How Important is Contact Center CX?


Customer Experience – noun

cus·​tom·​er ex·​pe·​ri·​ence | \ ˈkə-stə-mər ik-ˈspir-ē-ən(t)s \

The impression you leave with your customer, resulting in how they think of your brand, across every stage and touchpoint of the customer journey.

It’s been said there are three sides to every story. In a …

Deliver Personalized Care Across Channels: Join us at Customer Contact West: A Frost & Sullivan Executive MindXchange


Fall is in the air.  That means it’s time for apple picking, pumpkin carving and the 15th Anniversary Customer Contact West: A Frost & Sullivan Executive MindXchange, October 27 – 30, 2019 in Huntington Beach, California.  We’re excited about participating in these action-packed few days.

In …

eBook: 10 Bottom-Line Reasons to Invest in Speech Analytics for your Contact Center


Can you turn business insights into reduced operating costs?


Speech analytics creates opportunities within your organization to uncover valuable insights by analyzing customer sentiment.

This creates a positive impact to your bottom line, including:

Reduced Quality Management Costs

Contact centers lack the time and manpower to evaluate a statistically …