Tag: customerexperience

What is Wrong with Call Scoring by Humans?

Blog

Simply put, manual call scoring is a flawed approach based on chance. The chance that you pick the right call to score out of the sea of interactions coming in to your agents. And, the chance that you are not

8 Reasons to Consider Cloud in the Contact Center

Blog

Forrester recently predicted the global cloud market will grow from $146 Billion In 2017 to $236 Billion by 2020. Forrester also reported contact center interaction management (CCIM) software continues to evolve into integrated suites that vendors offer as a service.

LAST CHANCE: Learn Why Conversational Analytics is THE Contact Center GAME CHANGER!

Blog, Webinars

You don’t have to be a giant corporation to take advantage of this surging technology. Join #AVDS and #CallJourney to learn how speech analytics can set you apart from your competition. A conversation is more than just words, it’s a

There is a Storm Coming. Are You Prepared?

Blog

Based on historic activity and according to NOAA (The National Oceanic and Atmospheric Association), September is the worst time of the year for storms and hurricanes, especially in the Atlantic region. Make no mistake, there is a storm coming. Does

This is How You Increase Customer Satisfaction and Net Promoter Scores!

Blog, Webinars

Increase your NPS, the accurate way. The flaws with Net Promoter Score (NPS) are many. In addition to being after the fact, it is derived from only a small sample of interactions as opposed to the entire population. Add to

Don’t miss this exciting opportunity to hear from industry leaders in conversational analytics!

Blog, Webinars

Join AVDS for an introduction to Call Journey and how it improves the way businesses are serving their customers and managing their workforce. Wednesday, September 12, 2018 / 10:30 am CST Listen Better Every conversation is a human connection. Listen to

Modern Credit Union Contact Centers Drive More Member Business

Blog

Nowadays…I love being old enough to use that term…many of us never step foot into a financial services office. Credit card offers rain down upon us daily. The big guys are on every other TV and radio commercial. I can

Weekend Loading…Stress Uninstalling…TGIF!

Blog

As another week unwinds and the weekend begins, we’re often thinking ahead to Monday. While dedication and planning are always on our agenda, we have to remind ourselves to give time to what and who is really important. Take the

Learn how to unleash a wealth of insights about your customers and staff!

Blog, Webinars

Join AVDS for an introduction to Call Journey and how it improves the way you serve customers and manage your workforce. Wednesday, September 12, 2018 / 10:30 am CST Listen Better Every conversation is a human connection. Listen to what your

Is bigger better? Does size matter?

Blog

I recently called into one of the premium satellite television services companies to cancel my account. I figured one of the largest contact centers in the country should be able to handle that with some amount of efficiency. It took