Q&A

Our contact center has recently implemented after-call surveys. I am looking for suggestions on how to best use the information we collect from these surveys. What should I be looking for from the data received?

November 14, 2016
Q&A

Survey: How Consumers Communicate with Businesses

October 26, 2016
Q&A

I keep hearing about contact center technology that uses machine learning. What is machine learning and how is it being used?

October 12, 2016
Q&A

What are intelligent virtual agents and how are they used by contact centers?

September 7, 2016
Q&A

Given that customers freely share their thoughts on social media, and that speech and text analytics can identify what customers are sharing in conversations, is it still necessary to perform customer satisfaction surveys?

August 5, 2016
Q&A

What is a voice e-Signature and how can it be used?

July 11, 2016
Q&A

I run a small collections agency with 10 seats. Do I need to do quality assurance (QA) and if so, how should I do it?

June 13, 2016
Q&A

I keep hearing about agent engagement and empowerment, but am really unclear how this can be applied in a structured and metrics-driven contact center environment. Can you give me some practical ways that this can be accomplished?

May 9, 2016
Q&A

I’ve heard there’s some confusion about an order the Federal Communications Commission (FCC) released concerning automatic dialers calling cell phones. What’s the issue?

March 12, 2016
Q&A

Our company is thinking about using a dialer to make welcome calls to our new customers. Do we need permission from the customers to do that?

February 8, 2016
Q&A

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