In many ways, feedback from the customer is the most valuable input a business can get. That said, it’s also the most difficult to solicit, quantify and track over time. Customer feedback often comes through anecdotes, usage patterns and chu...Read in full →
Despite all the advancements in call analytics, the call disposition remains our most powerful tool for understanding agent conversations. Yet, as any tenured manager will tell you, it can also be our most problematic.
To date, ...Read in full →