The AX/CX Synergy: Emphasis on Agent Experience Subset in Customer Experience

By |2022-12-27T23:59:19-06:00December 27, 2022|

Agent and customer experience are strongly correlated, as agent distress directly impacts customers, resulting in poor active listening, high hold time/high AHT, or transactional discrepancies that lead to cancellations.

Measuring ROI of Speech Analytics Implementation at Contact Center

By |2022-03-01T01:23:18-06:00February 25, 2022|

Digitalization is optimizing the existing processes in many businesses. Adopting a new technology demands sheer determination, effective change management, and decent user adoption.

What are the Best Customer Experience Trends Your Brand Needs to Watch for in 2021?

By |2022-02-28T01:35:56-06:00July 8, 2021|

We have already passed the first quarter of 2021 and if your brand has not yet started preparing for your customers’ changing expectations in the New Year, you are missing the boat!

What are the 5 Major Cybersecurity Trends to Watch in 2021

By |2021-10-07T10:25:41-06:00May 31, 2021|

With the buzzword digital transformation becoming more popular, during ongoing uncertain times of the pandemic and increasing use of computerized systems having a lack of appropriate cybersecurity infrastructure, there is a steep rise in the cyber-attacks.

Why is Effective Quality Monitoring the Secret to Improve Your Brand’s Customer Experience?

By |2021-05-22T14:54:13-06:00April 26, 2021|

Call quality monitoring is the key to understanding customer experience and is also the most crucial element in identifying trends in customer expectations. While this may have always been an underlying goal of most call quality monitoring, accurately measuring customer experience has been quite challenging. If we look back to the past, we will see that the early call monitoring efforts focused on improving call quality through improved team members’ consistency and call handling. But that only helped companies develop call quality criteria which measured compliance with internal processes and policies, not necessarily translating to a better customer experience.

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