Designing High-Impact AI Coaching Programs for Call Center Success
February 17, 2025 | Andrew Reise
Creating a high-impact AI coaching program for call centers requires thoughtful planning that starts with clear goals and outcomes. Designing an...
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Implementing AI-Driven Real-Time Coaching: Key Strategies for Success
February 12, 2025 | Andrew Reise
Not all contact center agents perform the same. New agents face a learning curve, while more experienced ones have differing levels of skill. Even...
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Effective Management of AI Coaching Programs for the Contact Center: A Guide to Monitoring and Optimization
February 11, 2025 | Andrew Reise
AI-driven coaching can be a powerful asset for any call center by helping agents perform at their best and deliver exceptional customer experiences....
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Embracing AI in CX (Customer Experience) Research
November 21, 2024 | Dan Arthur
“The playing field is poised to become a lot more competitive, and businesses that don’t deploy AI and data to help them innovate in everything they...
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Brand Equity Tracking: Insights from a Financial Institution Case Study
November 12, 2024 | Jeff Lewandowski
Imagine you're a brand manager at a corporate banking institution. One day, you notice a decline in client engagement and loyalty among your...
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Global Customer Experience: A Comprehensive Overview
October 22, 2024 | Dan Arthur
We live in a globalized society where one can chat with a friend in Australia, shop for Indian curry online, and work for a Canadian employer—all...
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The Benefits of Agile Research Using an Insight Community
October 15, 2024 | Dan Arthur
Unlike traditional research methods, agile research is iterative and flexible, allowing businesses to rapidly adapt to changing market conditions and...
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MaxDiff and TURF Analysis in Market Research: A Comprehensive Overview
October 8, 2024 | Dan Arthur
Understanding customer preferences and optimizing product offerings are critical for business success in any industry. Take Amazon, for example: had...
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Understanding Customer Personas for State Lottery Instant Scratch Games
October 1, 2024 | Jeff Lewandowski
The instant scratch games offered by state lottery organizations have long been popular choices among lottery enthusiasts. These games attract a...
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Qual Then Quant or Quant Then Qual? Pros and Cons in CX Research
September 17, 2024 | Dan Arthur
In customer experience (CX) research, the sequence in which qualitative (qual) and quantitative (quant) methods are employed can significantly impact...
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