Call Center Analytics

Leveraging Automated Voice Self Service

callcenteranalytics — Thu, 26 Jan 2012 19:17:37 +0000

keyword tags: voice self service, automated voice self service

Contact Center Organizational Changes 2012

callcenteranalytics — Wed, 18 Jan 2012 14:53:46 +0000

keyword tags: contact center changes 2012 call center changes 2012

Social Media Services – Customer Service Outsourcing

callcenteranalytics — Sat, 14 Jan 2012 05:12:28 +0000

keyword tags: outsourced social media services, customer care providers, customer service outsourcing

Quality Assurance (QA), Speech Analytics

callcenteranalytics — Tue, 03 Jan 2012 19:33:45 +0000

keyword tags: quality assurance, speech analytics, call center qa, contact center qa

Master Customer Engagement

callcenteranalytics — Wed, 28 Dec 2011 23:17:39 +0000

keyword tags: customer engagement, call center customer engagement, contact center customer engagement

Proactive Contact – Contact Center Compliance

callcenteranalytics — Wed, 21 Dec 2011 14:54:30 +0000

keyword tags: call center compliance, contact center compliance

Contact Center Reporting, Analysis

callcenteranalytics — Fri, 16 Dec 2011 15:08:41 +0000

keyword tags: contact center reporting, contact center analysis, contact center analytics

Workforce Management Solutions

callcenteranalytics — Fri, 09 Dec 2011 17:06:02 +0000

keyword tags: workforce management solutions, workforce optimization

Download this Voice of the Customer White Paper

callcenteranalytics — Thu, 08 Dec 2011 17:04:03 +0000

keyword tags: CRM video on voice of the customer, CRM white paper on voice of the customer, VOC, voice of the customer

Contact Center Webcast: Turning Customer Experience Measurement Into an Acquisition Program

callcenteranalytics — Fri, 12 Nov 2010 18:53:51 +0000

In this Webcast, you will understand:

• Why programs that simply measure Customer Satisfaction and Loyalty are not necessarily actionable.
• How to create a CEM program that is actionable, driving alerts to escalate customer issues.
• How Nationwide Autocentres leverages feedback data to drive improvements within its business.
• How Nationwide Autocentres drives referral business while improving customer satisfaction and repeat business.

View the webcast: Greasing the Wheel: Turning Customer Experience Measurement Into an Acquisition Program