As technology has matured to connect feedback with action and get deeper customer insights—NPS programs find themselves in the midst of a renaissance. Get the NPS checklist to access the 7 questions you should consider when building your NPS program.

Companies with strong omnichannel strategies retain 56% more customers than those without them. Read this guide to learn what omnichannel customer service is, if it’s right for your organization, and how to make it successful so you can get a (very large) step ahead of your competitors.

Your customer service agents are the voice of your brand and have a huge impact on every stage of the customer journey – and yet the agent experience is still often overlooked. Find out the top 6 CSR complaints at work and how you can resolve these issues with an omnichannel customer service platform.

This large-scale North American survey explores changes in expectations over the last year. You’ll learn: What consumers expect. How habits are solidifying. Where to focus to drive the greatest impact. BONUS! Special features on grocery and convenience stores!

According to one of the best English etymological dictionaries available, the word "hacker", with the sense of evil/good and brilliant computer programmer, was born in the halls of MIT. This fact alone reminds us that culture and words begin in actual places. At that time, to hack code, or hack out code, had a negative connotation. Where did this come from?

What type of ASR is able to be tailored to your Conversational AI? It is an End to End Deep Learning ASR. This type of ASR can be trained with your audio data to make sure the intent is captured and the transcription is accurate for your use case. It can also be continually trained and improved to gain more accuracy and focus.

What does the contact center of the future look like? Depending on the customer base, you may have 40% of your chat, SMS, and email answered by a chatbot, 30% of voice calls answered by a virtual agent or voice bot, and only 30% actually answered by a human. An Al solution with only the highly technical or difficult calls coming to a human agent is what your organization needs.

Want to know what essential features you should look for in call center software? This whitepaper breaks down four crucial things to consider. Download it now and come away with smart insights on choosing the right software for your needs.

Speech is a powerful tool for the enterprise with the ability to unlock insights and automate actions. This space is growing and almost every company is investing in some form of Automatic Speech Recognition (ASR) - but the question remains, are they using speech to its full potential? To answer this question, Deepgram partnered with Opus Research to examine the state of ASR in the enterprise across 400 decision-makers.

As more businesses embrace online channel communications, the opportunity to unlock audio data increases. Regardless of whether you are evaluating Automatic Speech Recognition (ASR) solutions to get more value out of your call center data, build the next game-changing voice feature, or are just looking to save a lot of money on speech transcription, Deepgram is the platform to get you there.

There is a fundamental difference between 1st generation, 2nd generation, and modern-day Automatic Speech Recognition (ASR) solutions that use 100% deep learning technology. Get the information you need to ensure your evaluation experience is efficient and yields the data you need to make your purchasing decision. In this solution brief, you will learn: The differences between 1st generation, 2nd generation, and modern-day ASR solutions.

Until recently, the only way to accurately produce real-time audio transcription has been to employ voice writers to convert audio to text using dictation software and clean up the transcript before producing the final output. Today, many companies are deploying automatic speech recognition in place of voice writers. Learn about the key steps you can implement to advance your transcription pipeline.

Vanilla Forums

As with all things related to customers, there’s an art and science to effectively dealing with each of their ideas. With so many voices competing for attention, you need a means of effectively dealing with all of the data that will come your way. This practical 26-page eBook provides product managers with the strategies needed to deal with the common pitfalls that come with opening up the inevitable floodgate of data that comes with asking your customers and internal stakeholders for their inpu

Vanilla Forums

As with all things related to customers, there’s an art and science to effectively dealing with each of their ideas. With so many voices competing for attention, you need a means of effectively dealing with all of the data that will come your way. This practical 26-page eBook provides product managers with the strategies needed to deal with the common pitfalls that come with opening up the inevitable floodgate of data that comes with asking your customers and internal stakeholders for their inpu

It is not easy to de-escalate a conversation with a client, especially as a customer service rep. The last thing you want us to say is that it’s easy. Sometimes you just want to throw your computer out the window and walk out. But you don’t.

One of the most crucial tools for contact center solutions is automatic speech recognition (ASR). Learn how Sharpen elevates their CX by arming agents with Deepgram's fast, accurate and reliable speech transcription to improve productivity in real-time.

Vanilla Forums

Customer Communities Elevate the Customer Experience. Online communities provide a wealth of benefits for organizations; they impact a variety of customer activities, boost engagement, and provide a range of transformative business services. In short, a well-maintained community will provide immense brand value and elevate the customer experience. Each year, the Community Roundtable seeks to explore and assess community and the community profession, revealing key insights indicative of how the i

Today’s most successful brands understand how great customer support can grow their bottom line. Having provided outsourced customer support to some of the world’s top brands, we know what works, and now we’re sharing that with you.