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.

Contact Center 97

Contact Center Analytics contact center workforce Technology 97

Verint

FEBRUARY 21, 2018

It’s the Verint Engage global customer conference, and registration is underway for this year’s event at the Sheraton Dallas Hotel May 14 – 17. If you need help persuading your manager to allow you to attend, just download the conference justification memo that you can easily customize. Networking. Let’s do this, partner!

Entertainment 36

Entertainment Best practices Journey mapping Management 36

Voxjar

APRIL 9, 2020

We’re lucky that cloud software has made it just as easy to deploy a remote, distributed call center as it is to deploy one on-premise. The question is, how do we adjust the rest of our processes and tools to support a remote contact center workforce? You’ll learn. Data Security.

Coaching 52

Coaching Call Center Analytics contact center workforce 52

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

Verint

JULY 23, 2015

In my previous post about Verint's Engage 2015 global customer conference, I summarized session observations and attendee conversations related to speech analytics. Here, in part two of this blog series, we’ll take a look at the session I co-presented about contact center technology demand.

Analytics 38

Analytics Contact Center Consulting Consulting 38

Verint

JUNE 6, 2017

As discussed in a recent blog post by Laurie Wickham, the 2017 Verint Engage Global Customer Conference took place recently in Orlando, Florida with attendees from 17 countries and a variety of industries.

Employee engagement 34

Employee engagement Quality management Analytics Best practices 34

Hodusoft

NOVEMBER 29, 2022

Using Genesys Cloud CX, contact center owners can effortlessly handle interactions and metrics and address problems quickly. 8×8 is a publicly traded contact center technology and VoIP company, which offers 8×8 Contact Center software. It also lacks some integrations and inbuilt reporting.

Contact center software 40

Contact center software Contact Center Interactive Voice Response contact center solutions 40