Traditional quality assurance (QA) tools have always had limitations. They typically capture less than 3% of interactions, which means there’s no way they can’t deliver a complete picture of customer sentiment, satisfaction, or what’s really happening in the contact center.
As consumer expectations rise, crafting a customer experience (CX) strategy around such a small sample size no longer makes sense. That’s where the dynamic duo of AI-powered insights and quality...
When it comes to revenue generation, every sale is important. The right sales strategy (and a team ready to put it into action) is critical to meeting business goals and driving ROI – but the sales landscape is evolving quickly.
AI-powered tools are giving sales teams more insights at their fingertips than they’ve ever had before. Using those insights to understand customers better, identify sales opportunities during service interactions, and...
Posted as part of a partnership with the European Customer Experience Organization (ECXO) and Ricardo Saltz Gulko. Read full version here: https://ecxo.org/how-to-lead-a-b2b-cx-transformation-program-and-avoid-costly-mistakes/
Introduction
A successful Customer...
