What Conversations Are Taking Place Between Customers and Your Agents?
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What Conversations Are Taking Place Between Customers and Your Agents?

October 04, 2012 by Morgan Pulitzer

Every day, your customers have a lot to say.   And your agents, in turn, say a lot about your company and services.  

So, how do you ensure that you are hearing what’s important?

There is critical business intelligence contained in every phone calls, whether it’s intel to use for employee improvements, or intel that will help you address customers’ needs.   But, if you don’t record your business’ phone calls, then you don’t know exactly what conversations are taking place between your employees and your customers.

There are a lot of call recording solutions available through phone service providers, but they may not be the best fit for your business.   A robust call recording solution will also come with a speech analytics system that will mine your recorded calls for specific content that you identify through keywords and phrases.

The ability to perform call monitoring through keyword searches on customer conversations is opening a new and much less expensive method for companies to gain business and competitor intelligence, and do so with data that is more quantifiable and timely.

Companies that use speech analytics software to record their calls can mine hours of customer conversations in mere minutes to gather data that can supplement, or even replace, more expensive traditional market research tactics. The call data and critical business intelligence provided by speech analytics is becoming an important component of how companies gather and act on their market intelligence.

So, if you’re considering a new call recording solution, make sure you get the most out of it by coupling it with a speech analytics application so you can access and pinpoint specific content within the recordings in a more timely way than listening to each and every phone call.

 

Start Hearing What Your Customers and Agents Are Saying

To learn more about CallFinder speech analytics and how this powerful call recording and search software will benefit your business, please contact a CallFinder Specialist at 1-800-639-1700 to schedule an online demonstration.

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