Turn regulatory expectations into better outcomes – for both your customers and your contact center. Consumer Duty isn’t just another compliance tick-box. It’s a strategic opportunity to raise the bar on customer outcomes. This year, the FCA’s focus is firmly on how firms evidence their progress. That means your next board report isn’t about what…

What if you could understand the tone, emotion and intent behind a customer interaction, all in an instant? Well, you can. Under the broader umbrella of conversation intelligence, customer sentiment analytics provide contact centers with unparalleled insight. Having this information to hand, with minimal human effort, gives organizations all the qualitative information they need to…

Discover how you can automate your QA scorecards to improve customer interactions and improve call centre performance.  Contact centre quality assurance (QA) scorecards have undergone a remarkable transformation in recent years. The traditional scorecard, once a rigid checklist of agent behaviours, has the potential to evolve into a far more dynamic tool – one that…

Imagine being able to understand not just what your customers say, but how they feel when they say it. That’s the power of call center speech analytics. For modern call centers – where every interaction matters – it’s an essential tool for improving service, efficiency, and overall customer satisfaction. Key takeaways What is speech analytics?…

We explore how the standard call disposition process prevents you from getting the best customer insights.  Organizations need to understand why customers are contacting their customer service teams. Doing so enables you to optimize the customer experience, deflect unwanted demand to self-service and improve productivity.  Traditionally, disposition codes have been the go-to method for categorizing…

Discover how your call center can implement consumer duty best practice to stay compliant and competitive. The introduction of Consumer Duty by the Financial Conduct Authority (FCA) in 2023 placed a renewed emphasis on prioritizing good consumer outcomes, fairness, and protections for customers.  While it’s essential to meet regulatory requirements to avoid heavy financial penalties…

Voice analytics, sometimes called conversation analytics, offers businesses the ability to decode tone, sentiment, and intent to improve customer experience and drive smarter decisions. By analyzing both the words spoken and the emotions behind them, voice analytics allows businesses to uncover actionable insights that would otherwise go unnoticed.  In this post, we explain how voice…

Imagine you could understand the specific reason why customers are repeatedly contacting you, at scale. What if you could uncover not only the number of customers you have that are vulnerable, but why?   Enter predictive Voice of the Customer metrics: AI-driven insights that allow contact centers to anticipate customer experience issues before they escalate….

Customer service and support (CS) leaders face mounting challenges in capturing actionable insights about the customer experience (CX). While 94% of CS organizations use customer surveys as part of their voice of the customer (VoC) programs, Gartner research reveals that surveys bring less value than alternative feedback methods.   In light of these findings and…

As customer expectations rise and pressure on contact centers increases, there’s been a growing demand for deeper, real-time insights that help operations get to the heart of customer issues. The answer? Conversation intelligence. But what is conversation intelligence? It’s an AI-powered technology with the potential to impact customer and colleague experiences alike. In this guide,…