Archive for “Morgan Pulitzer” Post

man pointing at laptop for sentiment analysis

Top 3 Benefits of Sentiment Analysis

Identifying Sentiment in Conversations In today's volatile economy, it is imperative that businesses provide a consistently positive customer experience And the daily interactions between your contact center agents and customers offer valuable information about these experiences You can[...]

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man putting on headset in front of computer ready for customer support call

Speech Analytics: Not Just for Contact Centers

Speech analytics solutions are valuable quality monitoring tools because they provide insights into contact center performance But what if your company doesn’t have a designated contact center Can you still benefit from speech analytics Absolutely! Speech analytics can be used by any[...]

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Call Analytics: Planning and Reacting to Customer Calls

Why Call Analytics Matters Call analytics refers to accessing and analyzing phone conversation data to gain valuable and applicable insights An automated call monitoring solution with call analytics can have numerous benefits From enhancing contact center agents’ skills to boosting sales and[...]

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What is SaaS Vs. MSaaS: Key Differences & Benefits

What is SaaS In Brief In a previous blog, we shared five tips on finding a SaaS solution that is right for your business The article provides a full definition and examples of SaaS solutions And one of those tips strongly suggests that you choose a Managed SaaS solution (MSaaS) over a[...]

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5 Things to Consider When Choosing a SaaS Solution

Software as a Service (SaaS) has grown in popularity over the years Any browser-run program is considered a SaaS solution, especially in offices and remote workspaces SaaS solutions tend to be cloud-based, which means there is no hardware to install or register And most SaaS solutions are offered[...]

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Managing Contact Center Agents During COVID-19

Last week, we discussed how the COVID-19 pandemic has impacted the customer experience, and we briefly addressed its effect on contact centers In this article, we take a closer look at how contact center agents are adjusting to meet customer expectations More specifically, we will discuss how to[...]

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How the Coronavirus has Changed the Customer Experience

The ongoing coronavirus pandemic has forced businesses to reconsider the ways in which they operate, especially when it concerns the customer experience The biggest takeaway from these past few months is that companies are recognizing the need to prioritize their customers over their profits In[...]

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