Archive for Call Recording

Identifying Your Need for Recording and Speech Analytics Solutions

Call Recording Contributes to Service Recovery Efforts

“Service recovery” from a customer service standpoint is relatively easy to define “The act of turning a negative into a positive” is one way of conveying the basic premise behind this term But developing an effective service recovery strategy and executing it[...]

Speech Analytics for the Marketing Manager

For many marketing managers (or VPs of marketing, Marketing Directors, etc), any insight you have into what will ultimately be a successful marketing/advertising/promotions campaign is critical There is a simple way to get your hands on those insights, and that is by having the technology in place[...]

What Conversations Are Taking Place Between Customers and Your Agents?

Record and Listen to Customers with Speech Analytics

Aberdeen Group recently published research results after surveying users of various speech analytics solutions The results are promising for businesses of all sizes as they evaluate their technology needs, operations and development strategy, and marketing programs for 2013 Some top-line findings[...]

3 Types of Speech Analytics Technology

There are three types of technology used to power speech analytics: speech-to-text, phonetics-based, and direct phrase recognition Types of Speech Analytics Technologies 1 Speech-to-text technology is based on a large vocabulary continuous speech recognition (LVCSR) engine, which translates[...]

Role of Contact Center and Marketing in Customer Relationship Management

The time is now for contact centers, customer service departments, and marketing departments to work together! Peppers & Rogers Group recently wrote an article that shares this perspective, highlight that "Visionary companies are shifting their contact centers away from being reactionary[...]

Gaining Customer Intelligence with Call Metrics, Recording, and Speech Analytics Technology

Every day businesses miss opportunities to discover the critical intelligence hidden within phone conversations Call recording and speech analytics software easily and affordably taps into these conversations and allows businesses to capture the customer experience, uncover valuable leads, react[...]

Speech Analytics Technology Can Be Used by Every Department