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Insights from Experienced Experts

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Dive into the newest and most popular insights from our experienced experts.

How Quality Assurance Can Impact Sales
Customer Service

How Quality Assurance Can Impact Sales

February 20, 2024 |

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
Customer Service

Discover Cutting-Edge Quality Assurance Technologies

February 6, 2024 |

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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Exploring the Connection Between Quality and Employee Experience
Contact Center

Exploring the Connection Between Quality and Employee Experience

January 23, 2024 |

For customer-facing organizations, call centers serve as frontline ambassadors to deliver outstanding customer experiences, resolve issues, and build...

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How Quality Assurance Impacts CX
Contact Center

How Quality Assurance Impacts CX

January 12, 2024 |

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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How Speech Analytics Minimizes Repeat Calls
Speech Analytics

How Speech Analytics Minimizes Repeat Calls

December 19, 2023 |

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

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From Friction to Seamless Service: Using Speech Analytics to Minimize Call Transfers
Speech Analytics

From Friction to Seamless Service: Using Speech Analytics to Minimize Call Transfers

December 7, 2023 |

In the realm of customer service, call transfers have long been a double-edged sword. On the one hand, they enable routing calls to specialized...

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Leveraging Speech Analytics to Boost NPS Scores
Speech Analytics

Leveraging Speech Analytics to Boost NPS Scores

November 14, 2023 |

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

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How AI Is Revolutionizing Speech Analytics
Speech Analytics

How AI Is Revolutionizing Speech Analytics

November 9, 2023 |

Speech analytics is a powerful tool that enables organizations to derive meaningful insights from spoken interactions. Thanks to rapid advancements...

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Empowering EX Strategies in Call Centers with Speech Analytics
Speech Analytics

Empowering EX Strategies in Call Centers with Speech Analytics

October 30, 2023 |

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

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Leveraging Speech Analytics for Real-Time Customer Sentiment Analysis
Speech Analytics

Leveraging Speech Analytics for Real-Time Customer Sentiment Analysis

October 12, 2023 |

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

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