Ameyo Callversations

APRIL 21, 2022

A contact center is a facility where customer service representatives answer customer queries over phone calls, emails, chat, social media, and other channels. This facility may be owned entirely by the organization or (as many companies prefer today) may be outsourced to a contact center operator. banner_blog_1].

Contact Center 52

Contact Center Technology Technology Unstructured Data 52

Uniphore

SEPTEMBER 22, 2021

Interaction analytics takes unstructured data from customer interactions across multiple channels and harnesses it to let you understand the true voice of the customer. Highly accurate speech and text recognition.

Unstructured Data 100

Unstructured Data Contact Center Machine Learning Compliance 100

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

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

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

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 E-commerce Start-ups Innovation 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

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

SurveySensum

MARCH 3, 2025

Customer support interactions : Emails, chatbots, live chat, and contact center logs. With SurveySensum you can consolidate this data and gain a 360-degree view of customer sentiment and brand perception. Online review sites : Google Reviews, Trustpilot, Yelp, Glassdoor, etc. How Does Text Analytics Work for Social Media?

Text Analytics 52

Text Analytics Social Media Sentiment Analysis AI 52

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

Hodusoft

OCTOBER 2, 2024

Whether it’s automating manual and repetitive tasks, scheduling appointments to route the huge volume of incoming calls, or providing fast contact resolution to callers, AI can work like magic for healthcare providers. By doing that, it can immediately alert healthcare providers before mistakes occur.

Healthcare 52

Healthcare AI Contact Center Unstructured Data 52

SurveySensum

SEPTEMBER 5, 2024

Boost your customer experience with SurveySensum by establishing omnichannel communication with your customers, creating a hyper-personalized experience, omnichannel customer data integration, and being proactive! Get a Live Demo Free Forever • No Feature Limitation • No Credit Card Required • Sign Up For Free 5.

Close the Loop 52

Close the Loop Customer Experience Omnichannel Machine Learning 52

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

Execs In The Know

FEBRUARY 16, 2025

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. Dive into the messy, unstructured data: the reviews, the comments, the support tickets.

Unstructured Data 52

Unstructured Data Machine Learning Social Media NPS 52

Execs In The Know

FEBRUARY 17, 2025

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. Dive into the messy, unstructured data: the reviews, the comments, the support tickets.

Unstructured Data 52

Unstructured Data Machine Learning Social Media NPS 52

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 Contact Center Unstructured Data AI 29

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

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

Hodusoft

MARCH 12, 2025

How AI-Driven Contact Centers Can Improve Loan Approvals & Debt Recovery If you are in the banking and finance sector you know how demanding and sensitive the industry is. ” At HoduSoft, we understand how vital it is for banks and financial institutions to leverage omnichannel contact centers.

Contact Center 52

Contact Center AI Machine Learning Finance 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

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