Anna Warchol

How to Implement Speech Analytics – Actionable Tips from Top Industry Experts

These tips on how to implement Speech Analytics will help you plan your onboarding better and utilize the new solution to its fullest. "How to implement speech analytics" is one of the question we wished we were asked more often! However, currently the focus is...

Is Voice your Omnichannel Analytics blind spot?

Debunking 5 myths about adding voice to Omnichannel Analytics. Omnichannel Analytics is all about customer journeys. It’s task is to connect the dots between touch points, devices, and actions to paint an accurate picture of every individual customer’s experience; to design predictable models of the client base.…

Trends in Customer Feedback. What’s next?

Customers are reluctant to answer surveys, yet the need for high-quality customer feedback is growing. Is it time for a change in mining techniques? Customers are less loyal and busier than ever. They consider anything more complicated than an NPS rating a nuisance, and will...

20 Tips for Automating Call Center Quality Assurance with Conversation Analytics.

Call Center Quality Assurance is headed for a big technological makeover in 2016. How to embrace voice to stay on top? 2016 has already witnessed some spectacular acquisitions and partnerships between speech analytics companies and survey giants. The trend of integrating voice-based technology into Voice...

10 things call centre agents wish for in 2016.

Throughout 2015 we have spoken to countless agents, asking them about small improvements that could positively influence their work satisfaction and performance. From over a hundred responses, we’ve picked the top ten that kept coming back like boomerangs: 1. “Please give team leaders the time...

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