Kate R


18 Reasons to Adopt Speech Analytics Technology in 2018

According to Call Center Week’s most recent research report, CCW Winter Executive Report: Contact Center Priorities for 2018, the customer experience and impact of agent performance on the customer experience is being looked at by companies worldwide as an important factor in successful business practices. We’ve extracted some statistics from this report to share:

With speech analytics technology for your business, you’ll have the most powerful metrics on agent-customer interactions to be able to:… Read more

Improve Agent Performance Over the Holidays with Speech Analytics

With the holiday season upon us, people are out shopping for that perfect gift, which means call centers are busier than ever.  And whether the phone is answered by a veteran agent or a temp seasonal worker, your customers expect the same level of service and agent performance every time they call. Customers at this time of year tend to be more stressed than usual, so they want to speak with an agent who is congenial and knowledgeable. However, agents cannot convey this attitude if they are also feeling stressed and anxious. Here are a couple of tips to ensure your agents always provide the best customer experience – during the holidays or any time of the year…. Read more

Speech Analytics: Impacting the Financial Industry

The financial industry is one of the largest business fields in the world.  But traditional financial institutions are lately finding themselves vying not only with each other, but with the rising presence of online businesses, such as e-banks, as well.  Therefore, they need to make changes that give them an edge, and the best place to begin is with their contact centers.  The finance sector receives millions of calls every year, and each one of those calls contains a wealth of invaluable data.  By implementing a a real-time speech analytics solution with automated call scoring features, this data can be put to incredibly good use and provide a competitive advantage…. Read more

Improve Contact Center Performance with Agent Scorecards

Since studies show most people prefer to use the telephone when they need to reach out to a company (especially if they have a more complex issue they need assistance with), it should come as no surprise that contact centers account for the majority of businesses’ organizational costs.  The performances of contact center executives are judged based on metrics that reflect how well-organized their operations are, as well as cost management.  Therefore, it is vital that a contact center’s efficiency can be both accurately measured and successfully improved upon…. Read more

Automated Call Scoring: Focus On Customer Experience

In days past, businesses operated with a market-centric strategy, meaning their focus was primarily on their products and how best to sell them to the public. But times have changed, and businesses now understand that in order to be successful, they must instead be customer-centric. Customers wield far more power today than ever before, and keeping them happy is vital. But while some think this happiness is achieved by providing low prices and enticing promotions, studies show what customers really desire when interacting with a business is a great experience…. Read more