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Conversations into understanding.

Author Insights for Anna Warchol

Call Journey Showcases Conversation Analytics Solution at Genesys CX18 

9 May 2018 -

Leading conversation analytics provider demonstrated how to effectively mine insights, emotion, and sentiment from every call to supercharge business performance. Call Journey, a global speech analytics partner of Genesys demonstrated its voice processing solution Emotive Voice Streams (EVS) at CX18, the industry’s premier customer experience event. The event took place May 1-4 in Nashville, Tennessee, CX18 and was presented by Genesys[Symbol], the global leader in […]

Your Customers Are Talking, But Are You Listening?

24 April 2018 -

Businesses are now improving their business performance by utilizing conversation analytics as a way to tap into insights from everyday customer telephone interactions. This post was co-authored by Juergen Tolksdorf, Director of Innovations Group at Genesys. It was originally published on Genesys blog. Contact centers have been recording conversations for decades as part of either regulatory obligations […]

What Customer Experience KPIs should your business measure?

29 August 2017 -

Listening to customers brings businesses one step closer to putting actual KPIs on Customer Happiness. Customer Experience is a key driver in business growth, and every large company nowadays can boast about having a CCO or a CHO (Customer Happiness Officer). CX is an investment, and as such, it needs to offer a return. But […]

20 Tips for doing Call Center Quality Assurance like a boss with Conversation Analytics

30 July 2017 -

Call Center Quality Assurance is headed for a big digital transformation. How to embrace voice to stay on top? I sat down to write this blog post after reading an excellent article from the BPA Quality team, titled “20 Call Center Quality Assurance Considerations – the Big Picture” (read here). BPA listed 20 pieces of […]

Customer Experience Technology Trends to watch in 2018

29 June 2017 -

How to invest in Customer Experience technology to move the NPS bar? Have you ever seen one of those super-popular IKEA bead maze toys? The task is to take each block for a ride through a series of twists and turns and deliver it safely from start to finish. Customer Experience has a similar task — […]

Is Voice your Omnichannel Analytics blind spot?

3 April 2017 -

Debunking 5 myths about adding voice to Omnichannel Analytics. Omnichannel Analytics is all about customer journeys. It’s task is to connect the dots between touch points, devices, and actions to paint an accurate picture of every individual customer’s experience; to design predictable models of the client base. Businesses need to venture out of their safe data zone […]