Analytics

Thanks to AI and RPA, the WFO Market Surges

Speech Analytics and AI Is a Winning Combination

February 25, 2019
Analytics-Enabled QA, Artificial Intelligence (AI), Customer Journey Analytics (CIA), Posts, Surveying, Technology & Applications

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

Workforce Optimization Is Under Siege

February 10, 2017
Publications, Workforce Optimization (WFO)

Workforce Optimization Is Poised for Big Changes

December 11, 2016
Contact Center, Publications, Workforce Optimization (WFO)

Great Customer Service Isn’t an Accident

December 11, 2016
Contact Center, Publications, Strategy

Speech Analytics Can Help Alter the Service Paradigm

December 11, 2016
Contact Center, Interaction Analytics (Speech & Text), Publications

Forget Annual Reviews: Use QA to Appraise Agents

December 11, 2016
Contact Center, Publications

Outstanding Customer Experience Is Still Your Top Service Goal

December 11, 2016
Contact Center, Publications, Strategy

Can Speech Analytics Deliver a Payback and Benefits?

August 23, 2016
Contact Center, Interaction Analytics (Speech & Text), Return on Investment (ROI) / Business Case

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