How to track and measure sales and marketing campaigns in your outbound call center for superior results.
There is so much data embedded in our voice such as pitch, tone, speed, volume, etc, that is more critical to understanding what is being said, than the words themselves.
Voice analytics is the process of using speech engines to process audio recordings, convert speech into text, and extract insights from voice data. Analysis of the speech patterns, emotions, and other signals from the speaker provide powerful clues to call centers of how to provide better service to their customers.
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.
It’s crucial to start somewhere, as monitoring your employee experience (EX) is the first line of defense for your enterprise’s customer experience (CX).
Agents are more frequently working from home, which brings new challenges and considerations for organizations to optimize performance and maximize ROI even with a distributed workforce.