Digital Engagement

5 Trends to Harness for Better Digital Customer Care

Digital customer care, also called digital customer service, means providing customer support using digital channels including chat, email, text (SMS), social media, social media messaging...

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Limiting the Risky Business of Outbound Compliance 

Outbound calling centers face a unique set of challenges due to the heavy regulation and consequences for script or legal noncompliance, as well as the high cost of operating a contact cen...

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Digital Customer Care Isn’t an Option, It’s a Requirement

Many companies have started to prioritize digital customer care programs, albeit at a slow pace, but some organizations are lagging despite huge shifts in the customer service industry. As...

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Not All Insights Are Equal: Speech-to-Text vs. Phonetics-Based Spotting

When it comes to speech analytics, it is important to understand the method behind the transcription process to ensure you are extracting the best insights possible.  There are two main me...

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Social Pulse Finds Most Workers Not Ready to Return to Office

Using Clarabridge Intelligent Scoring, companies can understand employee attitudes about “returning to the office.” California ordered a statewide stay-at-home order on March 19, 2020, to ...

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A Review is Worth Its Length in Gold

As consumers, we all want to make wise purchasing decisions. So, how do we ensure we aren’t being ripped off? We study the customer reviews! Online ratings and reviews are a powerful engin...

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