Call recording and analytics is fast becoming big business. It is enjoying an unprecedented level of attention in contact centres where managers from a broad cross section of industries are recognising the enormous implications it can have for improving standards of...
Actionable intelligence defines data that is not simply just there in historic ACD reports or reams of paper from your CRM system, but can actually be employed to derive real meaning and accordingly, make changes to the way a contact centre is managed, changes that...
The recording and QA markets are evolving and acquisitions have resulted in major challenges and opportunities for customers and vendors. If either NICE or Witness fail to execute, customers are not going to give them a second chance, with those who view logging and...
Picture the scene. A large and successful financial services firm has enjoyed rapid growth as the result of a series of acquisitions, and now owns and operates three contact centres. The primary goal of its quality initiative is to provide consistent service and an...
Last week, we previewed the promising new world of contact centre performance management. We established that contact centre performance management could liberate contact centre managers from time-consuming data collection and reporting and empower them to capture and...
