How AI Is Revolutionizing Speech Analytics
November 9, 2023 | Tim Carrigan
Speech analytics is a powerful tool that enables organizations to derive meaningful insights from spoken interactions. Thanks to rapid advancements...
Read MoreEmpowering 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...
Read MoreLeveraging 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...
Read MoreCritical 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...
Read MoreHow 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...
Read MoreLessons Learned From Optimizing Contact Center Technologies
April 5, 2023 | Tim Carrigan
Contact centers are the gateway between customers and the company. It’s no wonder companies across the globe are pushing to update their contact...
Read MoreImprove Contact Center Experience With Journey Analytics
March 23, 2023 | Tim Carrigan
As businesses compete to attract and retain customers, the importance of providing an exceptional customer experience has never been greater. One...
Read More4 Steps to Maturing Your Quality Practice
January 11, 2023 | Tim Carrigan
When was the last time you really looked at and questioned how you measure the customer experience of your live (phone or chat) interactions? For...
Read MoreOvercoming the Blind Spots in a Quality Assurance Practice
December 20, 2022 | Tim Carrigan
Contact center quality assurance programs originally sprang from companies’ need to understand contact center agent performance. Due to technological...
Read MoreCommon Critical Aspects Of A Customer Experience Organization
September 12, 2022 | Tim Carrigan
“Yes, but don’t we need a team for that? What does that team look like?” I was talking to an executive recently about customer experience when she...
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