Measuring Customer Engagement Real-Time via Voice Behavior Analytics

We just wrote about the importance of response times and the opportunity for your sales or customer service team to respond… and discussed the quality of their response as well. What if you could actually measure the impact of your conversations with your customers? It’s possible with Cogito Dialog. Cogito Dialog improves customer service agent performance by presenting them with real-time behavioral guidance. The Cogito Engagement Score provides an objective and reliable measure of quality

Badgeville: Encouraging Behavior Change through Gamification

The ability to change customer behavior may be the holy grail of e-marketers. A challenge with engaging customers in today’s environment is their fleeting loyalty when faced with multiple options. To resolve this, businesses have to change strategies on the go or provide what the customer wants in an instant. This isn’t always possible with today’s scarce resources. Gamification is a strategy that is assisting marketers with these efforts. One gamification company that’s on quite

Can Social Media Cure Depression?

Mark Earl’s book, Herd, has been a tough read for me. Don’t take that the wrong way. It’s an amazing book that I found through Hugh McLeod’s blog. I say ‘tough’ because it’s not a 10,000 foot view. Herd (How to change mass behaviour by harnessing our true nature) is a complex book that thoroughly details a plethora of studies and data to come up with its core premise. As well, Mark Earls is not