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Time to Talk Seriously about Speech Analytics in the Contact Center

Aspect

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.

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Why We’re a Cisco Family Through and Through

Cisco - Contact Center

I started my career as a contractor with Cisco back in December 2003 with the Support Delivery Services IT Finance team. Even as a contractor, I could see from day one the incredible culture Cisco… Read more on Cisco Blogs

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Protect Your Contact Center Team from a Space Shuttle Columbia Like Disaster

Etech

In 2003, the space shuttle, Columbia, disintegrated over East Texas and Louisiana, when it attempted to reenter the Earth’s atmosphere. This is a valuable lesson from history that is relevant within many businesses today, especially within the contact center. This blog was first published on LinkedIn.

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Top 3 Call Center Tips For Dialing Into The Millennial Market

Vcaretec

Millennials, categorized as anyone born between 1982-2003, represent the largest consumer market for annual revenue growth. Keep your Millennial consumers connected by cutting the cord with antiquated customer service contact center methods. It’s for this reason that the “wow me,” factor is vital.

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Presidential Executive Fellow Rosetta Lue Joins Taylor Reach Group to lead Public Sector Practice

Taylor Reach Group

has been an industry leader in call and contact center consulting for more than 15 years, the main area of focus has been on establishing great customer care in the business sector, especially in retail and service industries. Rosetta is an acknowledged thought leader, expert and practitioner on public sector contact centers.

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Surviving Information Overload in the World of Customer Service

Provide Support

Monitoring service levels has always been a fundamental aspect of managing a contact center. However, advanced contact center and customer relationship software has led to an abundance of data and a growing number of reports that have become unmanageable. © 2003 - 2015 Provide Support LLC. Read more.

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10 Key Metrics and KPI’s for Contact Centre Performance

Call Design

Here’s a list of 10 key metrics that can be used by contact centre managers to ensure the delivery of both strong customer experiences and financial performance through workforce efficiency. According to a Contact Center Helper report, 95.7% Customer Satisfaction. Net Promoter Score.

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