Voice Analytics Blog

 

Digital Transformation: What’s Missing

Digital Transformation: What’s Missing

Enterprise organizations are beginning to understand the tangible value that contact center operations bring into the fold. And a majority of that value is found buried deep inside the hundreds of thousands of calls that go in and out of the call center on a daily basis. However, manually sorting through countless customer conversations for information is a costly and time consuming undertaking.

DATA SECURITY THREATS TO CALL CENTERS AND COMPLIANCE

DATA SECURITY THREATS TO CALL CENTERS AND COMPLIANCE

Call centers are a rich source of sensitive personal information, particularly financial information such as credit card details. They are the main channel where customer problems are addressed, and sensitive data are shared. Personal data such as credit card numbers and social security numbers hold great financial value and are often bought and sold on the dark web by cyber criminals.

Are You Hearing Voices?

Are You Hearing Voices?

Many organizations are hungry to understand what customers and prospects think of their brand, products, services, and unique relationship. To this end, organizations are trying to move from reactive responses to negative experiences to proactive real-time action at the time of both positive and negative interactions.

Prepping Your Remote Call Center Agents for the Holidays

Prepping Your Remote Call Center Agents for the Holidays

The holiday season is quickly approaching! Most businesses, especially E-commerce stores, are coming up with strategies to capitalize on opportunities that come with them. According to Adobe Digital Insights in 2019, sales increased by 13.1% with consumers in the USA spending more than $142.5 billion dollars between November 1 and December 26 online. This number has been rising since 2016.

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