Vital Elements of Speech Analytics Implementation Success
Speech analytics software is a valuable tool that provides organizations with important call data that can be used to improve business processes However, it is important to note that speech analytics isn’t a “set it and forget it” solution In order to get the most out of the software, a[...]
Top Call Center Tools to Monitor Agents and Improve the Customer Experience
In many ways, call center agents are the “face” of an organization When a customer has a question or concern, they speak with an agent This means that call center agents must be properly trained to handle a wide variety of issues and topics in a professional manner The conversation a customer[...]
Benefits of Cloud-Based Speech Analytics for the SMB
Speech analytics software was once a tool only used by large corporations that had the budget to pay for it However, this technology has been moving to the cloud which makes it much more accessible for the small to medium sized businesses that can benefit from having it Cloud-based speech analytics[...]
Advantages of Speech Analytics over Standard Call Monitoring
Manually monitoring call recordings in a contact center environment is standard Calls are recorded and managers and supervisors listen in on a sampling of the calls to monitor agent performance and compliance However, this process has become outdated and contact centers should no longer settle for[...]
Transform Customer Support Using Speech Analytics
In the eyes of the consumer, the primary differentiator between competing companies is the level of customer support/service provided In many cases, the customer service team can be viewed as the “face” of the organization which is why monitoring interactions between a customer and a call[...]
Customer Service Statistics You Need to Know
In order to be successful today, a company needs to be focused on providing a positive customer experience While many factors contribute to the overall customer experience, one of the top contributors is customer service A negative customer service experience can affect the overall reputation of a[...]
How to Achieve Value from Speech Analytics
Speech analytics software is more than just a call center tool It provides data that can be beneficial across the organization as a whole Of course, that is only the case if it is being used properly In addition to investing in speech analytics software, a company must also be able to dedicate[...]
Optimize Call Center Analytics with Speech Analytics
In order to operate smoothly and efficiently, a call center must have access to the latest technology that provides customer analytics data Call center call recording software is standard It records all calls with customers for management to review for quality assurance purposes However, it’s a[...]
Use Speech Analytics to Improve Your Customer Service
According to The Global CX Wakeup Call report by SDL, 45% of customers can’t remember having a recent successful customer experience Most failures were related to disappointing customer service: • 35% of the survey respondents experienced poor response times • 30% said the employee they[...]