Larry Skowronek

3 Reasons Why AI and Big Data Will Fuel The Customer Experience in 2019...

Across industries, Big Data and Artificial Intelligence (AI) have proven to be powerful tools when it comes to informing companies about their target customers....

Teaching Computers to Detect Sentiment

“Sentiment detection enriches the customer insights you get from interaction analytics, and provides value far beyond the contact center, informing strategic decisions across your...

Satisfied Customer? Dissatisfied Customer?

Unmasking Customer Attitudes with Sentiment Detection“Customer sentiment” – a customer’s attitude toward a company, its products and services – has long been a highly...

Key Hole View or Key Performance Measurement?

Metrics Based Performance Management Drives Call Center SuccessAre your contact center operations a success?  Are your agents delivering the outcomes that make the center...

Real-time versus Post-call Analytics. Which is the Chicken and Which is the Egg?

Real-time monitoring is one of today's hottest topics in the speech analytics world. I can understand why. Who wouldn't want the ability...

New Posts