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Mobile apps received the highest average Net Promoter Score® at 25 globally, jumping even higher for U.S. consumers at 38 according to the recent NiCE CXone CX Transformation Survey. As consumers become increasingly dependent on their mobile phones for all types of interactions, businesses need to be able to support this growing and important medium – ensuring…

Government agencies often struggle to deliver a customer experience on par with what their citizens receive when they interact with private-sector businesses. Aging call center software can become a major hurdle. Necessary upgrades to provide a modern omnichannel customer experience are often prohibitively expensive, or simply not possible. Citizens increasingly expect the same levels of service they…

What do you do for two hours every day? Commute? Read? Sing? Daydream?

If you had the choice of selling to a customer base that’s happy or for a company that has a stellar reputation for customer service, compared to the opposite that would be a no-brainer decision. The quality of service customers receive when contacting a business has a direct impact on sales success and company revenue. Here’s just…

In a series of multi-media research reports, globally acclaimed and bestselling author, Prof Dan Ariely, sheds some light on psychological insights which can rejuvenate and bolster the dynamic between human employees and desktop robots.

Have you noticed all the hype around using analytics in quality management, but haven’t utilized it in your organization? If you have a quality program in place and you’re still not getting the results you desire, using analytics can lead to valuable insights that make your quality program more precise and efficient—and that’s just the beginning. Research proves…

My first introduction to the concept of speech analytics occurred with an on-site visit by a vendor about 12 years ago, when at a prior employer I was a user of digital recording primarily for QA purposes.  I’ll honestly admit that my initial impression and lingering thoughts following the meeting were something along these lines: “That seems pretty cool, but it’s an awful lot of money to just detect a couple of words in the calls.” and “How could this technology possibly help us?  We have monitoring teams in place who collect a bunch of data for us already, so what’s the big deal?”