Scouting Report: Speech Analytics Enters Its Next Act — MaturityJanuary 2, 2018Analytics-Enabled QA, Artificial Intelligence (AI), DMG in the News, Interaction Analytics (Speech & Text), Posts, Quality Management / Analytics Enabled QM (AQM), Technology & Applications
AI: On the Right Path but Not Yet RealDecember 7, 2017Analytics, Artificial Intelligence (AI), Posts, Technology & Applications
Scouting Report: Robots Are in Your Contact Center’s FutureNovember 2, 2017Automation / Robotic Process Automation (RPA), Desktop Analytics, Posts, Technology & Applications
These 8 Technologies Are Transforming the Contact CenterAugust 18, 2017Automatic Call Distributors (ACDs), Cloud Technology, Customer Journey Analytics (CIA), Dialing, DMG in the News, Intelligent Virtual Agents, Interaction Analytics (Speech & Text), Knowledge Management, Mobility, Posts, Systems & Applications, Technology & Applications, Voice Biometrics
Reality Check: Will Customer Journey Analytics Be the Next CRM?April 10, 2017Customer Journey Analytics (CIA), Strategy
Turn Speech Analytics into an Enterprise Change AgentFebruary 24, 2017Interaction Analytics (Speech & Text), Publications
Speech Analytics Can Help Alter the Service ParadigmDecember 11, 2016Contact Center, Interaction Analytics (Speech & Text), Publications
Can Speech Analytics Deliver a Payback and Benefits?August 23, 2016Contact Center, Interaction Analytics (Speech & Text), Return on Investment (ROI) / Business Case
Using Speech Analytics to Improve Your Contact CenterAugust 18, 2016Interaction Analytics (Speech & Text), Publications
Analytics-Enabled QA: It’s Time!June 25, 2016Contact Center, Interaction Analytics (Speech & Text), Publications, Quality Management / Analytics Enabled QM (AQM)