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Speech Analytics: The Future of QA in Customer Care

For many years, the world of contact center quality assurance had remained relatively unchanged. QA agents would listen to recorded phone calls and check off boxes on a spreadsheet. Due to the manual nature of this process, fewer than 1% of calls were actually monitored. Five years ago, that all changed. Enter speech analyt…


6 Ways to Turn Existing Customers into Lifetime Followers

While it’s important to attract new customers to your brand, it’s just as important to nurture your existing customers if you want them to remain loyal. So, how do you make sure your brand stands out? We’ve compiled a list of proven techniques to help turn average buyers into lifetime customers.


The Evolving Attribution Model

Give credit where credit is due. It’s an age-old adage, but when it comes to making the most of your marketing budget, it couldn’t be more true. After all, if you don’t know which sources your conversions are coming from, how will you know where to allocate funds to get the best return? That’s where attribution modeling co…


Increase Your Conversion Rate with Dynamic Retargeting

If you’ve ever been surfing the web when you stumbled upon an ad for the exact product you were looking at on another site recently, chances are it wasn’t just a coincidence. Dynamic retargeting is finding its way into many companies’ marketing strategies – and for good reason. Let’s look at what makes this approach so succ…


Bridging the Gap Between Social Media and E-Commerce

So, you’ve decided to put your brand out there using Facebook, Twitter, Pinterest and Instagram. You’ve even assigned a team to post, monitor and respond to comments. When you check the latest e-commerce metrics, social referral traffic to your site is low and your conversion rate is even worse. Where’s the disconnect?