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Speech Analytics: The Time for ‘Listening’ to the Voice of the Customer Is...
K. Landoline Summary Bullets: Hundreds of millions of minutes of customer care conversations are recorded annually in contact centers, but less than 0.1% of recorded conversations are ever replayed and...
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We Have Smart Consumers and Smartphones; Why Not Smart Contact Centers?
Ken Landoline Summary Bullets: The vast majority of consumers calling into a contact center believe they know more about the products and services in question than the customer service agent answering...
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Step Three in Mobilizing Your Contact Center – Let Management Roam
Ken Landoline Summary Bullets: The ubiquitous nature of tablets and smartphones, coupled with the breadth of network access now made available via private and public clouds are making these endpoints...
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The Cloud – Simply a CapEx/OpEx Choice?
Ken Landoline Summary Bullets: The cloud approach to telecom solutions is catching on like wildfire as a growing number of vendors offer a cloud version of their products and some report that cloud...
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The Hosted Contact Center – An Attractive Choice for ‘Customer Engagement...
Ken Landoline Summary Bullets: Hosted contact center solutions are gaining popularity as the level of functionality, reliability and security they provide catches up to that of premises-based systems....
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Mobility Will Shape the Contact Center of the Future
Ken Landoline Summary Bullets: Technological developments are making customer service for mobile customers simple, convenient and very effective across many vertical markets and for a select group of...
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Contact Center Trends in 2014: Can the Pace of Big Change Continue?
Ken Landoline Summary Bullets: It’s that time of year again – time to talk about what is coming next year. So many fundamental changes have occurred in the contact center world in the past few years...
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Improving High Contact Center Attrition Rates – Not Easy, but Worth the Effort
Ken Landoline Summary Bullets: A recent Dimension Data survey report based on an annual contact center global benchmarking survey concluded that front-line customer service staff (contact center...
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Customer Authentication and Fraud Detection: The Contact Center’s Looming...
Ken Landoline Summary Bullets: The costs of compromised security in the customer care environment are high to both the enterprise and the customer, and the occurrences of security breaches continue to...
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