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As a contact center professional, you know the critical value that exceptional customer experiences powered by call center quality monitoring deliver to your company’s brand and bottom line. Case [...]

There’s no way around it: technology will continue to enhance the business landscape and companies will need to innovate in order the stay ahead of the competition. As artificial intelligence [...]

There’s no way around it: technology will continue to enhance the business landscape and companies will need to innovate in order the stay ahead of the competition. As artificial intelligence [...]

Competition in the insurance industry is fierce. With providers vying to win and retain customers at a dizzying pace, many standard business practices fly in the face of these efforts, doing [...]

When it comes to artificial intelligence (AI) in call centers, most people automatically think “chatbot.” But—while useful—chatbots alone can’t give organizations the insights they need to [...]

“Analytics” is one of the biggest buzzwords in the business world—and now the call center world is buzzing about it as well. But, as with most new technologies, exciting conversations about the [...]

Analytics tools reveal insights hidden in the call center and unlock the value of “big data.” For the typical multi-channel call center, capturing and analyzing customer interactions across all [...]

If you’re like me, you’ve misinterpreted more than your fair share of text messages because you couldn’t determine the intended emotion behind the words. Was the sender being serious? Sarcastic? [...]