Big Data

//Big Data

Big data refers to a collection of several sets of data and presents an opportunity to businesses who can analyze that information to better understand and target their customers.

Customer Experience BIG DATA Dysfunction

Includes a Customer Experience BIG DATA Dysfunction Self-Assessment Can you identify the root causes of your customer experience big data dysfunction? Everybody has it and in this free white paper and self-assessment, you learn about data conversion disorder and why it is so important to your present and future. Get an insiders look into the [...]

Gallery – 25 causes of customer experience big data dysfunction self-assessment

Below are the question pages in image format for 25 causes of Customer Experience Big Data Dysfunction eBook with Self- assessment. You can download the entire ebook for free in our contact center resource library. If you would like permission to use these, or have any questions, you may contact us anytime. [...]

Look Beyond What You See with Surveys

“Look beyond what you see.” When I hear this phrase, I visualize Disney’s The Lion King 1½ when Timon receives sage advice from Rafiki about how he can find Hakuna Matata; the life with no worries. Timon was told to look beyond what he sees, so Timon decided that he needed to head to the [...]

By | 2016-12-05T15:14:45+00:00 September 26th, 2013|Big Data, IVR Post-call Surveys|0 Comments

Is building a survey core competency a good idea?

“Do you think building another core competency such as surveying is a good idea?” is a self-assessment question that was included in the 25 Mistakes to Avoid with Post-call IVR Surveys eBook and self-assessment. Since inventing post-call IVR surveying for contact centers over 20 years ago, we have seen many examples of program plans that [...]

Does your current post-call IVR survey prevent collecting multiple customer comments?

“Does your current post-call IVR survey prevent you from collecting multiple customer comments?” is one of the 26 items outlined in the 25 Mistakes to Avoid with Post-call IVR Surveys e-book and self-assessment. There’s a bonus item to make the total 26. Answer the diagnostic assessment questions to uncover issues with your own post-call survey program. You [...]

Obama Wins and a big data lesson for the customer experience

Analytics predicted an Obama win, and it’s a Big Data lesson for all customer experience and contact center professionals. Before the votes were cast, New York Times blogger Nate Silver predicted, with 90%+ confidence, that Obama would win the election. He did this while billions of dollars were spent on old methods of people calling [...]

How well does your Big Data know your customers?

When it comes to growing your business, the ingredients are straightforward:  have a good product/service, understand your customers’ needs, have good, clean customer data, and deliver an exemplary customer experience every time.  Do those four things better than everyone else and your company always lands on the top of the heap.  Fail to do any one [...]

It’s the biggest customer challenge facing businesses today

The biggest challenge faced by consumer businesses today as it relates to the customer experience is data conversion disorder. In the psychology world, conversion disorder is a somatoform disorder characterized by medically unknown and often disabling neurological symptoms.  Individuals diagnosed with conversion disorder present with at least one unfeigned and unintentional symptom which affects voluntary [...]

By | 2016-12-05T15:14:57+00:00 July 13th, 2012|Big Data, customer analytics, Customer Experience|1 Comment

BI Insights drive tangible changes with innovative partnership

Smart companies know customer experience is a competitive differentiator.  Smarter companies know that making changes based on customer experience insights is what delivers the competitive differentiation.  Despite knowing what the smarter companies are doing, many are handcuffed. Companies are handcuffed because they are unable to add work to an already overburdened workforce.  They are also [...]

Solve your Big Data problems and stop blaming ‘the other guy’

So your company has a big data problem and after much research you purchase a CRM software solution (BI or Analytics Software included) you believe will solve all your issues.  A few months after the install you find you’re no where closer to solving your big data problem and you’re ready to throw out the proverbial software [...]

Five landmines for CRM professionals to avoid

This month, I had the opportunity to write an article for 1to1 Magazine about the top issues that CRM professionals will come up against this year. I focused on five points: Short-term cost-cutting hurts long-term growth. New technologies making new skills necessary for call center employees. Corporate arrogance hampering growth. Unnecessarily difficult relationships with vendors [...]

Text analytics adds the ‘why’ behind the numbers.

What do you do when one of your best selling products, your cash cow, your go-to, has decreasing sales revenue and can no longer be counted on to save the sales figures?  Worse, what if most of the ones being sold are quickly returned?  The call center has the answers, and they lie within the [...]

Social media monitoring is like chasing smoke

There’s something so interesting (and addictive) about social media.  It makes even luddites feel tech-savvy; it’s hip and new, and, according to some customer experience experts, anyone who matters is doing it.  And consumers’ social media activities extend well beyond updating their Facebook page or tweeting about their most recent customer service disaster.  Customer service [...]

What is Business Intelligence?

Unless you’ve been actively hiding from all forms of media for the past few years, you’ve heard about business intelligence.  A Google search of the term yields more than 120 million results.  So what is Business Intelligence?  Business Intelligence is the practice of using Big Data to gain insight and drive change within an organization.  [...]

Holistic medicine for your call center; look at the whole customer experience

Holistic medicine is a big picture view - the emotional, physical, psychological and environmental factors that contribute to a patient’s overall health.  Without considering all of these factors, a doctor may only solve part of the affliction without completely healing the patient.  In your call center, the agents lacking a holistic view of a customer’s [...]

Big Data done right can benefit brands and customers

Everyone is abuzz over the ‘new’ Big Data trend and while most companies are floundering to analyze the data they already have, not to mention the data they have yet to capture, some big brands are setting the bar of customer analytics excellence pretty high. So what are these brands doing right?  Have they identified [...]

By | 2016-12-05T15:15:00+00:00 February 15th, 2012|Big Data, customer analytics, Social Media Strategy|0 Comments

Mo’ big data, mo’ big problems

A friend of mine works for a prominent university where one of his primary responsibilities is actively engaging with the alumni and athletic boosters, both directly and through social media channels, to garner large donations.  Recently his department compiled a tribute video for one of their most prominent alumnae (and donor) using recorded messages from [...]

Tips to prevent creating your own contact center analytics shelfware

Recently, I walked into my classroom for the upcoming term and braced myself for the exasperating questions that seemingly every class insists on asking:  “Will you be sending out lecture notes after class?”, “will this be on the test?”, and “why do I have to take this [any variation of math] class?”  The answers to [...]

Does your customer experience data answer the $64,000 question?

The other day, I got the $64,000 question (more like a million dollars nowadays) from a client --- why was their best-selling product not selling so well anymore?  For years it had been their cash cow because of its ease-of-use, long lifespan and consistent price point.   My client was scratching his head because, in his [...]