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How does speech analytics perform trend analysis? Isn’t it just counting how often words are used?

Question: How does speech analytics perform trend analysis? Isn’t it just counting how often words are used? Answer: Trend analysis in interaction (speech and text) analytics solutions provides deeper insights than word count frequency. At its most basic, trend analysis is designed to allow users to define “things” they know to look for in voice [...]
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How much historical data is needed for AI to improve forecast accuracy in workforce management?

Question: I have heard about artificial intelligence (AI) being used in workforce management (WFM) solutions. How much historical data is needed for AI to improve forecast accuracy? Answer: Not surprisingly, the more data you have the more accurate the findings. AI-enabled WFM solutions leverage machine learning (ML), an AI technology that is effective at finding [...]
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The Transformation of WFM with Adaptive, Real-Time Intraday Management

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Contact Center Practices and Guidelines for Managing through COVID-19

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Contact Center Work-at-Home Guidelines for COVID-19 (whitepaper)

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Intelligent Automation in Contact Centers: Making it Real (whitepaper)

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The Workforce Optimization Market Adapts to Ever-Changing Rules of the Road

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A Channel is a Channel

A Channel is a Channel Headlines shout the power and benefits of the newest “servicing” channels – one day it is social media and the next it is chat. In fact, no single channel is more important than another. What matters is that customers, prospects, partners, and everyone else receives a response in their channel [...]
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Call Tracking Can Bring Marketing and Customer Service Together

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Cloud-Based Contact Center Infrastructure Selection Decision Framework (whitepaper)

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