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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. mark for My Articles similar articles
CRM
July 1, 2009
Donna Fluss
Contact Centers and the Age of Analytics A variety of applications promise revenue generation and cost reduction. mark for My Articles similar articles
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. mark for My Articles similar articles
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. mark for My Articles similar articles
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 mark for My Articles similar articles
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 mark for My Articles similar articles
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. mark for My Articles similar articles
CRM
June 2010
Donna Fluss
Analyzing the Workforce Analytics and on-demand offerings are changing the nature of workforce optimization. mark for My Articles similar articles
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. mark for My Articles similar articles
CRM
March 2014
Donna Fluss
Speech Analytics Is an Enterprise Change Agent Expanding beyond the contact center is a challenge to overcome. mark for My Articles similar articles
CRM
March 2012
Donna Fluss
The Argument for Desktop Analytics This new IT sector offers visibility, real-time guidance, and process automation. mark for My Articles similar articles
CRM
May 1, 2007
Donna Fluss
Analytics Is the Answer What do contact center managers need to generate revenue? New tools and technologies. mark for My Articles similar articles
CRM
January 2012
Donna Fluss
Speech Analytics in the Voice of the Customer Era A valuable application increases its role. mark for My Articles similar articles
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 mark for My Articles similar articles
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. mark for My Articles similar articles
CRM
September 2011
Leonard Klie
WFO Hears The Voice of the Customer Workforce optimization suites broaden their focus beyond the company mark for My Articles similar articles
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. mark for My Articles similar articles
CRM
April 2011
Paul Korzeniowski
QM Picture Grows Blurry Vendors deliver a broad suite of new functionality. mark for My Articles similar articles
CRM
February 1, 2008
Donna Fluss
Monitoring the Quality Monitors What you need to know about quality management and liability recording solutions. mark for My Articles similar articles
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. mark for My Articles similar articles
CRM
December 2014
Leonard Klie
5 Hot Customer Service Technologies The latest innovations add a sense of immediacy to customer interactions. mark for My Articles similar articles
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. mark for My Articles similar articles
CRM
May 2011
Leonard Klie
Speech Analytics Captures Consumer Sentiment Technologies blend data from different sources, emotional states, and moments in time mark for My Articles similar articles
CRM
March 10, 2011
Brittany Farb
Workforce Optimization Gets Optimized DMG research shows innovation and growth to continue in the WFO market through 2013. mark for My Articles similar articles
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. mark for My Articles similar articles
CRM
January 29, 2013
Michele Masterson
Genesys Acquires Utopy The deal accelerates Genesys' workforce optimization solutions. mark for My Articles similar articles
CRM
June 2012
Leonard Klie
Web Chat and Speech Analytics Are Set to Surge More contact centers will deploy technologies in 2012. mark for My Articles similar articles
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. mark for My Articles similar articles
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. mark for My Articles similar articles
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. mark for My Articles similar articles
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. mark for My Articles similar articles
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... mark for My Articles similar articles
CRM
May 2013
Leonard Klie
Toronto's Nerve Center Provides Easy Access Canada's largest city improves customer service with Toronto 311. mark for My Articles similar articles
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. mark for My Articles similar articles
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. mark for My Articles similar articles
CRM
February 2010
Donna Fluss
Speaking of Customer Insights Speech analytics can help improve customer experience, cut costs, reduce attrition, and minimize risk. mark for My Articles similar articles
CRM
November 2012
Leonard Klie
Companies Struggle to Manage Customer Analytics A Forrester report highlights big data challenges companies face. mark for My Articles similar articles
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. mark for My Articles similar articles
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. mark for My Articles similar articles
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. mark for My Articles similar articles
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. mark for My Articles similar articles
CRM
November 20, 2013
Genesys Enters Midmarket Space with New Contact Center Editions Three new contact center offerings cover SMBs and enterprise customers mark for My Articles similar articles
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. mark for My Articles similar articles
CRM
September 2013
Donna Fluss
Meeting the Social Media Challenge Build a system that works for your company. mark for My Articles similar articles
CRM
April 2010
Christopher Musico
Speech Analytics Why speech analytics is starting to get a little more than recognition. mark for My Articles similar articles
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. mark for My Articles similar articles
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. mark for My Articles similar articles
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. mark for My Articles similar articles
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. mark for My Articles similar articles
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. mark for My Articles similar articles