The Age of the Customer Experience
Here is a compilation of research-based statistics on the trending topic of the "customer experience" we’ve been writing about this important topic for about a year, and there are a lot of companies that provide technology tools to help businesses discover the process their customers go[...]
Monitoring Quality Assurance with a Speech Analytics Solution
Monitoring calls for quality assurance is being put into practice within businesses of all sizes and industries The practice of recording calls and then scanning them for keywords and phrases is increasingly important to measure agent performance, customer satisfaction, the customer experience,[...]
Improve The Customer Experience With Call Tracking
Customers value service When they are treated well by a company, they are likely to come back to that company to do business with them again in the future That is why the customer experience should be valued above just about anything else One way to help improve the experience that customers have[...]
Benefits of Using Cloud-based Speech Analytics Technology to Mine Calls
If you’re researching a new speech analytics / audio mining solution, there are several delivery methods to consider; cloud-based and software with hardware technologies Software with hardware solutions require a lot of manual management to implement and maintain, along with considerable[...]
Speech Analytics Mines Business Data for Pure Gold
Yesterday, my family went to Ruggles Mine in New Hampshire, where you can rent a pickaxe and buy a bucket to chip away at the rocks and caves to see what you can collect Anything you can cut away and carry out, you can keep As I was there, digging away, I got to thinking that I was doing a[...]
3 Negative Phone Behaviors & How to Overcome Them with Speech Analytics
AchieveGlobal recently conducted a worldwide consumer survey about real customer service The survey report, "Why Customers Stay or Stray: Insight From Global Customer Experience Research," reveals how important it is for companies to get the customer experience right Here are a few key findings[...]
Help Clients Uncover Hidden Business Insights in Call Recordings
Speech analytics technology is a highly effective way for your clients to glean information from their call recordings. Learn more!
Keep Customers Coming Back – Mine Calls w/ Speech Analytics Technology
It’s been said over and over, and it’s not brain surgeryyou'll keep your customers happy and coming back to buy more if you treat them well, really well How do you know if your employees are treating your customer well There are several ways, like manually listening in on calls to[...]
Develop Better Employee Training Programs with Audio Mining Technology
Understanding the day-to-day activities of frontline employees is a critical component of effective customer service training activities Workforce training and coaching programs are critical for employee development Custom searches will allow companies to pinpoint any call where a[...]