Execs In The Know

DECEMBER 6, 2021

For businesses around the globe, Contact Centers represent the heartbeat of their organization: it’s where their two most valued constituencies — employees and customers — intersect and interact. Employers are facing far-reaching challenges related to their contact center workforce that include: Difficulty hiring strong talent.

Contact Center 52

Contact Center CX Unstructured Data Social Media 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

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

Callminer

SEPTEMBER 14, 2020

Harshil Bhatnagar is the owner of Staiir Social Media Marketing. “At At call centers, small improvements will have a material impact on costs, as well as revenue…”. They offer the capacity to conduct behavioral analysis of clients based on real-time data. Harshil Bhatnagar. Staiir_SMM.

Compliance 182

Compliance Unstructured Data Non-Profits Technology 182

Execs In The Know

FEBRUARY 16, 2025

Let’s be real, we’re all swimming in data. It’s everywhere customer feedback, social media rants, cancellation notices a never-ending flood. So, how do we turn data into compelling, human stories? Really Listen: Data isn’t just about what customers do; it’s about what they say and feel.

Unstructured Data 52

Unstructured Data Machine Learning Social Media NPS 52

Execs In The Know

FEBRUARY 17, 2025

Let’s be real, we’re all swimming in data. It’s everywhere customer feedback, social media rants, cancellation notices a never-ending flood. So, how do we turn data into compelling, human stories? Really Listen: Data isn’t just about what customers do; it’s about what they say and feel.

Unstructured Data 52

Unstructured Data Machine Learning Social Media NPS 52

SurveySensum

SEPTEMBER 5, 2024

Credit risk assessment : AI improves credit risk management by evaluating the creditworthiness of customers by not only assessing traditional data but also alternative data like spending patterns, social media activities, and geolocation.

Close the Loop 52

Close the Loop Customer Experience Omnichannel Machine Learning 52

InteractionMetrics

NOVEMBER 11, 2024

And from day one, I just want to tell you, as someone who led contact centers, it was always war because I would go to that representative and my supervisors and managers will sit next to this poor person and say, hey, listen, um, your NPS score was this. We truly I mean, this is I love talking about good data and how to get it.

NPS 52

NPS Net Promoter Score Start-ups Unstructured Data 52

Qualtrics

DECEMBER 11, 2019

Imagine all the experience data (X-Data) hidden away in social media comments and online reviews that customers post without ever receiving a survey. We found more ways to gather X-data. Voice iQ helps you to make sense of the most unstructured data of all – natural human conversation.

Social Media 26

Social Media Unstructured Data Close the Loop Innovation 26

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021.

Contact Center 176

Contact Center CX Social Media Omnichannel 176