Voices of CRM:

analytics

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June 4, 2010  7:28 PM

Reflections on the Text Analytics Summit



Posted by: Barney Beal
analytics, text analytics, voice of the customer

I spent an afternoon at the Text Analytics Summit in Boston recently. While the technology remains a small market with some niche applications, each year it seems there are more and more use cases. The most compelling (for us here at SearchCRM.com anyway) come from using text analytics to fuel...

April 13, 2009  6:32 PM

Is now the time for contact center spending?



Posted by: Barney Beal
analytics, call center software, contact center

Donna Fluss is bullish on the future of contact center analytics applications. I spoke with the president of DMG Consulting last week about her recent report, which identifies two new markets in contact center technology -- customer experience analytics (CEA) and desktop analytics (DA). Fluss...


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