Blog

eCoaching in Contact Centers

The on-going digital transformation in today’s market combined with an increasingly empowered agent workforce has created a clear need for eCoaching solutions in contact centers. Every contact center faces the challenge of training their agents. Developing training...

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Gaining a 360° View of the Patient Experience

From small clinics to the largest hospital institutions, patient expectations are rising. Increased consumer demands and expectations are a facet of the digital transformation our world is experiencing. Dramatic developments in communication technologies – mobile...

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Customer Experience is King

The Customer Experience (CX) has become the key differentiator in today’s market. Access to offerings are no more than a quick search and click away with the average mobile phone. No matter how unique the product or service, competitors quickly flood the market. A...

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Contact Center Workforce Solutions

As the emphasis on improving the customer experience grows, workforce optimization and workforce management solutions for contact centers continue to rapidly evolve. The ultimate goal in their development is to boost contact center performance and enhance...

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Customer Experiences That Matter at Avaya ENGAGE 2019

DVSAnalytics will be attending the Avaya ENGAGE® show this week in Booth #333. Many of our partners and customers will be attending. We’re looking forward to connecting and exchanging the latest news about Avaya, our industry and the market.Avaya...

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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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