
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...
Read More
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...
Read More
Improve 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 More
4 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 More
Overcoming 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 More