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“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? [...]

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

In the intense race to drive customer loyalty, companies are more focused than ever on the customer experience (CX). In fact, 72 percent of businesses say that improving customer experience is at [...]