Donna Fluss

What to Expect in 2010 [Contact Center]

When we consider the concept of innovation, we generally think about technology – new and beneficial systems or applications that are introduced into an operating environment. Contact center managers depend on vendors to deliver continuously improved technology, as it's an effective way to reduce...

Is Unified Communications the Next “Disruptive” Customer Service Technology?

Every once in a while a technology or application emerges that has the potential to “disrupt” the status quo. The Internet is a wonderfully disruptive technology that has changed and enhanced the lives of people and businesses everywhere. On the other hand, many customer...

Voice Self-Service to the Rescue

The interactive voice response (IVR) market has come back to life, driven by the need to automate inquiries that do not require the assistance of live agents. Both for-profit and non-profit organizations appreciate the value of providing live assistance when necessary and possible, but...

Seven Trends Driving Contact Center Innovation

With so much attention being focused on the recession, we risk losing sight of important enterprise goals and what can be achieved even in challenging economic times. Times are tough and could very well be the worst they have been in the United States...

Customer Retention is a Priority for Mobile Phone Providers

A fundamental truth in the business world is that competitors are always looking to steal your customers, and many customers are on the lookout for a better deal. Customer attrition rates range from seven percent annually in some industries with high exit barriers, like...

Speech Analytics Helps Companies Find Meaning in Customer Conversations

A global Internet service provider had a major customer retention problem. The company had spent years looking for a process or system to reduce customer attrition, but no solution worked. The ISP still did not have a good handle on the reasons why its...

The QM/Recording Market Looks Bright

The QM/recording market is poised to have its best year ever in 2006, as vendors are putting a substantial portion of revenue toward research and development and users are buying at a brisk pace. Investment dollars are being used to extend the value of...

North American Contact Center Outsourcers Wake Up

A great deal of contact center outsourcing business has moved abroad during the last few years, and more is expected to follow. The offshore business case is very compelling: It can save a company 25 percent to 60 percent if the offshoring goes smoothly....

Don’t Let Marketing Own the Contact Center

Every so often, "ownership" of the contact center comes up for debate. It happened about 10 years ago, when the web first became hot and many companies put marketing in charge of online customer inquiries. And the debate has arisen again in the past...

Hosted Contact Center Solutions Are Ready for Prime Time

The hosted contact center or contact center on demand (CCOD) market has risen from relative obscurity to front page news in the past couple of months. This market's profile increased substantially when Alcatel, Avaya and TeleTech, two leading contact center infrastructure providers and a...

The Next Frontier in Contact Centers? Reining in “Unstructured” Data

Contact centers waste 90 percent to 98 percent of actionable customer insights because they lack the process, technology and applications to capture, analyze and leverage "unstructured" sources of customer communications, rich with information and feedback: Phone conversations are often recorded but rarely analyzed for new...

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