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The Future Customer Service Leader: Using Data, Storytelling, & Organizational Collaboration to Improve the Customer Experience [2023]Contact Center
June 9, 2023

The Future Customer Service Leader: Using Data, Storytelling, & Organizational Collaboration to Improve the Customer Experience [2023]

When considering the future of customer service, the industry is largely evaluating new call center technology and the growth of artificial intelligence.

First Contact Resolution: How to Improve Your FCR Score While Maintaining Great CXContact Center
June 6, 2023

First Contact Resolution: How to Improve Your FCR Score While Maintaining Great CX

First Contact Resolution (FCR) is a customer service metric that measures the ability of a business to address a customer’s contact reason during their first interaction.

What is Interactive Voice Response (IVR)?Contact Center
May 30, 2023

What is Interactive Voice Response (IVR)?

Interactive Voice Response (IVR) is an automated telephony system that allows callers to interact with a computerized voice or touch-tone keypad to access information or services.

Artificial Intelligence in Call Centers: How AI is Used in Call & Contact CentersContact Center
May 10, 2023

Artificial Intelligence in Call Centers: How AI is Used in Call & Contact Centers

Artificial Intelligence, or AI, is revolutionizing the call and contact center industries. From reducing operating costs to improving customer experience, using AI can provide significant advantages for both businesses and customers.

RPA: What is Robotic Process Automation?Contact Center
May 30, 2023

RPA: What is Robotic Process Automation?

Robotic Process Automation, or RPA, is a software technology that emulates human actions, making it possible to automate rule-based and repetitive manual jobs. RPA enables software robots to interact with Software-as-a-Service applications and IT systems, allowing employees to focus on more creative and high-value activities.

What is AHT (Average Handle Time) and How to Reduce ItContact Center
April 28, 2023

What is AHT (Average Handle Time) and How to Reduce It

Average Handle Time (AHT) is a critical metric that measures the average time an agent spends handling a customer interaction. AHT is a key performance indicator for contact centers since it can directly impact both customer satisfaction (CSAT) and overall operational costs.

Five9 Review & Alternatives [2023]Contact Center
April 26, 2023

Five9 Review & Alternatives [2023]

Five9 and other alternatives are helpful CCaaS solutions for businesses managing the customer journey.

Tethr Review & Alternatives [2023]Contact Center
April 20, 2023

Tethr Review & Alternatives [2023]

Tethr is an artificial intelligence-enabled speech analytics solution that allows call centers and other organizations to track, analyze, and gain insights into customer conversations.

Transforming Customer Service: Understanding & Solving the Data ChallengeContact Center
April 22, 2023

Transforming Customer Service: Understanding & Solving the Data Challenge

Customer demand insights help contact center leaders identify actionable opportunities to improve customer experience and reduce customer service costs.

What is Contact Center as a Service (CCaaS)?Contact Center
April 6, 2023

What is Contact Center as a Service (CCaaS)?

Operative Intelligence can be implemented quickly by contact centers that use CCaaS solutions since our platform easily accesses data through APIs.

Understanding the Power of the Net Promoter Score: The Ultimate Guide to NPS [2023]Contact Center
April 18, 2023

Understanding the Power of the Net Promoter Score: The Ultimate Guide to NPS [2023]

Learn how to calculate, interpret, and use the Net Promoter Score (NPS) to gain valuable insights into customer satisfaction and identify areas for improvement.

Unpacking Customer Demand: The Next Frontier for Customer Experience TransformationContact Center
April 4, 2023

Unpacking Customer Demand: The Next Frontier for Customer Experience Transformation

As an industry, we've become highly proficient in managing and optimizing support interactions as they occur within the contact center. These strategies have been guided by traditional and important metrics like Average Speed of Answer, Average Handle Time and in the last decade, Customer Satisfaction and NPS.

What is an Outbound Call or Contact Center?Contact Center
March 22, 2023

What is an Outbound Call or Contact Center?

The primary purpose of outbound call or contact centers is to conduct outreach to potential and current customers. Some even offer opportunities for customers to select the time they’d like to speak with one of their agents. Whether they’re trying to sell a good or service, support onboarding, encourage product usage, or enhance customer retention, outbound call centers are designed to manage large volumes of outgoing calls while maintaining great customer service.

16+ Top Call Center Phone Systems & Software for Your Business [2023]Contact Center
March 8, 2023

16+ Top Call Center Phone Systems & Software for Your Business [2023]

Knowing which call center phone system to invest in is critical for any call or contact center. The right phone software can support improved agent performance, optimized call center efficiencies, and a better customer experience.

How to Outsource Customer ServiceContact Center
March 8, 2023

How to Outsource Customer Service

Operative Intelligence analyzes 100% of inbound interactions and shares the root causes of overall inquiries using direct phrases from customer speech.

What is a Multichannel Contact Center?Contact Center
February 23, 2023

What is a Multichannel Contact Center?

Learn what multichannel contact centers are, how they can optimize customer service operations, and this system’s limitations.

