Explore resources to succeed on your CX journey.
Keywords sometimes fail to answer what was said | SuccessKPI The conversation A customer said she was leaving, and the system did not pick it up. A telecom provider has configured its speech analytics platform with a “Cancellation” topic, a list of keyphrases it expects customers to say when they want to cancel or leave. […]
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Why 88% of organizations report improved agent satisfaction from AI—and how to replicate it
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Why 88% of organizations report improved agent satisfaction from AI—and how to replicate it
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Survey response rates are falling and the responders skew to the extremes. Here’s what high-performing contact centers are doing instead.
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Discover how Maximus and SuccessKPI deployed next-generation conversation analytics for the CDC’s 20,000-agent vaccination hotline — achieving 100% quality coverage, a 30% reduction in QM staffing costs, and real-time citizen insights across voice, SMS, and chat.
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Why AI accuracy depends on shared data—and what happens when that foundation is missing
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If you can’t compare it, you can’t improve it. This guide shows what high-performing contact centers measure, and gives you the benchmarks to evaluate your own performance, identify gaps, and take action.
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Discover how AI-powered automation is transforming contact centers into growth engines—boosting CX, reducing costs, and driving measurable ROI.
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SuccessKPI uses GenAI-powered quality management to analyze 100% of customer interactions—automatically evaluating agent performance, customer sentiment, compliance and resolution quality at scale.
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SuccessKPI uses GenAI-powered quality management to analyze 100% of customer interactions—automatically evaluating agent performance, customer sentiment, compliance and resolution quality at scale.
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SuccessKPI CEO, Dave Rennyson, shares four action-oriented insights from real contact center operations to fix core CX challenges, reduce risk, and turn insights into measurable results.
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Learn why the 2025 Frost Radar™ positions SuccessKPI as a high-momentum, innovation-led challenger that punches above its weight in workforce engagement management, for the 3rd year in a row.
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