November 19, 2014
Tuning Your Real-Time Speech Analytics Implementation
Real-time speech analytics helps the contact center identify calls in trouble and fix them while the customer is still on the line. It helps highlight upsell and cross sell opportunities and capture more revenue from the call.
November 12, 2014
7 Reasons to Implement Real-Time Speech Analytics in Your Contact Center
Real-time speech analytics is an exciting new technology that can deliver great benefit to contact centers and their customers. This is a classic win-win technology, helping everyone involved conclude contact center interactions in a faster, more complete and satisfactory manner. Here’s ...
March 20, 2014
Know Thy Workload
Forecasting is the hallmark of workforce management practice. It is the practice of understanding what tasks need to be done tomorrow, next week, next year.
January 22, 2014
Intraday Management: Taming the ‘Big Four’ Beasts Behind Contact Center Failure to Meet Service Levels
Real-time monitoring can help contact centers avoid the four big problems that cause service level decline.