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CRM
November 2014
Donna Fluss |
Speech Analytics Is Starting to Make a Difference With skilled analysts behind them, these solutions can enhance the customer journey.   |
CRM
March 2011
Donna Fluss |
Realizing the Benefits of Speech Analytics Initially for contact centers, the Holy Grail for marketing and customer service organizations has widened its scope. |
CRM
May 2011
Leonard Klie |
Speech Analytics Captures Consumer Sentiment Technologies blend data from different sources, emotional states, and moments in time |
CRM
September 2015
Leonard Klie |
EBay Finds a NICE Way to Save NICE Systems' Interaction Analytics helps eBay Enterprise dramatically cut average handling times |
CRM
January 2012
Donna Fluss |
Speech Analytics in the Voice of the Customer Era A valuable application increases its role. |
CRM
November 5, 2015
Marge Connelly |
Bigger Data vs. Smarter Data? Smarter Wins Mining customer interactions for compelling insights can drive big gains. |
CRM
October 2015
Leonard Klie |
The Age of Speech Analytics Is Close at Hand The Johnny-come-lately in contact centers is poised to become Johnny-on-the-spot |
CRM
March 5, 2013
Leonard Klie |
Avaya Unveils New Customer Experience Management Tools New solutions provide integrated Web, social media, text, and email customer interaction options. |
CRM
March 2014
Donna Fluss |
Speech Analytics Is an Enterprise Change Agent Expanding beyond the contact center is a challenge to overcome. |
CRM
November 2015
Donna Fluss |
Speech Analytics Is Important to Your Future Analyzing what your customers say to agents can have huge operational benefits across an enterprise |
CRM
January 2012
Leonard Klie |
Customer Service Is a Complex Ecosystem As more communication channels become available, running contact centers has become increasingly complex. |
CRM
May 2011
Donna Fluss |
Don't Believe Everything You Hear About WFO The outlook for contact center workforce optimization is outstanding, with the quality and variety of solutions ever-improving. Contact centers of all sizes have many options and price points from which to choose. |
CRM
January 29, 2013
Michele Masterson |
Genesys Acquires Utopy The deal accelerates Genesys' workforce optimization solutions. |
CRM
September 2011
Leonard Klie |
WFO Hears The Voice of the Customer Workforce optimization suites broaden their focus beyond the company |
CRM
December 2013
Leonard Klie |
Overcome Multichannel Customer Service Challenges Effective strategies start with talking to customers. |
CRM
December 2012
Leonard Klie |
Piecing Together Multichannel Support Cross-channel support starts with connecting the right channels. |
CRM
June 1, 2007 |
The Pulse: Does Your Company Use or is it Planning to Use Speech Analytics? A chart depicting the results of this reader poll: We currently use speech analytics: 56%... We are planning to implement speech analytics in 2007: 1%... etc. |
CRM
September 2013
Leonard Klie |
Which Interaction Channels Are Most Popular? Interactive Voice Response (IVR) and email top the list, but online customer support gains ground. |
CRM
February 2010
Donna Fluss |
Speaking of Customer Insights Speech analytics can help improve customer experience, cut costs, reduce attrition, and minimize risk. |
CRM
May 2014
Leonard Klie |
Snapfish Finds Live Chat a Snap for Customers and Agents Photo-sharing site uses Live Person to help members with design projects. |
CRM
August 19, 2011
McNally & Walheim |
Call Centers Support Insurance in Multichannel Environment Customer experience continues to be a key differentiator in insurance |
CRM
November 20, 2013 |
Genesys Enters Midmarket Space with New Contact Center Editions Three new contact center offerings cover SMBs and enterprise customers |
CRM
July 1, 2009
Donna Fluss |
Contact Centers and the Age of Analytics A variety of applications promise revenue generation and cost reduction. |
CRM
September 2015
Leonard Klie |
Contact Centers Continue Cloud Migration ContactBabel sees huge growth in hosted customer support |
CRM
October 2015
Leonard Klie |
On the Scene -- Customer Service Experience: Explore New Channels, but Invest Wisely Conference speakers urge companies to integrate channels for a seamless customer experience |
CRM
August 2011
Leonard Klie |
Changing the Channel Research reveals how consumers will contact customer service within the next two years |
CRM
August 2006
Coreen Bailor |
