Call Journey and Genesys partner up to transform customer experience with conversation analytics. A new partnership between Call Journey and Genesys is set to revolutionise the way businesses gather and assess insights from call recordings. The partnership allows customers of Genesys to access Call Journey’s powerful speech analytics engine – Emotive Voice Streams (EVS) via the newly opened AppFoundry platform. Call […]
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 […]
These tips on how to implement Speech Analytics will help you plan your onboarding better and utilize the new solution to its fullest. “How to implement speech analytics” is one of the question we wished we were asked more often! However, currently the focus is still on technology itself; the issues of security, speed or […]
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 […]
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 […]
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 — […]