Translate
Home
Articles
Hints and Tips
Customer Experience
Employee Engagement
Service Strategy
Management
Skills
Life
Planning
Quality
Technology
Technology
Insights
AI
Analytics
Contact Centre Software
CCaaS
Headsets
Knowledge Management
WFM
Quality
Voice of Customer
Video
Video
Recorded Webinars
Resources
Resources
Reports
Research
Hints & tips
Directory
Webinars
Recorded Webinars
Definitions
Newsletter
Webinars
Webinars
Recorded Webinars
Events
Tools
Tools
Erlang Calculator
Forecasting
Multi-Channel Calculator
Cheat Sheets
Dashboard Template
Schedule Adherence
Call Monitoring Form
Jargon
Erlang
Erlang Calculator
Erlang Calculation
Erlang Formula
Excel Calculator
Online Calculator
What is an Erlang?
Insights
Industry Insights
Latest News
Events
Case Studies
Videos
Webinars
Forum
LinkedIn Community
WFM
WFM
Planning
Forecasting
Scheduling
IntraDay
Erlang
Directory
News
Events
Events
Webinars
Recorded Webinars
Advertise
Advertise
Media Pack
About Us
☰
Try one of these Pages
Something has gone wrong and the page you're looking for may have moved.
Try searching the database
Related articles
14 Best Practices for Maximizing Your Service Level
Our panel of experts share their favourite ideas on how to improve service level and meet targets in the contact centre...
Read more...
What Is Automated Speech Recognition?
What Is ASR? ASR stands for automated speech recognition. It is an AI-powered technology that converts spoken human spee..
Read more...
How Can Your Organization Use Speech Recognition?
Kathy Brigham of Voci Technologies discusses how speech recognition technologies can clear up communications. One of the..
Read more...
19 Reasons Why Collecting Customer Feedback Is Important for Your Organization
Our panel of experts discuss the value of collecting customer feedback, while sharing how to best use key customer insig..
Read more...
Word Spotting vs. Phonetic Search vs Speech Recognition
We explore the differences between word spotting, phonetic search and speech recognition. Functionality A customer defin..
Read more...
The Top Five Uses of Speech Recognition Technology
Looks at the most popular speech recognition applications for where voice recognition devices are used. Deals with spee..
Read more...
Combining Speech Analytics With Speech Recognition
Greg Spurrier of Voci Technologies shares two key questions for you to consider if you’re looking at speech analytics ..
Read more...
Maximizing Customer Insights With Analytics
Every customer communication with your organisation produces data. Over the course of an hour, day, week, month or year,..
Read more...
What to look for when buying speech recognition technology
This month, we’ve asked three key vendors – Fluency Voice Technology, Nuance and VoxGen – for their advice on spee..
Read more...
The ROI on Automated Quality Management for Contact Centres
Tatiana Poly at MiaRec looks at how to calculate the ROI on automated quality management for contact centres, and provid..
Read more...
Is Your Organization Ready for the AI Revolution?
An AI-Driven Future Has Arrived AI was a bold idea, then a niche technological interest, and then – in what seemed lik..
Read more...
Maximizing the Benefits of Voice In Customer Service
Diabolocom discuss how you can optimize contact centre calls, before sharing their thoughts on the future of the voice c..
Read more...
What Is Customer Journey Analytics and How Can It Benefit Your Organization?
We define customer journey analytics and examine how it can be such a powerful tool in terms of improving customer exper..
Read more...
Maximizing CX in the Omnichannel Era
The transition from traditional call-based centres to diverse, omnichannel contact centres is here to stay. Omnichannel ..
Read more...
What Is Speech Recognition Software and How Is It Being Used by Contact Centres?
We define speech recognition software, before our panel of experts discuss how it is being used in contact centres. What..
Read more...
Contact centres hang up on speech recognition
Contact centres have given a big thumbs-down to speech recognition, according to an IVR survey carried out by Call Centr..
Read more...
Power Your Contact Centre With Speech Recognition
Consumers are increasingly used to speech recognition technologies when shopping online, searching for information, or s..
Read more...
How to Get the Best From Your Speech Recognition System
Rahul Shankar of Voci Technologies discusses audio quality, word error rate and how to get the best from your speech rec..
Read more...
Maximizing the Goldmine of Insights
Tom Goodmanson, president and CEO at Calabrio, explores maximizing the goldmine of insights from a brand’s first t..
Read more...
Editor's Pick
21 Tips to Make Your Customers Feel Truly Valued
Top 10 Use Cases for Speech Analytics
How to Improve Forecast Accuracy
5 Things Creative Leaders Do Differently
Latest Resources
Guide: Work From Home vs Return To Office
White Paper: How to Operationalise AI Workflows in the Contact Centre
Upcoming Events
Advancing CX With GenAI-Powered Innovation – Webinar
Tue 02 Apr 2024
Introducing EnghouseAI – Practical AI for Smarter CX – Webinar
Thu 04 Apr 2024
Latest Insights
How Did Remote Work Revitalize Collaborative CX?
5 Signs You Need a VoiceBot
Featured Articles
21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service
The Key Elements of a CX Lifecycle and Ways to Improve It
What is Attrition Rate and How to Calculate It
The Top 10 Call-Closing Statement Examples
Popular Pages
The Ultimate List of Positive Words, Phrases, and Sentences to Brighten Your Customer’s Day
The Top 50 Words to Describe Yourself on Your CV in 2024
Contact Centre Dashboard Excel Template
Alpha, Bravo, Charlie… What is the Phonetic Alphabet and How Does it Improve Call Centre Service?