Tag: Eureka

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

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

6 Critical Contact Center Components that Set You Apart from Your Competition

Blog

The future of contact centers is happening now. Digital Transformation has been going on around us for years. I personally don’t know anyone who has celebrated the completion of theirs. Why? Because it’s a dynamically evolving strategy. As long as

How Automated Scorecards Improve Agent Performance and the Customer Experience

Blog

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

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

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

Educational Webinar – Ideal Coaching with Speech Analytics

Blog, Webinars

When June 27th 1pm – 2pm EST Featured Webinar Zeroing in on Ideal Coaching Moments with Speech Analytics We all know spot checking or only listening to the worst ones is not a true test of how agents are doing.

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

Gain Insights on Sentiment Through Speech Analytics – Join us June 12th!

Blog, Webinars

Tone Matters! 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,

Tone Matters! Gain Insights on Sentiment Through Speech Analytics

Blog, Webinars

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 deep understanding of customer sentiment is critical