Call Center Analytics and Action http://metrics.net/blog Using Call Center Analytics, Speech Analytics, and Customer Experience Analytics to improve Call Center Agent and Company Productivity and Performance Wed, 09 May 2012 17:14:42 +0000 en hourly 1 http://wordpress.org/?v=3.3.2 Call Center Analytics and Action http://0.gravatar.com/avatar/a2c205ea5cdd0283f25c21c36cfb773f.png?s=48 http://metrics.net/blog When customer service terrorists strike! http://metrics.net/blog/2012/05/customer-service-terrorists-strike/ http://metrics.net/blog/2012/05/customer-service-terrorists-strike/#comments Wed, 09 May 2012 14:31:00 +0000 Dr. Jodie Monger http://metrics.net/blog/?p=4494 http://metrics.net/blog/2012/05/customer-service-terrorists-strike/feed/ 1 All you have to do is listen to your customers. http://metrics.net/blog/2012/05/listen-customers/ http://metrics.net/blog/2012/05/listen-customers/#comments Thu, 03 May 2012 13:13:25 +0000 Vicki Nihart http://metrics.net/blog/?p=4428 http://metrics.net/blog/2012/05/listen-customers/feed/ 0 Excellent customer service wins brand advocacy. http://metrics.net/blog/2012/05/excellent-customer-service-wins-brand-advocacy/ http://metrics.net/blog/2012/05/excellent-customer-service-wins-brand-advocacy/#comments Wed, 02 May 2012 17:21:08 +0000 Dr. Jodie Monger http://metrics.net/blog/?p=4443 http://metrics.net/blog/2012/05/excellent-customer-service-wins-brand-advocacy/feed/ 0 Agent desktop analytics delivers what CRM can’t http://metrics.net/blog/2012/04/insight-desktop-activity-analytics/ http://metrics.net/blog/2012/04/insight-desktop-activity-analytics/#comments Thu, 26 Apr 2012 13:01:43 +0000 JessAtt123 http://metrics.net/blog/?p=4406 http://metrics.net/blog/2012/04/insight-desktop-activity-analytics/feed/ 1 Do your customers fall into the ‘expectations gap’? http://metrics.net/blog/2012/04/customer-expectations-gap/ http://metrics.net/blog/2012/04/customer-expectations-gap/#comments Wed, 25 Apr 2012 14:12:01 +0000 Dr. Jodie Monger http://metrics.net/blog/?p=4408 http://metrics.net/blog/2012/04/customer-expectations-gap/feed/ 0 Text analytics makes the most of consumer data. http://metrics.net/blog/2012/04/text-analytics-consumer-data/ http://metrics.net/blog/2012/04/text-analytics-consumer-data/#comments Wed, 18 Apr 2012 17:13:28 +0000 Dr. Jodie Monger http://metrics.net/blog/?p=4387 http://metrics.net/blog/2012/04/text-analytics-consumer-data/feed/ 0 E-Commerce Times spotlights Text BI. http://metrics.net/blog/2012/04/e-commerce-times-spotlights-text-analytics/ http://metrics.net/blog/2012/04/e-commerce-times-spotlights-text-analytics/#comments Thu, 12 Apr 2012 13:42:32 +0000 Jim Rembach http://metrics.net/blog/?p=4345 http://metrics.net/blog/2012/04/e-commerce-times-spotlights-text-analytics/feed/ 0 Are your siloed call center processes increasing customer effort? http://metrics.net/blog/2012/04/siloed-call-center-increasing-processes/ http://metrics.net/blog/2012/04/siloed-call-center-increasing-processes/#comments Wed, 11 Apr 2012 13:47:05 +0000 Dr. Jodie Monger http://metrics.net/blog/?p=4349 http://metrics.net/blog/2012/04/siloed-call-center-increasing-processes/feed/ 1 You need skills-based routing for social media interaction management too. http://metrics.net/blog/2012/04/social-media-interaction-management/ http://metrics.net/blog/2012/04/social-media-interaction-management/#comments Wed, 04 Apr 2012 12:26:45 +0000 Dr. Jodie Monger http://metrics.net/blog/?p=4327 http://metrics.net/blog/2012/04/social-media-interaction-management/feed/ 0 Five landmines for CRM professionals to avoid http://metrics.net/blog/2012/03/landmines-crm-professionals-avoid/ http://metrics.net/blog/2012/03/landmines-crm-professionals-avoid/#comments Thu, 29 Mar 2012 13:00:53 +0000 Jim Rembach http://metrics.net/blog/?p=4276 http://metrics.net/blog/2012/03/landmines-crm-professionals-avoid/feed/ 0