Hodusoft

NOVEMBER 6, 2024

Achieving Excellence: Best Practices for Contact Center Performance and Quality Assurance Whether you are an entrepreneur or a professional in the contact center industry or any other sector, you know that implementing best practices can enhance performance by leaps and bounds and drive success. That’s why it’s not surprising that well-known American businessman Millard S.

Contact Center 52

Contact Center Compliance Net Promoter Score Customer Satisfaction 52

Execs In The Know

NOVEMBER 6, 2024

While First Call Resolution (FCR) is often the goal in the contact center environment, certain situations require additional follow-up. That’s where effective service recovery steps in, turning unresolved issues into trust-building opportunities. By addressing these situations proactively, organizations can transform negative experiences into positive ones, strengthening customer relationships in the process.

Customer Retention 52

Customer Retention Sentiment Analysis Contact Center Compliance 52

SurveySensum

NOVEMBER 6, 2024

When it comes to feedback management software, Confirmit (now known as Forsta) and Qualtrics stand as two giants pitted against each other. Each of these tools offers a wide range of tools and features for managing and analyzing customer feedback and making things easier for businesses. However, like any other great tool, these two also come with their limitations.

Text Analytics 52

Text Analytics Omnichannel CX Social Media 52

Smart Customer Service

NOVEMBER 6, 2024

Speakers at eGain's Solv 24 conference urge companies to blend artificial intelligence, knowledge management, and human insight for better customer experiences.

Artificial Intelligence 52

Artificial Intelligence AI Customer Experience 52

Advertisement

Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

VOC

DMG Consulting

NOVEMBER 6, 2024

GenAI is Transforming Conversation Analytics and Making it Better November 2024 As consumers, we’re bombarded with marketing declaring that products are “new and improved,” which is frequently reinforced with updated packaging and a different name. However, we often discover the product hasn’t really changed much – if at all. Is that the case with conversation analytics?

Text Analytics 48

Text Analytics Sentiment Analysis Contact Center Gaming 48

Smart Customer Service

NOVEMBER 6, 2024

Forrester predicts greater use of AI by contact center outsourcers, disrupting the agent landscape in the coming year.

AI 52

AI Contact Center 52