How can one best measure the performance of contact center quality assurance (QA) analysts? What key performance indicators (KPIs) should we measure them on?August 13, 2014Q&A
DMG Consulting Releases 2014-2015 Speech Analytics Product and Market ReportAugust 6, 2014Press Releases
Buzzword Battle: Omnichannel Versus MultichannelAugust 1, 2014Contact Center, Omni-Channel Contact Center, Publications, Strategy
Voice Is Changing, Not Disappearing July 28, 2014Contact Center, Customer Journey Analytics (CIA), Interaction Analytics (Speech & Text), Publications, Self-Service / IVR / IVA, Visual IVR
Enhancing Employee Engagement July 23, 2014Contact Center, Employee Engagement / Life Cycle Management, Publications
Top Benefits of Cloud-Based ACDs and DialersJuly 2, 2014Automatic Call Distributors (ACDs), Cloud Technology, Contact Center, Dialing, Publications
Is It Time to Replace Your Complaint Management System?July 1, 2014Complaint Management Apps [Contact Center], Contact Center, Customer Relationship Management (CRM), Publications