Do you see real-time speech analytics playing a part in the quality process? For example, could you use real time analytics alerts to drive quality?January 11, 2016Q&A
Can you give us some suggestions on how to enhance the agent interviewing process in our contact center so that it encompasses the multi-channel nature of the job?October 5, 2015Q&A
I have been asked to update our contact center’s new-hire training program. What are some things I need to consider when developing a new program?August 29, 2015Q&A
We keep hearing about this concept called the Internet of Things. What does it mean and what is the impact on customer service?June 9, 2015Q&A
I run a small contact center with 22 agents. I’d like to use WFM but am wondering if it will deliver benefits to my organization. Can you tell me what benefits I should expect and also what I should be concerned about?April 8, 2015Q&A
Can you give us some suggestions on how to enhance the agent interviewing process in our contact center so that it encompasses the multi-channel nature of the job?March 5, 2015Q&A