Analytics-Enabled QA: It’s Time!June 25, 2016Contact Center, Interaction Analytics (Speech & Text), Publications, Quality Management / Analytics Enabled QM (AQM)
Speech Analytics Can Reduce the Risk of Fines January 22, 2015Contact Center, Interaction Analytics (Speech & Text), Legislation, Publications
The Customer Journey Matters, Every Step of the Way January 14, 2015Contact Center, Customer Journey Analytics (CIA), Publications
What is Speech Analytics?October 24, 2014Contact Center, Interaction Analytics (Speech & Text), Publications
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