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Interaction Analytics: An Enterprise Vision and Practical Applications

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The Transformation of WFM with Adaptive, Real-Time Intraday Management

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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

By on November 7, 2019 in Channels [Contact Center], Newsletter, Omni-Channel Contact Center, Servicing Applications, Technology
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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Call Tracking: Where Phone Calls Enhance Digital Marketing and Service

By on July 31, 2019 in Newsletter, Technology
Call Tracking: Where Phone Calls Enhance Digital Marketing and Service This year we decided to cover a niche IT sector, call tracking, which is growing in importance due to the digital transformation occurring in organizations worldwide. Call tracking is currently attracting a great deal of interest because of its ability to deliver significant improvements in [...]
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The Advantages of Analytics-Enabled Quality Management

By on July 16, 2019 in Analytics-Enabled QA, Newsletter, Speech Analytics, Technology
The Advantages of Analytics-Enabled Quality Management For most of the past 40 years, contact centers have performed quality management (QM) the same way. Calls are identified for evaluation from recordings, and then a QM specialist listens, assesses and completes a monitoring form for each of them. While traditional QM applications have been enhanced over the [...]
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