Kate R

May 2017

The Many Benefits of Speech Analytics For All Businesses

Today’s consumers have more options to contact businesses than ever before, including email, online chat, social media, and more.  Yet with all these choices, calling a company directly remains people’s leading preference.  Whether it’s calling to inquire about a product or service, or someone with a question or complaint, most people prefer to speak with a real, live person. So when these calls come in, businesses must ensure the conversations being held are producing the desired outcomes.  Using call mining tools such as speech analytics allows companies to quickly scan their phone conversations for specific words and phrases, converting unstructured data into actionable business insights. Here are just a few of the ways implementing speech analytics can produce tangible benefits for any business…. Read more

A Superior Customer Experience with Speech Analytics

Providing an unmatched superior customer experience with speech analytics has become the goal of nearly all of today’s businesses. In fact, a recent survey showed customer experience was above both content and mobile marketing when it came to exciting opportunities for companies. And customer experience is positioned to beat out price and product as the main brand differentiator by the year 2020…. Read more

2 Ways Speech Analytics Helps Provide Excellent Customer Experiences

As customer experience continues to be the prime focus of today’s successful businesses, the importance of contact centers simply cannot be denied. And the best way to ensure a contact center is providing the right experience and yielding the best results is through its agents. Contact center agents are often the first connections customers make with a company, and the ensuing interactions can determine whether or not said customer will do business with them again, or if they will go to the competition. In fact, a recent survey showed that just one bad experience would stop 86% of people from doing business with a company. So it should go without saying that well-trained, proficient agents are invaluable to a business…. Read more