Analytics & Metrics

Do you simply want to score your customer experience? Do you simply want to learn what you could do better? Or, do you want to empower all members of your organization to actually build a better exp...

All organizations have key objectives for their customer contact functions. They know how they feel about “efficiency vs. customer metrics.” They recognize the demand for low-effort, highly personaliz...

Given that we’re in the age of customer centricity, it should come as no surprise that 99% of companies identify customer analytics as “important” to the customer experience.Unfortunately, many make c...

What are customers demanding? Better interactions – throughout the journey.They expect the business to provide fast, effortless, accurate resolutions on the very first contact, regardless of channel.H...

Are you looking to understand the voice of your customer? We know the answer, yes. But how do you do it with the sheer amount of speech data you are collecting? Traditionally, organizations can only a...

Organizations are under enormous pressure to retain current customers and attract new ones. Good customer service differentiates your brand in the market. Innovative customer service organizations tha...

Data is a powerful tool for today’s retailer. The information generated by website visits, customer purchases and store loyalty programs contains rich insights that can be used to drive marketing auto...

According to research from Forbes, over 80% of business executives still share a belief in the power of face-to-face meetings. While being mobile and web-based allows for people to engage with each ot...

With the customer experience reigning as a top business priority and businesses continuing to transform their customer service operations into omni-channel customer engagement centers, 2013 was...

Hype does not have a guaranteed impact on reality, and nowhere is that more evident than in customer management. The latest research in conjunction with CFI Group’s Contact Center Satisfacti...

With a combination of strategic and technological tools available, no contact center can be excused for falling out of touch with its customers. In this Q&A with Call Center IQ reporter Shawn Sieg...

The reality that what resonates on paper does not always resonate in the corporate world is a lesson of immense familiarity to the customer management community. Concepts like social customer care...