Articles by Dave Bethers
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Is Big Data The New Gold Standard For Call Centers?
4/12/2016
It seems Big Data and analytics are stealing headlines day after day. Although they have become quite the buzzwords as of late, call centers around the world are finding Big Data and analytics to be somewhat elusive. Why? Because when a company adopts a new service, it usually requires an initial definition of what success or efficiency means. This definition becomes the gold standard of baseline metrics. The one factor that seems to hold call centers back from leveraging this useful business tool is quite simply — change.
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Born In The Cloud: The Next Generation Of Call Center Technology
10/5/2015
As more and more companies are shifting gears and jumping on board with cloud technology, the contact center industry is making the switch as well. Cloud computing technology has made it possible for call centers to forego the need to increase staff numbers and the routine headaches that are all too often associated with hardware and software (we’ve all been there).