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The Customer Experience Ecosystem


How to drive differentiation through contact center software 

We’re not loyal to what satisfies us, we are loyal to what we love. If you ask your average customer why they love your organization what would they say? In order to create the perfect customer experience, you can invest in contact center software to drill down into customer interactions to drive differentiation and increase customer retention.

Top 3 Reasons Why You Should Use Speech Analytics


Speech Analytics has become one of hottest applications in the contact center industry today. Not only does it give you the ability to glean insights into your contact center to enhance customer service levels, it also enables you to save hundreds of thousands of dollars on operational costs and discover the root cause of customer service calls in the first place.

Four Pillars of a Successful VoC Program


Over the past few years, Voice of the Customer (VoC) analytics programs have changed dramatically to help organizations adapt to the shift in customer interactions. Through applications like Speech and Text Analytics, you can build a VoC program that connects with your customers through multiple channels by listening, gathering and using that information in a timely matter to improve customer interactions.

What Has More Impact - Improving Processes or People?

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Republished from the Verint InTouch Blog dated June 23, 2014, with permission by the author, Mary Lou Joseph, Senior Marketing Manager, Verint Systems.

Recently, I was speaking to a customer about their enterprise-wide operational excellence improvement initiative. They broke down their approach into three phases:

Speech Analytics - Is the SMB Market Finally Ready?

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As an exhibitor at the 15th annual Call Center Week tradeshow in Las Vegas last week, Adtech Global was proud to exhibit with our newest cloud partner, 3CLogic. Call Center Week was full of various industry trends and insights, but there was a buzz and interest in Speech Analytics within the small/ medium business (SMB) space. Speech Analytics, a historically high-investment solution, hasn’t always peaked the interest of SMBs because of its reputation as a solution requiring resources, time and a large upfront investment.  However, with the introduction of Speech Analytics as a cloud solution, that isn’t the case anymore. 

How Workforce Optimization Leverages Actionable Insight


As a master distributor and professional services provider for the Verint Workforce Optimization (WFO) solution, Adtech Global sponsors and exhibits at the Verint Driving Innovation Conference each year.

If You Don’t See the Value in a Project Manager, You Will Now


The hidden value a contact center project manager has on your Workforce Optimization implementation.

The road to a successful Workforce Optimization (WFO) implementation is paved by a step-by-step methodology followed by an experienced team. But what happens when you don’t have a project manager to follow that methodology or manage the day-to-day operations of your WFO implementation?

Need a Refresher?


How refresher training can increase customer service levels and ROI in your contact center.

Contact centers have one of the highest turnover rates of any industry. High turnover rates in the contact center not only cost companies thousands of dollars each year, but put a strain on management to properly train new staff in an appropriate timeframe and maintain customer service levels.

The Megaphone of the Voice of the Customer

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How to retain your existing customer base through Speech Analytics

Do you ever wonder what your customers are thinking? Or, maybe you’re unsure how to turn your customer recordings into actionable insight without listening to EVERY call? According to Inc., if a business can retain all of its customers for four months, they can create double-digit growth without adding a single customer.

The Customer Revolution: Starting with the Contact Center Agent

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Last week the Adtech Global team was on the road again – this time in San Diego, CA. at ICMI’s Contact Center Expo & Conference!  The theme, “Customer Revolution” was apparent not only in the expo hall, but also in the sessions where speakers touted the ability of technology to truly revolutionize the customer experience.

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