Voice Analytics Blog

 

Digitizing Voice: A Great Source OF DATA for Organizations to Tap

Digitizing Voice: A Great Source OF DATA for Organizations to Tap

While it might seem mundane, digitizing voice data is essential for downstream advantage. There are significant benefits in gathering, aggregating, analyzing, and leveraging appropriate actions from voice data. There are obvious benefits in customer service, sales management, and compliance. Voice data is an equal tributary in the growing data mesh that organizations are dealing with for now and the future. We are only at the beginning of leveraging voice data, so expect a big push in brand monitoring next.

What Is Voice of the Customer?

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 requires your...

What Is Wrap-Up Time? 7 Ways to Reduce It

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...

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