Kate R

July 2015

Revitalize the Customer Experience with Speech Analytics

Providing a positive customer experience (CX) needs to be a top priority for any business today. Happy customers translate into sales and longevity. So how does a business come to understand the customer experience? It’s certainly not a guessing game. A company must be continually collecting data in order to learn what’s working and what’s not and make necessary improvements. While traditional call recording was an important first step towards capturing the voice of the customer, it’s just not possible to manually listen in on every call and oftentimes listening in on a sample size of calls just isn’t going to cut it. Valuable information is lost…. Read more