Kate R

Archive for Marketing Performance

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 environments toward more of a proactive, relationship-building role with customers.”   Hence, the two departments are starting to work together to build and foster customer relationships at relevant points in the relationship-building process…. Read more

Speech Analytics Technology Can Be Used by Every Department

Meeting the expectations of today’s consumer requires traditionally siloed functions such as sales, marketing, and the contact center work together more effectively. To support this business objective, an increasing number of companies are implementing procedures to break down these silos and ensure that the consumer is a top priority for the entire company.

There are many business goals, which fall into various departments within a company, that will benefit from call recording monitoring and data mining of their customers’ conversations.   After all, each department of a company today is an integral part of building and maintaining the customer relationship…. Read more

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:

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 messages that go viral on Twitter with one simple hashtag, a lousy experience with your business is known immediately.   With the latest call monitoring software, you have the ability to monitor customer experiences in near real-time and reverse any bad experiences before a customer has the chance to tell others.   Turning a bad experience into a good one can even sway that customer into giving you a positive review for the world to see…. Read more

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 by:

CallFinder is a new speech analytics application, which is a simple and affordable method of obtaining market research in order to analyze the conversations your employees are having with customers and prospects. It will provide you with the insights to answer these questions and put operational plans into place to improve efficiency within the company…. Read more

Cosmetic Surgery Center Uses Call Recordings to Track Patient Preferences

This customer uses CallFinder recording, search and analysis to monitor marketing performance and discover what treatments and procedures their patients are looking for.

The practice quickly gained the business intelligence they needed to justify a shift in marketing campaigns, with the rationale coming straight from their customers. Based on the insights they extrapolated from the call center recordings, the practice developed a new marketing program to promote multiple procedures at one time — a direct result of what they learned about customer desires through the CallFinder call monitoring system…. Read more