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The Case for Speech Analytics: Improving Quality Program Impact for the Customer Obsessed

Being customer obsessed means you make the commitment and the investment in being able to respond quickly to customer needs to realign—or even reinvent—how you do business. Although most organizations have a quality program in place, they often produce less than compelling business value. What’s more, traditional quality programs don’t provide organizations with the responsiveness […]

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Smarter Customer Engagement with Analytics

We all know that today’s customers have higher expectations than ever before. As highlighted in my recent Dataquest feature, the proliferation of the multi-device, omnichannel culture has made it more difficult than ever for organizations to manage the people and processes required to respond to consumer expectations in a consistent, personalized and contextual manner. However, […]

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Big Data – Getting Smarter with Customer Engagement

Can you remember the last time you experienced a customer service call that actually left you satisfied? When a service interaction is seamless, that moment lives on in a customer’s mind—and it sets the expectation for how all future experiences should go. The proliferation of the multi-device, omnichannel culture has made it more difficult than […]

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