What Is Voice of the Customer?
Listening to the true Voice of the Customer (VoC) has never been as critical and demanding as it is today. As each consumer’s needs are different, understanding each one is vital to a great customer experience (CX). Creating powerful customer experiences...
What Is Wrap-Up Time? 7 Ways to Reduce It
Call center agents play a critical role in facilitating the customer relationship. In 2020, the percentage of customers who had contacted a customer service department within the last month remained well over half. Customers rely on contact centers and...Press Release: VoiceBase Delivers Predictive Analytics for Slice Delivery APP
VoiceBase Delivers Predictive Analytics to Slice, Giving Local Pizzerias a Bigger Piece of the Pie VoiceBase provides actionable insights for clients like Slice to best serve their customers and optimize operations. San Francisco, CA, USA, Jan. 12, 2021 (GLOBE...
Call Scoring for Enterprise Contact Centers
Today, call centers using human scoring score less than 5% of volume
due to cost and technological limitations. With automated call scoring,
machine learning algorithms train using results defined by humans
(hot lead, rude agent, upset customer, etc.) to score calls instantly.