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

Spearline

MAY 30, 2019

Global Workplace Analytics, specialists in agile workplace strategies note that “Companies need to address remote technical support issues. ” (Source: Global Workplace Analytics ) Off-the-shelf solutions are there, however so are the technical support issues. Is it possible to get positive customer experience benefits now?

Telecommunications 40

Telecommunications Technical Support contact center workforce Call flow 40

Verint

JUNE 2, 2015

CRMXchange Virtual Conference: Quality Assurance and Analytics. Verint’s Donna Denehy, enterprise workforce optimization, will present “Have You Listened to Your Customer Today?” She will explore how recording, analytics and customer feedback are all involved in the ongoing transformation of quality. ET on June 1.

Analytics 35

Analytics Enterprise Feedback Customer effort 35