Kate R

January 2013

Analyze Data to Boost the Customer Experience

Like most businesses, you are probably (hopefully) trying every day to improve the customer experience for those that are buying your products and services.   But, if you don’t have a good sense of what you are delivering, analyzing it on a regular basis, and making modifications to process, then how do you know if you’re delivering a positive or negative experience?

In order to listen to, and react to, the current customer experience you’re providing, you need to have systems in place to help you monitor and analyze the content and context of the customer experience…. Read more

6 Business Challenges You Can Tackle With Speech Analytics

Realizing the critical nature of delivering positive experiences to customers, and how quality care contributes directly to a company’s bottom line, great strides are taking place in the technology sector to provide companies of all sizes with the tools they need to easily and precisely monitor customer conversations.

Nearly every facet of a business can benefit from call recording and monitoring, to mine conversations for everything from understanding which marketing campaigns are generating and retaining customers, assessing the customers’ wants and needs, to monitoring for competitive intelligence to gain an edge in the market…. Read more

Call Center Optimization with Speech Analytics is As Important As Ever

The multiplicity of ways in which customers seek to have their problems resolved and their questions answered is more daunting than ever. At the same time, customers are armed with social media to broadcast their experiences, good and bad, to an ever wider audience. Therefore, it is incumbent upon any company to find innovative ways to smooth that interface between caller and call center agent. It is vital for both customer satisfaction and employee retention.

Review these developments in call center optimization to assure that your call center is equipped with every modern tool that is feasible:… Read more