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Predictions for 2017 – What lies ahead for the contact centre

With 2017 just around the corner what lies ahead for the contact centre? In this blog we would like to share some of our predictions for 2017. We will see an ongoing march towards self-service – Back in 2011, analyst Gartner predicted that by 2020, customers will manage 85% of their relationship with the enterprise [...]

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RTSA : A Customer Service Benefit: The smart way to make customers happy

Real-time speech analytics (RTSA ) can help organizations mitigate employee frustrations before the breaking point occurs, resulting in significant cost savings, improved morale and happier customers. No one understands the true costs of employee turnover better than human resources (HR) professionals. Prior to the end result of “filling an empty position,” there are costs of [...]

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