Good call quality monitoring shouldn’t focus only on the negative; this crucial activity needs to have a positive influence on your business, too With a few useful tips, you can improve the quality of your monitoring without a lot of extra expenses or complicated processes Don’t forget[...]
Our vice president of marketing, Laura Noonan, recently had the privilege of speaking with the Talk Business 360 network on the benefits of using speech analytics to improve business processes and ultimately make positive changes on the customer experience What is speech analytics Advanced[...]
Often, companies see the inherent benefits of implementing a speech analytics solution, but are not totally confident that they have defined their business objectives in order to make the best use of the technology They also don’t have a firm grasp on the best practices to follow when[...]
You invest countless dollars in recruiting, training, and retaining your team of call center representatives You equip them with the latest technology, the best leads, and a script designed to close sales But despite substantial outlay of time and money, you are yet to see a market improvement in[...]
Companies that provide excellent customer experiences train their customer-facing employees well Below are eight specific things that quality training and expert customer service companies are exceling at, along with tips on how you can improve in these areas as well Customer-facing employees[...]
It is estimated that businesses & contact centers lacking speech analytics technology fail to capture over 90% of all customer communications, leaving an enormous gap in business knowledge That is not the place to be Businesses want to make sure they are capturing all points of the[...]
Every day, important clues about your customers’ needs pour into the call center--but are you getting the message The voice of customer calls can alert you to weaknesses within your customer service pool, problems with a product or an overall concern about a service you may have overlooked[...]
There are two types of technology that drive a speech analytics platform One is Large Vocabulary Continuous Speech Recognition, or LVCSR This is essentially speech-to-text technology and is dependent on the dictionary to identify words that are contained and spoken within phone conversations The[...]
"This call may be monitored for quality assurance" Any one of us who has ever called a customer service center has heard that profound eight word sentence Well, to monitor a few calls here and there may be a sound move to ensure quality in your business’ customer contacts But, what if you had[...]
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