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How to Apply Predictive Analytics to Post-COVID Recovery, Part 2

As contact center leaders plan for the post-pandemic recovery—both short- and long-term—where can they turn for reliable insights for informed decision-making? Contact centers that...

How to Apply Predictive Analytics to Post-COVID Recovery, Part 1

We are now into the final quarter of a year that will surely be remembered as one of the most chaotic in history. Many...
Contact Center Analytics in Action: Using VoC to Create a Better Experience

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...
Contact Center Pipeline Magazine Inside Our January 2017 Issue

Contact Center Pipeline Magazine: Inside Our January 2017 Issue

Special highlights in our January issue include our feature article where 17 industry leaders offer their insights on 2017. You will also find the survey...