Archive for Script Compliance

How to Prevent Credit Card Fraud with Speech Analytics

Credit card fraud is an ongoing concern for both businesses and customers Hundreds of thousands of financial fraud reports are recorded annually, with people finding themselves victims of erroneous charges or even worse, identity theft And while those who would illicitly access financial data[...]

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Create Better Agent Training with Speech Analytics

One of the biggest mistakes with agent training in contact centers is only offering training when the agent is hired: Train them for a couple of hours, give them a manual, and push them out of the nest This often results in the inability to handle tough situations This leads to a poor customer[...]

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5 Things No One Tells You About Speech Analytics

Evaluating Speech Analytics Solutions Like any major software investment, purchasing a speech analytics solution will involve an evaluation of features and a careful cost analysis Companies should first devote some time to understanding how this technology will be leveraged Will it be used to[...]

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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[...]

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Transforming the Collection Process with Speech Analytics

One in three Americans has a past-due payment in collections today As a nation, we rank 10th in household debt, owing trillions of dollars on medical bills, mortgages, student loans, and credit cards Yet while people are carrying more and more debt, securing payment on them is easier said than done[...]

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Should Your Call Center Agents Follow a Script?

To script, or not to script That's the million (or billion) dollar question these days We've been reading and hearing more and more that consumers do not want to be spoken to like their robots And as people and consumers ourselves, we have to agree We really enjoyed reading this recent article[...]

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Use Script Compliance To Avoid PR Mistakes

At first blush a lot of people may tell you that using a script in a business call doesn't sound that appealing to them They may say that doing so makes the person on the phone sound as though they are not being authentic - that they sound like a robot That being said, scripts also protect[...]

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Call Script Compliance: Talking the Way to Increased Efficiency

Many centers do not require agents to follow scripts for fear of having agents sound robotic or they feel that they simply do not need them Scripting will increase efficiency by standardizing information given by agents and will allow agents to feel more confident (and therefore less robotic) about[...]

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