CSM Magazine
JULY 17, 2023
BigChange has launched a series of Analytics Dashboards to display critical business information for field service firms. The dashboards receive live data from across the business, including job updates from field operatives equipped with mobile devices, giving managers and staff complete visibility of all aspects of the business.
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. Let’s consider each of these in turn.
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Callminer
NOVEMBER 9, 2020
Fraud is not only on the rise in call centers generally (jumping by 350% between 2013 and 2019 ), but the spread of fraud in the midst of the COVID-19 pandemic means businesses and consumers alike must be more mindful than ever. The approach a fraudster chooses to take depends on the industry and type of calls you manage daily.”
CCNG
OCTOBER 19, 2022
Gartner, 2022) CX programs that exceed management expectations are 2.3 Zendesk, 2013) 89% of consumers began doing business with a competitor following a poor customer experience. times more revenue growth than those managing it as a cost center. Oracle, 2011) Customers who had a very good experience are 3.5x PwC, 2017).
AWS Machine Learning
JUNE 13, 2023
The latest offering for generative AI from AWS is Amazon Bedrock , which is a fully managed service and the easiest way to build and scale generative AI applications with foundation models. This implementation aims to enhance the productivity of the enterprise’s business analytics, product owners, and business domain experts.
Fonolo
NOVEMBER 17, 2020
To achieve that within a remote or hybrid work environment, we’re going to see more contact centers reach for a cloud-based technology that drives camaraderie, increases visibility, allows supervisors to coach from anywhere, and enables agents to self-manage.” Managing a contact center has a unique set of challenges.
Customer Interactions
DECEMBER 20, 2012
As we approach 2013, it’s a good time to take note of some of the trends in Video Surveillance that will likely gain traction in the New Year. Instead, the market in 2013 is shifting towards solutions for cost-effective migration that leverage and boost the capabilities of existing infrastructure.
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