Daily Archives: June 27, 2023

Market Research

CM.com Research on Personalization: Are Retailers Getting It Right?

Consumers today expect personalized experiences throughout their customer journey. Numerous retailers are falling short of meeting these expectations, but a recent study conducted by CM.com sheds light on the potential for improving overall brand perception by enhancing consumer experiences with personalization opportunities. Continue reading CM.com Research on Personalization: Are Retailers Getting It Right? →

Market Research

Invoca Report Finds 62% of Contact Centre Managers Cannot Analyse Enough Calls to Evaluate Agent Performance Accurately

Invoca, a recognized leader in conversation intelligence AI, released its 2023 State of the Contact Center Report to pull the curtain back on how contact centre agents work, what makes them happy, and how contact centre managers use conversation intelligence AI to drive contact centre performance and excel in customer satisfaction. Continue reading Invoca Report Finds 62% of Contact Centre Managers Cannot Analyse Enough Calls to Evaluate Agent Performance Accurately →