Business Intelligence Network - The Vision for BI and Beyond

WHITE PAPER - Customer feedback solutions use short, context-sensitive, dynamic surveys to capture information from customers across all channels of contact and these solutions allow the contact center to create and modify customer surveys themselves.
Posted: June 30, 2008 | Published: June 1, 2008


Topics:  Contact Centers | Customer Service | Customer Service Best Practices | Surveys

WHITE PAPER - Learn more about analytics in the contact center and how analytics forms part of an advanced workforce optimization solution that can impact areas beyond the contact center, including branch-office interactions and back-office operations.
Posted: April 3, 2008 | Published: April 1, 2008


Topics:  Call Center Management | Call Center Software | Contact Center Management | Contact Center Software | Contact Centers | CRM Analytics | Customer Service | User Experience | Voice Recognition Software

WHITE PAPER - As a solution to contact center issues, this paper suggests Speech analytics, which gives organizations the ability tap into existing recorded customer interactions to gain actionable intelligence for improving business performance.
Posted: April 3, 2008 | Published: April 1, 2008


Topics:  Call Center Management | Call Center Software | Contact Center Management | Contact Centers | Customer Experience | Customer Service | Customer Service Best Practices | Customer Support Software | Enterprise | Training

WHITE PAPER - By enabling enterprises to mine large volumes of recorded customer/agent voice interactions, speech analytics is redefining quality in a way that can promote greater customer satisfaction, loyalty, and value.
Posted: April 3, 2008 | Published: December 1, 2007


Topics:  Call Center Management | Call Center Software | Call Centers | Contact Centers | Customer Experience | Customer Service | Customer Service Best Practices | Customer Support Software | Quality Control