CallMiner Review & Alternatives [2023]Contact Center
March 8, 2023

CallMiner Review & Alternatives [2023]

To determine the most suitable CallMiner alternative for your business, it’s helpful to evaluate pricing plans, customer support services, scalability options, and ease of implementation. If you’re looking for an automated solution that can provide deep analytics and predictive insights from customer conversations, Operative Intelligence is the best choice.

Ultimate List of Call Center Statistics for 2023Contact Center
February 1, 2023

Ultimate List of Call Center Statistics for 2023

With so many exciting industry changes happening this year, we've compiled this list of call center statistics to review the current state of call centers and the future of customer service.

21+ Top Call Center SoftwareContact Center
February 1, 2023

21+ Top Call Center Software

There are many call center software on the market, and the best call center software for an organization depends on what they’re looking for. Is it a phone system? A communication API? Advanced customer intelligence?

What is CSAT: Customer Satisfaction Score?Contact Center
January 27, 2023

What is CSAT: Customer Satisfaction Score?

Customer satisfaction score, or CSAT for short, is a key performance indicator that enables contact center management to track and measure customer satisfaction. Operative Intelligence is the best way to measure CSAT–and all contact center metrics. OI analyzes 100% of inbound interactions and shares the root causes of overall inquiries using direct phrases from customer speech.

Call Journey Review & Alternatives [2023]Contact Center
February 10, 2023

Call Journey Review & Alternatives [2023]

Call Journey is a conversation intelligence platform that uses speech and text analytics to augment quality assurance. It can help businesses manage, track, and analyze customer communications to deliver insights on business performance, risk management & compliance.

What is Business Process Outsourcing (BPO)?Contact Center
January 27, 2023

What is Business Process Outsourcing (BPO)?

Business Process Outsourcing is the practice of contracting a specific business task, such as payroll, accounting, customer service, or technical support, to a third-party provider. BPO enables companies to focus on core business activities while leveraging expertise and technology from the outsourcing partner. 

What is an Omnichannel Contact Center? How to Create a Seamless Customer Service ExperienceContact Center
January 27, 2023

What is an Omnichannel Contact Center? How to Create a Seamless Customer Service Experience

This post will cover what an omnichannel contact center is, how it works, and how businesses can successfully implement one to enhance the customer service experience.

NICE Nexidia Review & Alternatives [2023]Tech
January 27, 2023

NICE Nexidia Review & Alternatives [2023]

With its advanced analytics tools and capabilities, NICE Nexidia helps improve customer satisfaction, increase efficiency and reduce costs. But what if you need a NICE Nexidia alternative? This guide will review some of the top alternatives to NICE Nexidia so you can find the right one for your business. 

Call Center Analytics to Know to Improve the Customer Experience [2023] Contact Center
January 27, 2023

Call Center Analytics to Know to Improve the Customer Experience [2023]

Advanced call center analytics helps customer experience teams put the customer first. But to fully realize the power of these analyses, call centers must use the right analytics software.

What is Contact Center Management? Strategies & Tips for 2023Contact Center
January 27, 2023

What is Contact Center Management? Strategies & Tips for 2023

Effective call center management is an integral part of any successful business. Operative Intelligence provides improved analytics and customer insights that help businesses remain agile and up-to-date

Call Center Reporting: Your Guide for 2023Contact Center
January 27, 2023

Call Center Reporting: Your Guide for 2023

Call center reporting is a vital tool for call centers to measure performance, identify areas of improvement, and take action.

NICE Nexidia vs. Call Journey vs. Tethr vs. Callminer vs. Operative IntelligenceTech
January 27, 2023

NICE Nexidia vs. Call Journey vs. Tethr vs. Callminer vs. Operative Intelligence

NICE Nexidia, Call Journey, Tethr, Callminer, and Operative Intelligence are customer intelligence platforms. While the platforms are similar, some have a different approach to capturing the customer journey and using this data to drive company-wide change.

Contact Center Analytics: Everything You Need to Know [2023]Contact Center
January 27, 2023

Contact Center Analytics: Everything You Need to Know [2023]

Contact center analytics help organizations better understand customer needs, agent capabilities, and how well their product or service is performing

Contact Center Automation Guide for Improving Customer Experience [2023]Contact Center
January 27, 2023

Contact Center Automation Guide for Improving Customer Experience [2023]

Contact center intelligence automation is the process of utilizing technology to automate routine daily tasks without human intervention. It involves leveraging technology to undertake and perform duties previously handled manually.

Call Center Technology Types, Tools, and Trends [2023]Tech
January 27, 2023

Call Center Technology Types, Tools, and Trends [2023]

What are the most important call center technologies? And what trends should call center professionals be aware of? Here is an overview of call center technology types, tools, and trends of this year.

Data-Driven Decision MakingContact Center
March 3, 2022

Data-Driven Decision Making

Learn how myob unlocked the "Holy Grail" of data-based continuous improvement in the contact center

Identifying Automation OpportunitiesContact Center
March 4, 2022

Identifying Automation Opportunities

Discover how to unpack your contact center data to identify automation opportunities with a built in ROI

How to turn 'Why' into ROIContact Center
March 3, 2022

How to turn 'Why' into ROI

Learn how Apple Federal Credit Union is using Demand Insights to transform how they think about and manage the member experience

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