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What-If, Cost Versus Service, and Variance Analysis

Tuesday, August 9, 2016 - 2:00pm
Let’s face it, a lot of what passes for contact center analysis is somewhat of a swag. Our analytic tools- mostly data analysis and an Erlang spreadsheet- are cumbersome, slow, infl...

Collect 2016

Sunday, August 21, 2016 to Tuesday, August 23, 2016
Join the Interactive Intelligence team and your industry colleagues for the 2nd annual Collect 2016 conference.  Spend three days learning, networking, and enjoying the beautif...
Special Event

The Four Components of a Great Workforce Process

Tuesday, September 27, 2016 - 2:00pm
It is pretty well known as a contact center best practice that the best workforce management process consists of solid forecasting, strategic planning, and scheduling/real-time mana...


Tuesday, October 4, 2016 to Friday, October 7, 2016
Location: Moscone - San Francisco, CA
Booth Number: TBD
Sponsorship: Bronze

Omnichannel Implementation Best Practices

WHY ATTEND? With the proliferation of digital channels and rising customer expectations, the stakes have been raised. Businesses that fail to provide consistent an...
Webinar - On-Demand

How to Optimize Multichannel Support

How to Optimize Multichannel Support   Smart customer service organizations know they must balance the needs of the customer with the needs of the em...
Webinar - On-Demand

Contact Center Collections Analytics

Contact Center Collections Analytics   Most collections shops are data intensive operations, and using modeling and analytics can greatly improve collections...
Webinar - On-Demand

Are Spreadsheets Consuming Your Planning Process?

Are Spreadsheets Consuming Your Planning Process?
  In a recent report, Ventana Research found that when it comes to contact center planning, reporting, and analysis 75%...
Webinar - On-Demand