Tell Us About Yourself

The Most Important Algorithms for Marketing Data Analysts to Understand

Algorithms matter little to the average consumer, working behind the scenes of the technology and social platforms they use every day (Facebook, Google, etc.). To marketers, though, they matter a great deal, playing the deciding role in how visible a brand’s content is to the target audience, how relevant the products recommended are to a […]

Read More

What are Database Marketing Metrics?

Definition of Database Marketing Database marketing refers to the use of a database of contacts, customers, or calling lists that are leveraged for marketing or business purposes. Maintaining a database of contacts enables contact centers to add and remove calling list records, eliminate duplicate contacts, create unique identifiers for contacts to ensure accuracy and consistency, […]

Read More

What is Deep Learning & Marketing Technology? Definition, How It Works, Best Practices, and Benefits of Deep Learning & Marketing Technology

Definition of Deep Learning & Marketing Technology Deep learning refers to the algorithm-based machine learning techniques that are used to process data. The inspiration for deep learning comes from the human brain which is comprised of neural networks. Deep learning technology uses multiple layers – just like the neural networks in our brain – between […]

Read More

Top Marketing and Analytics Podcasts: 50 Informative, Entertaining Podcasts on Marketing and Analytics from the Most Influential Podcasters and Industry Experts

Podcasts have made a splash in the online world, and millions of downloads are made every week. In fact, many consider podcasts to be an essential educational resource for personal and professional development, making it easy to get productive use out of the time you spend in the car or on the train for the […]

Read More

What is Average Handle Time? Challenges, Examples, and Best Practices for Improving AHT

Definition of Average Handle Time Average handle time, or AHT, is an important call center metric. In the simplest terms, AHT is the average time it takes to handle a call or transaction from start to finish – from call initiation, to hold time, to talk time, and all the way through to any related […]

Read More

The 50 Best Debt Collection Blogs

Debt collection is not easy. Agents encounter tricky situations on a daily basis where they must try and bring the call to a successful conclusion and simultaneously behave in a fully compliant manner. Companies need to keep on top of the latest trends in debt collection and provide their agents with the tools they need […]

Read More

What are Interaction Analytics?

Definition of Interaction Analytics Interaction analytics begin with raw data – multichannel interactions, such as chat transcripts, social media posts, recorded contact center calls, SMS, emails, and other – and transforms it into structured data that can be sorted, filtered, searched and analyzed to better understand your customer interactions and customer satisfaction. Notably, interaction analytics […]

Read More

ROI from your investment in speech analytics? Absolutely!

While recent data show there is a growing and pronounced trend in the deployment of speech analytics to improve overall contact center performance and compliance, recent market penetration data shows that over 60% of US based contact centers have still not implemented a speech analytics solution. Organizations polled cite two main reasons for their reluctance […]

Read More

The Top 50 Marketing Analytics & Data Analysis Certifications & Courses

The volume of data that companies deal with today is absolutely huge. In fact, more data has been created in the past two years than in the entire history of the human race. However, only about 0.5% of that data is ever analyzed. Big Data represents a major opportunity for companies to turn all this […]

Read More

What is Contact Center Efficiency?

Definition of Contact Center Efficiency Call center efficiency is the technical implementation of a simple necessity – supporting your customers. If your business has a call center (or even an online chat box), chances are you’re concerned about performance: How do customers interact with your call center? Are they satisfied? Or, are they running for […]

Read More

Top Debt Collection Conferences and Events: 50 Informative Events for Debt Collection Professionals to Stay on Top of Industry Regulations, Trends, and Best Practices

Debt collection is an in-the-trenches, no-love industry, which means that debt collections professionals often felt hung out to dry, like they have little support in the business world. But you need support. The debt collection industry is always changing and ever-evolving. Laws related to consumer credit, creditors rights, and collections are constantly under revision. Tools, […]

Read More

What is Business Intelligence? How it Works, Best Practices, Tips, and More

Definition of Business Intelligence Business intelligence is an umbrella term that refers to the tools, processes, and infrastructure used by companies to identify, analyze, and access key business information. Companies today leverage business intelligence software to pinpoint and extract valuable insights from the large volumes of data they store. Business intelligence tools and systems are […]

Read More

46 Marketing Pros and Customer Experience Experts Reveal the Most Important Considerations for Businesses When Getting Started with Customer Journey Mapping

Customer journey mapping is an important step in gaining an understanding of how your prospects and customers interact with your company from the initial contact to engagement, purchase, and beyond. But in the age of digital media, there are myriad channels through which a prospect can be introduced to a new business, various points through […]

Read More

What is First Call Resolution? Benefits, Challenges, Examples, & Best Practices for Improving FCR

Definition of First Call Resolution First-call resolution (FCR) is an important contact center metric and element of customer relationship management (CRM). The term is self-explanatory: a contact center’s ability to resolve customer problems, questions or needs the first time they call, with no follow-up required. FCR not only helps gauge customer satisfaction – the higher […]

Read More

41 Marketing and Sales Experts Reveal the Most Under-Utilized Way to Capture the Voice of the Customer and How to Better Leverage It

Capturing the Voice of the Customer (VoC) is widely regarded as one of the best methods for gaining insights into customer preferences, requirements, and feedback about a product, service, or company as a whole. These insights are valuable to businesses seeking to boost customer satisfaction, develop new products and services in line with customer demands, […]

Read More

What is the FDCPA Fair Debt Collection Practices Act? Definition, Tips, Best Practices, and Compliance Challenges of the FDCPA

Definition of the Fair Debt Collection Practices Act The Fair Debt Collection Practice Act (FDCPA) is a federal law approved in 1977 that legally protects debtors from abusive, threatening, and unfair debt collections performed by third-party debt collectors. The act applies to what would be considered consumer debts – those debts accrued for personal, family, […]

Read More

ACI Partners with CallMiner to Deploy Speech Analytics Company wide

This post originally appeared here: http://www.americancoradiusinternational.com/2017/03/aci-partners-callminer-deploy-speech-analytics-companywide/ American Coradius International LLC (www.acillc.us), a leader in 1st and 3rd party debt collection services, has partnered with Massachusetts-based CallMiner to launch CallMiner Eureka Speech Analytics companywide. CallMiner will be deployed across nearly 200 seats, 2 delivery centers and over 20 client relationships. This partnership will allow ACI to leverage […]

Read More

What is the Telephone Consumer Protection Act (TCPA)?

A Definition of Telephone Consumer Protection Act The Telephone Consumer Protection Act (TCPA) was enacted by Congress in 1991 to restrict telemarketing calls and the use of automatic telephone dialing systems and artificial or prerecorded voice messages. In 1992, the Federal Communications Commission (FCC) adopted rules for implementing TCPA and included a requirement for organizations […]

Read More

Are you ready to deliver next generation customer experience through an Omnichannel Contact Centre?

Post by: Frank Sherlock, VP, International, Sales It is safe to say that it’s now well past the time to call ‘omnichannel’ just a buzzword. I just attended the CCW 2017 Conference (https://www.ccweurope.com/) and the main theme:  NextGen Customer Contact: Delivering a connected customer journey through digital and omnichannel, seems to confirm this notion.  Consumers expect more […]

Read More

100 Call Center Management Tips: Expert Insights and Advice for Hiring and Training Call Center Agents, Motivating and Engaging Your Team, Workforce Management, Technology, the Metrics That Matter, and More

Managing call centers today involves much more than scheduling agents to staff the phone lines. Working as a call center agent is a stressful endeavor, and it’s up to you as a manager to cultivate a positive working atmosphere, foster a sense of ownership, and motivate your team to succeed. Of course, technology advances now […]

Read More