Kate R

August 2012

Gaining Customer Intelligence with Call Metrics, Recording, and Speech Analytics Technology

Every day businesses miss opportunities to discover the critical intelligence hidden within phone conversations. Call recording and speech analytics software easily and affordably taps into these conversations and allows businesses to capture the customer experience, uncover valuable leads, react quickly to problems and opportunities, and ensure script compliance, among a wide range of other benefits.

Speech Technology Magazine recent posted an article that speaks to this challenge that businesses face; extracting business intel from the voice of the customer…. Read more

Speech Analytics Technology Can Be Used by Every Department

Meeting the expectations of today’s consumer requires traditionally siloed functions such as sales, marketing, and the contact center work together more effectively. To support this business objective, an increasing number of companies are implementing procedures to break down these silos and ensure that the consumer is a top priority for the entire company.

There are many business goals, which fall into various departments within a company, that will benefit from call recording monitoring and data mining of their customers’ conversations.   After all, each department of a company today is an integral part of building and maintaining the customer relationship…. Read more

How Does Implementation of a Speech Analytics Solution Effect ROI?

Measureable ROI is a function of a company’s ability to use a speech analytics solution.

Speech analytics technology will provide you with the data your business needs to make strategic marketing decisions, decisions that will affect the call center operations, and provide insight to the trends taking place in the market, all based on the voice of your customers, and the customer experience.

An affordable Web-based speech analytics solution will provide your business with:… Read more

Five Challenges Faced by Call Center Managers

We recently participated in a discussion taking place in the LinkedIn Group, Contact Center Operations and Management.

The discussion thread was then posted to a blog.   Read the wide range of responses from contact center professionals and their experiences and opinions on trends and challenges that manager of contact and call centers are facing today.

Here are the top five in an overview:… Read more