In the mature US and UK markets, the effects of offshoring and saturation at the high end mean that call centres in the sub-100 agent size-bracket are the areas most likely to experience any significant growth in IP usage at present.
Analytics is about getting stuff out of the information that they didn't know before," he warns. Nevertheless, applying analytics to IT logs can provide useful insights, says Frank Buytendijk, vice president of corporate strategy at business...
Other witnesses, including a representative from the consumer privacy group Electronic Frontier Foundation and a researcher from University of California at Los Angeles, called for limits on the use of RFID and a technology assessment by...
None of the screens are closed down but there is less keyboard and mouse activity and it looks as though a larger percentage of imaginations have been captured. I think an interest and comprehension indicator based on audience voting or keyboard...
Because with the possible exception of the initial contact at the point of sale, the call centre is the principle point of interaction between customer and enterprise. A bit of a no-brainer but it seems to me that in the private sector considerable...
Problems can be identified before they become critical and efficiencies can be garnered into greatly improved margins. Having the right tools means banks have the option of running analytics in a real-time operating environment without affecting...