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leap second

The Leap Second – When Little Somethings Add Up…

Tuesday, June 30th, 2015

Everyone knows about leap years (yes, we have another one coming up in 2016). But, did you know that June 30, 2015 will be the longest day in 3 years – and by one extra second, no less!

The so-called leap second that will lead to some clocks actually showing 23:59:60 on June 30 before flipping over to 00:00:00 was introduced because the earth’s rotation is slowing down influenced by the Moon’s orbit and other, less predictable influences (think earthquakes or major weather events). In order to correct that loss and keep our calendar synced up, the occasional leap second was invented – a second that is manually added on at irregular intervals on June 30 or December 31.


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Social Media CRM Contact Center

Contact Centers Drive the Social CRM Revolution

Monday, June 29th, 2015

With a rate of approximately half a billion tweets sent each day and 1.44 billion active Facebook users, social media presents a host of new challenges and opportunities in the realm of customer relationship management (CRM). People are tweeting not only about their customer service needs but also the good, bad and ugly of the experience that they receive from companies.

According to evolve24, 70 percent of customer tweets to companies are being ignored — and the damage can be significant. Gartner estimates that failure to respond via social channels can lead to an up to 15 percent increase in churn rate for existing customers.

speech analytics

The Customer is Changing: Decipher the Clues

Thursday, June 25th, 2015

No, this is not another story about how customers are changing because of iTunes, handsfree calling, mobile shopping, showrooming or what Zappos and Amazon are doing now.

This is a story about finding the hidden gems in your customer interaction data. And the good news is you don’t need “Big Data” to find them. Every customer interaction has value from an intelligence perspective. So what should you do with it?

Digging into daily interactions can bring new meaning to your business. There is so much value in “small” quality management data. Just because it’s granular, doesn’t mean it lacks value.

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