interactive intelligence

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Published By: Interactive Intelligence     Published Date: Feb 26, 2013
Utility outages are inevitable. How utilities communicate with the customers who are personally impacted by the outage has the potential to be a relatively positive or an incredibly negative experience. Learn about customer communications via social.
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utlity outages, communications, social, best practices, negative experiences, interactive intelligence, knowledge management, enterprise applications
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Feb 27, 2013
This paper examines 3 major elements of WFO: Analytics, Quality Management and Workforce Management, and discusses how and where to incorporate them into your strategic plan.
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workforce optimization, customer satisfaction, loyalty, competitve advantage, hiring plan, interactive intelligence
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Feb 27, 2013
In this white paper, learn about the advances in decision techniques that are at the center of contact center enterprise analytics. Learn how computers shouldn't replace people as decision makers, rather, aid us in decisions that are hard to make.
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contact center, enterprise, analytics, advances in decision technologies, decision makers, strategies in decision cycles, computers ai, knowledge management
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Feb 27, 2013
Leading contact centers are moving towards flexible plans to improve contact center performance. In times of significant business change, the financial plan and, for contact centers, the operational plan needs to also change and be flexible.
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contact ceter planning, agility is key, adaptive, changing, interactive intelligence, early planning, adaptive planning, enterprise applications
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Feb 27, 2013
Contact centers are obviously human-powered operations, and nothing is more core to the proper function of the operation than determining how many center agents are needed for a certain volume of contracts and more. Find hidden costs by reading more.
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cost hidden, contact center plans, cutting costs, interactive intelligence, organization, contact center, knowledge management
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Feb 27, 2013
Improve your customer strategy with workforce optimization by reading this white paper -- learn through 10 key questions in which you can find all the answers you need on improving your customer strategy.
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improving customer strategy, interactive intelligence, optimization, 10 key questions, benefits, customer strategy, knowledge management, data management
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Feb 27, 2013
Workforce management is more than just software, It requires a large amount of process definition and organizational consideration. These considerations are critical to the success of any workforce management program -- read on to learn more!
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workforce management, more than just software, interactive intelligence, organizational consideration
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Feb 28, 2013
Representatives from the debt collection industry make billions of contacts with consumers on behalf of creditors every year. With compliance being necessary -- this paper will explore critical sites of outbound calling compliance.
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outbound calling, calling compliance, fdcpa, debt collection industry, compliance tips and suggestions, hot button issues, interactive intelligence, knowledge management
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Feb 28, 2013
Driving to one percent - In this series, we view this phenomenon from a business perspective and how seemingly minor additions, deletions, or shifts can reap substantive results.
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driving to one percent, call analysis, answering machine detection, interactive intelligence, fdcpa compliance, knowledge management, enterprise applications
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Feb 28, 2013
In this white paper series, on TCPA, from ARM.com, Latitude Software, and Interactive Intelligence, we asked collection industry attorneys David Kaminski and Anita Tolani to weight in on different aspects of technology for TCPA compliance.
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tcpa compliance, telephone consumer protection act, compliance, interactive intelligence, knowledge management, enterprise applications
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Feb 28, 2013
Are your collectors FDCPA-compliant when they're on the phone with consumers? There are many options available to call centers and collection agencies. In this white paper, we get through the thoughts and opinions and various voices in the industry.
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better hiring, better work environment, better quality management, fdcpa compliancy, better hiring, better quality management, knowledge management, enterprise applications
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Feb 28, 2013
In an effort to help receivables management companies achieve compliance with federal and state laws and regulations, Interactive Intelligence queried a group of ten ARM industry professionals about the future trajectory of compliance issues in 2012.
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debt collection, compliance, 2012, interactive intelligence, debt collection compliance, arm, interactive intelligence, knowledge management
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Feb 28, 2013
Why industry best call analysis matters -- Case studies highlighting the latest disruptive technology for the collections and telemarketing industries from Interactive Intelligence.
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business as usual, how much is it costing you, telemarketing industries, interactive intelligence, case studies, knowledge management, enterprise applications
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Sep 11, 2013
The customer service contact center thrives on performance metrics. These metrics provide operational insight into the efficiency of the customer service process, including how effectively customer service representatives are performing their duties — as well as how well customers are being served. Many performance metrics are as old as the contact center industry itself and are still in widespread use today. The purpose of this paper is not to disparage existing contact center performance metrics or to suggest that these metrics no longer matter. The authors acknowledge that the metrics that matter to the reader’s contact center are the ones that make sense in that particular situation. Rather, this paper explores some of the emerging metrics that specifically acknowledge and address the changing attitudes, objectives and definition of the contemporary contact center.
