SingleComm Blog



Latest Blog Posts


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Better than Real-Time Data: Real-Time Decision Making

For decades, companies have realized the benefits of mining data in order to make business-critical decisions: things like how many units were sold, how many customers called about a specific issue, even the times of day social media posts are...

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How Real-time Information Can Impact Customer Experience

When a customer calls, chances are it’s not to list all the ways he is satisfied with your product and/or service. Let’s face it, most calls are from people who are looking for information, or are upset or unhappy for...

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How QA Automation Can Increase Efficiencies

You’ve likely invested significant resources in your contact center’s quality assurance team. After all, their work enhances your business’ overall customer experience while helping to increase agent efficiency and reduce unnecessary spending. With agents making thousands of calls each day,...

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Customer Satisfaction and Customer Loyalty Are Not the Same Thing

Sue is a loyal customer at the corner coffee shop. She buys a large Americano with cream on her way to work every morning. She knows the baristas, and the stop is part of her routine. But Sue’s customer satisfaction...

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Diving into the Customer Journey

The topic of the consumer journey is front and center at this year’s Response Expo in San Diego April 25 – 27, where it will be highlighted in a series of six sessions. According to the event’s agenda, “With consumers...

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How Contact Center Data Can Improve Customer Experience

In the past, gaining insight into your business’ customer experience (Cx) was a matter of evaluating static, one-dimensional encounters. Today, omni-channel communications – from phone and email to live chat and mobile – have made Cx a more complex metric...

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The Future is here...

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