Scouting Report: Speech Analytics Enters Its Next Act — Maturity January 2, 2018 / | Analytics-Enabled QA, Artificial Intelligence (AI), DMG in the News, Interaction Analytics (Speech & Text), Posts, Quality Management / Analytics Enabled QM (AQM), Technology & Applications Read more »
AI: On the Right Path but Not Yet Real December 7, 2017 / | Analytics, Artificial Intelligence (AI), Posts, Technology & Applications Read more »
Chat Is Not Replacing the Voice Channel for Customer Service November 8, 2017 / | Channels [Contact Center], Omni-Channel Contact Center, Posts Read more »
Scouting Report: Robots Are in Your Contact Center’s Future November 2, 2017 / | Automation / Robotic Process Automation (RPA), Desktop Analytics, Posts, Technology & Applications Read more »
Cloud Contact Center Solutions Improve Relationships between Business and IT October 26, 2017 / | Cloud Technology, Contact Center, Posts, Technology & Applications Read more »
Contact Center KPIs: Less is More October 25, 2017 / | Agent Management, Contact Center Performance Management (CCPM), Customer Experience Management, Key Performance Indicators (KPIs), Management & Operations, Omni-Channel Contact Center, Posts Read more »