Analytics Big data Gamification Interactive Voice Response 
Fonolo
NOVEMBER 17, 2020
Storyline: Gamification. While 89% of contact centers measure the quality of voice, only 50% measure performance on digital channels, down from 61% last year. In 2017, more contact centers will recognize the impact of tracking analytics and use those benchmarks for future growth. Why Gamification Matters. Social Media ?
DMG Consulting
MARCH 9, 2020
Artificial intelligence, machine learning and predictive analytics ushering in a new era of servicing. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. DMG Consulting Releases 2019 – 2020 Workforce Optimization Product and Market Report.
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DMG Consulting
APRIL 16, 2019
Social media depends heavily on real-time responses; omnichannel service requires companies to respond to a variety of media, such as chat, SMS, and video, in real time; and globalization has opened the door to worldwide resources and requires immediate responses for customers worldwide. ANALYTICS RECEIVES AN ENCORE.
TechSee
MARCH 7, 2019
Current approaches to automation in contact centers are mainly focused on structured data, text and voice. With speech analytics, agents are equipped with a wide range of voice-based tools, enabling auto-recognition of accent, gender, and emotion. Gamification.
aircall
DECEMBER 23, 2020
Big data has changed the dynamics of the B2B sales cycle. As for the second point, the rise of big data has not only increased how much data buyers have access to, but the channels they use to do research are more flexible than ever before. 2) Predictive analytics tools use data to forecast future sales results.
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