Speech Analytics 101: What is Speech Analytics?
Callminer
MARCH 12, 2013
Delivered as an enterprise software solution, speech analytics extracts information from customer conversations that might otherwise be lost.
Callminer
MARCH 12, 2013
Delivered as an enterprise software solution, speech analytics extracts information from customer conversations that might otherwise be lost.
TASKE Technology
MARCH 7, 2013
We’ve just returned from Cisco Li ve in London, UK. This event was a great opportunity to hear cutting-edge insights from experts who will set the agenda for the future of technology and business. Many attendees were interested to find out that TASKE is the only vendor with a product suite for CISCO that provides data to users in less than a second, making it a true real-time solution.
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Customer Interactions
MARCH 28, 2013
'Pundits have long debated the root causes of crime and how to combat it, such as investing in education, early intervention, and programs to reduce unemployment. Those may be successful strategies from a social perspective, but what about technology? Can technology also be a safe-city enabler? Here are three ways that cites can apply technology to enhance safety: Leverage Existing Security Systems to their Fullest Potential – Let’s face it – government agencies already invest
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.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
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.
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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.
Brad Cleveland Blog
MARCH 6, 2013
Where are organizations in providing mobile customer service? According to a recent ICMI (International Customer Management Institute) study of contact center professionals, only 25% of companies currently have a mobile customer service strategy in place, while 33% are in the planning stages.
Brad Cleveland Blog
MARCH 6, 2013
Where are organizations in providing mobile customer service? According to a recent ICMI (International Customer Management Institute) study of contact center professionals, only 25% of companies currently have a mobile customer service strategy in place, while 33% are in the planning stages.
Brad Cleveland Blog
MARCH 4, 2013
Alexander Graham Bell, inventor of the telephone, would have turned 166 this weekend (March 3). Happy birthday, Mr. Graham. Interesting factoid: Years later, in retrospect, he considered the phone as an intrusion on his work as a scientist and refused to have one in his study. (I wonder if IM would have made the cut … ?
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Brad Cleveland Blog
MARCH 4, 2013
Alexander Graham Bell, inventor of the telephone, would have turned 166 this weekend (March 3). Happy birthday, Mr. Graham. Interesting factoid: Years later, in retrospect, he considered the phone as an intrusion on his work as a scientist and refused to have one in his study. (I wonder if IM would have made the cut … ?
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
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?
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