Blog: CX Analytics
Recent Posts
There is a bias that call recording software is only good for listening to past calls for quality assurance and compliance. In reality, speech analytics is a valuable tool for any customer service...
You may have heard the phrase, “customer centricity is a journey, not a destination.” A good customer experience (CX) program is never complete. It should be continuously refined and...
Creating an outstanding customer experience may catch a customer’s attention but unless it’s a consistent experience, it won’t win their loyalty. Especially at a time filled with...
The Coronavirus pandemic has led to tectonic shifts in how people live and work all around the world. Social distancing and stay-at-home orders have upended traditional societal norms for work,...
Customers want to be heard in times of uncertainty, but massive call spikes and closed offices are some of the challenges getting in the way of the human connection that’s desperately needed...
Contact center associates have long been at the front line of customer issues but historically, companies have not typically tapped their insight for new customer solutions. What if, instead of...
In times of crisis -- like right now -- people are naturally anxious. They are unsure of what will happen next. They have questions. They need answers. And in many cases, they are looking to...
To weather a crisis, it's essential that you react and plan strategically. TTEC's webinar, COVID-19 NOW: What you need to Know NOW, tackled the resiliency practices contact centers need to...
Work-from-home options are becoming the norm as companies manage through social distancing concerns while sustaining business continuity. The contact center industry is no different. Large...
Contact center agents are tasked with providing an exceptional customer experience for the brands they represent. They’re the first line of defense and an integral representation of the...