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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 July 1, 2009 Donna Fluss |
Contact Centers and the Age of Analytics A variety of applications promise revenue generation and cost reduction. |
CRM July 2012 Donna Fluss |
In Contact Centers, WFO's Star Is on the Rise A host of innovations are adding new dimensions. Contact center workforce optimization continues to be one of the top technology sectors in the contact center market. |
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 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 September 2015 Donna Fluss |
The Outlook for WFO: Optimal The workforce optimization market stays strong, and better analytics and back-office features could make it stronger |
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 June 2010 Donna Fluss |
Analyzing the Workforce Analytics and on-demand offerings are changing the nature of workforce optimization. |
CRM May 2014 Donna Fluss |
Use Desktop Analytics to Improve Your Servicing Environment Adoption of these solutions is poised to take off over the next few years. |
CRM March 2014 Donna Fluss |
Speech Analytics Is an Enterprise Change Agent Expanding beyond the contact center is a challenge to overcome. |
CRM March 2012 Donna Fluss |
The Argument for Desktop Analytics This new IT sector offers visibility, real-time guidance, and process automation. |
CRM May 1, 2007 Donna Fluss |
Analytics Is the Answer What do contact center managers need to generate revenue? New tools and technologies. |
CRM January 2012 Donna Fluss |
Speech Analytics in the Voice of the Customer Era A valuable application increases its role. |
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 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 September 2011 Leonard Klie |
WFO Hears The Voice of the Customer Workforce optimization suites broaden their focus beyond the company |
CRM March 14, 2014 Leonard Klie |
Aspect Software Releases Workforce Optimization 8.0 and Aspect Mentor Aspect's WFO 8.0 and Aspect Mentor expand the reach of speech analytics beyond basic call recordings. |
CRM April 2011 Paul Korzeniowski |
QM Picture Grows Blurry Vendors deliver a broad suite of new functionality. |
CRM February 1, 2008 Donna Fluss |
Monitoring the Quality Monitors What you need to know about quality management and liability recording solutions. |
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 December 2014 Leonard Klie |
5 Hot Customer Service Technologies The latest innovations add a sense of immediacy to customer interactions. |
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 2011 Leonard Klie |
Speech Analytics Captures Consumer Sentiment Technologies blend data from different sources, emotional states, and moments in time |
CRM March 10, 2011 Brittany Farb |
Workforce Optimization Gets Optimized DMG research shows innovation and growth to continue in the WFO market through 2013. |
CRM May 9, 2012 |
CallCopy Presents Upgraded cc: Discover v5.0 Workforce Optimization Suite Updates to security and analytics include new permissions rules, recording integrations, and active directory enhancements. |
CRM January 29, 2013 Michele Masterson |
Genesys Acquires Utopy The deal accelerates Genesys' workforce optimization solutions. |
CRM June 2012 Leonard Klie |
Web Chat and Speech Analytics Are Set to Surge More contact centers will deploy technologies in 2012. |
CRM September 2006 Paul Korzeniowski |
High Performance Workforce optimization suite vendors offer call centers increased ease of use, improved staffing, and lower business costs via new product packages. |
CRM May 7, 2015 |
NICE Expands Its WFM, Analytics, and Recording Solutions Employee Engagement Manager added to NICE's workforce management solution, while Vidyo integration and cloud availability announced for its analytics products. |
CRM December 10, 2010 Leonard Klie |
Contact Center Recording Systems Market Expected to Grow 55 Percent by 2015 Pelorus Associates expects the total worldwide market for contact center recording systems to hit $1.24 billion in five years, up from $800 million today. |
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 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 May 2013 Leonard Klie |
Toronto's Nerve Center Provides Easy Access Canada's largest city improves customer service with Toronto 311. |
CRM November 2014 Leonard Klie |
Work-at-Home Solutions Are Transforming Call Center Operations At-home agents can be as productive, if not more so, as those in the contact center. |
CRM January 2010 Donna Fluss |
Contact Center Innovation: What to Expect in 2010 Organizations must change their mission and culture to benefit from new technologies. |
CRM February 2010 Donna Fluss |
Speaking of Customer Insights Speech analytics can help improve customer experience, cut costs, reduce attrition, and minimize risk. |
CRM November 2012 Leonard Klie |
Companies Struggle to Manage Customer Analytics A Forrester report highlights big data challenges companies face. |
CRM May 4, 2015 |
TCN Launches Competitive Analytics Competitive Analytics is a fully integrated business intelligence analytics solution for its cloud-based call center platform. |
CRM April 30, 2013 |
HP Pairs with Avaya for Cloud Contact Center Solutions New Customer Engagement as a Service brings social media marketing, mobile integration, and customer analytics to a single platform. |
CRM August 2007 |
The Voices of Reason Now enterprises can use technology to help employees search voicemails or recorded calls for key words and phrases, and, in the end, to decode important customer concerns. |
CRM February 27, 2015 Leonard Klie |
HP Updates Its Qfiniti WFO Suite HP Qfiniti 10.3 extends connectivity to Genesys and Cisco telephony switches and maximizes value from customer interaction data. |
CRM November 20, 2013 |
Genesys Enters Midmarket Space with New Contact Center Editions Three new contact center offerings cover SMBs and enterprise customers |
CRM November 2013 Donna Fluss |
Suite Versus Best-of-Breed: Is Less Really More? When not all solutions are created equal, choosing one is no easy task. |
CRM September 2013 Donna Fluss |
Meeting the Social Media Challenge Build a system that works for your company. |
CRM April 2010 Christopher Musico |
Speech Analytics Why speech analytics is starting to get a little more than recognition. |
CRM March 2015 Oren Smilansky |
The 2015 CRM Service Leaders: Workforce Optimization Growth for contact center workforce optimization carried on throughout 2014, though to a lesser extent than it had the previous year. |
CRM March 2010 Christopher Musico |
The 2010 CRM Service Awards: Rising Stars - Nexidia (The Wordsmith) Nexidia is one of the few companies able to decipher speech analytics and make the technology relevant to the contact center. |
CRM February 2004 Martin Schneider |
Get Smart! Enterprises are relying more and more on analytics to derive added value from their CRM systems. Here are the latest trends and hot analytics tools giving organizations better insight into their businesses. |
CRM March 27, 2015 Leonard Klie |
HP Releases Explore 5.0 Updated voice-of-the-customer analytics platform reveals even more valuable insights into customer interactions. |
CRM February 2013 Leonard Klie |
Case Management Takes a Dynamic Turn Progressive contact centers can incorporate adaptability, cross-sell and upsell capabilities, social media integration, gamification, and multiple channels. |