-
Diversity
Navigating the landscape of digital accessibility
Over the past decade, the notion of a customer has changed significantly. How individuals engage with businesses, their evolving expectations,…
Read more -
Customer Experience
How is AI transforming enterprise document accessibility?
The rapid advancement of Artificial Intelligence (AI) is reshaping various industries, and one significant area where AI is poised to…
Read more -
Customer Service
How AI will transform speech-enabled IVRs
In the Total Experience economy, self-service speech-enabled Interactive Voice Response (IVR) systems play a crucial role in providing a seamless…
Read more -
Customer Service
5 ways agent experience management improves CSAT and NPS scores
Agent experience management (AXM) is an imperative practice for creating a holistic and exceptional customer experience. If it’s not embraced…
Read more -
Technologies
What’s new in OpenText CX-E Voice
We are pleased to announce the 23.2 release of OpenText™ CX-E Voice. CX-E Voice delivers powerful applications to enhance your…
Read more -
Customer Experience
Can a performance and incentives gamification program drive agent performance?
In today’s fast-paced and ever-evolving contact center landscape, performance and efficiency are critical factors in achieving business success. To achieve…
Read more -
Customer Service
Improve agent experience to impact total customer experience
Many organizations have spent a great deal of focus and technological investments to improve overall customer experience. The practice of…
Read more -
Product Updates
What’s new in OpenText Qfiniti & Explore
Improving the customer experience (CX) is a top priority with senior management in any organization. To keep customer satisfaction high,…
Read more -
Product Updates
Make smarter decisions with customer insights and analytics
In a constantly evolving landscape, how can businesses stay ahead? The future of customer experience depends on data. One of…
Read more -
Customer Experience
Is your speech analytics solution multilingual?
Exceptional customer experience (CX) continues to be paramount for any business. In fact, a Gartner survey conducted in 2020 found…
Read more -
Customer Experience
CCaaS and speech analytics create a best-in-class contact center offering
Many companies today are transitioning from traditional on-premises telephony contact center solutions to cloud telephony solutions—better known as contact center…
Read more -
Analytics & AI
Supercharge your contact center with real-time speech analytics
Customer satisfaction, more than ever, has become a key metric for measuring business success. The quality of your products and…
Read more -
Customer Experience
Overcoming the challenges of the remote contact center
The COVID-19 pandemic has forced contact center organizations to shift to remote work environments, and it’s had a tremendous impact…
Read more -
Customer Experience
What if today’s contact center technology existed a quarter of a century ago?
Some 26 years ago, I was a tech support representative working at a call center for a prominent software company.…
Read more -
Customer Experience
What can a Voice of the Customer program do for you?
In my last blog, I concluded by saying that a good Voice of the Customer (Voc) program is time, money,…
Read more -
Customer Experience
Why should a Voice of the Customer program matter to your organization?
The Voice of the Customer (VoC) is a term used in business to describe the in-depth process of capturing customer’s…
Read more -
Technologies
Industry 4.0 is profoundly impacting the customer experience
In not the too distant past, companies carried out business the old fashion way, where paper was the norm and…
Read more -
Customer Experience
What’s new in OpenText Qfiniti and Explore Release 16 EP7
Providing a superior customer experience delivers a competitive advantage in today’s crowded marketplaces. To keep customer satisfaction high, you must…
Read more -
Technologies
What’s new in OpenText LiquidOffice Release 16 EP7
In every organization, customers and employees enter information on forms because of business processes that require some type of discrete…
Read more -
Customer Experience
What’s new in OpenText LiquidOffice EP6
Every day, customers and employees enter information on forms. Regardless of how they are created, distributed and captured, whether on…
Read more
- 1
- 2