Top 5 Use Cases for Delivering Value with Speech Analytics
May 23, 2025 | Tim Carrigan
Speech Analytics has exploded in adoption in recent years. As consumers get increasingly survey fatigued, many customer experience teams are looking...
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How AI Is Transforming Speech Analytics for Enhanced Business Insights
May 23, 2025 | Tim Carrigan
Speech analytics is a powerful tool that enables organizations to derive meaningful insights from spoken interactions. Thanks to rapid advancements...
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10 Marketing Strategies to Improve the Digital Customer Experience
June 20, 2024 | Tim Carrigan
Embracing the ever-changing world of digital marketing and prioritizing the needs of the customer is essential for staying ahead of the curve and...
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Real-Time Sentiment Analysis: The Key to Understanding Customers
June 18, 2024 | Tim Carrigan
Customer sentiment analysis has emerged as a game-changing process that utilizes automated tools to comprehensively understand and organize customer...
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How Quality Assurance Impacts Customer Service and CX
June 18, 2024 | Tim Carrigan
Have you ever dialed a company's customer service line and heard the familiar disclaimer, "This call may be recorded and monitored for quality...
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The Evolution of Contact Centers: Top Six Trends for 2024
April 9, 2024 | Tim Carrigan
The modern contact center is in a perpetual state of evolution. Between technological advancements, shifts in consumer behavior, and regulatory...
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Mastering Quality Management: Unlocking the Seven Domains of Excellence
March 19, 2024 | Tim Carrigan
Quality management (QM) is the backbone of a successful call center, ensuring that customer interactions are smooth, efficient, and satisfying. It's...
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Staffing and Operational Metrics: The Far-Reaching Impact of Quality Programs
March 8, 2024 | Tim Carrigan
”Quality is the result of a carefully constructed cultural environment. It has to be the fabric of the organization, not part of the fabric" —Phil...
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How Quality Assurance Can Impact Sales
February 20, 2024 | Tim Carrigan
In the dynamic world of sales, where every lead, call, and customer interaction holds the potential for revenue generation, quality assurance (QA)...
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Discover Cutting-Edge Quality Assurance Technologies
February 6, 2024 | Tim Carrigan
Two of the latest innovations in the call center industry, Real-Time Agent Assist (RTAA) and Desktop and Process Analytics (DPA) are transforming the...
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