The company-customer relationship is certainly not a simple one It is complex and multifaceted with a lot of moving parts Capturing your customers’ conversations provides you with a wealth of knowledge - also known as business intelligence - to better understand your position in the[...]
Finding ways to increase incoming calls to your business is a strong lead generation tactic – these leads are the infamous “low hanging fruit” Prospects that call in and are interested enough in your products and services to take the time to engage in a personal conversation[...]
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[...]
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[...]
The challenges are many for those who manage and staff call centers Even seemingly minor difficulties within these operations can have a significant impact on a company’s reputation and bottom line The majority of calls coming in to contact centers generally revolve around complaints or[...]
As you probably know, customers will express themselves in myriad of ways - especially if they are unhappy If one of your business goals is to reduce the number of unhappy customers (hopefully that is a goal of every company), then you can use a speech analytics solution to easily identify unhappy[...]
A call center or “contact center” is the gateway to a company or organization Its agents are the gatekeepers whose initial interaction with callers creates the first impression for customers and buyers An existing or potential customer’s experience with a contact center and[...]
NICE, a provider of speech analytics, recently released results of a Consumer Channel Preference Survey The findings show that about 50% of respondents turn to live agents in a contact center to resolve issues According to the report, "Almost half of the respondents noted that if they are[...]
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