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

Get in Touch With Customer Needs

Businesses still struggle to meet customer expectations even as they universally acknowledge the criticality of supporting and engaging customers in today’s digital world. Nowhere are their efforts to provide an optimal customer experience more important than in the contact center—the hub of customer service interactions. Yet, a recent report from Ovum and Boldchat indicates that … Continued

How to Move From Data to Insights to Action

As a business leader, you are told often enough to harness the data in your organization to drive more-effective decision making. And maybe you’re thinking “easier said than done”—and you’d be correct. It’s a struggle in today’s business environment to rein in data when more and more of it arrives every day. Yet the amount … Continued

Getting Contact Center Data Into the Right Hands to Improve Processes

Your contact center leaders have collected enough data on your customers to ensure that the contact center can meet their needs and remain a vital force in achieving company goals. But these leaders can’t make the necessary changes on their own; your contact center does not function well as an island. Successful operation requires collaboration … Continued

Customer Care: A Magnet for Consumer Retention

We are in a new era of consumer relations: the Information Age. With technology readily available to your customers, your contact centers have to be more effective than a Google search when addressing their needs. Although this will require extra effort, you’ll notice a great increase in your brand-loyal customers. The trick to retaining customers … Continued

Why the Phone Provides High-Value Leads

Recent research by BIA/Kelsey predicts that annual calls to businesses from smartphones will reach 162 billion by 2019. This number is a dramatic increase—more than double—over the 77 billion calls generated similarly last year. Much of this traffic is due to the proliferation of mobile ads that merge with the scrolling feed-based interfaces of social … Continued

Why Social Listening Is Your Secret Weapon

Listening is harder than talking, both for people and for businesses. Stephen Covey, author of the top-selling 7 Habits of Highly Effective People, said that most people listen with the intent to reply, not to understand; we’re usually just waiting until the talker finishes so we can have our turn to speak. That’s not really … Continued

How to Avoid ‘Analysis Paralysis’ in the Contact Center

In customer care centers, data is everywhere. Almost every contact center has tools in place to capture it, knowing that data holds the key to optimizing operations. Likewise, most contact center managers are adept at turning this data into information through reporting. Reporting is particularly useful for monitoring purposes; when unexpected data presents itself, it … Continued

The Truth about Donor Retention in Nonprofit Fundraising

Successful nonprofit fundraising requires a strong marketing strategy and the use of intuitive technology that gleans actionable insights about prospective and existing donors. After all, retaining donors is much like retaining consumers in that organizations must understand their audiences’ demographics and interests so that they can personalize and target their messages for better engagement. But … Continued

Quality of Customer Care Is Now in the Eye of the Beholder

Think about how good it feels when you call your favorite local restaurant for takeout and the order-taker not only greets you by your first name, but also remembers your individual preferences (well-done, extra sauce on the side). In remembering these small but important details, the business shows that it cares about you as a … Continued