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 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.
