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Conversations into understanding.

Insights

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 […]

10 top predictions for the Contact Centre of 2017

10 January 2017 -

With customer experience on everyone’s lips, the contact centre is about to undergo a major metamorphosis from an ugly duckling to the enterprise’s swan. Technology revolutionises the way contact centers operate and interact with customers and employees. Here are the 10 top predictions for the Contact Centre of 2017: 1. Forget the voice/chat/email divide The […]

5 fast ways to help call center agents fight stress

22 December 2016 -

 How to help call agents fight stress during high traffic?   Stress kills productivity and leads to lower engagement. Discover five quick fixes to help call center agents fight stress during high traffic. Play office Santa Many agents mentioned that keeping their hand busy helps them relax during stressful calls. Knitting, kneading play-doh, playing with […]

Talk ain’t cheap. How to effectively mine customer feedback in 2016.

15 June 2016 -

Feedback is precious and is fast becoming a rare commodity. Customers are reluctant to answer surveys, yet the need for high-quality customer feedback is growing. Is it time for a change in mining techniques? Customers are less loyal and busier than ever. They consider anything more complicated than an NPS rating a nuisance, and will […]