Technology

This is a universal truth: If I played you the first two measures of the song “California Girls,” you would…

“By predefining and using search capabilities to scour speech and text data, the contact center can enable more thorough call…

At one point in my life I had an epic collection of vinyl record albums. I even had the Beatles’…

Mainstream technologies get a lot of press. As the backbone of contact center operations, they’re on everyone’s radar and they…

“We balance probabilities and choose the most likely. It is the scientific use of the imagination.” —SHERLOCK HOLMES, “The Hound…

Over the years, we’ve watched key players in contact center technology evolve their solution positioning from enterprise communication with contact…

Don’t let the words “small” or “medium” fool you. Competently running a small to medium-sized business (SMB) is a daunting…

Twenty years ago, I was standing on a loading dock directing the two trucks transporting our new ACD phone system…

MANAGED SERVICES (MS) ARE EASY TO WANT, given the desire to lessen reliance on IT, add agility, secure specialty expertise…

For years, credit and debit cards (payment cards) have been the most common form of debt payment, and they still…

The systematic computational analysis of data or statistics”— that’s how the Oxford Dictionary defines analytics. Analyzing data has a variety…

As companies make decisions about sourcing for new contact center technology, a crucial question to answer is whether to pursue…

Those of you who are music nerds, as I am, probably recognize the sentences below as the first two lines of…

Although the term “Big Data” has actually been around since the 1990s, it was only in the last decade or…

Back in 2009, Apple came out with a series of advertisements for the iPhone App Store that basically claimed that…

WHILE SUPPORTING OUR CLIENTS in technology vendor selection, we find that many companies have limited time and resources to spend…

I have experienced many different IVR structures as a contact center consultant. And like everyone, I also have had many…

THE LAST 20 YEARS HAS SEEN DIGITAL TECHNOLOGY UPSET EXISTING MARKETS, REPLACE TRADITIONAL APPROACHES AND CREATE NEW INDUSTRIES. The evolution…

If you took a dive into this column thinking you were going to read about filmmaker Bruce Brown’s epic 1966…

WORKFORCE OPTIMIZATION (WFO) TECHNOLOGY CONTINUES TO ADVANCE. While tools such as workforce management (WFM) and quality monitoring (QM) have achieved…

WE HAVE BEEN IMPLEMENTING AND TWEAKING SPEECH RECOGNITION SYSTEMS ON A PRETTY REGULAR BASIS FOR THE PAST 10 YEARS. Many…

I RECENTLY SPOKE WITH A NEW CLIENT ABOUT HIS GOALS FOR SUCCESS WHEN PLANNING THE IMPLEMENTATION OF A NEW CRM…

REPORTS OF THE DECLINE OF THE NEED FOR HUMAN INTERACTION IN THE CONTACT CENTER ARE A BIT PREMATURE. While it…

A 2015 global survey of contact centers indicates that the majority (77%) are, or will be, utilizing home workers in…

CONTACT CENTERS EXIST to support customers who need to access information or complete transactions. Companies can reduce costs by addressing…

THE DEBT COLLECTION INDUSTRY IS INDEBTED TO SPEECH ANALYTICS. Not only does speech technology improve a collection agency’s process and…

TOO OFTEN TODAY, THE PURSUIT OF TECHNOLOGY IS DRIVEN BY SPEED AND CONSTRAINED BY RESOURCES—IN-HOUSE AND ON THE VENDOR SIDE.…

I’m not exactly a connoisseur of cartoons, but I do have fond memories of Saturday morning cartoons when I was…

IN THE MUSICAL THEATER ADAPTATION OF LEO TOLSTOY’S “WAR AND PEACE,” THE LYRICS TO THE SONG “NO ONE ELSE” BEGIN…

IT IS ESTIMATED THAT THERE ARE UP TO 7,000 LANGUAGES SPOKEN AROUND THE WORLD. We start as infants, learning sounds…