 21, 2025

It is a continuous process to keep the fine-tuned model accurate and effective in changing environments, to adapt to the data distribution shift ( concept drift ) and prevent performance degradation over time. Continuous fine-tuning also enables models to integrate human feedback, address errors, and tailor to real-world applications.

Benchmark 98

Benchmark Metrics Engineering Feedback 98

AWS Machine Learning

MAY 16, 2024

LotteON aims to be a platform that not only sells products, but also provides a personalized recommendation experience tailored to your preferred lifestyle. Therefore, we decided to introduce a deep learning-based recommendation algorithm that can identify not only linear relationships in the data, but also more complex relationships.

Personalization 127

Personalization APIs Scripts Technical Support 127

AWS Machine Learning

JANUARY 17, 2024

Geospatial data is data about specific locations on the earth’s surface. Analysis of geospatial data is sought after in a few industries. It involves understanding where the data exists from a spatial perspective and why it exists there. There are two types of geospatial data: vector data and raster data.

Advertising 134

Advertising Metrics Real estate Engineering 134

AWS Machine Learning

MARCH 25, 2025

User interaction tracking In interactive applications, state management allows the system to remember user inputs and preferences, facilitating personalized experiences. As traffic grows and contextual data expands, state management also needs to efficiently scale.

APIs 121

APIs Management Government Healthcare 121

ShepHyken

MAY 3, 2021

an online retailer of music instruments and audio gear, is dedicated to investing in an “old school” approach when it comes to customer experience and the strategy is all about personalization and relationships. A personalized experience wins over an automated experience. (Retail Customer Experience) Sweetwater Sound Inc.,

Customer Service 293

Customer Service Entertainment Banking Marketing 293

ShepHyken

JUNE 18, 2019

Most metrics only look at recommendation potential and satisfaction instead of examining customers’ motivation. Survey questions need to be redesigned to allow the customer to voice the issues that matter to them rather than giving data the company wants. How can I personalize my content marketing/experience?

Feedback 285

Feedback Surveys Marketing Metrics 285

AWS Machine Learning

NOVEMBER 7, 2024

Architecting a multi-tenant generative AI environment on AWS A multi-tenant, generative AI solution for your enterprise needs to address the unique requirements of generative AI workloads and responsible AI governance while maintaining adherence to corporate policies, tenant and data isolation, access management, and cost control.

Enterprise 114

Enterprise APIs Government Accountability 114

Interaction Metrics

NOVEMBER 21, 2024

This blog will explore how to improve customer service, common pitfalls to avoid, and metrics that ensure your efforts are on the right track. Prioritize the Right Metrics Avoid over-relying on generic scores like Net Promoter Score (NPS). Survey Gaming Asking customers to rate interactions highly can lead to biased data.

Customer Service 62

Customer Service Metrics Journey mapping CRM 62

Calabrio

MARCH 26, 2025

AI-powered workforce management, coaching assistants, and automated feedback are transforming the industryoffering personalized coaching, optimized scheduling, and smarter workload distribution. The best results come from balancing automation with personalized mentoring , fostering career development alongside productivity.

Coaching 85

Coaching Call Center Morale Analytics 85