Blog

Speech Analytics, Compliance and ROI

How much would you pay to be able to measure metrics across every call made to and from your contact center? Human transcription costs about $1.00 – $1.50 per minute of audio. This delivers an accurate transcript of all voices in the recording. Calculating...

read more

5 Tools to Improve the Value of Contact Center Analytics

Contact Centers are constantly changing. A sure strategy to staying current in contact center operations is adopting an analytics-driven approach that is actionable. The Stairway to Data Insights It’s estimated that over 80% of organizations moving toward...

read more

Improving the Patient Experience

Begin with tens to thousands of interactions a day – calls, text messages, emails – across offices, departments, programs, state lines, and even international boundaries. Layer in security regulations like HIPAA, designed to keep every patient’s...

read more

Analytics in the Contact Center

Goods and services crowd today’s market. Competition is fierce, with products rapidly gaining the top spot in their industry only to see challengers on all fronts. Three differentiators have emerged, common across all industries, from banking and software...

read more

Building Stronger Relationships

Unlike banks, credit unions don’t have customers, they have members. It’s a subtle distinction, but one that speaks loudly of their intent to build strong relationships with the people who entrust their money to the credit union. It clearly states, “We’re...

read more

7 Digital Tools for Financial Institution Contact Centers

Increasing your user engagement by 100% in three months? Sounds like an impossible goal for a credit union. But it is exactly the growth Arizona Federal Credit Union achieved by implementing a workforce optimization and engagement solution in their contact...

read more

Can Competition Rev Up Your Workplace?

Your team makes a last minute shot just before the buzzer and… it scores! You jump to your feet and the crowed erupts in cheers. Who doesn’t love great competition? Competition raises the adrenaline and demands our focus. The workplace is no different....

read more

eCoaching Gets Results

The challenge with training agents is two-fold: It’s expensive. And also, it’s expensive. Yes, you read that correctly: agent training hits contact centers twice where it matters most—the bottom line. Building a Training Process First, every company needs to develop...

read more

Best Practices to Train Your Workforce

Any manager aiming to engage agents and build skillsets in the contact center has considered the question, “How do my agents learn best?” Or maybe, “How does engaging agents increase their desire to learn or the knowledge they acquire?” We’ll...

read more