Business intelligence is a trending topic today. Companies are employing technology and services to extract insights about their customers; their wants and needs. Improving the quality of that business intelligence is possible when you identify objectives for your BI program and use the right technology to get you there…. Read more
The importance of a positive customer experience is on the rise in order for businesses to remain competitive in today’s business landscape. Having access to the voice of your customers through will give you the insights you need…. Read more
The smart business owner or manager of today realizes the impact that data can have on his or her company. Call centers in particularly receive a lot of data because of the amount of phone calls that they have to process on any given day. Call center monitoring has thus become an important part of what business are doing these days.
Using The Data
There are a variety of ways in which one may decide to use the data that they have. For example, it is not beyond the realm of reason to use data to try to improve the quality of interactions between employees and the customers who call in. As a matter of fact, this is a primary use of the data that will be received. It is easy to change the tone and phrases used in a phone call by simply determining what works with customers…. Read more
The content of every inbound phone call contains vital business intelligence. Call monitoring solutions allow businesses to categorize calls by an unlimited number of topics in order to make monitoring and reacting to customer needs easier and more efficient. … Read more
Without a mechanism in place to recording your inbound phone calls, how do you easily identify on a global scale why customers are contacting your business? In today’s business environment, you need a system in place to help you easily spot business trends, pull customer and business insights, and manage thousands of conversations taking place every day…. Read more