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“What we’ve found is that the people who take surveys either had a really good or bad experience. You never hear from the forgotten middle, which is the most important and largest group of your membership base.”
“Training agents to use acknowledgment language–expressing empathy–has always been challenging. But within our first month of using custom QA scoring, we saw our agents’ use of acknowledgment language go up 31%.”
CallMiner helps businesses and organizations improve contact center performance and gather key business intelligence by automating their ability to listen to every customer interaction. CallMiner’s market leading cloud-based speech analytics …
Creovai is now part of Capacity, which reduces call volumes, improves customer experiences, and boosts revenue with AI-powered voice automation. Creovai enhances Capacity's suite of omnichannel support tools with real-time …
MaestroQA is software for customer service quality management. Whether it's CSAT, NPS, or brand loyalty, they'll help you drive the experiences that impact these metrics. Their customer service quality assurance …
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