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 […]
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 […]
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 […]
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 […]
Call Center Quality Assurance is headed for a big technological makeover in 2016. 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 […]
Since recording phone calls is a must, why not use it to benefit the customers? Phone call recording is an industry standard nowadays. It also happens to be the first step on a path to a successful Voice of the Customer program. Phone conversations contain pure, unbiased customer feedback. Now, thanks to the miraculous advance […]