Blog

It is rare that we highlight two posts from the same source in the same CMO Perspectives blog post. But this week marketingprofs.com has delighted us with two excellent pieces on marketing and customer experience. Well worth the read. Enjoy!

“I don’t understand how my organization can use speech analytics.” This a statement I hear often from those who don't have speech analytics… In fact, I even hear it from some who do. Speech analytics has the potential to transform an organization and its relationships with customers, but organizations seldom harness its power to make that happen. The...

Concerned that your contact center is getting, well, fat? Are you planning a network upgrade and expansion over the next few years, and becoming concerned about the growth of your business contact center?

The new kid on the block Small- and medium-sized businesses (SMBs) are becoming increasingly important to technology and communications service providers as a means of growing their business..

It goes without saying; if you intend to deploy new channels in your contact center, you have to provision the required tools and functionality in your contact center solution while considering the impact of this on your most valuable resource – your agents. Even with the most intuitive interface on earth, and the best skilled and motivated agents...

In the last two posts, we discussed how analytics-driven complaint management can help ‘put out fires’ and satisfy the regulators (i.e., detect, manage, monitor, report and remedy customer complaints). Now let’s talk about what we can do to predict and even prevent complaints

It’s all about creating better customer experiences, whether through engaging your employees, or using better cloud services. Every week in CX Buzz we try and summarise for you the best content on the web to help you create the best customer experiences. Enjoy!