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10 factors in selecting an automation partner

Improve agent work-at-home performance with 8 unconventional uses of speech analytics

Speech-to-text and speech analytics technologies are often focused on capturing, understanding, and harnessing the voice of the customer to improve products and services. Time and again, speech analytics are used to unearth customer sentiment, cultivate better customer satisfaction, identify contact drivers, monitor customer views on competitors, and identify customer issues with communications channels (website, ecommerce, […]

Boost CSAT, ESAT, retention, and savings with a Modern CX approach

According to a 2020 Walker study, the top business priority for the next five years is customer experience—because 86% of buyers are willing to pay more for a great experience. In an Outsourcing World Summit 2021 presentation for the International Association of Outsourcing Professionals (IAOP), Andrew Kokes, HGS Global Head of Marketing, and Lauren Kindzierski, […]

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