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Biographical Information
Speech analytics can help improve customer experience, cut costs, reduce attrition, and minimize risk
Organizations must change their mission and culture to benefit from new technologies.
Is unified communications the next disruptive technology for customer service?
When live agents can't be had, interactive voice response systems may suffice.
Performance management is a contact center requirement.
A variety of applications promise revenue generation and cost reduction.
Helping contact center managers achieve four primary goals.
In a tight economy, companies try to cut operating expenses wherever they can.
The contact center is part of a larger organization—and its goals must reflect that.
Web 2.0 technologies can support your customer service processes.
Contact center surveying is evolving into enterprise feedback management.
Business continuity and disaster recovery are often overlooked.
New solutions continue to make an impact inside and outside the contact center.
Vendors were waiting for the market to pick up. End users were waiting for enhancements. Both waits are over.
Why the contact center may be your last line of defense.
Contact center performance management isn't about measuring flaws -- it's about fixing them.
You are who you talk to.
WFM solutions typically pay for themselves in under a year -- can you afford not to have one?
What you need to know about quality management and liability recording solutions.
Before managers can tackle primary goals, obstacles must be overcome.
The surveying market may be fragmented, but that doesn't diminish its importance.
Ignoring customer needs is extremely shortsighted and expensive.
What do contact center managers need to generate revenue? New tools and technologies.
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