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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Exploring the Connection Between Quality and Employee Experience
January 23, 2024 | Tim Carrigan
For customer-facing organizations, call centers serve as frontline ambassadors to deliver outstanding customer experiences, resolve issues, and build...
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How Speech Analytics Minimizes Repeat Calls
December 19, 2023 | Tim Carrigan
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
December 7, 2023 | Tim Carrigan
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
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...
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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...
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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...
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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...
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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...
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