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Turn Contact Center Data Into Insights
Contact centers have never lacked for data. With increased pressure for efficiency, optimization and profitability throughout the organization, centers need to use that data in smart ways – not just...
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Put the Right Contact Center Analytics Tools in your Toolkit
Contact center managers need analytical tools beyond the typical contact center reports. But there are so many choices! Performance Optimization/Workforce Optimization suite vendors (e.g., Verint,...
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What’s On Your Radar for 2012?
With no shortage of projects vying for your attention, I thought I’d sift through the noise and highlight four areas that merit serious consideration in the New Year. Multimedia Routing and Reporting:...
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Get Insights, Take Action
If you’re a contact center manager, you live between a rock and a hard place. Your leadership wants you to deliver great service while augmenting revenue and lowering costs. Your customers expect a...
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Contact Centers Need Consolidated Reporting, Scorecards and Analytics
Deliver great service and drive revenue. Provide personalized, effective interaction regardless of media. Assess what’s working and what’s not. Drive change to make things better. Contact center...
View ArticleSurvey Results Are In For Analytics
When our May 2014 workforce optimization (WFO) survey showed analytics tools have low penetration, marginal success, yet strong interest, we decided a deeper dive was in order. We followed up with a...
View ArticleThe State of Speech Analytics
Analytics, specifically speech analytics, has generated a great deal of excitement for over 10 years. The industry’s enthusiasm lies in the potential value that can be garnered from the countless...
View ArticleHow to Get the Most Out of Speech Analytics
Speech analytics has garnered a tremendous amount of attention over the past few years. Among the top benefits cited: Accurate information on why people call Highlight areas of focus for operational...
View ArticleTurn Contact Center Data Into Insights
Contact centers have never lacked for data. With increased pressure for efficiency, optimization and profitability throughout the organization, centers need to use that data in smart ways – not just...
View ArticlePut the Right Contact Center Analytics Tools in your Toolkit
Contact center managers need analytical tools beyond the typical contact center reports. But there are so many choices! Performance Optimization/Workforce Optimization suite vendors (e.g., Verint,...
View ArticleGet Insights, Take Action
If you’re a contact center manager, you live between a rock and a hard place. Your leadership wants you to deliver great service while augmenting revenue and lowering costs. Your customers expect a...
View ArticleContact Centers Need Consolidated Reporting, Scorecards and Analytics
Deliver great service and drive revenue. Provide personalized, effective interaction regardless of media. Assess what’s working and what’s not. Drive change to make things better. Contact center...
View ArticleHow to Get the Most Out of Speech Analytics
Speech analytics has garnered a tremendous amount of attention over the past few years. Among the top benefits cited: Accurate information on why people call Highlight areas of focus for operational...
View ArticleMeasuring Contact Center Effectiveness
Contact centers must rise to the challenge of attaining efficiency and effectiveness. Traditional metrics support the drive for efficiency by measuring average handle time, labor cost, staffing, cost...
View ArticleTurn Contact Center Data Into Insights
Contact centers have never lacked for data. With increased pressure for efficiency, optimization and profitability throughout the organization, centers need to use that data in smart ways – not just...
View ArticlePut the Right Contact Center Analytics Tools in your Toolkit
Contact center managers need analytical tools beyond the typical contact center reports. But there are so many choices! Performance Optimization/Workforce Optimization suite vendors (e.g., Verint,...
View ArticleGet Insights, Take Action
If you’re a contact center manager, you live between a rock and a hard place. Your leadership wants you to deliver great service while augmenting revenue and lowering costs. Your customers expect a...
View ArticleContact Centers Need Consolidated Reporting, Scorecards and Analytics
Deliver great service and drive revenue. Provide personalized, effective interaction regardless of media. Assess what’s working and what’s not. Drive change to make things better. Contact center...
View ArticleHow to Get the Most Out of Speech Analytics
Speech analytics has garnered a tremendous amount of attention over the past few years. Among the top benefits cited: Accurate information on why people call Highlight areas of focus for operational...
View ArticleMeasuring Contact Center Effectiveness
Contact centers must rise to the challenge of attaining efficiency and effectiveness. Traditional metrics support the drive for efficiency by measuring average handle time, labor cost, staffing, cost...
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