How Can You Expect Your Contact Center Executives to Know the Best

According to Time Doctor, 50% of customers have higher expectations for customer support today than the previous years. It goes to show that the need for reliable support is growing. However, companies seemed to be coming up short with it because only 26% of consumers had positive feedback compared to the 49% who had otherwise. […]

Why Your Contact Center Needs Speech Analytics

According to research done by MarketsandMarkets, the global speech analytics market size will grow from $1.5 billion in 2020 to $3.8 billion by 2025, at a Compound Annual Growth Rate of 20.2% during the forecast period. The increase is not surprising because of the growing need for customer service improvement.  Speech analytics is useful to […]

Top 9 Trends in Contact Center for 2021/2022

Did you know that a survey conducted in the US says that around 44% of individuals prefer customer service via phone call as their primary channel? That is 21% higher than other channels available and, where live chat is the second at 23%. These numbers might give you a hint on what to expect in […]