Case Studies
Automation, verification and the implementation of bot technology in the US Healthcare: A case study
Contactability in the medical environment is a growing and needed demand from patients. However, working with manual entries and collating medical records with patient symptoms makes 24/7 contactability impossible. Enter Smartz Solutions. As a medical...
The Impact of Long Call Wait Times On Your Business
“Your call is important to us…” but is it really? How long do customers expect to be on hold? According to a survey of 2,500 consumers, nearly 60% of respondents believe that one minute is already too long to be on hold. A further 32.3% believe that customer service...
Blog Posts
The Imperative of Real-Time Sentiment Analysis in Call Center Conversations
Real-time sentiment analysis has emerged as a crucial tool in the toolkit of progressive call centers. By evaluating and categorizing customer emotions and attitudes during a live interaction, this technology can significantly enhance the customer experience and...
Key Challenges Faced by Call Center Managers with Their Teams
Running a successful call center involves juggling multiple components, from ensuring customer satisfaction and meeting service level agreements to managing team dynamics and performance. Call center managers often grapple with several pain points when managing their...
The Major Pain Points Customers Encounter with Contact Centers
Contact centers play an essential role in delivering customer service and shaping customer perceptions about a brand. However, many customers still face significant challenges when dealing with contact centers, leading to frustration and potentially tarnishing the...
Unifying Platforms for Customer and Employee Experience: The Solution for Contact Center Challenges
Contact centers are the heart of many businesses, representing a crucial touchpoint for customer interaction and service. Yet, these centers often grapple with multiple challenges that can hamper both the customer experience (CX) and employee experience (EX). Many are...
Sentiment Analysis: A Vital Tool for Contact Centers
In the rapidly evolving world of customer service, sentiment analysis has emerged as a key component for contact centers. As a subset of Artificial Intelligence, it involves determining and categorizing opinions expressed in a piece of text, especially to discern the...
Rethinking Work Surveys: Five Commonly Asked Questions and How to Improve Them
Workplace surveys are a vital tool for organizations aiming to gain insights into employee engagement, job satisfaction, and other key factors influencing productivity and workplace culture. However, poor response rates can significantly hinder the efficacy of these...
