Tag: customerexperience

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

It’s Friday! Yabba Dabba Doo from AVDS to You!

Blog

We hope everyone had a productive week. If anything about your contact center is stressing you out, let it go until Monday. Then call the experts at AVDS and we’ll be ready. If it’s stressing you out that badly, call

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

What you need to know to get your analytics strategy on track.

Blog

How do you measure the success of your contact center? The short answer: Analytics. William Thomson, known as Lord Kelvin, was an Irish mathematical physicist in the late 1800’s. He was quoted as, “I often say that when you can

How can you get 12.5% improvement in Agent Handle Time (AHT)?

Blog

Evolving technology affects your business. You can’t sit still. You need a partner who can leverage the changing technology to help you improve your processes, offerings, and services. By now you have heard all the buzz words: Digitization, Transformation, Omnichannel,

7 Reasons Cloud-Based Voice Services are the Right Choice!

Blog

“The times, they are a’changin’”? Bob Dylan wrote that in 1964, over 50 years ago. While that song may last forever, businesses and how we operate them are constantly changing. Remote users, telecommuters, national sales teams, branch offices, home based

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

7 Steps to a Successful Omnichannel Self Service Strategy

Blog

It’s not just voice anymore. And, in many cases, your customer wants an easy automated solution for self-service. What is the answer? A blended strategy that includes AI and automation. The results are lower costs and higher customer satisfaction. Your customers

See how you can gain a competitive edge with these 23 advantages of PureCloud.

Blog

The cloud offers rapid deployments, dynamic administration, and lower costs. But if that’s not enough for you. Here are more reasons why PureCloud is beating the competition. PureCloud by Genesys is a unified, all-in-one customer engagement and employee collaboration solution

Journey Mapping: An Outside-in Approach to Delivering Great Customer Experiences

Blog

Journey Mapping is rapidly becoming a “must have” for today’s modern contact center and enterprise services businesses. A customer journey map is a visual representation of the various steps a customer goes through when engaging with your business. In each industry, only