Sentiment Analysis

Archive for Sentiment Analysis

Hidden Costs of Manual Call Monitoring

Call quality monitoring and assurance in the call center are essential in today’s business environment Accessing and analyzing the voice of the customer is standard practice in order to meet the growing needs of the customer base But if your contact center managers are still manually[...]

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Risk Management and Compliance with Speech Analytics

In today’s contact center, risk management and compliance are not just best practices Certain laws and governing bodies regulate how call centers handle sensitive data Because non-compliant agents are a costly risk, both through unsatisfied customers and monetary penalties, monitoring calls is[...]

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angry customer yelling on phone to answer the question what is overtalk

What is Overtalk And Why Your Agents Should Avoid It

What is Overtalk and Why Should You Care Overtalk during agent-customer conversations happens a lot more often than you might think What is overtalk Put simply, an overtalk event happens when both parties speak at the same time While overtalk is an inevitable, and often natural, part of any[...]

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man pointing at laptop for sentiment analysis

Top 3 Benefits of Sentiment Analysis

Identifying Sentiment in Conversations In today's volatile economy, it is imperative that businesses provide a consistently positive customer experience And the daily interactions between your contact center agents and customers offer valuable information about these experiences You can[...]

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