Customer Experience Today
While designing AutoCompose, the ASAPP design team turned down the noise in the agents’ workflow to give them a UI that signals the right suggestions at the right time. Read more
The keys to CX success in 2022 (and beyond)
The new year brings new challenges for CX organizations. Here are four real ways teams are succeeding during these uncertain times. Read more
Modern CX orgs need to think about agent efficiency in a modern way
Are you measuring what matters in your contact center? AHT – or average handle time – can’t really measure agent efficiency in an asynchronous, digital world. Here’s thought on more modern metrics. Read more
The danger of only using containment rate to measure success
Containment rate is not a good measure of success, used alone. A good metric will also consider if the customer’s need was met. Here’s how we measure. Read more
How do you know if ML-based features are really working?
How do you measure efficiency and effectiveness in your contact center—for individual agents and for the team as a whole? Gain insight from our CX pros working with large consumer brands. Read more
Balancing customer expectations with efficiency
Are you meeting your customers where they are? Don’t get left behind as customer expectations evolve. Watch now
Why companies who want true VoC need to engage the power of AI
Engage the power of AI to get rich voice of the customer (VoC) insight that you can act on right now. Build loyalty and grow CLV. Read more
When automation is ‘all or nothing’—what are you missing?
Automation or agent? The best results are achieved when you integrate AI into human workflows, optimizing efficiency for both live interactions and self-serve. Read more
You can’t get this depth of VoC insight from a few surveys
Transcribe and analyze every call to gain deep insight into what your customers care about and how your contact center is performing. Watch now
Are you missing key revenue growth opportunities?
Identify best prospects and proactively engage them (at the right time) to close more sales. Learn how to grow revenue with the help of machine learning. Watch now