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Managing Compliance Management in the Contact Center

This is a guest post by Paul Stockford, President and Chief Analyst at Saddletree Research in Scottsdale, AZ. At the moment, I can’t think of very many industries that


What You Need to Know to Climb the Big Data Beanstalk

Understanding the Basics You can run, but you definitely can’t hide from the term “big data” these days.  Like everyone else, lately I’ve been inundated

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Why doing Performance Management without Interaction Analytics Feels like a Wild Goose Chase

Blog Editor’s Note:  The next three weeks will be a series of three blogs, written from the perspective of how supervisors and agents are affected


Why Interaction Analytics is a C-Suite Topic

Is the topic of Interaction Analytics of genuine interest to executives? Think of your own top team for a second. Although they may have mastered

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