MiaRec

DECEMBER 10, 2023

Every contact center managers has their tried and true method of evaluating calls they have developed over the years. For me, it was my trusted Excel spreadsheet I had developed to evaluate my agent's performance. So I get it if trading in the trusted spreadsheet or other familiar method you are using for an AI-based QM solution that automatically scores and evaluates agent performance seems scary.

Contact Center 105

Contact Center Management 105

kommunicate

DECEMBER 10, 2023

Last Updated on December 11, 2023 Generative AI has been all the rage ever since OpenAI’s ChatGPT came into the picture more than a year ago. There has been a breakout number of Generative AI tools that have taken the world by storm. It is doing everything from creating images to video editing, writing poems, [.] The post How 4 Companies Transformed with Generative AI Adoption appeared first on Kommunicate Blog.

Company 90

Company Video Tools 90

Thematic

DECEMBER 10, 2023

In academic research as well as in the business landscape, qualitative data analysis plays a crucial role in understanding and interpreting non-numerical data. It’s qualitative data analysis which makes sense of stories and personal narratives in anthropology and related fields. But it’s also qualitative data analysis which, in a business context, turns customer feedback into the kind of in-depth understanding that is invaluable in guiding a customer-centric company.

Analysis 62

Analysis Data Social Media Feedback 62

ShepHyken

DECEMBER 10, 2023

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 10 Questions Every Business Leader Should Ask About Customer Retention by Samuel Wilson (Forbes) Many of you can probably recall an experience of sitting in a big conference room with the quarterly review slides and questioning why growth isn’t higher.

Customer Service 65

Customer Service Contact Center Customer Retention Conference 65

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