Category: Uncategorized

  • The Top Trends in Call Center Automation

    Ever-evolving technology is bringing huge change for businesses, especially when it comes to customer service. Today’s technology is introducing new ways to drive up customer satisfaction and improve customer loyalty.  In addition to advancing technology, what customers expect from the brands they do business with is also constantly evolving. Today’s customers demand more from businesses…

  • How Businesses Can Achieve Customer Experience Transformation

    For businesses looking to improve customer satisfaction, ramp up customer loyalty, improve how competitive they are and increase profits, there has never been a business metric more important than customer experience (CX).

  • What Is Call Center Voice Analytics and How Does it Help My Business?

    Call center voice analytics, also called speech analytics, reviews voice recordings and live conversations to provide quality assurance, compliance support – giving call centers and contact centers unique customer service insights that lead to a competitive advantage.

  • How Customer Experience Analytics Enhance Customer Service

    Customer experience is your customers’ overall perceptions and feelings about your business and brand based on interactions they have had with you. Unlike customer service, which is related to a specific touchpoint, the overall customer experience is derived from every interaction your customer has ever had with your company.

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  • What Is OmniChannel Customer Experience?

    Every year it seems like there’s a new way for customers to connect with your business. Mail, email, websites, mobile website, forms, phone, text, chat, social media … the list goes on.  Sure, it would be easier to just choose a couple of these and stick with them. But customer expectations are that you need…

  • Speech Analytics Call Center: Your Complete Guide

    Successful call centers rely on their ability to analyze customer conversations and build a customer service program that is specifically targeted towards meeting their customer requirements. One technology that helps them do that is speech analytics.

  • Customer Service vs Customer Experience: What’s The Difference?

    We talk a lot about customer service and customer experience in our line of work. But what you may not know is that customer service and customer experience are not the same thing, even though they’re often used interchangeably. 

  • How to Transform Your Contact Center for Customer Service Excellence

    Long wait times. Being passed around to different agents and departments. Having to repeat a query or issue over and over again. Not getting help until frustration builds. And, in the worst situations, not finding a resolution to their problem at all.

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  • How A Good Customer Experience Can Reduce Customer Churn

    Customer churn is the percentage of customers that stopped buying from you during a specified timeframe. It’s calculated by dividing the number of customers you have lost by the number of customers you had at the beginning of the time period. The closer your churn is to 0%, the better.

  • The Top 5 Banking Contact Center Trends in 2022

    The customer experience (CX) in recent years has become the defining differentiator in the banking industry, ensuring financial organizations are able to build customer loyalty, reduce customer service costs, improve employee happiness and drive up revenue.