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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, […]

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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 […]

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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 […]

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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 […]

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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 […]

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What are Interaction Analytics?

Definition of Interaction Analytics: Interaction analytics begins 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 […]

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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 […]

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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 […]

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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 […]

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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, […]

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