Customer DIY – Boom or Bust?

8/13/2014John Caddell, Business Principal, Nexidia

Using Interaction Analytics to Gauge Effectiveness of DIY Initiatives Do It Yourself (DIY) is a popular topic on TV and in magazines these days.   For many B2C companies it’s become a popular practice as well. Moving customer interactions from expensiveRead more ›

Categories Best Practices

Teaching Computers to Detect Sentiment

7/30/2014Larry Skowronek, SVP Product Management and Product Marketing

“Sentiment detection enriches the customer insights you get from interaction analytics, and provides value far beyond the contact center, informing strategic decisions across your entire enterprise.” In the last blog, I talked about the benefits your organization can gain byRead more ›

Categories Best Practices

Satisfied Customer? Dissatisfied Customer?

7/16/2014Larry Skowronek, SVP Product Management and Product Marketing

Unmasking Customer Attitudes with Sentiment Detection “Customer sentiment” – a customer’s attitude toward a company, its products and services – has long been a highly valued indicator of business health. It’s not difficult to understand why: satisfied customers buy moreRead more ›

Categories Choosing The Best

Tools for the Successful Collections Funambulist

7/1/2014Mike Hutchison, VP, Professional Services, Nexidia

Just for a moment, imagine yourself as a funambulist – AKA a tightrope walker.  You’re 30 feet in the air, and your goal is a tiny platform some 25 feet away.  It’s just you and your trusty balance pole.  IfRead more ›

Categories Best Practices

Key Hole View or Key Performance Measurement?

6/4/2014Larry Skowronek, SVP Product Management and Product Marketing

Metrics Based Performance Management Drives Call Center Success Are your contact center operations a success?  Are your agents delivering the outcomes that make the center a strategic resource for the organization?  How do you quantify such success – let aloneRead more ›

Categories Performance Management
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