Tag: customer experience

How Automated Scorecards Improve Agent Performance and the Customer Experience


Agents who stay motivated through proper coaching and training are your first opportunity to create a positive “moment of truth” for your customer. Using automated scorecards, you can drive agent performance by providing improved training and coaching. What is call

Join us tomorrow, June 12, for an enlightening webinar on speech analytics!

Blog, Webinars

Gain Insights on Sentiment Through Speech Analytics What we say, when we say it and equally important, how we say it matters both from a customer and contact center agent perspective. For organizations invested in optimizing customer experience, having a

Are you seeing business from the customer’s point of view?


If you aren’t viewing your business from the customer’s perspective, you may not be getting a clear picture. If we can understand how our customers feel at the very moment they are interacting with our business, we can make the

Everyone is talking Omnichannel…for a good reason.


Customer service channel preferences are shifting rapidly. While demand for phone service remains strong, consumers also expect to conduct business via web chat, email, SMS, mobile devices, social media, and video chat. While these new channels give your business unprecedented