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• Shaving seconds off the call center: Knoa’s EPM

  By Chris Bucholtz A decade ago, I was given the chance to interview Jackie Stewart , the three-time Formula 1 world champion and incredibly fast-talking Scottish television commentator. He was at HP Labs, purportedly to talk about new sensors for his... Published: Wednesday, April 08, 2009, 02:52 PM Tags: call center, Call Center Monitoring, Jackie Stewart, CRM Info, Knoa

• Getting IVR to understand there’s more than one way to ask a question

  By Chris Bucholtz Interactive Voice Response (IVR) is one of those things that seems great to people managing call center or service organizations but, all too often, seem terrible to callers. There have been many times when an IVR system has led me in... Published: Friday, March 27, 2009, 11:23 AM Tags: CRM Comments, call center, IVR, Conversive