Customer Experience Insights

Speech Analytics

Leveraging Speech Analytics to Boost NPS Scores

November 14, 2023 | Tim Carrigan

Net Promoter Score (NPS) has gained mainstream attention as a valuable customer satisfaction and loyalty metric. Companies are turning to...

Speech Analytics

How AI Is Revolutionizing Speech Analytics

November 9, 2023 | Tim Carrigan

One critical aspect that significantly impacts customer satisfaction is the need to contact a company more than once for the same issue. When...

Speech Analytics

Empowering EX Strategies in Call Centers with Speech Analytics

October 30, 2023 | Tim Carrigan

The focus on employee experience (EX) has taken center stage as organizations recognize its pivotal role in fostering a positive workplace culture...

Speech Analytics

Leveraging Speech Analytics for Real-Time Customer Sentiment Analysis

October 12, 2023 | Tim Carrigan

Customer sentiment analysis has emerged as a game-changing process that utilizes automated tools to comprehensively understand and organize customer...

Speech Analytics

Critical Elements of a High-Performing Speech Analytics Center of Excellence

October 5, 2023 | Tim Carrigan

From uncovering hidden patterns and sentiments to identifying crucial trends, speech analytics empowers companies to make data-driven decisions that...

Speech Analytics

How Speech Analytics Unlocks Insights for Customer-Centric Strategies

September 28, 2023 | Tim Carrigan

Businesses constantly search for innovative ways to connect with customers and provide top-notch service. While digital channels have opened up new...

Employee Experience

Why Empowering Employees Should Be Part of Your Employee Experience Strategy

August 15, 2023 | Andy Mattox

Have you ever had a manager who made you feel valued in your job? Maybe they allowed you to lead a project or develop a new operating procedure....

Employee Experience

Creating A Sense Of Belonging For Employee Retention

July 27, 2023 | Andy Mattox

In today's world, organizations are beginning to recognize the importance of fostering a sense of belonging among their employees. Belonging in the...