From Friction to Seamless Service: Using Speech Analytics to Minimize Call Transfers
December 7, 2023 | Tim Carrigan
In the realm of customer service, call transfers have long been a double-edged sword. On the one hand, they enable routing calls to specialized...
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Leveraging Speech Analytics to Boost NPS Scores
November 14, 2023 | Tim Carrigan
Net Promoter Score (NPS) has gained mainstream attention as a valuable customer satisfaction and loyalty metric. Companies are turning to...
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How AI Is Revolutionizing Speech Analytics
November 9, 2023 | Tim Carrigan
Speech analytics is a powerful tool that enables organizations to derive meaningful insights from spoken interactions. Thanks to rapid advancements...
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Empowering EX Strategies in Call Centers with Speech Analytics
October 30, 2023 | Tim Carrigan
The focus on employee experience (EX) has taken center stage as organizations recognize its pivotal role in fostering a positive workplace culture...
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Critical Elements of a High-Performing Speech Analytics Center of Excellence
October 5, 2023 | Tim Carrigan
From uncovering hidden patterns and sentiments to identifying crucial trends, speech analytics empowers companies to make data-driven decisions that...
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How Speech Analytics Unlocks Insights for Customer-Centric Strategies
September 28, 2023 | Tim Carrigan
Businesses constantly search for innovative ways to connect with customers and provide top-notch service. While digital channels have opened up new...
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Lessons Learned From Optimizing Contact Center Technologies
April 5, 2023 | Tim Carrigan
Contact centers are the gateway between customers and the company. It’s no wonder companies across the globe are pushing to update their contact...
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Improve Contact Center Experience With Journey Analytics
March 23, 2023 | Tim Carrigan
As businesses compete to attract and retain customers, the importance of providing an exceptional customer experience has never been greater. One...
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4 Steps to Maturing Your Quality Practice
January 11, 2023 | Tim Carrigan
When was the last time you really looked at and questioned how you measure the customer experience of your live (phone or chat) interactions? For...
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Overcoming the Blind Spots in a Quality Assurance Practice
December 20, 2022 | Tim Carrigan
Contact center quality assurance programs originally sprang from companies’ need to understand contact center agent performance. Due to technological...
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