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Joe Galvin, CEO of CustomerView, Joins Forbes Technology Council

Joe Galvin, CEO of CustomerView, Joins Forbes Technology Council

Joe Galvin, founder and CEO of CustomerView, a pioneer in leveraging cloud-based big data analytics to capture every customer interaction in every channel to measure compliance, productivity, call resolution and sentiment, has been accepted into Forbes Technology Council, an invitation-only community for world-class CIOs, CTOs, and technology executives.

For Contact Centers, Time Is Big Money

For Contact Centers, Time Is Big Money

Over the last decade, advances in cloud computing, algorithms and machine learning, voice transcription, and business metrics (from Net Promoter Scores, to Customer Satisfaction, Customer Effort, Customer Churn Rate, First Response and Average Handling Time) have given contact centers and large customer-facing offices expansive methods to better understand and act on customer behavior.