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Contact Center 2013: The Hub of Customer Interaction

As 2012 comes to a close, many of us are thinking about what might lie ahead in 2013. What’s my prediction? In 2013, the market will feel the impact of simplified analytics solutions as customers begin to master analytic processes and measure results. Contact centers will become an increasingly valuable resource as the hub of […]

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4 Steps to Increase the ROI of Your Call Recording Software

Call recording has significantly evolved since first introduced to the contact center industry. Solutions have advanced to be essential and active initiatives inside of businesses seeking to strengthen customer satisfaction, adhere to regulations, reduce customer call disputes and effectively monitor compliance. As the applications have become more mission critical, however, the complexity of key underlying […]

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Finding Simplicity in Big Data

Big Data is top-of-mind for many of us in the information technology sector because it presents a big challenge and a greater opportunity. IDC estimates that each year the digital universe creates and replicates 1.8 zettabytes of information—that’s 1.8 trillion gigabytes. In order to extract the value that lies within this data, businesses must adopt […]

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The Impact of Mobility on the Consumer

The impact of mobility on the consumer population has been tremendous. The capability to provide information to large populations instantaneously is a revolutionary development in society. Consumers are now able to communicate in real time by choice (using voice, video, chat/IM, social media, etc.). However, I don’t think we have seen this revolution in the […]

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