By Donna Fluss Interaction analytics (IA) removes the mystery from customer conversations. It gives companies access into what customers are “talking” (or writing) about and, … Read more
By Bill Johnson It’s a fact of business life: Every company and organization must meet regulatory compliance with governmental and other trade organizations. And they … Read more
By Siobhan Miller Those in charge of contact centers understand the value of the information captured in call recordings. But the sheer volume of calls … Read more
By Kathy Sisk Dear Kathy, when calling business-to-business prospects, can you suggest a great voicemail message designed to achieve a higher rate of returned calls … Read more
By Kathleen Fortsch Providing high-quality services in a cost-effective manner is no easy task, but businesses of all shapes and sizes are expected to do … Read more
By Rick Danos In today’s challenging business environment, measuring and monitoring customer satisfaction and loyalty is one of the most discussed topics – from the … Read more
By Rick Danos DMG Consulting estimates that IVR (interactive voice response) systems can automate between 20 to 90 percent of a company’s incoming calls while … Read more
By Steve Morrell As part of the research for ContactBabel’s new report, “The Inner Circle Guide to Speech Analytics,” thousands of contact center professionals were … Read more
By Ray Adensamer Every day, contact centers connect with customers to deliver services across the globe. Advancements in telecommunication capabilities have allowed contact center operators … Read more