5 Contact Center Trends to Watch Out For in 2020
2020 is here, and businesses are determining which practices are most likely to improve operations and grow revenue While there's no one-size-fits-all solution for every company, it’s clear the main focus this year will be customer experience (CX) And for many businesses, CX begins in the[...]
Why Can’t My ASR Be More Like Siri?
There's been a lot of buzz around the office about the recent advancements in our speech to text technology As someone who works in marketing, I don't always think about how the technology works But I had a recent experience that gave me a whole new appreciation for all that goes into ensuring[...]
True Facts About the ROI on Speech Analytics
Need to convince the decision makers at your company that the ROI on speech analytics justifies the cost Here are true facts about the return on investment with speech analytics technology ROI on Speech Analytics: Sales A speech analytics solution will boost sales It's that simple But we[...]
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[...]
Open the Channels for Customer Communications
Happy Thanksgiving from Vermont! Over the past year we've read many articles, come across a lot of research data, and even heard from our customers about the incredible importance and value that inbound phone calls hold in the overall business strategy As consumers increasingly prefer to interact[...]
How To Improve Business Intelligence With Call Tracking
The collection of business intelligence is a very important process that all companies must go through Bringing together what data is available to learn new things about the business and its customers creates more opportunities for companies Calls And What They Tell The phone calls that a[...]
Business Intelligence Spotlight: Customer Retention Through Superior Customer Service
Most companies and employees know and follow the cardinal rule of customer service—be polite But customer service can go much further than just a smile and a “thank you” to retain customers One simple tip to follow is to use a positive tone Again, this goes beyond general niceties Instead of[...]
Call Centers and Big Data: Improving Business Intelligence
When most people talk about Big Data, they think they’re referring only to the explosion of information gathered from Web sites That’s not quite correct Big Data is a bit misnamed It’s not about the size of data, but about the large variety of data coming from many sources One key involved[...]
How Business Intelligence Can Be Obtained Via Call Tracking
What facts do most businesses wish that they had The simple answer to this question is that they want facts that relate to their customers The more that they know about their customers, the better the business is able to operate Business intelligence can be just about any piece of data that one can[...]