by Cynthia | Jan 10, 2019 | Technologies, Trends
Many Happy Returns: How CX Sentiment Analytics and Applications Reduce Cost While Improving Outcomes – Measuring the ROI 10 JANUARY 2019 By: Brad Richards When arguing advanced contact center and customer experience technologies do more than just reduce the cost of...
by Brad Richards | Dec 18, 2018 | Technologies, Trends
Customer Experience: a Blend of People and Real-Time Intelligence 18 DECEMBER 2018 By: Brad Richards It’s a combination of great people and great technology that’s changing the world of customer engagement and delivering personalized, highly effective customer...
by Joe Galvin | Dec 18, 2018 | Technologies, Trends
Telemedicine is Inevitable and Creating New Compliance Challenges for Providers 18 DECEMBER 2018 By: Joe Galvin It’s been over twenty years since the U.S. Congress passed the Health Insurance Portability and Accountability Act (HIPAA). Five years ago, the Omnibus Rule...
by Brad Richards | Dec 12, 2018 | Technologies, Trends
Don’t Just Sample – Stream Sentiment Data to Improve Service and Satisfaction 12 DECEMBER 2018 By: Brad Richards Sampling customer experiences is not new. It’s also not enough given advances in software that provides a more complete, continuous view. Interpretation is...
by Joe Galvin | Dec 7, 2018 | Technologies, Trends
Canadians Fight Back Against Service Providers as Telecom, Internet and Now TV Services Falter 07 DECEMBER 2018 By: Joe Galvin Canada’s federal watchdog for telecom complaints, the Commission for Complaints for Telecom-Television Services, said last month it is...
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...
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