Insight Center: Holistic Big Data and Analytics that Make a Difference
SESSION ABSTRACT Analytics provides the essential tuning needed to optimize the organizational engine. Big Data (and insights and predictions gained from the same) is becoming more and more a differentiating factor for several progressive companies. This session...Ten Tips on Customer Service Quality Management
Why is it important to know how to manage (and not just how to measure) quality? The world is changing, changing fast. The way people communicate is changing. The way people think and reason is changing. The way people make buying decisions is changing. The reasons...Moving from Multi-Channel to Omni-Channel Customer Engagement: Intelligent Interaction Analytics Are the Foundation
Can the sophisticated use of analytics trump the old business advantages of geography, speed-to-market and proprietary technology? Frost & Sullivan believes that contact center insight analytics has the potential to yield significant competitive advantages:...Guidelines for Implementing Relevant KPI’s and Delivering a First-Class Customer Experience
Customer experience practitioners: how do you pick the right set of metrics and construct a performance system that delivers exceptional customer impact? Based on the twelve years I have spent driving customer experience improvement, I would answer this question by...