Speech Analytics Can Help Alter the Service ParadigmDecember 11, 2016Contact Center, Interaction Analytics (Speech & Text), Publications
Back-Office Departments Are Essential to the Customer ExperienceJune 25, 2016Back Office, Publications
Is It Time to Replace Your Complaint Management System?July 1, 2014Complaint Management Apps [Contact Center], Contact Center, Customer Relationship Management (CRM), Publications
Companies keep avoiding social media contact center integrationJanuary 15, 2013Contact Center, Publications, Social Media
Improving the Customer Experience with IVR AnalyticsNovember 10, 2012Contact Center, Contact Center: Analytics, Customer Experience Analytics, IVR Analytics, Publications, Self-Service / IVR / IVA
Social Media Belongs in the Contact Center July 2, 2012Contact Center, Publications, Social Media, Strategy
Speech Analytics in the Voice of the Customer Era January 3, 2012Contact Center, Interaction Analytics (Speech & Text), Publications, Social Media, Voice of the Customer (VoC) / Surveying