Call Center Monitoring: Measuring and Assessing Performance
The health, vitality and profitability of a business depends largely on its effectiveness to ensure that performance levels and quality service remains high while costs are kept to a minimum In striving to meet these goals, a business or organization must continuously evaluate every aspect of its[...]
Gather Critical Business Insights with Speech Analytics
According to the 2011 Small and Medium Businesses Routes to Market Study conducted by the SMB Group, customer-facing applications were the top investment area in 2011 by SMBs Today, businesses are using customer-facing speech analytics technology to improve operations efficiency[...]
Call Monitoring Addresses Common Challenges for Contact Centers
The challenges are many for those who manage and staff call centers Even seemingly minor difficulties within these operations can have a significant impact on a company’s reputation and bottom line The majority of calls coming in to contact centers generally revolve around complaints or[...]
How Do Your Customers Express Dissatisfaction?
As you probably know, customers will express themselves in myriad of ways - especially if they are unhappy If one of your business goals is to reduce the number of unhappy customers (hopefully that is a goal of every company), then you can use a speech analytics solution to easily identify unhappy[...]
Contact Center Monitoring Benefits all Departments in A Company
A call center or “contact center” is the gateway to a company or organization Its agents are the gatekeepers whose initial interaction with callers creates the first impression for customers and buyers An existing or potential customer’s experience with a contact center and[...]
Consumers Rely Heavily on the Contact Center to Resolve Issues
NICE, a provider of speech analytics, recently released results of a Consumer Channel Preference Survey The findings show that about 50% of respondents turn to live agents in a contact center to resolve issues According to the report, "Almost half of the respondents noted that if they are[...]
Is Your Business Compliant?
Are you in the business of revenue recovery If so, you need to know thisthe mini-Miranda should be your agents’ best friend Legally, your agents all MUST be reading a mini-Miranda to the people they are calling Do you know if your agents are doing this If not, the risk to your[...]
Speech Analytics Software Helps Companies Harvest Business Intelligence
In today’s ultra-competitive world of commerce, where gaining an “edge” is more of a challenge than ever before, many companies find themselves in an almost perpetual state of repositioning as they work to leverage their strengths, offerings and assets Strategic adjustments may[...]
Agent Performance and Training Enhanced With Call Monitoring Software
A retail business with multiple locations signed on with CallFinder to better understand how the front line employees at the stores were handling calls, and used that data to identify workforce training opportunities Background: A retail business with more than 1,000 locations employs training[...]