Call Center Recording Strengthens Customer Relationships
Companies of every size now use call monitoring software in their contact centers for training purposes, to enhance agent efficiency and to gather business intelligence The competition in the world of commerce is more intense than ever before, and with customer relations being such a make-or-break[...]
Managing (and monitoring) the Customer Experience You Deliver
I just read this great article about managing the customer experience It got me thinking about the most effective ways to do that, and how a company goes about getting a handle on what the current customer experience is that they are delivering, where improvements may be needed, and then[...]
Monitor Contact Center Metrics with Recording & Speech Analytics
There are many important metrics to track when you manage a contact center Here are four of the most important: 1 Customer Satisfaction: How happy your customers are can make or break your business - after all, in this age of online communication through live chat, social profiles, and instant[...]
Contact Center Monitoring: An Alternative Definition of ROI
In the business world, “ROI” is universally known as the acronym for “return on investment” ROI is loosely defined as the value or benefits that an entity has received, or may receive, from a particular investment or expenditure But as it relates to contact center[...]
How Small to Medium-Sized Businesses Can Afford Speech Analytics
Until recently, only large enterprises, contact centers and government agencies could afford call recording with speech analytics But, with the development of more Web-based solutions, call recording and speech analytics is more widely available because there is no software or hardware[...]
Develop Topnotch Training Programs with Call Quality Monitoring Software
Customer service is often the main differentiator between competing companies Call monitoring software is a powerful agent and customer service training tool used to evaluate and improve that critical point of contact between a customer and a call center agent, sales person, or other[...]
Six Reasons Your Business Needs Call Monitoring Technology
Every company is different, but there are many reasons why all businesses with a customer-facing team - sales, customer service, etc - should be monitoring the conversations they are having with their customers Customer conversations are complex, full of information, and can be a crucial[...]
Build Customer Relationships with Speech Analytics
The company-customer relationship is certainly not a simple one It is complex and multifaceted with a lot of moving parts Capturing your customers’ conversations provides you with a wealth of knowledge - also known as business intelligence - to better understand your position in the[...]
Lead Nurture…The Art of Generating, Capturing, and Selling
Finding ways to increase incoming calls to your business is a strong lead generation tactic – these leads are the infamous “low hanging fruit” Prospects that call in and are interested enough in your products and services to take the time to engage in a personal conversation[...]