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Converting Customer Analytics into Corporate Performance Improvements: Don’t Stop at Data Collection

Converting Customer Analytics into Corporate Performance Improvements: Don’t Stop at Data Collection

by Brad Richards | Nov 29, 2018 | Trends

Converting Customer Analytics into Corporate Performance Improvements: Don’t Stop at Data Collection 29 NOVEMBER 2018 By: Brad Richards There’s no question that successful brands are investing in collecting data on existing customers to retain them and grow their...
Voice Analytics Just Got Exponentially Smarter, And Why Contact Center Operators Should Care

Voice Analytics Just Got Exponentially Smarter, And Why Contact Center Operators Should Care

by Joe Galvin | Nov 26, 2018 | Technologies

Voice Analytics Just Got Exponentially Smarter, And Why Contact Center Operators Should Care 26 NOVEMBER 2018 By: Brad Richards The contact center industry has long been driven by analytics, capturing oceans of data based on everything from menus to call detail...
Contact Center Compliance Is A Team Sport: Customer Experiences That Meet Regulatory Guidelines

Contact Center Compliance Is A Team Sport: Customer Experiences That Meet Regulatory Guidelines

by Brad Richards | Nov 20, 2018 | Technologies, Trends

Contact Center Compliance Is A Team Sport: Customer Experiences That Meet Regulatory Guidelines 20 NOVEMBER 2018 By: Brad Richards Contact centers have evolved dramatically and as we head into 2019, we’re seeing an acceleration of innovation being driven by a...
Cloud Contact Has Never Been More Intelligent: Bringing AI to All Interactions

Cloud Contact Has Never Been More Intelligent: Bringing AI to All Interactions

by Brad Richards | Nov 12, 2018 | Partners, Technologies, Trends

Cloud Contact Has Never Been More Intelligent: Bringing AI to All Interactions 12 NOVEMBER 2018 By: Brad Richards As call centers become contact centers, and as contact centers become customer engagement and Customer Experience (CX) centers, our industry has moved...
Making Omni-Channel Analytics for the Enterprise Easier to Access Than Ever

Making Omni-Channel Analytics for the Enterprise Easier to Access Than Ever

by Brad Richards | Nov 7, 2018 | Technologies, Trends

Making Omni-Channel Analytics for the Enterprise Easier to Access Than Ever 07 NOVEMBER 2018 By: Brad Richards A report by Gartner predicts that by 2020, more than 80% of customer interactions will be serviced by chatbots and non-human agents. Earlier this year,...
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