Speech Analytics: Without It, Here’s What You’re Missing
Important data and critical insights are contained in every phone call fielded by your contact center. Are you making the
Three Contact Center Service Questions That Can Be Answered With Desktop Analytics
For insight into improving call center service in every interaction between an agent and a customer, it’s hard to beat
How To Make Agents and Customers Fall in Love With Your Contact Center
February means Valentine’s Day, and romance is in the air. What could possibly be more romantic than a contact center?
How Speech Analytics Can Help You Keep Your Most Vulnerable Customers
Some contact centers do not classify their customers at all – it’s just one more data list to track when
2019 Contact Center Trends: Is Your Business Ready?
Trends are tricky things. Contact center managers will find no shortage of opinions online about “the next big thing” in
Confidence: The Overlooked (But Vital) Agent Trait
What qualities do you look for when interviewing potential contact center agents? Certainly, experience is important, but as this is
The Competitive Edge Delivered by Speech Analytics
Whatever business you are in, whatever product or service you are selling, however many other companies are competing against you
Speech Analytics: Soon to Be a $2.5 Billion Market
According to the new report Global Speech Analytics Market, published by KBV research, the international market size for speech analytics
The Name Game – Should Call Center Agents Participate?
“Hello, Mr. Smith – how can I help you?” “Certainly, Mr. Smith, let me take care of that.” “Before we