Archive for Business Intelligence

Be Mindful of These Customer Experience Statistics

Customer Experience Statistics to keep in mind throughout 2012: US consumers prefer to resolve their customers’ service issues using the telephone (90%), face to face (75%), company website or email (67%), online chat (47%), text message (22%), social networking site (22%) Source: American[...]

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Speech Analytics Expected To Surge in 2012

Speech analytics and Web chat are the contact center technologies that will experience the highest rates of growth in 2012, according to research from contact center industry analyst firm ContactBabel According to ContactBabel’s "US Contact Center Decision-Maker’s Guide 2012," speech[...]

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