Emotion vs. Sentiment Measures
Emotion vs. Sentiment Measures: Understanding the Difference and Value Customer experience (CX) and employee experience (EX) are more critical than ever for businesses aiming to build loyalty and drive growth.
The Future of Voice Technology
The Future of Voice Technology: Predictions for 2025 and Beyond The death of voice as a channel has been largely overstated over the years, and by all accounts, it will
Redefining Quality Assurance
AI-Driven Insights: Redefining Quality Assurance in Contact Centers Quality assurance (QA) is a critical function in contact centers, ensuring that agents adhere to compliance protocols, deliver exceptional customer experiences (CX),
The Evolution of Speech Analytics
The Evolution of Speech Analytics: From Manual Processes to Generative AI In the digital age, businesses generate vast amounts of voice data through customer interactions. What was once an untapped
Importance of Post-call Analytics
Why Post-Call Analytics is Foundational for Contact Centers In the ever-evolving world of customer experience (CX), contact centers serve as critical hubs for customer engagement. Businesses invest heavily in improving