February 23, 2024
Enterprise Program Leadership

Unveiling Customer Experience Dynamics: Leveraging CSAT and NPS Scores to Find Areas for Improvement

Companies commonly use Net Promoter Scores (NPS) and Customer Satisfaction (CSAT) as a loyalty barometer. It comes as no surprise that when talking about Contact Center, CSAT and NPS scores become the center of conversations with our clients. CSAT...

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January 03, 2024
Technology Solution Delivery

Unveiling the Power of Intelligent Virtual Agents in Contact Center Solutions

In the rapidly evolving landscape of customer service, businesses find themselves facing customers who have higher expectations from their interactions, which now should be seamless, personalized, and efficient. To meet these demands, Intelligent...

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September 28, 2023
Information Insight

Improving Your IVR with Customer Journey Reporting and Analytics

Does this experience sound familiar? You call your bank, health insurance provider, or utility company. You get an automated response with nine different prompts and none of them match your need. You press zero. You say “Agent.” At this point,...

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