Tag: call center technology
Top 5 Posts in January
A cold, dark January has translated into more time spent reading industry blogs. Pipeline readers kicked off the new year by browsing forward-looking topics...
Reach New Speeds to Insight with a Speech Analytics Strategic Blueprint Workshop
“I don’t understand how my organization can use speech analytics.” This is a statement often heard from those who have speech analytics just as often...
The Converging Technology Ecosystem
Over the years, we’ve watched key players in contact center technology change their market positioning. They want the market to take notice as their...
Technology Selection at Today’s Speed
While supporting our clients in technology vendor selection, we find that many companies have limited time and resources to spend performing due diligence through...
State of the WFO Industry
Workforce Optimization (WFO) technology has been a hotbed of activity as buyers and users clamor for new tools and seek to get more out...
Don’t Shortchange Technology Implementation
Too often, the pursuit of technology is driven by speed and constrained by resources. Experience shows this to be a bad combination. Getting implementation right...
Doing More with Knowledge Management
Knowledge management (KM) is an Achilles’ heel for many contact centers. Some have an abundance of “tribal knowledge” scattered among a core of seasoned...
Plan For Change
We love to conduct technology strategy projects and have shared how important we think those are for contact centers. We emphasize alignment of technology...
