Kate R

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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

Improve Call Center Efficiency With Speech Analytics

With a phone call remaining the preferred way for most people to reach out to a business, many companies find themselves with a conundrum:  How to provide a top quality experience to all of their customers while maintaining a high level of efficiency.  It is possible to improve call center efficiency with speech analytics!

A company certainly doesn’t want its customers to feel like they are being rushed off of a call or that the call center agents aren’t really listening to them or fully addressing their issue. On the other hand, spending too long on just one call means long hold times for other customers – customers who may just get tired of waiting and take their business to a competitor. Not to mention the fact that the customer currently on the line probably doesn’t want to spend a ton of time on the phone, either. So how can a company give customers what they want in the most efficient way possible?… Read more

Monitor Marketing & Sales Activities with Speech Analytics

In order for a business to be truly successful these days, it must put the customer first. To provide outstanding customer experiences, not only is the contact center a key place to start, it is also important to monitor your marketing and sales departments with speech analytics. As the importance of the customer experience continues to be acknowledged, businesses must also be aware that providing this experience is not solely the call center’s responsibility. All factions play a role, particularly sales and marketing. These two departments must focus on knowing customers’ desires and making them a reality…. Read more

Support Your Call Center with Speech Analytics

Often when you think about a call center, negative thoughts may come to mind, and often the stories we hear of poor customer experiences is due to an interaction they’ve had with a call center agent. Coming to mind right now is the example that gained national attention last year when a journalist attempted to cancel their cable service and was thwarted every step of the way, until they had to ask to speak with the call agent’s supervisor. Scenarios like this is what sets the stereotype that call center agents are uninformed, and not really invested in their job or the company they’re working for. We jump to all sorts of conclusions that those who work in call centers did not succeed at a previous job, or they’re working there because they are desperate for a job or are just looking to pick up some extra money. Overall, it’s safe to say that call centers employees simply do not get the same respect as other departments and positions, and are often undervalue and/or ignored…. Read more