Kate R

December 2012

6 Reasons to Add Speech Analytics to Your 2013 Business Strategy

Customer service and the customer experience that your business delivers to customers is the key differentiator between your company and a competitor.

How do you make sure you are delivering the best possible customer experience, every time you or your sales, customer service, compliance departments are speaking on the phone with customers?

Call recording and speech analytics, that’s how…. Read more

Call Monitoring and the Differences between Call and Contact Centers

We often use the terms “call center” and “contact center” interchangeably. But are they really the same? Both serve as “gateways” or initial points of contact for businesses and organizations. Both handle inbound and outbound phone calls and use some form of call quality monitoring to maximize their efficiencies. But there are some distinct differences between the two.

The Call CenterRead more

Perform Regular Customer Call Analysis to Improve Operation Efficiency

Analyzing customer calls is becoming standard business practice among companies of all sizes and industries.   Why?   Because as business owners and managers, we are coming around and realizing that the conversations we have every day with our customers hold much more valuable information than we first understood.

With in-depth data extracted from daily conversations with those folks that are buying your products and services, you have direct insight into their satisfaction levels, if they’ve worked with and bought from your competitors in the past, and if they are candidates for an up-sell.   This all means that using a call recording and speech analytics technology to mine your customer call you have enormous opportunity to leverage that information and improve operations within many different areas of your business; customer service, sales, marketing, operations, and compliance…. Read more

The Challenge of Call Monitoring for Small Businesses

Small businesses are moving communication services to the cloud more and more to save resources and reduce costs.   The cloud eliminates the need for costly and cumbersome hardware and software installations.   As a result of moving into the cloud, SMBs have more time to focus on the data that is being captured because they are spending less time on the equipment management itself.

Telecommunications needs is just one example of a business service that companies are moving to the cloud, including call monitoring and call tracking solutions.   Cloud offerings are making these types of services more flexible, affordable and manageable for the SMB market…. Read more