Call center IVR News
April 20, 2011
Although IVR remains an integral part of contact center technology, social media use is growing. Find out how to manage multiple channels for the best ROI.
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Learn the top benefits of speech analytics technology for contact centers, and how speech analytics tools can lead to a better customer experience. Continue Reading
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The process of contact center benchmarking is fraught with missteps. Here are some mistakes to avoid if you want to truly create useful metrics and gain a competitive edge. Continue Reading
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Expert Lori Bocklund weighs in on using real-time speech analytics to monitor your agents. Continue Reading