In the wake of the COVID-19 lockdown in 2020, businesses looking to recoup lost revenue realized that the customer experience was more important than ever. This pushed companies to find cost-effective ways to deliver better customer experiences and ensure customer loyalty. This white paper demonstrates how an automated, cloud-based QA solution is essential to improving CX while reducing cost in the contact center.
As working from home becomes the new normal, this white paper addresses the challenges of a remote workforce for QA managers, while highlighting the benefits of hiring & managing WFH agents using automated quality monitoring tools and cloud technology. Learn how to leverage your call recordings to create better business strategies and transition to a virtual workspace.
The US Utilities Industry faces a number of overlapping challenges, from changing customer expectations to a changing fuel mix While many companies are committed to developing a more resilient power grid, change is slow due to aging infrastructure, increasing cybersecurity threats, and[...]
Debt collection is a sensitive and complex matter. An intense regulatory climate and customer frustration can be challenging for agents tasked with securing payments while expressing empathy. Learn how and increase collection rates, boost CX, and mitigate risk. Download the white paper to learn how collections agencies use speech analytics to address the following:
Businesses are realizing that the conversations taking place every day between their employees and customers hold much more valuable information than previously understood Quality call monitoring tools provide the solutions that businesses need to create a truly customer-centric[...]
Any business that handles a large amount of inbound call traffic understands the importance of efficiently responding to customer needs, completing sales calls, and delivering an improved Return on Investment (ROI) However, achieving these deliverables in a fast-paced environment can[...]
Contact centers often find themselves under pressure to go from cost center to “profit center," and to do more than ever before At the same time, we’re seeing that contact centers continue to be the focal point of a business and, therefore, the customer experience But understanding[...]
The New Best Practice in Quality Assurance This webcast was originally presented during a roundtable session with CRMXchange Learn more about the challenges of traditional quality assurance monitoring, and the advancements in today’s technology to include automated speech analytics[...]
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