Contact Center Intelligence: Unlocking the Opportunities Hidden in the COVID-19 Crisis
2020 has been tagged with every adjective — it deserves no further introduction or attention. Yet during all the 2020 dark days, some unique opportunities emerged for those who made moves to the cloud. Especially those who unlocked the power of serverless architectures. One of the bright stars to emerge during this difficult year was…
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What Is A Call Center Analytics Dashboard and Why Do You Need It?
Hard to believe, but it’s been thirty years since I first walked into a contact center—C&P Telephone Company of Virginia located in Richmond, Virginia, which would later become part of Verizon. Back then they weren’t even called “call centers”, let alone “contact centers”. People referred to them as “business offices”. The journey that got me…
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The Rise of REAL Speech Analytics
The first time I heard about speech analytics I was in awe. I was running an IVR company and could barely get the IVR prompts to be understood. How on earth could anyone be analyzing whole sentences? I spent a few days in a contact center with a friend to see the fuss and was…
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