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. Gartner predicts that by 2019, more than 50% of organizations will redirect their investments to customer experience innovations. As a result,...

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 entire enterprise.”In the last blog, I talked about the benefits your organization can gain by using sentiment detection to reveal...

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 valued indicator of business health. It’s not difficult to understand why: satisfied customers buy more and stay longer; they give...

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 a strategic resource for the organization?  How do you quantify such success – let alone achieve it?  Begin with the...

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 to automatically detect when an event is happening and help an agent handle the call the right way the first...

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