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Patrick Hogan

What is Relationship Intelligence Data?

What is Relationship Intelligence Data?

Whereas business intelligence data focuses on elements that are company-centric, relationship intelligence data (RID)—a subset of customer intelligence—puts importance on the relationship between the company and its customers. Instead of tracking performance metrics such as lead response time or average call handling time, RID includes statistics that are unique only to the customer: number of … Continued

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3 Strategies to Aid in Retaining Call Center Employees

3 Strategies to Aid in Retaining Call Center Employees

Call centers are virtual or physical operations with a primary organization where a group of managed individuals spend the majority of their time conducting business via the telephone, often within a computer-automated environment. However, call centers aren’t what they used to be. Customer Relationship Management is all the rage. To foster growth and loyalty, you … Continued

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What is Voice Marketing Automation?

What is Voice Marketing Automation?

Voice marketing automation or voice-based marketing automation (VBMA) is a blanket term that encompasses software that automates the gathering, execution and measurement of data from voice-based communications. Basically, VBMA is like traditional marketing automation but it uses and is centered around telephony-specific functions and data. Why More Automation is Always a Good Thing In 2012, … Continued

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