Callminer

DECEMBER 5, 2019

Advanced contact centres will activate the oceans of unstructured data they collect by using AI-fuelled analytics to predict customer behaviour. Predictive Analytics Will Drive a Better Customer Experience. I believe that predictive analytics will drive a better customer experience in 2020.

Predictive Analytics 207

Predictive Analytics Unstructured Data Omnichannel Touchpoint 207

1 to 1

JUNE 29, 2023

Last week was one of the CX industry’s biggest events — Customer Contact Week. Of course, the hot topic of the show was AI and how it can be used in the contact center and throughout the customer journey. I spoke with show attendees and exhibitors to get their take on what AI means for CX and the contact center.

AI 26

AI Unstructured Data CX Contact Center 26

CX Accelerator

OCTOBER 9, 2018

Once tapped, the power of unstructured data is sure to breath new life into your Customer Experience initiatives. From authoring and leading a Customer Experience program, to journey mapping, to managing a complex contact center, Nate is always learning new things and sharing with the CX community. Twitter - LinkedIn -

VOC 160

VOC Unstructured Data Close the Loop Social Media 160

Shep Hyken

APRIL 8, 2022

This week, we feature an article by Nikhil Pereira is a Contact Center expert with 20 years of end-to-end contact center expertise. He has experience across the Contact Center spanning Hiring, Training, Quality, Workforce Management, and Performance Management.

Retail 72

Retail Customer Experience Contact Center Omnichannel 72

VOZIQ

JUNE 16, 2022

Enhance retention impact by leveraging unstructured data. Include unstructured data in your analysis to decipher complex customer behavioral patterns. Sole reliance on structured data sources will fail to understand the risk until it is too late or missing several addressable opportunities.

Unstructured Data 40

Unstructured Data Customer Retention Structured Data Contact Center 40

VOZIQ

JUNE 16, 2022

Enhance retention impact by leveraging unstructured data. Include unstructured data in your analysis to decipher complex customer behavioral patterns. Sole reliance on structured data sources will fail to understand the risk until it is too late or missing several addressable opportunities.

Unstructured Data 40

Unstructured Data Customer Retention Structured Data Contact Center 40

1 to 1

JANUARY 25, 2021

Although there are many ways to synergize machines and humans in the call center, CX experts agree these four are primed to deliver the greatest outcomes in 2021. Smart contact center leaders will use AI to train associates faster, in more engaging ways, and at half the price. ONE: Supercharge associates with RPA.

Artificial Intelligence 29

Artificial Intelligence Unstructured Data Contact Center AI 29

Callminer

SEPTEMBER 14, 2020

They offer the capacity to conduct behavioral analysis of clients based on real-time data. Business analysts can add value in four areas: Customer Experience: The immense volume of clients, transactions and unstructured data can enable an organization to better understand demand and influence the call center to execute more successfully.

Compliance 182

Compliance Unstructured Data Non-Profits Technology 182

Steven Van Belleghem

MAY 19, 2020

Here are the components of the contact center of the future: A Hybrid Model. The future of contact centres will definitely be hybrid (a mix between virtual and real-life contact) and augmented (human capacities being augmented by technology, allowing them to be more human themselves in relevant situations).

Contact Center 52

Contact Center Start-ups E-commerce Innovation 52

InteractionMetrics

MAY 28, 2019

For example, if you have contact centers, instead of surveying customers about their interactions, apply statistically-valid analysis to your calls, emails, and chats. This gives you data that is inherently more accurate and objective, without taxing your customers. Standard #4: Prioritize Analysis.

Mystery Shopping 40

Mystery Shopping Double-Barreled Question Unstructured Data Non-Profits 40

Intercom

APRIL 20, 2023

But if you look back at the book The Effortless Experience , it’s a great book, but its methodology is entirely centralized on the contact center. Even better is taking that unstructured data and helping us learn from that at scale. My research shows that is largely irrelevant. Not totally. It matters.

Net Promoter Score 52

Net Promoter Score Customer Experience CX Finance 52

DMG Consulting

JULY 16, 2019

CJA solutions include big-data capabilities that capture, measure, analyze and evaluate the quality and outcome of the customer (or prospect) experience for all customer-facing self-service and agent-assisted interactions, channels and activities.

Customer Journey Map 67

Customer Journey Map Unstructured Data Social Media Contact Center 67

Callminer

APRIL 30, 2018

Because using analytics enables you to evaluate 100% of your customer interactions, you suddenly have access to a wealth of valuable information that previously had been hidden in a mountain of unstructured data.

Unstructured Data 159

Unstructured Data Customer Loyalty Sales Technology 159

Qualtrics

DECEMBER 11, 2019

Voice iQ helps you to make sense of the most unstructured data of all – natural human conversation. Perfect for contact centers and other parts of the organization that rely heavily on voice, it automatically analyzes calls to understand trending sentiment, topics, and highlight areas for improvement.

Social Media 26

Social Media Unstructured Data Close the Loop Innovation 26