Communications Industry

Considering a homegrown generative AI solution for conversation intelligence? Here’s why it’s harder than you think

Today's conversation intelligence solutions are applying GPT and LLMs, and organizations must carefully evaluate building in-house solutions. Read thi...

CallMiner Named the Only Leader in Conversation Intelligence for Customer Service

Forrester Research has named CallMiner the Leader in The Forrester Wave™: Conversation Intelligence for Customer Service, Q3 2023 report, receiving to...

Five ways tech companies can use customer insights to drive business transformation

Here’s how tech companies can use AI-based conversation intelligence to succeed and improve CX in today’s economy using 100% of omnichannel customer f...

25 use cases & examples of real-time analytics

Read this blog to better understand what real-time analytics is and how it works, as well as 25 real world examples of how organizations across a rang...

Best practices & tips for effective call center scripts

Call center scripts are crucial for contact centers to ensure customer satisfaction. Read examples of best practices for call center scripting from th...

Anatomy of a successful call center agent: 25 tips & characteristics

Some of the most successful call center representatives share some important and valuable characteristics to look for when hiring call center talent.

How Trends Are Changing With Unified Communications

Unified telecommunications is a solution in the communications world that allows businesses to get more out of their crucial tools and applications, b...

7 Ways of Using Speech Analytics To Shape Your AI Strategy

Learn how speech analytics can inform your artificial intelligence (AI) strategy and optimize your customer experience by uncovering valuable customer...

Deliver Performance Scores Directly to Your Agents

A contact center must look at agent productivity, expenses, and eliminate steps in the agent’s process.

Omnichannel Data & Analytics: Making Omnichannel Work

The guide emphasized how to ensure that omnichannel efforts move in the right direction and deliver the best possible results.

Multi-Tasking & Active Listening for Call Center Agents

In addition, speech analytics software can help managers understand and measure their agents' empathy.