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Nothing is more frustrating than receiving that call. An anonymous number jumps up on the screen at the most inconvenient time. As you hesitantly move your finger towards the ‘answer’ button, you pray this isn’t some irrelevant attempt to sell you something you neither need nor want.

In order to stay focused on what matters most you have to know what to focus on. Speech analytics identifies calls that contain customer concerns and issues. These calls are often monitored because they usually result in customer dissatisfaction or failure of the agent to complete a sale. Having this insight helps contact center supervisors develop training...

One of the biggest objectives for a contact center is understanding how to better serve your customers and meet their needs. So, how do you track what your customers want? Speech analytics is a great tool to get into the minds of your customers. This solution gives your organization access to key words, phrases and terms that...

At a recent seminar I asked the audience for a show of hands of how many people thought their call center reps were the most important brand ambassadors in their company. All hands went up. I followed up that question with, "How many of you pay them to reflect their status as being that influential to your...

This week’s CX Buzz should be called CX Customer Journey Buzz. We focus on five, yes that is right... five different articles that talk about the importance and understanding of the customer experience journey. If you are planning or need to review yours, definitely read these articles first.

With Gartner predicting that by 2016, 89% of companies expect to compete mostly on the basis of customer experience, i. It is no wonder that ‘the time is now’ for this brilliantly insightful 5-step guide to successful customer journey management.

As technology evolves in the contact industry, so too will the number of acronyms included within its enormous catalog of abbreviations. For anyone new to the contact center industry, these acronyms can seem overwhelming and maybe even oddly unnecessary. From AHT, ATT and ASA to SL, PTO, VTO and ACW these acronyms are not only important, but...