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Types of Text Analytics & How they Improve Customer Experience

Types of Text Analytics & How they Improve Customer Experience

Your contact center has a massive amount of unstructured text. From Tweets to Facebook comments, emails, live chats, call..

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Contact Center Average Handle Time (AHT): Is it Important?

Contact Center Average Handle Time (AHT): Is it Important?

What makes a good customer experience? Is it the same as what makes a productive call center? There’s a lot of overlap, but..

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6 Tips for Managing Call Center Training Courses

6 Tips for Managing Call Center Training Courses

Training is time-consuming! That’s probably the first thought you have whenever you read an article about its importance.

It’s..

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11 Powerful Functions of Quality Assurance in a Call Center

11 Powerful Functions of Quality Assurance in a Call Center

Are you maximizing the use of quality assurance in your call center? Most often, quality managers use quality assurance for..

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Customer Service Tips for Call Centers: Delighting Your Customers with Empathy

Customer Service Tips for Call Centers: Delighting Your Customers with Empathy

The goal of every organization should be to keep customers happy. It’s the definition of quality customer service. And it..

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Get Actionable Insights from Contact Center Data with AI Text Analytics

Get Actionable Insights from Contact Center Data with AI Text Analytics

Spare time is not a luxury many companies have. Most contact centers are overwhelmed with work and can barely keep up with..

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Call Center Customer Relationship Management is Critical to the Customer Experience

Call Center Customer Relationship Management is Critical to the Customer Experience

Today’s companies rely heavily on customer relationship management strategies to stay competitive and improve the customer..

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How to Use Agent Scorecards for Call Center Quality Assurance

How to Use Agent Scorecards for Call Center Quality Assurance

Customers have so many choices available to them and can easily switch to another company, leaving businesses and brand..

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