The Why Factor in Speech Analytics Don't allow the customer information that lies in recorded calls to go unreported and unnoticed - incorporating speech analytics can help improve business areas throughout the enterprise. |
CRM
November 15, 2004
Jason Compton |
How to...Train and Manage Multichannel Agents Not all agents are ideal for a demanding multichannel role, but these five steps will help contact center managers find the right agents, and give them the tools they need to make each phone call, email, and chat session a top-notch experience. |
CRM
July 2014
Barton Goldenberg |
Forging the Next CRM Frontier Integrated technologies hold great promise for the future of CRM. |
CRM
August 2014
Leonard Klie |
Brands Deliver Inconsistent Engagements The phone still outperforms other channels for customer service. |
CRM
April 2014
Leonard Klie |
3 Reasons to Boost Your Contact Center's Strategic Value Today's solutions are lower in cost, offer predictive capabilities, and require less technical know-how to operate. |
CRM
July 7, 2014 |
Vocalcom Updates Effortless Contact Center Software New multichannel capabilities are added to Vocalcom's Effortless Contact Center solution. |
CRM
February 26, 2013
Leonard Klie |
inContact Releases New Version of Cloud Contact Center Software The company expands multichannel offering with Universal Queue, new agent interface, true inbound and outbound blending, and an API-driven cloud ecosystem. |
CRM
March 29, 2013
Bhupendra Gupta |
Look to Customer Experience Data to Solve Business Problems Less consumer effort results in higher satisfaction. |
CRM
October 2011
Brian Walker |
Harnessing Customer Experience Management Solutions New software helps to handle multiple consumer touch points. |
CRM
December 1, 2005
Paul Stockford |
A Word Is Worth a Thousand Pictures Mine the rich source of customer information that lies buried in recorded calls. The real value of speech analytics lies not in finding information useful to the contact center, but in finding information of value to the entire enterprise. |
CRM
June 13, 2014
Anand Subramaniam |
8 Elements to Delivering Delightful Customer Experiences Multichannel customer journeys can make or break your business. |
CRM
December 2014
Leonard Klie |
5 Hot Customer Service Technologies The latest innovations add a sense of immediacy to customer interactions. |
CRM
May 2007
Coreen Bailor |
Yackety Clack Text chat is no longer exclusively for the tech-adept, buddy-list teen set -- it's picking up steam as an enterprise touch point to facilitate multichannel strategies for service and sales efforts. |
CRM
April 2011
Paul Korzeniowski |
QM Picture Grows Blurry Vendors deliver a broad suite of new functionality. |
CRM
September 2014
Leonard Klie |
Call Handling Time Continues to Rise Sales and customer service calls take 16 percent longer today. |
CRM
August 1, 2005
Coreen Bailor |
The Next Step in Anger Management Speech analytics solutions are enabling companies to track and analyze emotional cues. In fact, speech analytics is allowing organizations to target issues with certain business processes that extend beyond the contact center into the rest of the enterprise. |
CRM
May 2005
Coreen Bailor |
Making a Clear Connection Integrating your multichannel operations can seem like a near-impossible feat, but it doesn't have to be. Follow these strategies to ease your integration process and maximize your multichannel potential. |
CRM
March 2013
Donna Fluss |
Changing the Face of Workforce Optimization Predictive and real-time analytics offer tremendous potential for contact centers. |
CRM
January 1, 2007 |
Business Problem: The call center needs to strike a balance between call volumes and quality of service. Tech Solution: Quality monitoring tools. NICE Perform... Verint ULTRA IntelliQuality... Witness Systems Impact 360... |
CRM
June 7, 2013
David Lloyd |
Prepare for the Age of the Customer Advances in technology will help contact centers shine. |
CRM
May 2013
Leonard Klie |
Toronto's Nerve Center Provides Easy Access Canada's largest city improves customer service with Toronto 311. |
CRM
December 2014
David Myron |
Why You Should Consider Customer Journey Maps While creating a customer journey map that accounts for experiences across multiple channels might sound difficult, it is possible. |
CRM
April 23, 2015 |
AnswerDash Launches New Web Analytics Features AnswerDash Analytics provide instant insight into Web users' behavior. |
CRM
January 2010
Christopher Musico |
Innovation Picks Up Static In the pursuit of consumer sentiment, has the industry skipped over speech analytics and jumped on the social media bandwagon? |
