Contact Center Vendor Consolidation: What It Means to YouSeptember 16, 2016Contact Center, Publications, Vendor Consolidation
It’s Time to Replace the Annual Performance AppraisalAugust 24, 2016Contact Center, Contact Center Performance Management (CCPM), Publications, Real-Time
Can Speech Analytics Deliver a Payback and Benefits?August 23, 2016Contact Center, Interaction Analytics (Speech & Text), Return on Investment (ROI) / Business Case
Voice Biometrics Can Protect Against Fraud—and Ensure Customer SatisfactionAugust 1, 2016Contact Center, Publications, Voice Biometrics
Analytics-Enabled QA: It’s Time!June 25, 2016Contact Center, Interaction Analytics (Speech & Text), Publications, Quality Management / Analytics Enabled QM (AQM)
Cloud-Based Contact Centers: Bringing Clarity to a Crowded MarketApril 1, 2016Cloud Technology, Contact Center, Publications
Speech Analytics Can Reduce the Risk of Fines January 22, 2015Contact Center, Interaction Analytics (Speech & Text), Legislation, Publications
The Customer Journey Matters, Every Step of the Way January 14, 2015Contact Center, Customer Journey Analytics (CIA), Publications