Contact Centres
Expert opinion, research and strategy into contact centre management, contact centre solutions, contact centre software, speech recognition.
Ovum lead analyst Peter Ryan reports on the tug-of-war in the contact centre outsourcing sector.
Debunking Ten Common Myths about Voice Automation
The goal of this white paper is to dispel some persistent myths about speech applications, while providing an overview of the current state of speech technology and how it can be used to address key customer care challenges facing today's business.
The goal of this white paper is to dispel some persistent myths about speech applications, while providing an overview of the current state of speech technology and how it can be used to address key customer care challenges facing today's business.
"Why does this gap between information and the knowledge being provided to customers remain?"
Most Recent Contact Centres
Now in the heat of competition is the time to be using analytics to create and deliver winning customer service strategies. To show you how is Daniel Ziv, VP Customer Interaction Analytics at Verint Witness Actionable Solutions.
Voice biometrics is the answer to solving a range of security issues currently existing in contact centres, yet few companies are utilising this technology to date. Steve Pels of the CCMA asks why.
Today you are being forced to re-think how you interact with your customers.This is due to shifting market dynamics, recent innovations, and a new generation of consumers who expect enterprises to support customer service via a variety of touch points. You must adapt to meet these needs with strategies for creating brand loyalty and engagement. Savvy companies are implementing the key Dynamic Customer Engagement ingredients, with the aim of ensuring a holistic view of customers across all critical points of contact, and harmonising customer care goals with business goals. This white paper gives you a clear overview of the strategies you require.
This year marks the 20th Anniversary of the ATA, the peak body for the contact centre industry in Australia, and this occasion has provided an opportunity to reflect on the role contact centres have played over the years, to celebrate the position the sector now holds within Australia, and to forecast the industry's future within Australia and the Asia Pacific region.
A December 2008, Aberdeen survey shows that 31 percent of best-in-class organizations use speech analytics technologies. The increase in deployment of these technologies is driven by demanding customers who want faster services from call centre agents. Contact centres are under a lot of pressure to ensure customer satisfaction while reducing operational costs.
This paper addresses the topics and areas of uncertainty that are most common for organizations beginning to consider voice biometrics as a security option for their business. The goal is to inform, to provide insight as to the possibilities of voice biometrics, and to help decision-makers answer initial questions.
Dubai Financial Market has seen a significant growth in demand and a continuous increase in numbers of investors requiring a Stock Inquiry service. To meet this demand, Dubai Financial Market needed to ensure that callers could gain fast, easy access to stock quotes in a cost efficient way. They sought an effective business solution which addressed all of their immediate requirements including multi-lingual capability and deployment in a short timeframe.
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