Kate R

September 2016

Things To Know About Implementing Speech Analytics Software

When your contact center is getting ready to apply speech analytics software, you are taking the first step towards a superior way of capturing the voice of your customers and converting those insights into informed strategic business decisions. After all, who better to tell you what your customers want than your customers, themselves?  Speech analytics helps take the guesswork out of strategic planning, and allows your company to make each decision with confidence.

However, before you begin to using speech analytics, it is important you understand certain aspects of the software; aspects which can help ensure it is a success. Here are some things to be aware of:… Read more

Good Customer Experience – Make Sure They Can Call You

If you think your company does not need a phone number for people to reach you; if you think all your customer service department requires for assisting your customers are online means, or that you don’t need real, live people to help customers with their questions or complaints,  we have one thing to say to you: You are mistaken!

It may sound strange to be so passionate about this, but believe us – we are speaking from experience. A very recent, frustrating, bang your head on a wall experience…. Read more