What is the difference between WFO, WFM, WEM, Conversation Intelligence & More
By Tatiana Poly on February 13, 2023 at 11:31 PM
Are you looking to upgrade your contact center software but struggling to navigate all the different terms describing various market segments? Do you not fully understand the difference between WFO, WFM, and WEM and how Customer Engagement platforms fit into all this? If so, you are n …
How To Use AI To Drastically Improve Contact Center Script Adherence
By Tatiana Poly on January 5, 2023 at 11:25 PM
Are you frustrated that your agents ignore carefully defined call scripts and just "wing it," often making customer interactions longer than they need to be? Are you looking for a way to enforce script adherence across the board but simply lack the resources to listen to every call an …
Tips On How To Maximize Your Call Center ROI
By Tatiana Poly on November 16, 2022 at 7:38 AM
In today's business world, it is more important than ever to make sure that you are getting the most out of your investment in contact center intelligence. By measuring and maximizing the return on investment on your contact center in general and your Conversational Analytics solution …
New CMS Call Recording Requirements for Insurance Providers
By Tatiana Poly on October 26, 2022 at 5:05 AM
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The Center for Medicaid and Medicare Service (CMS) has issued some new major changes to the compliance rules and guidelines that will apply to Medicare Advantage and Part D plans. The new CMS call recording requirements will apply to all independent insurance agents and are set to tak …
8 Contact Center-Generated Customer Insights Your Marketing & Sales Team Needs
By Tatiana Poly on August 12, 2022 at 12:11 AM
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Do you know what your customers are saying about you? Do they feel like you are providing the best possible customer experience you can? Or are your customers about to jump ship to a competitor or tell their friends and family about a bad experience they had with your company?
6 Expert Tips On Agent Evaluation That Will Save You Lots Of Time
By Tatiana Poly on April 19, 2022 at 5:34 AM
Every contact center manager worth their salt knows how valuable it is to consistently and frequently evaluate their agents. Properly monitoring agent performance greatly contributes to the efficiency of the agent as well as the overall team. It also identifies training opportunities …
How To Use Keyword Spotting In Call Recordings To Boost Customer Retention & Increase Profits
By Tatiana Poly on April 12, 2022 at 5:15 AM
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While most businesses prioritize new customer acquisition, it is customer retention that presents a proverbial jackpot in terms of how valuable a customer is for an organization. Existing customers:
How To Ensure Your Remote Agents Are PCI Compliant
By Tatiana Poly on December 3, 2021 at 2:12 AM
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The COVID-19 crisis has changed the business world as we know it, and contact centers from every industry had to adapt to the new normal and find the new ways of managing the workforce and providing exceptional customer experience.
5 Critical Pieces of Data Hiding in Your Call Recordings
By Tatiana Poly on November 30, 2021 at 4:21 AM
Every hour of every day, companies launch campaigns to gain awareness of customer feeling about their products and services. They’ll use surveys, cold calls, web bots, questionnaires, feedback prompts, and the list goes on. While all of these methods have merit, they're also flawed be …
New Revenue Opportunities For Service Providers
By Tatiana Poly on March 24, 2021 at 4:21 AM
The hosted telephony market is becoming increasingly competitive, as businesses in North America and worldwide turn to hosted IP telephony and unified communications services. Call recording services offers Service Providers opportunities for new revenue streams and new ways to differ …