by Jim Sinur | Jan 18, 2021 | Big Voice, Call Center, Customer Experience, voice of the customer
Typically organizations use crucial voice interactions to extract vital information from customer interactions to measure and improve performance, but there is much more potential in leveraging voice data. The power of voice data in the customer experience goes beyond organizational excellence to relational effectiveness.
by Jim Sinur | Jan 18, 2021 | Call Center, Customer Experience, voice of the customer
360 Smart View of Interactions at Scale Nearly every organization is challenged with getting a grip on its effectiveness with all its constituents. The focus today surrounds customer interactions as the primary target these days. There is a challenge to get the story...
by Amelia Ortiz | Jan 13, 2021 | Call Center, Contact Center, Educational, Featured, Top Tips, Voice Analytics
7 Top Contact Center trends & Predictions for 2021 The contact center industry has faced more disruption over the past few months than it has for decades. This has driven businesses to rewrite their call center workbooks and adopt new models that will ensure their...
by Alissa Pagels-Minor | Dec 31, 2020 | Call Center, Customer Experience
NLP gives computers the ability to derive meaning from large amounts of unstructured data like text and recorded speech.
By processing text and conversational data, health providers can classify, extract, and summarize large amounts of data for business and operational insights.
by Walter Bachtiger | Dec 18, 2020 | Big Data, Call Center, Contact Center, PCI 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.
by Jim Sinur | Dec 8, 2020 | Call Center, Voice Analytics, voice of the customer
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.