OUR BLOG

June 15, 2021

Customer Effort Score: A Key Metric for Your Digital Customers

Prioritizing metrics that matter most to your brand should not only be based on company culture and operational style, but also on today’s digital customers. As consumers change how they… READ MORE
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June 25, 2020

Thought Paper: Content Moderation in the Contact Center

The content moderation solution market is expected to reach a valuation of nearly $12B USD by 2027. With the exponential increase in user-generated online content, there is a growing need… READ MORE
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December 10, 2019

Make the Most of Your Metrics

Leveraging data insights is essential in making strategic business decisions. In the world of contact centers, there are so many metrics that can help illustrate the thousands of interactions that… READ MORE
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July 30, 2019

Thought Paper: Winning With Insights & Analytics

  Diving deep into customer service performance insights positively impacts customers, employees and the bottom line by creating: A meaningful understanding of what customers are thinking Easier strategic decisions Better… READ MORE
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June 27, 2019

Thought Paper: Scaling Culture Through Transformation

  It’s possible to defend and continue building culture, no matter how big a company gets. Some key things to keep in mind: Culture is learned behavior. It needs to… READ MORE
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March 26, 2019

Beyond The Contact Center Pt 2: The Driving Force of Metrics

The customer service world is lucky to have access to massive amounts of data to help navigate contact center operations. This information doesn’t just help measure the customer journey and… READ MORE
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March 20, 2019

Beyond The Contact Center Pt 1: The Strategic Value of Metrics

Did you know? It’s predicted that by 2020, 1.7 megabytes of new information will be created every second, for every human being in the world. This explosion of available insights… READ MORE
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March 14, 2019

Thought Paper: Driving Change Beyond The Contact Center

  In the customer service world, there is a ton of data available to help navigate operations. These metrics also help to: Measure the customer journey Build loyalty Demonstrate the… READ MORE
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March 21, 2018

Driving Change Beyond the Contact Center

In the customer service world, we have a ton of data we use to navigate our operations. These metrics don’t just help measure the customer journey and build loyalty, they… READ MORE
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