Being the manager of a call center is not an easy job. In fact, it is quite difficult to consistently
Whether you are the CEO, COO, QA Analyst or Customer Service Agent, the number one goal of your contact center
You’re looking to improve the customer service being offered by your contact center and you are wondering where to focus
Speech Analytics has been common practice at larger call centers for years. But more recently, top-tier quality monitoring software has become
It’s expensive running a COST Center. But it’s possible to convert your business back into a quality call center by
In previous blogs we have discussed how speech analytics makes it easier for contact centers to route calls to the
Many organizations have told us about the difference that Verint Monet Speech Analytics has made in the efficiency of their
In several previous blogs we’ve listed some of the ways in which speech analytics could improve customer service at your
The relationship between contact center agents and contact center technology plays a significant role in how well customer service expectations
“Analytics” is one of those terms that many business people use, even while they may disagree on its exact definition.
No long introductions here because we know you’re busy. Here are the four reasons your call center should be
We live in a data-driven world and businesses who thrive are the ones who can leverage this data effectively. This
We’ve talked often in this blog about the importance of forecasting and scheduling. When these tasks are accomplished with efficiency
Accurate forecasting is critical to successfully managing your call center. In order to meet call demand and avoid under-
With more electronic media such as email, chat, twitter, etc. being used in customer communication in addition to calls,
The Cloud-based model uses a new multi-tenant and scalable architecture that was designed to efficiently and securely deliver web-based applications
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