Callminer
NOVEMBER 18, 2020
Talking to customers on the phone all day isn’t an easy job; that’s why it takes a special set of skills and characteristics to be a successful contact center agent. Even top-performing agents have bad days, though, and sometimes, things that are considered standard practice can frustrate customers. Peter Mann.
DMG Consulting
DECEMBER 7, 2021
Question: Should speech and text analytics be used outside the contact center? Answer: Speech and text analytics, known jointly as interaction analytics (IA), can and should be perceived, managed and applied in a way to benefit the entire enterprise and its customers. appeared first on DMG Consulting.
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DMG Consulting
APRIL 14, 2023
Interaction Analytics: Listening in on the Omnichannel Customer Journey View this article on the publisher’s website. Interaction analytics (IA) literally listens to (or reads) the voice of the customer and interprets what they are saying (or writing) and how they feel about a company, product, or service.
Callminer
AUGUST 19, 2019
A simple, yet often overlooked solution to data security in the contact center is to not record sensitive data. By introducing redaction technology into your contact center or voice capturing technology you can ensure sensitive data removal for voice and text-based communications. Why Redact?
Confirmit
JUNE 12, 2017
Ensuring customer expectations are met while adhering to legal guidelines challenges insurers to continuously retool and retrain the contact center workforce on both technical and interpersonal skills. Voice of the Customer Factsheets. Uncover opportunities to cross-sell additional insurance products.
Confirmit
JUNE 12, 2017
Ensuring customer expectations are met while adhering to legal guidelines challenges insurers to continuously retool and retrain the contact center workforce on both technical and interpersonal skills. Voice of the Customer Factsheets. Uncover opportunities to cross-sell additional insurance products.
Confirmit
JULY 6, 2017
Ensuring customer expectations are met while adhering to legal guidelines challenges insurers to continuously retool and retrain the contact center workforce on both technical and interpersonal skills. Voice of the Customer Factsheets. Uncover opportunities to cross-sell additional insurance products.
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