As customer centricity in businesses continues to increase, the importance of call centers and agent-customer interactions has come into sharper focus. Customer experience management is increasingly becoming the determining factor in whether the customer in question will continue to do business with you or switch to the competition. As is

According to the Harvard Business Review, historical evidence shows that companies have little to no control over their customer’s experience with their brand. This is because one can define customer experience as the sum of all of your customer’s emotions, interactions, and unexpected behaviors, and it simply cannot

Gone are the days when providing the best customer experience was a matter of intuition or experience. In this day and age of cut-throat competition among corporates to reduce customer attrition, cut overheads and maintain profitability, Speech Analytics may be the answer you’re seeking to keep your business relevant,

Till date, call centres remain to be the most important touch point in any organisation. If you are a business owner in this day and age, you cannot over-stress on the value of a flawless agent- customer interaction, simply because these conversations directly impact business revenues as they are often

It wasn’t so long ago that businesses were forced to manually score sales and customer service calls to unearth valuable keywords and sentiment data. This was a very inefficient process—converting speech-to-text and identifying keywords and phrases was incredibly time-consuming, and often only a small percentage of calls would