Calltools

JUNE 23, 2021

As someone who owns or manages a call center, you know better than most that poor decisions can ruin a business’s reputation. Bad actors within the call center industry have made it necessary for the U.S. The robocall litigation could literally change the way that many call centers operate.

Call Center 52

Call Center Telemarketing Interactive Voice Response Government 52

Aspect

JUNE 16, 2017

Get ready for the next big thing in contact center workforce optimization: Speech Analytics. Even though speech analytics was introduced to the contact center industry back in 2003, Aberdeen Group reports that only about 15% of contact centers currently use speech analytics.

Analytics 97

Analytics Contact Center contact center workforce Technology 97

DMG Consulting

NOVEMBER 13, 2018

The future of this process is analytics-enabled QA (AQA). Speech analytics is used to listen/read customer interactions, evaluate the interaction, and provide feedback to the enterprise (general trends) and agents (what they are doing right and where they can improve). Learn more at www.dmgconsult.com.

Analytics 76

Analytics Contact Center Quality management Construction 76

Taylor Reach Group

JANUARY 21, 2019

About the Taylor Reach Group, Inc. – Established 2003, Taylor Reach is a worldwide, leading Contact Center, Call Center, and Customer Experience consulting firm.

Journey mapping 70

Journey mapping Government Contact Center Consulting 70

DMG Consulting

APRIL 16, 2019

It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. million in 2003 to approximately $1.7 ANALYTICS RECEIVES AN ENCORE. By Donna Fluss. billion for the first half of 2018.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Robert Davis

APRIL 5, 2018

In 2003, the FTC established the National Do Not Call (DNC) Registry to give consumers a choice about whether they wanted to receive unsolicited sales calls from telemarketers. Despite clear opportunities to generate sales, running an outbound telemarketing call center is not for everyone.

Telemarketing 48

Telemarketing Outbound sales outsourcing Quality calibration 48

Robert C. Davis and Associates

APRIL 5, 2018

In 2003, the FTC established the National Do Not Call (DNC) Registry to give consumers a choice about whether they wanted to receive unsolicited sales calls from telemarketers. Despite clear opportunities to generate sales, running an outbound telemarketing call center is not for everyone.

Telemarketing 40

Telemarketing Outbound sales outsourcing Quality calibration 40