Blog

Customer Experience in 2019

2018 was a big year for DVSAnalytics. We saw vast advancements in technology and the ever-growing importance, and challenges, of harnessing the power of big data and AI. In our journeys across North America, we spent time listening to feedback, exploring...

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Identifying Customer Interactions That Matter

Efficient analysis of customer engagement data improves the overall performance of a contact center. Even modest contact centers produce large amounts of data from their customer interactions: Call Recordings Screen Recordings Customer...

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Black Friday, Cyber Monday and the Customer Experience

Black Friday is in the past. Cyber Monday is over. Both set new records in sales. Contact centers have shifted into high gear. With online sales exceeding $6.2 billion on Black Friday and $7.9 billion on Cyber Monday, the number of interactions is skyrocketing for...

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5 Ways to Increase Employee Engagement in Contact Centers

Happy, satisfied employees deliver happy, satisfied customers. It’s a simple formula. The challenge lies in making it happen. Workforce Engagement and Management software, engineered specifically for contact centers, is all about creating high levels of employee...

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The ROI of Workforce Management in Contact Centers

The market for Workforce Management (WFM) solutions is going through a period of rapid growth and transformation. Workforce Management applications can augment performance and quickly show a substantial return on investment (ROI) to any organization willing to adopt...

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Making Better Business Decisions with Speech Analytics

Every day, you record hundreds or maybe thousands of audio interactions. Traditional evaluation methods let you tap into the recordings to measure agent performance, but the vast majority of your recordings are never examined. Speech Analytics can help you gain rapid...

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6 Customer Experience Challenges Every Organization Faces

The first thing any organization should look for in software to improve the customer experience (CX) in their contact center is flexibility and interoperability. Workforce optimization (WFO) and workforce engagement management (WEM) software is designed to enhance the...

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The Benefits of Speech Analytics in Contact Centers

What would be the value of being able to analyze all recorded voice data in your contact center for trends, root causes, quality assurance, and specific insights into your customer's experience? That is the promise, and reality, of properly implemented Speech...

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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...

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