• New analytics approach may make better use of social ‘big data’

    The use of connections in topological data analysis may help the crunching of social media data, according to consultant Denis Pombraint.

    DenisP440 pointsBadges:
  • Speech analytics to take off in 2005

    Advances in areas like emotion detection and word spotting could cause a spending surge in call center quality management technology.

    Barney Beal5,165 pointsBadges:
  • The pros and cons of real-time speech analytics to monitor agents

    Expert Lori Bocklund weighs in on using real-time speech analytics to monitor your agents.

    LBocklund90 pointsBadges:
  • Petco looks to save the abandoned

    Petco combines Web site analytics with email marketing to solve cart abandonment problems.

    Barney Beal5,165 pointsBadges:
  • Speech analytics is worth the pain

    Expert Donna Fluss discusses the benefits of using speech analytics in the contact center and other areas of business.

    DFluss545 pointsBadges:
  • When should you outsource customer analytics?2

    IBM recently rolled out a Voice of the Customer program to help companies analyze customer data, but outsourced analytics isn't right for everyone, according to some analysts.

    Barney Beal5,165 pointsBadges:
  • Analytics promise continuation of strong holiday online retail sales

    In an effort to maintain momentum of a strong online holiday shopping season, retailers turn to analytics, as well as customer service.

    Barney Beal5,165 pointsBadges:
  • Applix presides over marriage of planning and analytics

    Abbott and Costello. Peanut butter and jelly. Lennon and McCartney. Some things just go together naturally. Applix Inc. is hoping that business planning and CRM analytics are just such a combination. At the DCI CRM Conference & Expo, the software maker released details of a new platform that...

    Jhogan800 pointsBadges:
  • Measure contact center analytics across channels, have happy customers

    By using customer experience management applications to measure how contact center agents interact with customers, companies can assess how well each channel is doing.

    ITKE350,945 pointsBadges:
  • SAP restocks its analytics arsenal

    SAP says its "wealth of transactional data" will enable companies to really benefit from the new analytics capabilities released Monday in mySAP CRM 4.0.

    Barney Beal5,165 pointsBadges:

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