Posts by: Roy
Call Center Technology Conundrum: The Future is Flexibility
Original article available here. Call Center Technology Conundrum: The Future is Flexibility As ops continue to accelerate, intelligent call center technology must be leveraged to deliver continued cost savings & keep up with increasing demands….
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The Present And Future Of Customer Service
Group of operators sitting at the table with computers they working in call center Original article available here: https://www.forbes.com/sites/forbestechcouncil/2020/10/05/the-present-and-future-of-customer-service/#4cb231c5593e The Present And Future Of Customer Service If 2020 has taught us anything, it’s that the…
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Translating the voice of your customer (VoC) into business intelligence
Original article: https://www.kmworld.com/Articles/Editorial/ViewPoints/Translating-the-voice-of-your-customer-(VoC)-into-business-intelligence–142989.aspx With customer service and support, figuring out why something happens can be just as important as figuring out what happened. In fact, sometimes the “why” is even more revealing than the “what.”…
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5 Reasons Why Every Call Center Should Use Voice Analytics
Original article available here: https://mitechnews.com/guest-columns/5-reasons-why-every-call-center-should-use-voice-analytics/ 5 Reasons Why Every Call Center Should Use Voice Analytics DETROIT – Voice analytics is one of the fastest growing areas that contact centers are utilizing across the globe. By…
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Contact Centers Reacted To COVID-19 Quite Well — It’s Now Time To Institutionalize The Best Practices
Original article by Vasupradha Srinivasan: https://go.forrester.com/blogs/contact-centers-reacted-to-covid-19-quite-well-its-now-time-to-respond-with-the-same-rigor/ Contact Centers Reacted To COVID-19 Quite Well — It’s Now Time To Institutionalize The Best Practices I have had the opportunity to get up close and personal in managing…
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Four Types of Business Analytics
Original Article: https://www.analyticsinsight.net/four-types-of-business-analytics-to-know/ Four Types of Business Analytics For different stages of business analytics huge amount of data is processed at various steps. Depending on the stage of the workflow and the requirement of data…
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KISS Method: “Keep It Simple with Speech”
Original article: https://www.contactcenterpipeline.com/Article/kiss-method-keep-it-simple-with-speech-1 KISS Method: “Keep It Simple with Speech” Our Caperio AI performance platform is designed to make transitioning to the cloud quick, easy, and cost-effective. Also available on-premises. We Give You Total Control…
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The easy way to create a ‘remote contact center’
Original article: https://www.itproportal.com/features/the-easy-way-to-create-a-remote-contact-center/ Cloud based Caperio AI performance platform works great for improving remote customer service agents performance. What should organizations consider as they continue the transition from an on-premise contact center set up towards…
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Artificial Intelligence Dominates More Customer Interactions, But Lacks ‘Wow’ Factor
Original article: https://www.forbes.com/sites/joemckendrick/2020/08/31/artificial-intelligence-dominates-more-customer-interactions-but-lacks-wow-factor/#2101a7416a3b Artificial Intelligence Dominates More Customer Interactions, But Lacks ‘Wow’ Factor Let me get this off my chest: I hate chatbots. It’s nice you can call anytime and get a consistent experience, but…
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Global Emotion Analytics Market to grow at a high CAGR% by 2026 | Global Market Estimates
Original Article : https://www.openpr.com/news/2125045/global-emotion-analytics-market-to-grow-at-a-high-cagr-by-2026#prid-2125045 Global Emotion Analytics Market to grow at a high CAGR% by 2026 | Global Market Estimates According to a new market research report published by Global Market Estimates, the Global Emotion…
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