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...
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...
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...
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...
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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