Latest Featured Articles
It seems to be the buzz-phrase of the moment, but "Customer Analytics" is gaining traction because it's something that actually works. That's the gist of the idea behind a new, free online reference piece, "The Inner Circle Guide to Customer Contact Analytics." Published by ContactBabel and call center leader inContact, the guide offers valuable recommendations for using speech, desktop and text analytics to improve agent performance and to help elevate the customer experience.
Thanks to big data technology, which allows call centers to not only capture any kind of data, but also make sense of it, these businesses know quickly how well they are performing.
Many companies are adding call tracking software to their arsenal of pay per click (PPC) tools. If you think about it, you could potentially profit from it as well.
British Telecom Communications recently announced that it has signed a contract to install a Genesys-based communications management service in Singapore Airlines contact centers the world over.
With more and more call centers moving to the United States, finding ways for those call centers to stay ahead of the competition has become more important than ever. Call centers are also working twice as hard to find ways to make employees that much more productive so they can serve the company and its customers. Earthlink believes it has one such solution with the arrival of its new Hosted Contact Center.
Sponsored by: SAP
Top Stories
Featured Channels
Featured Resources
Advertise With Us
Become a CUSTOMER columnist!
Become a TMCnet columnist! Want to contribute your expertise to a growing audience of technology professionals? Become a writer, blogger or columnist for the TMCnet Web site and this newsletter. Contact TMCnet Group Editorial Director, Erik Linask, at elinask@tmcnet.com for details.
|
