Kate R

Archive for “Jeanne Landau” Post

Monitor Marketing & Sales Activities with Speech Analytics

In order for a business to be truly successful these days, it must put the customer first. To provide outstanding customer experiences, not only is the contact center a key place to start, it is also important to monitor your marketing and sales departments with speech analytics. As the importance of the customer experience continues to be acknowledged, businesses must also be aware that providing this experience is not solely the call center’s responsibility. All factions play a role, particularly sales and marketing. These two departments must focus on knowing customers’ desires and making them a reality…. Read more

Support Your Call Center with Speech Analytics

Often when you think about a call center, negative thoughts may come to mind, and often the stories we hear of poor customer experiences is due to an interaction they’ve had with a call center agent. Coming to mind right now is the example that gained national attention last year when a journalist attempted to cancel their cable service and was thwarted every step of the way, until they had to ask to speak with the call agent’s supervisor. Scenarios like this is what sets the stereotype that call center agents are uninformed, and not really invested in their job or the company they’re working for. We jump to all sorts of conclusions that those who work in call centers did not succeed at a previous job, or they’re working there because they are desperate for a job or are just looking to pick up some extra money. Overall, it’s safe to say that call centers employees simply do not get the same respect as other departments and positions, and are often undervalue and/or ignored…. Read more

Improve Agent Skills: Just One Benefit of Speech Analytics

Imagine having one tool at your disposal that can be used to vastly improve various departments and aspects of your business; a tool that is both easy to use and capable of providing a wealth of advantages. Now stop imagining, because you get exactly that when you have speech analytics technology.

When you apply speech analytics with automatic call categorization and scorecard tools to all your agent-customer phone conversations to scan for specific words and phrases, you can then use your findings to gain critical business insights – Insights which can then be converted into actionable data and improved business processes. And speech analytics can be used to enhance a variety of factions throughout your company…. Read more

Improved Business Processes with Big Data Analytics

Today’s businesses having the ability to amass more data than ever before, but many companies aren’t sure what to do with said data.  Big data analytics – examining a substantial amount of information in order to expose hidden patterns, trends, connections, and preferences – helps businesses make informed strategic business decisions that are both efficient and accurate.  A data-driven strategy can yield benefits such as improved revenue generation, cost reduction, enhanced process efficiencies, and increase business agility.  Here are just a couple of the areas in which businesses can make big data analytics work for them…. Read more

Exceptional Customer Experiences with Speech Analytics

With technology continually evolving these days, people have more ways to communicate with each other than ever before. And not just socially – customers who wish to contact a business now have multiple options to help resolve any issues or answer any questions they may have.  Yet even with all their choices, most customers still prefer one specific factor when it comes to business interactions – a human touch.

Recent studies show 4 out of 10 people would rather speak with a live representative at a business [1].  Even for those customers who initially attempt a self-service solution, half find themselves still reaching out to a live person at some point.  And 8 out of 10 people prefer to speak with a live rep via the telephone [1].  These phone calls provide opportunities to not only assist the customer, but provide them with an excellent experience that could make them loyal brand ambassadors.  Here are some ways companies can ensure their customers’ happiness each time they call…. Read more