Dave Rennyson

Running a contact center has inherent challenges — striking the perfect balance between customer satisfaction, agent satisfaction, and efficiency isn’t simple. Most organizations seek to understand their contact center performance by measuring agent and customer metrics but, as anyone who’s ever had a call center job can tell you, accessing all the information you need…

Customer experience (CX) is on everyone’s radar. Great experience drives churn reduction, revenue growth and builds competitive advantage. Though the importance is ubiquitously acknowledged, most CX leaders don’t believe they currently have the strategy in place to improve customer experience in a transformational way.     The difficult reality is that it’s far easier to envision thought leadership on this topic than it is to operationalize it. There’s a huge gap between best practice visions and where most businesses are operating. Of course, the vision work is critical to building the…

Call center analytics software is a vital tool for any business that thrives in a competitive environment. It allows you to analyze crucial data, track quality KPIs, and improve customer satisfaction. There is a wide variety of analytics software to choose from, depending on the nature of the contact center. Having high-quality call center analytics…

Modern-day organizations receive massive amounts of text data from clients through various channels, such as IVR, chatbots, and social media. Processing the sheer volume of information can be challenging, and that’s why most organizations are turning to text analytics.  Text analytics automates the process of analyzing and visualizing unstructured text data. This technology utilizes Natural…

Managers should proactively evaluate KPIs to monitor performance. Contact center KPI metrics give a clear view of customer satisfaction, responses, and sales.  It’s relatively easy to obtain KPIs, but the challenge is formulating the right ones to track. However, there are specific ones that help you measure inbound call success. If you want to determine…

Quality assurance (QA) is the process organizations use to ensure excellent products and services. A comprehensive QA data evaluation process highlights common issues and is imperative to exceptional customer service.  Unless your organization delivers unbeatable customer service, you’ll continuously observe high churn and low retention issues. Your QA enables you to monitor performance and identify…

Call center analytics solutions help organizations to optimize their KPIs and achieve better results. These analytics solutions give companies a 360-degree view of the major KPIs and metrics. Contact center analytics solutions are a great option to improve customer experience and achieve positive business outcomes. However, the majority of contact centers don’t implement the right…