We have already looked at the Top 25 positive words and phrases so we thought with speech analytics and emotion detection being in the spotlight, we would look at the key words and phrases that customers use to express their dissatisfaction.

This might help with agent training…. (more…)

Managing customer expectations is important, exceeding them is critical.

Many customers only experience a brand when they interact with a contact centre agent. Jaime Scott provides six steps about how to do this. (more…)