What is Speech Recognition? (It’s Not What You Think!)
In this post: What is speech recognition? Speech recognition terminology Is speech recognition a dated term? Why do businesses want voice-based tools? What is speech
In this post: What is speech recognition? Speech recognition terminology Is speech recognition a dated term? Why do businesses want voice-based tools? What is speech
2021 has sped by – and it wasn’t been easy for many! So what does success look like in a year when the rules went
In this post: Why are IVR solutions idiots? How do IVRs create problems? What’s the *solution* for IVR solutions? What are the benefits of integration?
Contact centers are often faced with myriad issues when it comes to adapting and adopting practices and solutions that can transform the way they operate.
Post summary: AHT makes a poor agent target but remains an important number for call centers to monitor Call centers which manage to organically reduce
Post summary: The cornerstone of customer loyalty is great service. Automate wherever you can and focus on pleasing customers instead of trapping them. Create a
Post summary: Conversational IVR will be the biggest use for Natural Language Understanding. But the tech also has valuable uses for agent productivity. New automation
Customer experience is the guiding light of successful businesses. And that has always been the case! We sometimes talk about CX like it was invented
In this post: What is conversational IVR service? How does conversational IVR service save money? Conclusion It’s risky, being an early adopter. But Delta Air
Getting too many calls is one of the biggest threats to the contact center. Very high call volume damages customer experience, puts strain on agents