Tag: coaching

Reduce Customer Churn by 15%


If you are not understanding 100% of the Voice of the Customer, maybe your on-hold music should be “I Can’t Get No Satisfaction”. Predictive Conversational Analytics leverages AI to understand the Voice of the Customer. AI knows words and phrases,

Strengthen Your Agents to Strengthen Your Business


Agent Performance Management is rapidly climbing the list of priorities in the contact center. Empowering your agents with quality coaching is one of the best returns on investment. It equates to more and better business. For organizations using a manual,

Zeroing in on Ideal Coaching Moments with Speech Analytics

Blog, Webinars

We all know spot checking or only listening to the worst ones is not a true test of how agents are doing. Some QA managers are only listening to 2 calls a week! When June 27th 1pm – 2pm EST