Tag: CallMinerEureka

6 Major Components of the Modern Contact Center

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Digital Transformation has been going on around us for years. I personally don’t know anyone who has celebrated the completion of theirs. Why? Because it’s a dynamically evolving strategy. As long as technology advances, we must change with it. What

Is bigger better? Does size matter?

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I recently called into one of the premium satellite television services companies to cancel my account. I figured one of the largest contact centers in the country should be able to handle that with some amount of efficiency. It took

AVDS and Genesys Offer Avaya Replacement Program Special Promotion- PureBridge 2.0

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Genesys Pure Connect Premise and Cloud special pricing promotion. It’s time to replace your legacy contact center and secure an even greater return on investment. From now until Dec 31, 2018, Genesys is providing the following special pricing promotion for

Friday…loading…Happy Friday from AVDS!

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Another weekend is upon us. You’ve kicked butt and you’ve earned it. Team AVDS is wishing  you a great weekend full of family, friends, and fun. Rest assured, we’re always on the clock and always available to help. So take

How Automated Scorecards Improve Agent Performance and the Customer Experience

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Agents who stay motivated through proper coaching and training are your first opportunity to create a positive “moment of truth” for your customer. Using automated scorecards, you can drive agent performance by providing improved training and coaching. What is call

Zeroing in on Ideal Coaching Moments with Speech Analytics

Blog, Webinars

We all know spot checking or only listening to the worst ones is not a true test of how agents are doing. Some QA managers are only listening to 2 calls a week! Tomorrow! June 27th 1pm – 2pm EST

Zeroing in on Ideal Coaching Moments with Speech Analytics

Blog, Webinars

We all know spot checking or only listening to the worst ones is not a true test of how agents are doing. Some QA managers are only listening to 2 calls a week! When June 27th 1pm – 2pm EST

Zeroing in on Ideal Coaching Moments with Speech Analytics

Blog, Webinars

We all know spot checking or only listening to the worst ones is not a true test of how agents are doing. Some QA managers are only listening to 2 calls a week! When June 27th 1pm – 2pm EST

Educational Webinar – Ideal Coaching with Speech Analytics

Blog, Webinars

When June 27th 1pm – 2pm EST Featured Webinar Zeroing in on Ideal Coaching Moments with Speech Analytics We all know spot checking or only listening to the worst ones is not a true test of how agents are doing.

What you need to know to get your analytics strategy on track.

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How do you measure the success of your contact center? The short answer: Analytics. William Thomson, known as Lord Kelvin, was an Irish mathematical physicist in the late 1800’s. He was quoted as, “I often say that when you can