Have you read Forrester’s Customer Experience Index for 2019? It revealed a spooky truth about the state of CX in 2019: Your CX is probably stagnant and has been for a while. “A whopping 81% of brands had stagnant scores this year. Many industry front-runners saw their scores decay. For the fourth Read more…
Helping our customers navigate the changing business/technology landscape is core to our values. Remote Agent Options for Call Centers In response to COVID-19 virus concerns, precautions, and corresponding disaster planning, call centers should plan for supporting remote (at-home) agents in scale to facilitate continued call center operations. This document is intended to Read more…
Speech analytics has become a must-have tool in the contact center decision maker’s toolset. However, the tool will be only as effective as it is setup to be. In this article, we will discuss the best practices in setting up and managing speech analytics for your contact center. What is Read more…
Voxai Response to COVID-19 Voxai has been supporting many of our customers as they transition their call center agents to a WFH environment. Along with Genesys, we are making multiple solutions and our services available to customers who need to implement business continuity measures. Below are a number of links Read more…
Speech analytics is the process of converting contact center conversations into text, analyzing that data, and gathering insights into customer interactions. When set up correctly, it can be a powerful source of information for driving highly actionable insights that benefit the organization in tactical and strategic ways. At a high level, Read more…
Remote Agent Options for Call Centers In response to COVID-19 virus concerns, precautions and corresponding disaster planning, call centers should plan for supporting remote (at-home) agents in scale to facilitiate contintued call center operations. This is intended to provide guidance to customers on technical options avaiable to support timely implementation Read more…