Practical Paralinguistics: Voice Intelligence in the Enterprise
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.
5 Ways to Measure Call Center Employee Experience and Satisfaction
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).
How to Get Formatted Text & Turns Transcripts
At the core of any good voice analytics solution is a solid speech-to-text transcription. If your voice data isn’t being transcribed how you need it, what’s the point? There’s a myriad of factors to consider when dealing with Automatic Speech...
Top 10 Business Intelligence Tools for VoC Programs
By implementing a reliable and appropriate Voice of the Customer program, businesses can bring their operations into the modern era, and lead the way in their digital transformation. To understand and explore all this customer-centric data, there are a range of...
Preparing Your Contact Center for the Holidays
When it comes to purchases, voice is still king, with over half of consumers preferring to call a brand when issues arise or when making high value purchases. To help your call center be successful this season, we have some tips to keep your head above water.