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CRM
September 2011
Leonard Klie
WFO Hears The Voice of the Customer Workforce optimization suites broaden their focus beyond the company mark for My Articles similar articles
CRM
October 2015
Leonard Klie
The Age of Speech Analytics Is Close at Hand The Johnny-come-lately in contact centers is poised to become Johnny-on-the-spot mark for My Articles similar articles
CRM
August 2006
Coreen Bailor
The Why Factor in Speech Analytics Don't allow the customer information that lies in recorded calls to go unreported and unnoticed - incorporating speech analytics can help improve business areas throughout the enterprise. mark for My Articles similar articles
CRM
January 1, 2007
Business Problem: The call center needs to strike a balance between call volumes and quality of service. Tech Solution: Quality monitoring tools. NICE Perform... Verint ULTRA IntelliQuality... Witness Systems Impact 360... mark for My Articles similar articles
CRM
November 2015
Donna Fluss
Speech Analytics Is Important to Your Future Analyzing what your customers say to agents can have huge operational benefits across an enterprise mark for My Articles similar articles
CRM
November 2014
Donna Fluss
Speech Analytics Is Starting to Make a Difference With skilled analysts behind them, these solutions can enhance the customer journey. mark for My Articles similar articles
CRM
May 2011
Leonard Klie
Speech Analytics Captures Consumer Sentiment Technologies blend data from different sources, emotional states, and moments in time mark for My Articles similar articles
CRM
March 2011
Donna Fluss
Realizing the Benefits of Speech Analytics Initially for contact centers, the Holy Grail for marketing and customer service organizations has widened its scope. mark for My Articles similar articles
CRM
May 2011
Donna Fluss
Don't Believe Everything You Hear About WFO The outlook for contact center workforce optimization is outstanding, with the quality and variety of solutions ever-improving. Contact centers of all sizes have many options and price points from which to choose. mark for My Articles similar articles
CRM
April 2014
Leonard Klie
3 Reasons to Boost Your Contact Center's Strategic Value Today's solutions are lower in cost, offer predictive capabilities, and require less technical know-how to operate. mark for My Articles similar articles
CRM
March 2014
Donna Fluss
Speech Analytics Is an Enterprise Change Agent Expanding beyond the contact center is a challenge to overcome. mark for My Articles similar articles
CRM
May 2013
Leonard Klie
Toronto's Nerve Center Provides Easy Access Canada's largest city improves customer service with Toronto 311. mark for My Articles similar articles
CRM
July 1, 2009
Donna Fluss
Contact Centers and the Age of Analytics A variety of applications promise revenue generation and cost reduction. mark for My Articles similar articles
CRM
January 2012
Donna Fluss
Speech Analytics in the Voice of the Customer Era A valuable application increases its role. mark for My Articles similar articles
CRM
March 14, 2014
Leonard Klie
Aspect Software Releases Workforce Optimization 8.0 and Aspect Mentor Aspect's WFO 8.0 and Aspect Mentor expand the reach of speech analytics beyond basic call recordings. mark for My Articles similar articles
CRM
March 2013
Donna Fluss
Changing the Face of Workforce Optimization Predictive and real-time analytics offer tremendous potential for contact centers. mark for My Articles similar articles
CRM
December 2010
Koa Beck
Learning What to Teach Identifying a few dropped signals enables Telvista to filter out more of the noise in its agent-training processes. mark for My Articles similar articles
CRM
June 2010
Donna Fluss
Analyzing the Workforce Analytics and on-demand offerings are changing the nature of workforce optimization. mark for My Articles similar articles
CRM
February 2013
Leonard Klie
Case Management Takes a Dynamic Turn Progressive contact centers can incorporate adaptability, cross-sell and upsell capabilities, social media integration, gamification, and multiple channels. mark for My Articles similar articles
CRM
December 2014
Leonard Klie
5 Hot Customer Service Technologies The latest innovations add a sense of immediacy to customer interactions. mark for My Articles similar articles
CRM
November 2011
Leonard Klie
10 Ways to Rearchitect Your Contact Center Hiring, training, and technology are considered keys to raising the customer service standard. mark for My Articles similar articles
CRM
March 2011
The 2011 Service Leaders Here are this year's class of service winners and leaders. Each leader is graded on three criteria - customer satisfaction, depth of functionality, and company direction - in seven categories of support and service. mark for My Articles similar articles
CRM
December 2003
David Myron
Driven by Service Contact centers are no longer for basic problem resolution or order-taking. Organizations are now using them to lead major strategic initiatives. mark for My Articles similar articles
CRM
September 2006
Paul Korzeniowski
High Performance Workforce optimization suite vendors offer call centers increased ease of use, improved staffing, and lower business costs via new product packages. mark for My Articles similar articles
CRM
August 1, 2005
Coreen Bailor
The Next Step in Anger Management Speech analytics solutions are enabling companies to track and analyze emotional cues. In fact, speech analytics is allowing organizations to target issues with certain business processes that extend beyond the contact center into the rest of the enterprise. mark for My Articles similar articles
CRM
May 2014
Donna Fluss
Use Desktop Analytics to Improve Your Servicing Environment Adoption of these solutions is poised to take off over the next few years. mark for My Articles similar articles
CRM
August 2007
The Voices of Reason Now enterprises can use technology to help employees search voicemails or recorded calls for key words and phrases, and, in the end, to decode important customer concerns. mark for My Articles similar articles
