Analytics – Real Time and Relevant

Our Business Analytics solutions have helped many organizations mine and analyze their existing data and turn it into interactive visualizations and easy-to-use analysis tools, focused on improving results and providing vital insight. Most importantly, we turn large amounts of data into something useful for our clients by doing things like determining pockets of your most … Continued

Improving Your Customer Care Strategy-It’s Easier Said Than Done

Let’s face it; airlines don’t have the best reputations in the customer care space. One airline, however, is hoping to turn things around. According to a recent Forbes article, United Airlines is admitting that their customer care hasn’t been the greatest over the past several years. In fact, it ranks at the bottom of the … Continued

Why Providing Agents with Analytics is Essential to Your Success

In The Art of War, Sun Tzu writes that “Every battle is won or lost before it is ever fought,” referring to the immense preparation that is necessary to be su ccessful in war, and the need to arm soldiers with all the tools they might need. The world of customer care is no different. … Continued

Big Data: What’s All the Fuss?

Big data seems to be among the most popular jargon emerging from the tech industry as of late. Sure, you know what it means. But are you aware of how it can be applied across markets and platforms to improve contact center services ROI for both B2B and B2C companies? As a business leader, excessive … Continued

Stop Wringing Your Hands Over Data Analytics

Everywhere you turn, you hear it. Big data is the future. Big data can do wonders for your business. Big data is transformative. And all of these statements are true, which is why 87 percent of enterprises believe big data analytics will redefine the competitive landscape of their industries within the next three years, according … Continued

Going Back to School on Contact Center Best Practices

With autumn around the corner, students across the country have grabbed their backpacks and headed back to school for a new year of learning. For the first few weeks of the school year teachers will review old material to ensure students remember what they learned last year before they move ahead to new topics. In … Continued