Posts Tagged: analytics

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Build or Buy Contact Center Analytics?
January 2, 2017
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As software capabilities evolve from data collection through data analysis to the latest developments in Artificial Intelligence (AI), it’s generating exciting possibilities for the Contact Center reporting tools as well.
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Five Challenges of Contact Center Leaders
December 17, 2016
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RISK MITIGATION & COMPLIANCE Ability to mitigate operational risk and ensure regulatory compliance. For example ability to record voice/chat/screen capture. Today’s omnichannel, anytime, anywhere, any device communication has further increased the risk. OPTIMIZATION Ability to optimize operations with a focus on process, technology, and workforce utilization. For example, routing contacts to an agent based on […]
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Big Data and Social Analytics
June 12, 2016
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I went to yoga last night in Flatiron, New York. Had a kati roll at DesiGali on Ave B, East Village. Jogged around East River this morning. Had a coffee at Dunkin Donuts on Houston Street. All of this (and more) data is available and it could be harnessed for good use or bad. Ninety […]