A few years ago, Nuance (then ScanSoft) was very clearly a technology-focused company. Mind you, that's a very loaded statement that comes with some implicit baggage. What sort of judgment does one make when reading that? Let me put it in this perspective
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Oh, that Niels Bohr. What a kidder. Who knew that a Danish quantum physicist could be so funny. He's the source of today's title, which serves as a great introduction for our announcement of this year's keynote speaker.
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When we were kicking around ideas for this year's theme, the concept of "Satisfaction" came up time and time again. Customer Satisfaction, a.k.a. CSAT, is certainly more than a buzzword. Most contact centers pay at least lip service to CSAT. Many others actively track it with customer surveys and use it to judge the effectiveness of their service. Many self-service replacements or upgrades these days are not motivated by a desire to increase automation rates (or "containment" or "deflection"... you know, how can we stop the customer from talking to us?). Rather, they are motivated by a reprioritized emphasis on customer satisfaction (or "first call resolution"... you know, did we actually help people?)
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