The Two Sides Of Workforce Optimization

When your goal is workforce optimization, there are two prongs you have to focus on—investing in technology, and investing in your employees. One approach by itself simply isn’t enough. Some managers think that by getting the best software and technology, they’ll be able to optimize their workforce, but then they ignore the human component of […]

How To Increase Contact Center Employee Productivity

Contact centers are known for having high turnover and low morale, but it doesn’t have to be that way. If you manage your contact center efficiently and intelligently, you can keep your turnover low and your employees happy. Part of having a team of agents that works well and stays on the job is making […]

Structured vs. Unstructured Data - What are the Benefits of Each?

Contact centers today - and every other business organization, really - have an overwhelming supply of data that they can draw on for insight. From the most general information, like the number of calls per day, to the very specific, like what percentage of agent interactions results in a successful upsell of a particular product, […]

What’s Next For Public Safety Technology?

Like any other field, public safety has been through some major changes over the years as technology has become more sophisticated. Innovations in tech have changed the way we think about public safety, and more importantly, how we implement it. But what’s next for public safety? The pace of these tech changes has picked up, […]

The Most Important Technologies For Call Centers

Despite what some of your customers might think, not all contact centers are built the same. They might have different software and technology based on the size of the contact center, its purpose, and its location. It can be incredibly complex and sophisticated, or it can be very simple depending on what needs it serves. […]

Why Public Safety Organizations Need Speech Analytics

Speech analytics is one of the fastest growing technologies for contact centers, but it also has important uses for public safety answering points (PSAPs). Speech analytics software converts conversations and audio into data that can easily be searched and analyzed. Once the recorded conversations are converted into indexed, searchable data, they can be taken apart […]

Why You Need Speech Analytics For Your Call Center

Speech analytics is one of the fastest growing technologies in the contact center market, but not everyone has applied this game-changing technology yet. Speech analytics software is great for call centers because it allows you to take data from thousands of calls and conversations and mine it to gain insight about your customers, your contact […]

High-Tech Public Safety Centers Aren’t Just for Big Cities Anymore

Real-time public safety technology has been on the market for years, but up until recently, it’s mostly been implemented in large cities - places like New York and San Francisco, for example. From gunshot detection technology, to real-time video feeds, to facial recognition technology, much of what’s available seems almost futuristic. When it comes to […]

4 Customer Engagement Trends For the Financial Services Industry

Like every other sector of business, the financial services industry is being reshaped by new and changing technology. These changes are happening in the way these organizations do business, but also in the way they market themselves and engage with their customers. Customer service and engagement are crucial to businesses in this industry, as it […]

How Voice of the Customer Can Help With Customer Engagement

Voice of the customer is a term used to describe the processes your business uses to get your customers’ feedback about their experiences and expectations of your products and services. VoC can be captured in a number of ways, including direct discussions or interviews, surveys, complaint logs, focus groups, and observation. So why should you […]