Articles & Posts:

2018 Enterprise Service Goals

February 7, 2018 / | Newsletters

Apocalyptic Predictions and the Contact Center

January 8, 2018 / | Newsletters

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

KPIs for Managing your Contact Center

December 11, 2017 / | Newsletters

AI: On the Right Path but Not Yet Real

December 7, 2017 / | Analytics, Artificial Intelligence (AI), Posts, Technology & Applications

The Transforming World of Workforce Optimization

November 13, 2017 / | Newsletters

Chat Is Not Replacing the Voice Channel for Customer Service

November 8, 2017 / | Channels [Contact Center], Omni-Channel Contact Center, Posts

Scouting Report: Robots Are in Your Contact Center’s Future

November 2, 2017 / | Automation / Robotic Process Automation (RPA), Desktop Analytics, Posts, Technology & Applications

Cloud Contact Center Solutions Improve Relationships between Business and IT

October 26, 2017 / | Cloud Technology, Contact Center, Posts, Technology & Applications

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