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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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...
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Sharing Employee Feedback: A Key Tool for Improving Organizational Culture
July 12, 2023 | Joe Piette
One of the most effective ways to drive growth and success is through a strong employee feedback program. Organizations that prioritize employee...
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How Employee Surveys Boost EX
July 3, 2023 | Joe Piette
According to a recent Gallup poll, just 36 percent of U.S. employees are engaged at work. This means that over 60 percent of workers are actively...
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Why EX Is the Driver of CX
June 19, 2023 | Jeff Lewandowski
Picture this: After walking into a store, the employees are clearly unhappy, disengaged, and uninterested in helping. How does that feel? Chances...
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The Ever-Changing Employee Experience
June 5, 2023 | Joe Piette
Employee engagement has decreased in the United States for the first time in 10 years. The percentage of engaged employees fell from 36 percent in...
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6 Ways to Optimize Touchpoints with Customer Experience Design
May 2, 2023 | Dan Arthur
In today's hyper-competitive business environment, delivering an outstanding customer experience (CX) is no longer optional—it's a necessity....
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Lessons 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...
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