Kate R

Archive for Workforce Training

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

Call Center Monitoring: Measuring and Assessing Performance

The health, vitality and profitability of a business depends largely on its effectiveness to ensure that performance levels and quality service remains high while costs are kept to a minimum. In striving to meet these goals, a business or organization must continuously evaluate every aspect of its operation, eliminate functions that do not add value, and pinpoint areas in which there is room for improvement.

A good example of where this evaluation process can take place is the call center. There are numerous pieces to the call center puzzle, each that can either contribute to its success or be partially responsible for its failure. Therefore, the performance and productivity of individual call center representatives, and the contact center operation on the whole, must constantly be assessed and measured…. 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

Agent Performance and Training Enhanced With Call Monitoring Software

A retail business with multiple locations signed on with CallFinder to better understand how the front line employees at the stores were handling calls, and used that data to identify workforce training opportunities.

This critical call monitoring data allowed the company to take immediate necessary action to eliminate the amount of time call center agents were spending answering customer service-related questions and issues, thereby reducing their external call center costs…. Read more