Kate R

February 2013

Beyond Call Recording and Quality Assurance with Speech Analytics

Business owners and managers are realizing that the conversations taking place every day between their employees and customers hold much more valuable information than previously understood, and which traditional call recording alone cannot provide. Read how companies are accessing in-depth business intelligence contained within these daily conversations using advanced, cloud-based call recording and speech analytics technology to gain direct insight into their customers’ experiences to:… Read more

The Business Value of Call Recording with Speech Analytics

Implementing call recording that is enabled with speech analytics technology into daily operations provides enormous value to the business overall, as well as to the many departments within a company that field incoming calls, which hold a wealth of valuable business information.

When a business adopts a speech analytics solution, they have access to:

Companies and contact centers use speech analytics to react to business trends. With real-time speech analytics, organizations assess business trends and address customer needs immediately, and no longer have to wait several days to process and analyze the conversations…. Read more

The Potential of Speech Analytics

It is estimated that those businesses and contact centers lacking this technology fail to capture over 90% of all customer communications, leaving an enormous gap in business knowledge.

Make sure you have the latest technology on board to analzye the customer experience you deliver and start improving operations, start saving money and resources.

Contact us today to learn more…. Read more

What is Speech Analytics?

Speech analytics is…

Technology that analyzes business calls to find the “voice” of customers.  

This is becoming standard business practice among companies of all sizes and industries, and within contact centers. More and more, simply recording calls and monitoring a sample with a goal toward “quality assurance” is becoming an inadequate process in the face of the growing trend to respond to the dynamic and fluid wants and needs of a business’ customer base (past, present and future). Business owners and managers are realizing that the conversations taking place every day between their employees and customers hold much more valuable information than previously understood, and which traditional call recording alone cannot provide…. Read more

3 Trends in Call Center Optimization

Call centers continue to change how they do business as new technology and software is developed. Companies are working to improve call center optimizationto better serve customers and reach new prospects. Trends for 2013 include the use of social media, mobile apps and outbound calls to improve efficiency and reach more people effectively.

Inbound Calls

Call centers have always focused on taking inbound customer calls, providing solutions and moving on to the next call. The newest trend in customer service and call centers for inbound calls is speech analytics technology. Implementing call recording that is enabled with speech analytics technology into daily operations provides enormous value to the business overall, as well as to the many departments within a company that field incoming calls, which hold a wealth of valuable business information. When a business adopts a speech analytics solution, they have access to:… Read more