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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
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
September 2015
Leonard Klie
EBay Finds a NICE Way to Save NICE Systems' Interaction Analytics helps eBay Enterprise dramatically cut average handling times 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 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 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
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
April 2011
Paul Korzeniowski
QM Picture Grows Blurry Vendors deliver a broad suite of new functionality. 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
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
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
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 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
April 2005
Phillip Britt
The 2005 Service Elite Awards The 2005 Service Elite awards in customer service in the following categories: Knowledge-Base Tools, Agent-Facing Universal Desktop, Quality Monitoring, Workforce Management, Speech Solutions, and Outsourcing Services. mark for My Articles similar articles
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
January 2015
Leonard Klie
Buffalo Builds Resident Trust with CRM Kana Software's Lagan Enterprise system revitalizes city services. 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
September 2014
Leonard Klie
Call Handling Time Continues to Rise Sales and customer service calls take 16 percent longer today. 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
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
September 2007
Ian Jacobs
Across the Universe Contact center managers have begun to examine this idea of the universal agent, agents theoretically capable of handling any contact, via any channel. 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
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 26, 2011
Rajaram & Manasa
The Next Frontier in Call Center Analytics Investing in operations is not enough. Ideally, companies would invest unlimited funds into ensuring that each and every customer receives a personal, efficient call center experience. 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 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
January 1, 2007
Coreen Bailor
When Disaster Doesn't Strike Lagan Technologies helps Minneapolis launch a 311 system to provide information on municipal issues and nonemergency services. mark for My Articles similar articles
CRM
January 2015
Leonard Klie
In Customer Service, It's More Efficient to Be Effective Rushing customers off the phone might cut costs, but ignores the potential for greater value. 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
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
January 2004
Jason Compton
The Changing Role of the Contact Center Agent With the proliferation of online self-help and new call center technologies, agents are being asked to resolve more challenging issues or to transform themselves into salespeople. But are current agents, who primarily respond to basic service requests, right for these new roles? 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 1, 2006
Coreen Bailor
Speech Recognition Leads to R&R Fluency Voice Technology helps a travel services company provide its customers with more communication choice. 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
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
February 26, 2013
Leonard Klie
inContact Releases New Version of Cloud Contact Center Software The company expands multichannel offering with Universal Queue, new agent interface, true inbound and outbound blending, and an API-driven cloud ecosystem. 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
February 2004
David Myron
A Leap of Faith Sometimes implementing a CRM technology means taking a significant risk. mark for My Articles similar articles
CRM
February 2010
Donna Fluss
Speaking of Customer Insights Speech analytics can help improve customer experience, cut costs, reduce attrition, and minimize risk. mark for My Articles similar articles
CRM
October 2004
Coreen Bailor
12 Ways to Boost Productivity From better knowledge bases and improved natural-language search engines, to workforce management strategies and business process reengineering, here's what's new in enhancing contact center productivity. mark for My Articles similar articles
CRM
April 23, 2015
AnswerDash Launches New Web Analytics Features AnswerDash Analytics provide instant insight into Web users' behavior. mark for My Articles similar articles
CIO
June 1, 2006
Susannah Patton
Answering the Call Everyone's had a bad experience with a call center. But now companies are investing in advanced technologies and at-home agents to connect with customers, not put them on hold. mark for My Articles similar articles
CRM
March 2010
Christopher Musico
The 2010 CRM Service Awards: Rising Stars -- ClickFox (The Quick Fox) Emphasizing the analytics of customer experience has helped ClickFox make inroads where others have struggled. mark for My Articles similar articles
CRM
January 2010
Christopher Musico
Innovation Picks Up Static In the pursuit of consumer sentiment, has the industry skipped over speech analytics and jumped on the social media bandwagon? mark for My Articles similar articles
CRM
June 27, 2014
Damon Lockwood
How Big Data Can Transform the Customer Journey Add essential insight to contact center and back-office operations. mark for My Articles similar articles
CRM
August 2, 2010
Alex Dayon
From Deflecting Customers to Embracing Them Six ways that the new Internet - a mobile, social, and real-time Internet - is changing the playing field for CRM and putting customers back in control. mark for My Articles similar articles
CRM
July 20, 2012
Duke Chung
Customer Service 2.0 Five tips for creating an agile and successful call center to keep up with customer demands. mark for My Articles similar articles
CRM
May 1, 2007
Coreen Bailor
Chatting Up Customers Down Under A telecommunications company combines speech with CTI and increases customer satisfaction, agent efficiency, and self-service adoption as a result. mark for My Articles similar articles
CRM
July 2014
Donna Fluss
Is It Time to Replace Your Complaint Management System? Flexibility is the key to meeting evolving business challenges. mark for My Articles similar articles
Insurance & Technology
November 28, 2005
Peggy Bresnick Kendler
Higher-Tech Agents Leading experts in agent technology answer critical questions about the relationship between agents and technology. mark for My Articles similar articles