Technology is ubiquitous and is being positioned as the driving force behind innovation. Artificial Intelligence machine learning, which gets smarter as it learns what we like and dislikes, not only enhances our personal lives, it also helps us in our jobs by automating processes that increase efficiency and improve market competitiveness and customer satisfaction. Contact ...

Setting up a quality management workflow for review of negative sentiment interactions can be a powerful way to uncover issues with products, processes, or agent behaviors. Read on to learn about sentiment analytics as the foundation of AI modeling for understanding customer and agent interactions, and how they influence customer satisfaction, loyalty, and experience. Whether ...

The Journey Excellence Score (JES) delivers on the promise of omnichannel analytics by combining hundreds of attributes from multi-touchpoint interactions with customer satisfaction survey responses and sentiment scores to evaluate the quality of the end-to-end customer journey. See how JES can help you predict the likelihood of negative outcomes, quantify the quality of your customer ...

Customer satisfaction has always been a top priority for successful businesses. Customer service that caters to individual preferences and is delivered with a personal touch consistently rates higher in satisfaction surveys and regularly triggers an increase in follow-on business. Knowing your customers, understanding what they want and being able to deliver is key to keeping ...

AI-driven Speech Analytics can provide critical customer-engagement insights to help you prioritize, analyze and quantify business challenges. These insights will enable your organization to implement prescriptive, data-driven recommendations to improve customer satisfaction and understand what your customer really wants. In this white paper, discover how technology advances in Speech and Language Processing can help you ...