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Crash Course on Contact Center Analytics: Speech Analytics vs. Voice Analytics vs. Text Analytics

Most contact center leaders know analytics can unlock insightful clues for improving associate performance, making processes more efficient, and raising customer satisfaction levels. But with so...

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How to Make the Dream Marketing and Sales Team a Reality

When sales and marketing integrate magic happens. We call this demand generation, or demand gen for short. Demand gen is when marketing and sales enable technology to propel and influence potential...

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Customer Acquisition vs. Retention: The Perfect Balancing Act

The art of attracting and keeping customers is a balancing act, and the pandemic was an anvil thrown onto the scale. The brands that survived the shift in everyday life knew how to not only bring...

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How to Create a Differentiation: Customer Service vs. Customer Experience

In today’s uncertain economic environment, customer experience and customer service have become critical topics. But while these terms are often used interchangeably, there are crucial...

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For Federal Government Agencies, A New CX Mandate

Among the many impacts the COVID-19 pandemic has had on government, one of the biggest has been the onslaught of calls, inquiries and requests for information swarming government agencies - unlike...

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3 Ways Contact Centers Can Deliver on Digital Expectations

The pandemic accelerated digital adoption of messaging, web, and cloud at light speed, and in doing so contact centers have been at the front-line of large volumes of people in need for support,...

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How to Bridge the COVID-19 Vaccine Gap with Digital Solutions + Human Expertise

Getting the COVID-19 vaccines to constituents in an organized and efficient manner is essential to a successful vaccine rollout and ending the pandemic. Yet, in most areas of the United States,...

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The CMS Five-Star Quality Rating System is Changing. Here’s How to Stay on Top

The Centers for Medicare and Medicaid Services (CMS) is raising the stakes on patient and member experience for health insurance organizations. CMS recently introduced changes to its Five-Star...

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Customer Experience vs. Customer Engagement: Here are the Vital Differences

Customer experience (CX) and customer engagement may seem like different names for the same concept, but they aren’t. While companies sometimes use the terms interchangeably - and, even more...

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Analytics Can Give Sales Team a Winning Edge

As many sports fans know, the book (and later, movie) “Moneyball” tells the story of the Oakland Athletics’ 2002 season - specifically, how the team’s General Manager Billy...

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