Speech analytics solutions are constantly evolving with better and newer capabilities. Extending beyond the boundaries of a contact center, speech analytics tools are now helping organizations sharpen their competitive edge by providing valuable market intelligence...
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Improving First Call Resolution (FCR) is indispensable for organizations to keep their operational costs low and enhance customer experience. Organizations always measure FCR from a contact center’s metric point of view, however it is equally important to measure FCR from customers’ perspective...
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Voice of the Customer (VoC) analysis is crucial for organizations to understand what their customers think about their products and services and expect from them. To sustain long-term, profitable customer relationships, organizations need to effectively meet their customers’ expectations...
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If customer acquisition is the primary source of your business growth, predictive analytics is your ultimate way out. By diving deep into big data with predictive analytics, organizations can come out with most effective customer acquisition and retention strategies. Big data is constantly growing bigger...
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Conducting online customer surveys is a popular mode of collecting the Voice of Customer (VOC). To optimize customer experience, organizations need to not only collect the VOC, but also analyze it to capture insights on customers’ expectations, product or service issues, likes and dislikes...
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With customers interacting through more and more touchpoints, including phone, email, chat, sms/text messaging, social media, etc., contact centers are flooded with customer data. Stored into different contact center and enterprise repositories, this customer data enwraps valuable business insights...
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Controlling customer churn is the biggest challenge of telcos today. With ever-increasing number of telecommunications service providers, customers have plenty of options and the freedom to switch from one provider to another...
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Investing in new technologies and streamlined business processes is crucial for organizations to meet their customers’ expectations. For optimal results, organizations need to right channel customers’ inquiries as per their channel preference...
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Understanding why your customers are contacting you and what customer service channels will best meet those needs is pivotal to build an effective customer self-support system. Customer Interaction Analytics can help not only develop ...
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