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10 Best Practices to Get the Most Out of Speech Analytics
Speech analytics is a tool that allows you to analyze the contents of a call, enabling you to monitor and improve agent performance and customer satisfaction. With only around 11% of businesses currently using speech analytics capabilities, a large percentage of businesses have not taken the...
10 Best Practices to Get the Most Out of Speech Analytics
Speech analytics is a tool that allows you to analyze the contents of a call, enabling you to monitor and improve agent performance and customer satisfaction. With only around 11% of businesses currently using speech analytics capabilities, a large percentage of businesses have not taken the...
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What is STIR/SHAKEN and How Does It Work?
With the FCC’s June 30, 2021 deadline for STIR/SHAKEN implementation approaching faster than we all think, this new standard...
16 Contact Center Resolutions for the New Year
As 2020 comes to a close the world collectively turns inward and considers what shaped the past year. The past molds the future...
Top Challenges For Banks & Credit Unions in 2020 and Opportunities in 2021
Many businesses went through rapid changes in 2020, responding to the unexpected challenges created by the global pandemic....
The Top Challenges for Collections & BPOs in 2020
Debt collection agencies and business process outsourcing (BPO) service providers have always been subject to a particularly...
Top Challenges for Lending in 2020
Before the pandemic, innovations in banking technology drove customer demand for a greater speed of service. Fintech companies...
4 Ways To Combine AI and the Agent Experience to Boost Morale
Customer service is a tough industry, and the contact center industry in particular is notorious for employee burnout. It’s been...
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