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contact center metrics, interactive intelligence, contact centers, industry, representatives, performance metrics, customers, customer service process
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Sep 11, 2013
Cloud communications provide myriad benefits for organizations, including speed of deployment, the ability to future-proof infrastructure and applications, business continuity, predictable monthly payments, and many more. Most organizations turn to the cloud in order to cost-effectively access enhanced capabilities while eliminating the complexity of deploying and managing premises-based solutions. Cloud-based contact center solutions offer additional benefits, notably the ease of adding or removing agents as needed based on fluctuating or seasonal traffic, ease of deploying remote or at-home agents, and ease of adding multi-channel services.
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interactive intelligence, contact centers, organizations, deployment, cloud, solutions, seasonal traffic, infrastructure
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Sep 11, 2013
Contact centers have long played a vital role in the insurance industry. Prospects and customers use them to get product information and quotes and then submit applications. Insurance agents and advisors rely on contact centers to tap into expertise and handle business and technical issues. Policyholders and members make inquiries or changes to their policies, or conduct financial transactions. Claimants call in to report accidents and check on the status of their claims. The list could go on, but the meaning is clear. Contact centers are major contributors to many key parts of the insurance business, especially the parts that require direct interaction with customers or agents. As a result, contact centers now play a critical role in an insurer’s journey toward becoming more customer-centric.
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interactive intelligence, contact centers, insurance industry, prospects, customers, product information, quotes, members
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Jan 17, 2014
Learn about how the expanding guidelines for compliance have changed and how compliance has never been more relevant within the Accounts Receivable Management (ARM) industry.
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compliance, cloud solutions, interactive intelligence, customer support, workforce management, data solution, customer experience, business process automation
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Jan 17, 2014
Learn the performance “metrics that matter” for the contemporary contact center, as the definition of efficient customer service evolves.
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contact center, strategic planning, budgeting tools, customer experience, big data, budgeting tools, workforce management, data solution
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Jan 17, 2014
Learn the significant benefits of flexible cloud solutions and key criteria for selecting the right business partner.
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cloud solutions, interactive intelligence, flexible cloud, customer support, workforce management, data solution, customer experience, business process automation
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Jan 17, 2014
Learn about how your contact centers are a world of innovative and intricate technology and how with the right analytical tools you can maximize your organization’s potential by optimizing your customer’s experience.
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planning tools, budgeting tools, strategy, cloud solutions, interactive intelligence, customer support, workforce management, data solution
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Jan 17, 2014
Learn how to ensure a positive customer experience outcome by establishing a reliable business process automation (BPA), which will support your customer’s personalized interactions and adapt to changing conditions in the marketplace.
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process automation, interactive intelligence, multichannel technology, intelligent process, business process, decision services, communications intelligence, customer interactions
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Jan 17, 2014
Learn how technology can be the key to responding to the aging utility workforce and how the right system can increase overall operational efficiency.
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workforce, utility, labor force, employees, utilities, interactive intelligence, utility workforce, business process
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Apr 23, 2014
To put it carefully, certain technology decisions at the federal level since 2002 have been questionable. But citing new “Cloud First” policies for implementations in government contact centers, data centers, and federal agencies, cloud initiatives are now showing value by way of cost reductions and broader functionality. Abdo Rabadi of Blue Kite Consultants and Mechele Herres of Interactive Intelligence say even more benefits of the cloud await. Read how the federal government can best achieve them.
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interactive intelligence, cloud communications, cloud, cloud solutions, government, cloud providers, business process automation, contact center
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Apr 23, 2014
In a contact center environment, real-time analytics provide the live information needed to respond to difficult situations before a customer, a sale, or an opportunity is lost. Scott Bakken and David Patchen from MainTrax and Brandon Rowe from Interactive Intelligence discuss how real-time analytics help your business operate at optimal levels and experience increased growth and reduced costs.
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interactive intelligence, real time speech analytics, contact centers, data centers, real time analytics, productivity, revenue, retention rates
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Apr 23, 2014
If a contact center executive could have anything, it would be certainty… of contact demand, resource availability, operational efficiency, and of agent performance and customer experience delivery. But certainty in a contact center is nearly impossible, and in the absence of a crystal ball, mathematical models provide the next best thing. They alert, evaluate operational risk, and propose business and resourcing solutions. And now, the best of these models also determine expected experience delivery.
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interactive intelligence, contact center, customer service, customer experience, cost, revenue, telecom, it management
    
Interactive Intelligence
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