Tag: Customer Satisfaction

December 7, 2023

There’s a lot of interest and excitement around generative AI in the contact center. It appears that generative AI is poised to remake the contact center in 2024. There’s a lot of things that will change regarding customer service, including […]

June 13, 2023

Net Promoter Score (NPS) is a customer loyalty metric introduced in 2003 by Fred Reichheld, a partner at Bain & Company. The goal was a simple and effective way to measure customer loyalty. The score can reveal much more than […]

December 26, 2022

Going by the classic definition of a recession — two consecutive quarters of negative GDP growth — the U.S. is now in a recession. Recessions typically necessitate a re-evaluation of spending and growth plans, and in years past, it meant […]

August 25, 2021

Subspace began in 2018 with one simple goal: to provide an Internet optimized for voice, video, and other real-time applications used by call centers. Today, 44% of workers across all industries work remotely, compared to only 17% before COVID-19. At […]

August 19, 2021

Manually evaluating calls is costly, time-consuming, and rife with subjectivity. This process creates an atmosphere of mistrust and causes organizations to miss opportunities to improve the customer experience. AI and automation overcome those barriers – and more – to drive […]

September 8, 2020

Global Wireless Solutions has crowned AT&T the “best network” in its third annual national testing, but all of the three national operators can find good news in GWS’ latest network scoring, which couples nationwide drive-testing with a consumer survey about […]

July 31, 2019

Consumers love to complain about their wireless phone service, but when you look at the data, it tells a different story. Analytics for customer satisfaction show which factors matter most to consumers and which have less of an impact (price, […]

July 31, 2019

Commercial access to the 3.5 GHz Citizens Broadband Radio Service band by operators and enterprises continues to take shape as the complex regulatory and approval process hit another milestone this week. The U.S. Federal Communications Commission, after extensive testing from […]

February 28, 2019

PBX platforms have come full circle, and everyone knows it. Declining premises PBX sales – in 2017, 2018, and now 2019 — rewind us more than a half-century to 1961, to the age of the Corvair Monza and the Plymouth […]