Kate R

October 2016

Improve Agent Performance by Analyzing Call Recordings

If you’ve ever had to call a place of business, you’ve more than likely heard a recording saying, “This call may be recorded for quality assurance”, or something similar.  But what does it really mean?  At first, it sounds rather intrusive, like some shady figure is sitting alone in a dark room somewhere, listening to you ask why the nose hair trimmer you ordered hasn’t arrived, yet. But the truth is companies use call recording because they want to improve agent performance so they can give you an exceptional experience when you interact with them.  After all, you’re the customer!  Implementing call recording with automated cloud-based speech analytics technology allows businesses to really listen to the Voice of the Customer to improve agent performance and the customer experience…. Read more

Actionable Uses for Speech Analytics Technology

Speech analytics technology has been around since 2004, which is a pretty long time in the tech industry. Many businesses put off investing in this technology for a number of reasons. There’s always the question of whether or not the costs will generate a good ROI. In the case of speech analytics, the data weighs out that it is universally worth the investment – it pays off within a year, which is better than a great deal of the new advances companies readily invest in for their IT department…. Read more

Reduce Agent Attrition in the Contact Center, Improve Agent Performance

One of the biggest challenges to today’s contact centers is addressing the high attrition rate of their agents and measuring agent performance. On average, contact centers have an annual turnover rate* of 26% for their front line agents, leading new agents to have to be hired on a regular basis. Not only does this cost contact centers money, but it also means a substantial amount of time spent on training these new agents – time which could be spent answering calls and helping customers…. Read more