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