Blog

Subscribe to our Blog below to receive best practices, tips, and commentary from industry experts.

100 Call Center Management Tips: Expert Insights and Advice for Hiring and Training Call Center Agents, Motivating and Engaging Your Team, Workforce Management, Technology, the Metrics That Matter, and More

Managing call centers today involves much more than scheduling agents to staff the phone lines. Working as a call center agent is a stressful endeavor, and it’s up to you as a manager to cultivate a positive working atmosphere, foster a sense of ownership, and motivate your team to succeed. Of course, technology advances now […]

Read More

What Is Voice Analytics? Definition, Tips, Best Practices, and Challenges of Voice Analytics

Definition of Voice Analytics Voice analytics are the use of a voice recognition tool to analyze and record a spoken conversation. Not only does voice analytics software translate speech to text, it can also identify speaker emotion and intent by analyzing audio patterns. This software was first leveraged for commercial purposes in the enterprise in […]

Read More

Watch Brian LaRoche Present at CCW Online March 14th, 2017

Watch our own Brian LaRoche present at the upcoming coming CCW Online Event focused around Customer Experience Game Changers. This event is an online preview to CCW Digital’s premier event, the 18th Annual CCW, taking place June 26-30 at The Mirage in Las Vegas, NV. CCW Online Customer Experience Game Changers “The Efficient vs. The […]

Read More

What is the CFPB Consumer Financial Protection Bureau? Definition, Tips, Best Practices, and Compliance Challenges of the CFPB

Consumer Financial Protection Bureau Definition The Consumer Financial Protection Bureau (CFPB) is an agency of the United States government set up after the financial crisis of 2008 in order to protect the rights of consumers in the financial services industry. The CFPB has jurisdiction over areas including banks, credit unions, securities firms, debt collectors, foreclosure […]

Read More

Top Call Center Conferences 2017: 49 Must-Attend Events to Learn the Latest Trends and Technologies for Boosting Call Center Performance

Top Call Center Conferences 2017: 49 Must-Attend Events to Learn the Latest Trends and Technologies for Boosting Call Center Performance Call centers remain the most important customer channel companies have; indeed, Forrester claims that 73% of consumers opt to call when they need service, and a study by Arizona State University finds that customers are 11 […]

Read More

How Marketers Can Leverage Big Data for Customer Experience Insights: 35 Marketing Experts and Customer Experience Pros Share Their Top Tips for Leveraging Big Data to Improve CX

Everyone’s talking about Big Data and the power it holds to transform marketing initiatives from making random guesses and  hoping something sticks to strategically refining and focusing marketing strategies with laser precision. But Big Data alone doesn’t magically transform your results; true transformation lies in how you leverage data to your advantage. For many marketers, […]

Read More

What is After-Call Work (ACW) or Post-Call Processing? Tips, Industry Standards & More

A Definition of After-Call Work After-call work, also known as post-call processing or agent wrap-up time, refers to the tasks agents must complete after a call is completed. In some cases, these terms are used to indicate the time between two inbound calls, or the time during which agents are unavailable to take another call […]

Read More

Customer Experience Trends to Look for in 2017

Customer experience (CX) refers to the interactions between a customer and an organization that occur for the duration of the business relationship. In recent years, customer experience has grown in value to supersede product quality, value, and customer service. Companies that deliver superior customer experience beat the competition by retaining customers, growing their bottom line, […]

Read More

What is Interactive Voice Response (IVR)?

A Definition of Interactive Voice Response Interactive voice response (IVR) is an automated telephone system that interacts with callers and gathers information about the purpose of the call to route callers to the appropriate individual or department. In response to automated queries, callers enter information using either voice or by making selections from pre-determined options […]

Read More

What is Sentiment Analysis? Examples, Best Practices, & More

A Definition of Sentiment Analysis Sentiment analysis is a method for gauging opinions of individuals or groups, such as a segment of a brand’s audience or an individual customer in communication with a customer support representative. Based on a scoring mechanism, sentiment analysis monitors conversations and evaluates language and voice inflections to quantify attitudes, opinions, […]

Read More