Does Your Text Analytics Tool Make Sense of “Slanguage?”
By Manya Mayes If your organization is actively analyzing the sentiment of customer commentary, then you have some insight into the new 4G, mobile, social … Read more
By Manya Mayes If your organization is actively analyzing the sentiment of customer commentary, then you have some insight into the new 4G, mobile, social … Read more
By Bob Hockman Unified Communications, or UC, is a buzzword often heard these days within the enterprise and contact center. Although it is not a … Read more
By Jim Kleckner “I used to think that cyberspace was fifty years away. What I thought was fifty years away was only ten years away. … Read more
By Peter Lyle DeHaan, PhD I’ve been actively blogging for years. I cover whatever is on my mind, anything and everything, from work to personal, … Read more
By Alan Tucker The federal “Cash for Clunkers” program got my attention. To say I drive an older car is being polite. I have to … Read more
By Bryan DiGiorgio Over the years I’ve consistently been asked, “What’s the most important element for a successful call center operation?” To me, it’s communication … Read more
By Donna Fluss Three years ago, DMG Consulting predicted that the U.S. economy would enter a recession in 2009. While we did not anticipate the … Read more
By Al Baker The challenging economy and its murky future have CEOs and senior-level executives planning new customer relationship management (CRM) strategies. Today, the contact … Read more
By Nathan Franzmeier Internet Protocol Multimedia Subsystem, or IMS, is usually associated with personal communications services, but it also has implications for call centers. IMS … Read more
By Kevin Mitchell As communications evolves in service provider and enterprise networks, VoIP and IP interactive communications (IC) adoption are on the rise in contact … Read more