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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
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
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
January 2012
Donna Fluss |
Speech Analytics in the Voice of the Customer Era A valuable application increases its role. |
CRM
February 2010
Donna Fluss |
Speaking of Customer Insights Speech analytics can help improve customer experience, cut costs, reduce attrition, and minimize risk. |
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
July 1, 2009
Donna Fluss |
Contact Centers and the Age of Analytics A variety of applications promise revenue generation and cost reduction. |
CRM
March 2013
Donna Fluss |
Changing the Face of Workforce Optimization Predictive and real-time analytics offer tremendous potential for contact centers. |
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
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
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
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
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
May 1, 2007
Donna Fluss |
Analytics Is the Answer What do contact center managers need to generate revenue? New tools and technologies. |
CRM
June 2012
Leonard Klie |
Web Chat and Speech Analytics Are Set to Surge More contact centers will deploy technologies in 2012. |
CRM
May 2011
Leonard Klie |
Speech Analytics Captures Consumer Sentiment Technologies blend data from different sources, emotional states, and moments in time |
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? |
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
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
April 2011
Paul Korzeniowski |
QM Picture Grows Blurry Vendors deliver a broad suite of new functionality. |
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
May 2011
David Myron |
Enter the Age of Analytics To make the best use of your time and your company's CRM investments, you must measure what you manage. |
CRM
March 2010
Christopher Musico |
The 2010 CRM Service Awards: Rising Stars -- ClickFox (The Quick Fox) Emphasizing the analytics of customer experience has helped ClickFox make inroads where others have struggled. |
CRM
April 2010
Christopher Musico |
Speech Analytics Why speech analytics is starting to get a little more than recognition. |
CRM
November 2012
Leonard Klie |
Companies Struggle to Manage Customer Analytics A Forrester report highlights big data challenges companies face. |
CRM
September 2011
Leonard Klie |
WFO Hears The Voice of the Customer Workforce optimization suites broaden their focus beyond the company |
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
March 2012
Donna Fluss |
The Argument for Desktop Analytics This new IT sector offers visibility, real-time guidance, and process automation. |
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
November 7, 2014
Leonard Klie |
CallMiner Adds Semantic Building Blocks to Eureka Speech Analytics Latest release of Eureka Speech Analytics allows users to uncover insights from customer conversations |
CRM
June 1, 2006 |
Statistically Speaking State and local IT spending is expected to grow... Call center agent positions within Mexico are expected to rise... The use of speech analytics applications will grow in the contact center... etc. |
CRM
February 2011
Fluss & Rogers |
How to Listen to the Voice of the Customer in a Multichannel World Contact centers and enterprises in general should interact with customers in their channel of choice, either in real time or periodically. These solutions need to create, issue, collect, and analyze feedback through multiple channels, including IVR, Web, social media, email, SMS, and live calls. |
InternetNews
August 6, 2007
Larry Barrett |
Big Brother Comes to the Call Center, But It's Good Autonomy's new speech-analytics software gives companies detailed analysis of customer calls, online chats and e-mails on the fly. |
CRM
August 2012
Van der Linden & Jain |
Bringing Science to the Art of Sales Seven principles for boosting business through analytics. |
CRM
May 2013
Leonard Klie |
Toronto's Nerve Center Provides Easy Access Canada's largest city improves customer service with Toronto 311. |
CRM
June 2010
Donna Fluss |
Analyzing the Workforce Analytics and on-demand offerings are changing the nature of workforce optimization. |
CRM
December 2014
Leonard Klie |
5 Hot Customer Service Technologies The latest innovations add a sense of immediacy to customer interactions. |
CRM
June 1, 2006 |
destinationCRM Dashboard Speech Analytics Will Be Listening... NetSuite Episode 11: Revenge of the Suite... Airlines' Customer Service Stays Grounded... Salesforce.com Makes a Mobility Move... etc. |
Wall Street & Technology
May 31, 2007
Kyle Duckers |
Savvy Financial Services Firms Tap Employee Intelligence For Strategic Decision Making The challenge for most capital markets firms is not a lack of raw data, but a lack of context and insight based on that information. |
CRM
October 2012
Donna Fluss |
IVRs Get a Bad Rap There's no excuse for not investing in these systems. |
CRM
September 2014
Donna Fluss |
Outbound Solutions Engage Customers and Enhance Relationships Mapping out the ultimate next-generation product. |
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
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
August 10, 2015 |
MindStream Analytics Partners with Lavastorm The partnership will provide analytics software and related consulting services. |
CRM
October 11, 2013 |
LogMyCalls Releases Conversation Analytics Conversation Analytics tracks what happens on the call and extracts marketing and sales data. |
Search Engine Watch
December 13, 2010
Nathan Linnell |
It's Time for True Social Media Analytics A social media analytics tool that brings together data from Facebook, YouTube, Twitter, social media monitoring, analytics, and advertising has the potential to drastically alter how we analyze and evaluate our social media efforts. |
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
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
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
May 3, 2004 |
Hot Seat: Will Analytics Remain a Stand-alone Product or Become Yet Another CRM Module? Will analytics software continue to be a separate market segment or will its functionality be absorbed into traditional CRM suites in the future? Industry experts weigh in. |
