Overcoming Top Cloud Contact Migration Challenges
Are you looking to shift your contact center to the cloud? If so, then you are far from alone. A recent study reports that more than sixty-four percent of IT decision-makers say that their cloud strategy is essential to remaining competitive in their industry. Gartner predicts that at least 50 percent of contact centers will…Read More
Quality Management for the Contact Center
As customer expectations rise, organizations have new challenges and objectives to reach for contact center quality management.Read More
Following 10x revenue growth, SuccessKPI Announces Strategic Growth Investment of $33MM by Banneker Partners
SuccessKPI is proud to announce a $33 million strategic investment from Banneker Partners. This investment is testament to the amazing results our customers are achieving, the incredible work of our team and the rich collaboration of our technology and delivery partners.Read More
Transforming the Contact Center with Actionable AI and Machine Learning
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…Read More
Tackle These 3 Key Areas to Improve Customer Experience
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…Read More
How Investing in a High-Quality Call Center Analytics Software Improves ROI
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…Read More
Tips on How to Use Text Analytics Dashboard to Deliver Superhuman CX
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…Read More
Which Are the Best Contact Center KPIs and Metrics to Measure Inbound Call Success?
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…Read More
Which Call Center QA Data Evaluation Methods Should You Use During the Pandemic?
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…Read More
Which Contact Center Analytics Solutions Should You Be Using for Your Business?
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…Read More