Tag: QA

Reduce Customer Churn by 15%

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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,

What is Wrong with Call Scoring by Humans?

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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

Here is the problem with your Quality Assurance practice…

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83% of all companies still list customer experience in their top 3 business strategies, and many of these organizations have “Voice of the Customer” programs without leveraging the most important data – the actual VOICE of the customer. To shape the