Author Archive | Harold Fluss
Real-Time Adaptive Scheduling Improves Contact Center Dynamics (whitepaper)
Omni-Channel vs. Multi-Channel Contact Center: Give Your Customers What They Want
IVR Optimization Improves Service and Reduces Costs
Enterprise Uses of Speech Analytics (whitepaper)
By Harold Fluss on June 4, 2017 in Analytics, Customer Experience Analytics, Customer Journey, Speech Analytics, Text Analytics, Whitepapers
Using Interaction Analytics to Improve the Customer Journey (whitepaper)
By Harold Fluss on May 22, 2017 in Analytics, Customer Experience Analytics, Customer Journey, Speech Analytics, Text Analytics, Whitepapers
IVR Optimization Improves Service and Reduces Costs
FCR in an Omni-Channel World (whitepaper)
By Harold Fluss on April 10, 2017 in Customer Journey, First Call Resolution, Performance Management [Contact Center], Strategy [Contact Center], Whitepapers
Reality Check: Will Customer Journey Analytics Be the Next CRM?
Real-Time Adaptive Scheduling—WFM’s Next Evolutionary Step
Cloud Solutions Are Rising in the Contact Center
Omni-Channel Contact Centers are Required in the Digital Era (whitepaper)
By Harold Fluss on April 4, 2017 in Channels [Contact Center], Contact Center, Customer Journey, Omni-Channel Contact Center, Technology, Whitepapers
What End-Users Want from Their Cloud-Based Contact Center Infrastructure Vendor (whitepaper)
By Harold Fluss on April 4, 2017 in Cloud-Based Contact Center, Contact Center, Technology, Technology Selection Process, Whitepapers
Your Customers Deserve a Better IVR (whitepaper)
By Harold Fluss on March 30, 2017 in IVR Analytics, IVR/Speech Recognition, Self-Service, Whitepapers
Top Ten Contact Center and Servicing Goals for 2017
Consumers Channel of Choice – A Multi-generational Benchmark Study of Consumer Channel Preferences (whitepaper)
By Harold Fluss on March 15, 2017 in Channels [Contact Center], Strategy [Contact Center], Whitepapers
Enterprise Servicing Goals for 2017: Great Service is Formula for Success (Whitepaper)
By Harold Fluss on March 2, 2017 in Goals, Goals [Contact Center], Strategy [Contact Center], Whitepapers