Callminer

MARCH 12, 2013

Delivered as an enterprise software solution, speech analytics extracts information from customer conversations that might otherwise be lost.

Analytics 182

Analytics Enterprise 182

Customer Interactions

MARCH 14, 2013

'The one thing that comes up time and time again is the need for more PSIM education. Frost & Sullivan first identified a PSIM education gap in its June 2012 report on the global PSIM market. Coincidently, the report came out just a few weeks after my first PSIM workshop. IMS reiterated the need to improve awareness and dispel confusion about PSIM in its market report, released shortly thereafter.

Education 40

Education Marketing Management 40

Brad Cleveland Blog

MARCH 14, 2013

I am often asked, both by individuals and journalists who cover consumer-oriented topics, what consumers can do short of a rant on twitter (see tip 12), to get better service when interacting with organizations. Here are a dozen recommendations: 1. Be prepared. Know what you want and have relevant information ready (account information, statements, etc.). 2.

Accountability 20

Accountability Call Center Customer Service Customer Experience 20

Brad Cleveland Blog

MARCH 14, 2013

I am often asked, both by individuals and journalists who cover consumer-oriented topics, what consumers can do short of a rant on twitter (see tip 12), to get better service when interacting with organizations. Here are a dozen recommendations: 1. Be prepared. Know what you want and have relevant information ready (account information, statements, etc.). 2.

Accountability 20

Accountability Call Center Customer Service Customer Experience 20

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Customer Interactions

MARCH 11, 2013

'Take a look around and watch the people walking down the street, lost in their smart phones, listening to music, talking on the go, checking email. It’s clear we are all more connected than ever before. But for the most part, we are also in a constant state of data overload. Think about it – How many emails do you receive that either get deleted immediately or simply fall into the abyss of the unread?

Big data 40

Big data Banking Analytics Best practices 40