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How to build a Data-Driven Culture in your Organization

With the increasing use of digital technologies, organizations are generating a lot of data. Decisions, when taken based on data, generate confidence among the team and act as a reference to fine-tune the decision-making process. However, organizations are failing to successfully adopt data technology due to reasons that aren’t technical; but cultural. It is not […]

Improve Customer Retention Rate In Call Centers

Happy and satisfied customers are the base of every successful business. For the majority of businesses, repeat customers are an important factor that keeps them growing. Retaining customers is far better than acquiring new ones citing the time, energy, and resources to be spent. According to research, acquiring a new customer costs 5 times more […]

Contact centers have quickly become more strategic about performance enhancement processes within their organizations. They bridge the gap between an organization and its customers. Essentially, contact centers are primarily set up to handle inbound and outbound communication with existing and prospective customers. Contact centers are the first touch point for customers when learning more about […]

7 Ways an Integrated Speech Analytics Solution Redefine Your CX?

Customer experience is the golden thread connecting all interactions between your brand and your customers. The way you treat your customer ultimately determines whether they will become loyal to your brand. The more they are treated well, the more likely they will come back to you. Understanding and measuring customer experience has become a key […]

How To Build Trust Using Data Analytics

Every function within an organization generates a lake full of data. It’s now up to organizations to decide whether this data will flow freely, irrigate critical decisions made by the organization, or just stagnantly sit idle. Most organizations are still dependent on experience-based decision-making, with executives having decades of functional & domain expertise. However, experience […]

How to effectively build a Speech Analytics Solution for your Contact Center?

From manually listening to a handful of calls, to real-time monitoring 100% of customer interactions, call center quality assurance has come a long way. Rather than just being a function of listening to customer calls and rating agent behavior, contact center quality monitoring has expanded into becoming a strategic function which empowers customer service departments […]

Call Center Quality Monitoring

Emerging technology is disrupting many business processes. With the arrival of Industry 4.0, call centers are not only responsible for responding to customers on calls, but also on live chat, email and social media interactions. Different types of customer interactions require an innovative approach to call center quality monitoring. The quality assurance process in call […]

What Is The Role Of Speech Analytics For An Effective Call Center Quality Monitoring?

Speech Analytics is one of the most remarkable technologies in today’s marketplace. In the contact center industry, it plays a significant role to automate the process of analyzing a large amount of customer interaction data that helps identify patterns and take actions to improve agent performance This remarkable technology helps enlighten the call centers and […]

What Are The Best Quality Monitoring Practices In The Contact Center Industry?

Quality Monitoring needs to be the cornerstone of your call center management efforts. If you optimize quality monitoring practices, it will help you enhance the quality of the service your contact center provides to its customers, increase their efficiency and reduce wasteful spending. The benefits of optimizing your call center quality monitoring practices can help […]