Dave Rennyson
Dave “Renny” Rennyson is the CEO of SuccessKPI. He is a passionate SaaS veteran, global executive, a lifelong learner, and the co-author of “The Art of SaaS.” Dave is obsessed with customer success, solving big problems for his customers, and building highly usable SaaS products that transform the customer experience. Prior to his role at SuccessKPI, Dave served in various senior executive roles at MicroStrategy, Genesys, Angel, Broadband Office, Interactions, Spirent, and Verizon. He enjoys running, reading, skiing, traveling, and trying to play Catan at times a bit too competitively with his family.
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 MoreSix Top Metrics and Reports Every Call Center Manager Must Have
Call center managers play a crucial role in meeting organizational goals. Since the call center is the point of contact between customers and the business, it requires top-notch management. Luckily, managers can utilize a wide range of call center analytics metrics and reporting capabilities to gauge success. Proper call center analytics and reporting can improve…
Read MoreHow Interaction Analytics Improves Call Center Productivity
Organizations use various contact center channels to interact and understand customers. These numerous channels create a problem when it comes to sorting out customer data. Interaction analytics provides the solution to analyze customer interaction data as a whole to solve this problem. Ideally, interaction analytics is an omnichannel approach to analyzing data from all channels…
Read MoreWhat Are the Must-Have Features for a Call Center Text Sentiment Analysis Software?
Text sentiment analysis software helps analyze text communications in real time to detect callers’ intent, tone, and emotions. It can analyze conversations and uncover more context better than the human aspect. With reliable text sentiment analytics software, you can acquire valuable customer feedback and use it to enhance satisfaction. Most organizations are turning to text…
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Why Enterprises Should Care About Call Center Quality Assurance Software
Customers demand quality service at all times. While it’s easy to provide quality services, maintaining that for a long time makes the difference. Large enterprises leverage quality assurance to improve customer satisfaction and gain a competitive edge. The process of quality assurance helps identify flaws and shortcomings in service provision. With great call center quality…
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Why Occupancy Rate Is Critical to Call Center Analytics Reporting in Large Contact Centers
Occupancy rate is an incredibly important metric in any call center. A call center that wants to improve its efficiency and overall customer satisfaction must develop a more holistic approach to the occupancy rate. Occupancy rate represents the percentage of time that agents spend on calls against idle time. However, some call centers confuse this…
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Contact Center Intelligence: Unlocking the Opportunities Hidden in the COVID-19 Crisis
2020 has been tagged with every adjective — it deserves no further introduction or attention. Yet during all the 2020 dark days, some unique opportunities emerged for those who made moves to the cloud. Especially those who unlocked the power of serverless architectures. One of the bright stars to emerge during this difficult year was…
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What Is A Call Center Analytics Dashboard and Why Do You Need It?
Hard to believe, but it’s been thirty years since I first walked into a contact center—C&P Telephone Company of Virginia located in Richmond, Virginia, which would later become part of Verizon. Back then they weren’t even called “call centers”, let alone “contact centers”. People referred to them as “business offices”. The journey that got me…
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The Rise of REAL Speech Analytics
The first time I heard about speech analytics I was in awe. I was running an IVR company and could barely get the IVR prompts to be understood. How on earth could anyone be analyzing whole sentences? I spent a few days in a contact center with a friend to see the fuss and was…
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Genesys Covid Offer
SuccessKPI, a premium AppFoundry parter, has joined hands with Genesys to battle the impact of COVID-19 and help businesses serving our communities by providing free access to the BI and Analytics reporting suite. Who can take advantage of this offer? Any Genesys customer currently taking advantage of Genesys Free 90 Day COVID offer. What is…
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