Most organizations now understand that to unlock the 99% of intelligence locked in their customer conversations, they need to leverage speech analytics. The technology has become a “must-have” solution for organizations looking to support robust compliance and...
We live in a world with an abundant supply of data. Data aggregation and mining are commonplace for many businesses. It is a key driver of strategic decision-making. But the problem with big data is making sense of it. Call center analytics software makes it...
Predicting trends and patterns is a mainstay for managers operating at breakneck speed in today’s service world, which means there are tons of use cases for predictive analytics in the contact center. Who doesn’t want to look into the future and know exactly...
Customer and agent experiences are two points on the continuum of customer service. If you want to improve that service, you need insight into both areas. The ability to qualify and quantify sentiment embedded in conversation is a growing field of interest across...
Call centers of the past were just what the name implied: a place to make and receive customers’ calls. A strictly functional extension of your organization. Today, with so much data available to us and increasingly sophisticated ways to analyze it, the call center is...
AI and Workforce Management Artificial intelligence, or AI, has been around for many decades, but only in the last ten years have we seen it become a mainstream part of how we live and work. Generally speaking, modern AI refers to technology’s ability to engage...
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On-Demand Webinar: Delivering Unmatch CX with Seamless Customer Journeys & Practical AI
Featuring Frost & Sullivan
Watch this on-demand webinar, featuring Michael DeSalles, Principal Analyst from Frost & Sullivan, to learn how to leverage data and practical AI to deliver differentiated CX.
Mitigate risk, not reward with our free eBook that covers communication regulations and how to adopt a compliance-first mindset in your contact center strategies.
On-Demand Webinar: Transforming the Contact Center Customer Experience Through An Empowered Agent Experience — Featuring Forrester
Learn about the latest market research that reveals a new path to improved CX and agent performance. To watch this recording, please complete the form on the right.
