By Marshall Ogen, Vice President of Business Strategy at Concentra Solutions, Inc. Think back to pre-COVID days when we regularly dined out. You’ve seen it many times but may have just glanced past it. I’m speaking about that sign in the window or on the wall of a restaurant that displays a 100 percent…
By Dan Berman, Founder and CEO of Concentra Solutions, Inc. “The farther back you can look, the farther forward you are likely to see.” – Winston Churchill COVID19 forced contact centers to do things differently, such as center-based vendors moving to a ‘Work from Home’ model. While developing our future plan, Concentra Solutions looked…
Why Reporting Is Not Analytics & How To Make The Transition By Carmit DiAndrea, Analytics Consultant Reporting is not analytics. Read that again. It doesn’t matter how great tables and charts look, how fancy the graphs and visualizations are, or what credentials the dashboard designer has. Reporting is (still) not analytics. From a purely…
By Carmit DiAndrea, Analytics Consultant Speech Analytics is not the thing that should be keeping Quality Assurance & Monitoring professionals up at night. It shouldn’t even be among the top five things that keep them up at night. While Speech Analytics applications provide unprecedented access to previously untapped intelligence in calls, the way these technologies…
The Payment Card Industry Data Security Standard (PCI DSS) has not addressed the overwhelming potential for compliance and HIPPA violations in the age of personal communication devices. This incredible oversight demands that businesses create their own methods of maintaining PCI DSS compliance, or subsequently be fined penalties in a range from $5,000 to $100,000 per…