Technology
February 12, 2021
Technologies That Will Define the Future of Customer Care
Although social platforms and cloud computing currently dominate the call center landscape, there are hosts of other technologies that are adept at helping businesses drive value for their call centers. And even with DMG reports predicting cloud-based
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February 12, 2021
Harnessing Big Data in Call Centers
An auto mechanic who is in tune with data (pun intended) can tell you that your fan belt is due for a change in 2,000 miles and would advise changing it today to avoid future labor costs. An airline company that knows more than your frequent flier number
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February 12, 2021
What is NLP (Natural Language Processing)?
With the advancement of computer technology and voice recognition, there is often a question about what NLP (Natural Language Processing) is and how it works. In this article, we will look at what it is, how we use it, and how it helps us provide you with
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What Is Speech Analytics In A Call Center? 17 Easy Q&As
Speech analytics is such a large topic that, in this article, we are going to go through some of the most common questions that we get asked, and by the end of the article, you should be able to explain what is speech analytics in a call center? There are
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February 12, 2021
Real-Time Speech Analytics – 15 Points To Instant Achievement
There has been a huge increase in the ability of speech analytics tools over the years. Post-call speech analytics were slow, inaccurate, and difficult to manage. Now, they are so fast and accurate that you can utilize real-time speech analytics (RTSA), with
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February 11, 2021
Dashboard Use Case – The 5 Easy Ways To Monitor Agents
In this article, we will be looking at a “Use Case” for our entire platform. We will look at how the tool can help to improve various aspects of an internal QA department. The dashboard does that by enabling enhanced evaluation of agents and their
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Speech Analytics Meets Manual Human Review
In this day and age, where customers readily switch companies unless they get the experience they want, forward-thinking companies know they need to find a way to make themselves stand apart from the competition. Your contact center plays an especially
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February 11, 2021
Why Human Agents are Better Than Voice Technology – or Are They?
Today, we are going to be looking at why human agents are better than voice technology. Some people may think that there is a clear cut answer to this question. However, I do not believe that the answer is quite straight forward, as you would hope. Firstly,
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February 11, 2021
Humans Vs Technology QA in Call Centers – 17 Great Points to Consider For QA
Over the past couple of months or so, we have looked at a few articles comparing human analytics and voice technology QA. In this article, we are going to take another look at how each of them competes when they are in more complex environments. Before we get
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February 11, 2021
Are Humans Required For Voice Analytics And Building Predictive Models?
The way that we get data from voice analytics is changing, and it has been for some time. Everyone knows that we are in an era where AI is changing the world. However, the question remains; are humans still required for voice analytics? What about predictive
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