Tag: analytics
Contact Center Hiring & Retention: Using AI to Predict Which Job Candidates Will Be...
Do you have trouble hiring quality agents? Retaining the superstars? You’re not alone. Surveys suggest agent attrition is a top concern year after year....
Four Key Contact Center Technologies for 2019
As we end 2018 and reflect on what’s ahead in 2019, it seems like a good time to think about what’s new and what’s...
Opportunities for AI in the Contact Center
Artificial Intelligence (AI) is breaking the hype meter in the contact center industry. While it’s only in the early adopter stages, it appears to...
How Customer Experience Can Drive Topline and Bottomline Growth
For decades, the quality of products and services reigned king as the primary driver of customer loyalty and business growth. In today’s digitally driven...
The Value in Accuracy: How to Create the Right Forecast to Drive Customer Experience...
Few words carry as much weight for workforce management (WFM) professionals as forecasting. Nothing else has the power to simultaneously elevate and torpedo the...
Coming Soon to a Contact Center Near You!
The landscape for engaging with customers is changing fast. Consumers expect hyper-personalization—and they want a choice of ways to communicate with the companies with...
What to Expect for Contact Centers in 2018
Of the most impactful priorities for contact centers in 2017, customer experience was at the top of the list. In a competitive landscape where...
The Straight Scoop on Contact Center Analytics
Most contact centers know they need a more analytical approach to understanding the customer experience. In our 2017 Workforce Optimization Survey, a high percentage...
A Look Ahead: 17 on ’17 (Part 4)
What are the trends that contact center leaders should know about in 2017? We asked 17 industry experts to share their thoughts across a...
Digital Strategies Driven by Customer Experience
An interesting finding from Dimension Data’s “2016 Global Contact Centre Benchmarking Report” is that, for the first time, customer experience has surpassed cost reduction...
Search Analytics Provides Key Insights into Self-Service Experience
With online self-service, getting customers to accurate information with as little effort as possible can provide them with a high-value experience while meeting the...
Inside View: Vivint Smart Home
Vivint Smart Home is a company that knows about change. The business that started as a dealer for home security companies has evolved into...
The Top 5 Posts in February
Take a look at our top five blog posts for the month to see which topics your fellow contact center professionals were most interested...
Contact Center Analytics: A Look at Goals Vs. Current Use
Do contact centers derive value from their analytics tools? In our 2014 Contact Center Analytics Survey, conducted by Strategic Contact and Contact Center Pipeline,...
