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So far xentrax has created 7 blog entries.

Part 5 of our 5 part series “Making Your Call Center Relevant”

By | February 22nd, 2017|Categories: News|

5 – Winning!  The Payback.                    In the 2002 movie, The Minority Report, Steven Spielberg shows us what mass personalization advertising will look like in the year 2054.  John Anderton (played by Tom Cruise) walks through the concourse of a building where cameras perform a retinal scan of all passersby.  In real time, the “intelligence” behind the [...]

Part 4 of our 5 part series “Making Your Call Center Relevant”

By | February 22nd, 2017|Categories: News|

4 – Navigating Common Landmines   While there are a wealth of benefits, crossing multiple compliance, optimization and revenue generating metrics that justify the deployment of Interaction Analytics – which we will discuss in the next part of this series – there are also ample examples of failed deployments from which we can learn from and [...]

Part 2 of our 5 part series “Making Your Call Center Relevant”

By | February 21st, 2017|Categories: News|

2 – Mining for Gold According to Gartner Research Study, companies will spend approximately ten percent of their revenues on marketing.  That’s a significant spend, but do we know how effective this has been?  John Wanamaker, an American merchant and pioneer in developing Department Store retailing from the late 19th century, famously said that “half of [...]

Part 3 of our 5 part series “Making Your Call Center Relevant”

By | February 21st, 2017|Categories: News|

3 – Cracking the Code   In the previous installment of this series, we talked about how the data in itself is not the answer.  We also need to be able uncover intelligent, actionable meaning from this data.  We know that we capture volumes and volumes of data and that data is captured different ways and [...]

Part 1 of our 5 part series “Making Your Call Center Relevant”

By | February 15th, 2017|Categories: News|

Since its inception, the call center has been considered a cost center.  This is evidenced by the metrics that have been used in the past to measure success.  In fact, the whole purpose for creating the Automatic Call Distributor (ACD) was driven by the need to reduce, or at the very least control, costs – unless [...]

Part 1 of our 2 Part Series “An Interview With Nick Flaminio”

By | October 21st, 2016|Categories: News|

Q Nick tell us a little bit about your personal background A I was born in Toronto, grew up in Guelph, which is a community just outside of Toronto, but a 100 kilometers away. Went to school in Hamilton at McMaster University, graduated a Bachelor Science Degree. Started working in Toronto in manufacturing, telecommunications, consulting which [...]

Part 2 of our 2 Part Series “An Interview With Nick Flaminio”

By | October 21st, 2016|Categories: News|

Part 1 of our 2 Part Series “An Interview With Nick Flaminio” Q Is it a complicated product to install, to set up, to train people on? A One of the challenges is that, the two products a NICE product and the OpenText product. There are certainly the differences between the products, but the [...]