Find Out Why Customers Engage Through the Science of Conversation

Call center agents interact with more customers daily than any other department of your company – and these conversations tend to be what makes or breaks the customer’s perception of the brand. That’s why it’s crucial to plan for every type of problem that a contact center agent could encounter, and that begins with not […]

Read More

The Agent Churn Cycle: Why It Happens and How to Prevent It

Today’s contact centers are all too familiar with agent turnover. The industry’s employee turnover rates remain more than double the average for all other U.S. occupations, with large call centers reaching over 50%. Not only does this come at an expensive cost to companies due to the time and resources it takes to hire and […]

Read More

Higher Quality Recording from the Cloud generates more ROI than “free” recording

That title is a pretty bold statement, no? Saying that something you pay for is better and generates more ROI than a free and normally “good enough” alternative, but it happens to be true! First, let’s understand what I mean by Higher Quality Recording (HQR).  Calls are traditionally recorded on-premise using a “tapping” technology that […]

Read More