BURLINGTON, Vt — May 14, 2012 — 800response, a provider of telecommunications solutions and marketing technology tools since 1990, today announced the launch of CallFinder ® - a Web-based speech analytics software solution available to the small to medium-sized business (SMB) market Until[...]
Whenever we dial up a company we do business with like a bank, credit card company or insurance company, we are accustomed to hearing an automated statement that usually begins with “This call may be recorded,” and usually ends with “for training purposes” or “to[...]
Yesterday, a release went out announcing that Pitney Bowes recently instituted a speech analytics program to identify and analyze critical customer service issues and problems Business Analyst Lori Schmidt explains how the company uses this tool to listen for targeted issues -- key words for a[...]
One of our customers, which is a small to medium-sized business, also happens to be a Fortune 500 company They’ve been using CallFinder call recording and speech analytics for about six months, and have successfully identified where agents are going off-script, and have learned how they[...]
Following on yesterday’s post about phrases customers LIKE to hear from a company… Here are six phrases that people felt should be avoided by customer service agents, from Parature… 1 That’s just our policy Many noted that this phrase conveys an unwillingness to see[...]
Customer Experience Statistics to keep in mind throughout 2012: US consumers prefer to resolve their customers’ service issues using the telephone (90%), face to face (75%), company website or email (67%), online chat (47%), text message (22%), social networking site (22%) Source: American[...]
Speech analytics and Web chat are the contact center technologies that will experience the highest rates of growth in 2012, according to research from contact center industry analyst firm ContactBabel According to ContactBabel’s "US Contact Center Decision-Maker’s Guide 2012," speech[...]
It takes time and resources to listen to call recordings and identify those that need your attention Speech analytics technology is the process of analyzing recorded calls for you to glean information that helps improve operations within the sales and customer service departments of a company When[...]
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