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Lacking Visibility in Your Contact Center?


How to improve agents’ job satisfaction with Advanced Scorecards

Performance is key when reducing attrition and maintaining efficiency in your contact center, but oftentimes there is a disconnect between the executive vision and agent behavior. Luckily, Advanced Scorecards helps executives reach their goals along with improving agents’ job satisfaction by providing visibility into your contact center. But how can this be accomplished through just one application you ask?

Tutorial: Using the Network File System (NFS) to access large files from the Intel® Xeon Phi™ Coprocessor


In our previous series of overview articles about the Intel® Xeon Phi™ we looked at prerequisites, programming models, and the hardware architecture. In this tutorial we’ll show you some aspects of actually working with the device.  Specifically, we will highlight and examine an alternative data storage mechanism, which becomes very useful when dealing with large input or output files.

Why “Unified” Matters When Investing in Workforce Optimization Solutions

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The benefits of a unified Workforce Optimization (WFO) platform can be seen throughout the entire contact center. By creating a synergy between all WFO applications, a unified WFO helps to provide efficient and consistent customer service interactions with your customers.

3 Reasons Why You Should Invest in Your Customers

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Joel Richardson is the Vice President, Customer Service for Adtech Global

Did you ever think focusing on customer service for your existing customer base could be the
least costly, yet most impactful when it comes to increasing your organization’s revenue? According to Flowtown, the cost of acquiring a new customer is 6 to 7 times more than keeping existing customers.

How to be an Expert on the Customer Experience in Today’s Multichannel World


Regardless of the industry you work in, a happy customer is a loyal customer. But the ever-evolving mediums of communication have caused a change in the way businesses interact with their customers, engage with their audience and retain existing customers. The increasing number of channels for customer interactions creates challenges for businesses to keep customers satisfied.

Do You Know Why Customers Are Calling?


Republished from the Verint InTouch Blog dated February 11, 2014, with permission by the author, Dick Bucci, Principal, Pelorus Associates.

Contact center agents are trained to be courteous, but using a pleasant voice means little to an angry mother when an order with guaranteed delivery doesn’t arrive in time for her daughter’s birthday. In such cases, consumers usually join other dissatisfied customers in closing their accounts.

Case study: Using Intel’s Math Kernel Library (MKL) to offload Fast Fourier Transform (FFT) calculations to the Xeon Phi coprocessor

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In this article we take a look at one of the most important computational tools; the Fast Fourier Transform (FFT). FFTs often dominate a substantial percentage of the overall computing time. That is why several highly optimized libraries exist, tuned for maximum computational efficiencies and on various hardware platforms. Especially for porting applications to ever emerging and growing many-core architectures, the development process can be accelerated by making use of these high-performance vendor libraries. In this study, we examine the offloading of FFT calculations to the Xeon Phi coprocessor using Intel’s comprehensive Math Kernel Library (MKL). The key properties of the accelerator hardware platform are shown in table 1.

Feelin’ the Love this Month: Why Workforce Management Matters!


The small details and benefits that come along with contact center software can often be overlooked, but don’t fear! During our “Month of Love” blog series, we have featured the most compelling and important parts of your contact center that make you love and appreciate it even more.  In the first blog of the series we learned that although agents in a contact center can sometimes be underappreciated, they can also be one of the most influential components to success and it is imperative to manage their skills, time and performance.

Feelin’ the Love This Month: How Quality Monitoring Can Transform Your Contact Center

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During our “Month of Love” blog series we’ve taken a look at why agents in your contact center should be appreciated and how Speech Analytics can improve the way your contact center runs.  What is the one application, however, that holds these two together to ensure your contact center is maintaining appropriate practices and procedures? Well, it’s the application that’s been used since the beginning of contact center recording technology: Quality Monitoring. But what makes Quality Monitoring arguably the most imperative application still today?

Feelin’ the Love this Month: Why We’re All About Speech Analytics & You Should Be Too!

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As we continue with our “Month of Love” blog series, it is important to recognize the many features and business insights your contact center applications have to offer. Arguably, one of the most important, often overlooked pieces of technology in the contact center is Speech Analytics.

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