CRM
March 2006
Coreen Bailor
Keeping Balance in the Center Organizations no longer have to choose between efficiency and effectiveness as contact center technology evolves. If your contact center efforts are unbalanced, consider these five approaches to achieving service and efficiency equilibrium. mark for My Articles similar articles
CRM
February 2006
Coreen Bailor
6 Common Contact Center Mistakes Here, contact center industry experts reveal six common, but sometimes overlooked, blunders that plague the industry, and offer advice for avoiding or reversing missteps. mark for My Articles similar articles
CRM
June 2012
Leonard Klie
Web Chat and Speech Analytics Are Set to Surge More contact centers will deploy technologies in 2012. mark for My Articles similar articles
CRM
February 1, 2008
Donna Fluss
Monitoring the Quality Monitors What you need to know about quality management and liability recording solutions. mark for My Articles similar articles
CIO
July 15, 2005
Alice Dragoon
CRM Wake-Up Call How to transform your call center from a budget drain into a source of competitive advantage. mark for My Articles similar articles
CRM
November 2014
Leonard Klie
Work-at-Home Solutions Are Transforming Call Center Operations At-home agents can be as productive, if not more so, as those in the contact center. mark for My Articles similar articles
CRM
September 1, 2005
Colin Beasty
Re: Tooling Business Problem: Customer Satisfaction Levels Are Too Low and Agents Are Not Cross- and Up-Selling Products Enough... Tech Solution: Agent Training Applications... mark for My Articles similar articles
PHONE+
September 4, 2009
Case Study: Bluegrass Cellular Taps CallCopy for Call Recording With so many wireless providers to choose from, the ability to offer the latest technology coupled with superior customer service is critical to a provider's sustainability. mark for My Articles similar articles
CRM
August 23, 2013
Hertz et al.
How Financial Institutions Can Benefit from Predictive Analytics Four ways to drive revenue and improve retention. mark for My Articles similar articles
CRM
December 2007
Coreen Bailor
Speak Up! Designing a speech-enabled IVR system is inherently complex and requires in-depth preparation. Here are eleven strategies to ensure that you're hearing your customers loud and clear. mark for My Articles similar articles
CRM
April 2006
Bailor et al.
The 2006 Service Leader Awards, Part 1 Computer Telephony Integration: Avaya... Cisco Systems... Genesys Telecommunications Laboratories... Interactive Voice Response: Avaya... Nortel Networks... Genesys Telecommunications Laboratories... etc. mark for My Articles similar articles
CRM
April 2007
Bailor et al.
The 2007 Service Leaders, Part 1 Here is the Contact Center Market's Leading Vendors in Seven Areas: Computer Telephony Integration... Interactive Voice Response... Web-Support Services... Workforce Optimization... Quality Monitoring... Agent-Facing Universal Desktop... Outsourcing Services... mark for My Articles similar articles
CRM
February 2011
Fluss & Rogers
How to Listen to the Voice of the Customer in a Multichannel World Contact centers and enterprises in general should interact with customers in their channel of choice, either in real time or periodically. These solutions need to create, issue, collect, and analyze feedback through multiple channels, including IVR, Web, social media, email, SMS, and live calls. mark for My Articles similar articles
CRM
May 1, 2007
Donna Fluss
Analytics Is the Answer What do contact center managers need to generate revenue? New tools and technologies. mark for My Articles similar articles
CRM
April 30, 2013
HP Pairs with Avaya for Cloud Contact Center Solutions New Customer Engagement as a Service brings social media marketing, mobile integration, and customer analytics to a single platform. mark for My Articles similar articles
InternetNews
August 6, 2007
Larry Barrett
Big Brother Comes to the Call Center, But It's Good Autonomy's new speech-analytics software gives companies detailed analysis of customer calls, online chats and e-mails on the fly. mark for My Articles similar articles
CRM
December 10, 2010
Leonard Klie
Contact Center Recording Systems Market Expected to Grow 55 Percent by 2015 Pelorus Associates expects the total worldwide market for contact center recording systems to hit $1.24 billion in five years, up from $800 million today. mark for My Articles similar articles
CRM
May 9, 2012
CallCopy Presents Upgraded cc: Discover v5.0 Workforce Optimization Suite Updates to security and analytics include new permissions rules, recording integrations, and active directory enhancements. mark for My Articles similar articles
CRM
January 2007
Coreen Bailor
Making the Grade Most organizations still receive poor grades when it comes to providing comprehensive -- even adequate -- training for service and support professionals. But e-learning deployments earn straight A's when used in conjunction with formal classroom training. mark for My Articles similar articles
CRM
April 2008
Christopher Musico
The 2008 CRM Service Awards: Workforce Optimization Suite Consolidation is all the rage in workforce optimization; Verint Systems takes the "optimal" spot. mark for My Articles similar articles
CRM
December 1, 2005
Paul Stockford
A Word Is Worth a Thousand Pictures Mine the rich source of customer information that lies buried in recorded calls. The real value of speech analytics lies not in finding information useful to the contact center, but in finding information of value to the entire enterprise. mark for My Articles similar articles
CRM
April 2010
Christopher Musico
Speech Analytics Why speech analytics is starting to get a little more than recognition. mark for My Articles similar articles
CRM
April 2008
Jessica Tsai
The 2008 CRM Service Awards: Rising Stars -- Spoken Communications Spoken Communications keeps callers from waiting aimlessly on the line, but it's waiting for a big customer to keep it in the limelight. mark for My Articles similar articles