Nothing can tell you more about your contact centre performance and customer experience than analysing the conversations between your agents and your customers. There are enormous business opportunities hidden within customer conversations, and gaining visibility of this information is invaluable for optimising the efficiency and effectiveness of your workforce. Sean Murphy, Director of Product Marketing at Genesys, looks at how Speech Analytics can help overcome contact centre challenges and improve agent performance. Continue reading Speech Analytics: Do you really know how your agents are performing?
Klaas van der Leest, UK Managing Director, discusses the benefits of Web chat and explains how to prepare for the chat revolution. Continue reading Web chat: Why it’s becoming the customer channel of choice
Rapide have shared lots of thought leadership recently about the importance of listening and responding to customer feedback and how their customer feedback solution, Rant & Rave, can provide a platform for this. But what about keeping customers informed and engaged throughout their journey? Continue reading Rapide publish Nine Top Tips for Enhancing Customer Experience using Proactive Communication