"The Coming of Age of Customer Contact Analytics"

by Greg Borton, Managing Partner, Listening Methods.
Published in ICMI's Customer Management Insight, November, 2007

"Capturing the opinions and impressions of customers via speech analytics, text mining, CRM
systems and other solutions is an emerging discipline which is becoming the foundation of the
next generation of corporate market research programs. Leading edge companies are
considering solutions that identify, in real time, their market position, customer opinions,
competitors’ activities and product feedback."  Request this paper.

"Customer Contact Analytics as the Next Step Forward in Contact Centers"

by Greg Borton, Managing Partner, Listening Methods.
To be published in ICMI's Customer Management Insight, January 2008

"Customer contact analytics provides contact centers with a foundation to continue aggressively evolving their
corporate role by establishing binding relationships with other major departments. Not only that, if incorporated
thoroughly into day-to-day business processes, productivity gains will more than justify the required investment
and operating costs. Contact center management groups should examine the value of contact analytics not just
in terms of narrowly focused productivity gains, but as an important component in evolving the strategic value
of their corporate role. This is not an opportunity to be lost."  Request this paper.