Kate R

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Improve Agent Performance by Analyzing Call Recordings

If you’ve ever had to call a place of business, you’ve more than likely heard a recording saying, “This call may be recorded for quality assurance”, or something similar.  But what does it really mean?  At first, it sounds rather intrusive, like some shady figure is sitting alone in a dark room somewhere, listening to you ask why the nose hair trimmer you ordered hasn’t arrived, yet. But the truth is companies use call recording because they want to improve agent performance so they can give you an exceptional experience when you interact with them.  After all, you’re the customer!  Implementing call recording with automated cloud-based speech analytics technology allows businesses to really listen to the Voice of the Customer to improve agent performance and the customer experience…. Read more

Actionable Uses for Speech Analytics Technology

Speech analytics technology has been around since 2004, which is a pretty long time in the tech industry. Many businesses put off investing in this technology for a number of reasons. There’s always the question of whether or not the costs will generate a good ROI. In the case of speech analytics, the data weighs out that it is universally worth the investment – it pays off within a year, which is better than a great deal of the new advances companies readily invest in for their IT department…. Read more

Reduce Agent Attrition in the Contact Center, Improve Agent Performance

One of the biggest challenges to today’s contact centers is addressing the high attrition rate of their agents and measuring agent performance. On average, contact centers have an annual turnover rate* of 26% for their front line agents, leading new agents to have to be hired on a regular basis. Not only does this cost contact centers money, but it also means a substantial amount of time spent on training these new agents – time which could be spent answering calls and helping customers…. Read more

Things To Know About Implementing Speech Analytics Software

When your contact center is getting ready to apply speech analytics software, you are taking the first step towards a superior way of capturing the voice of your customers and converting those insights into informed strategic business decisions. After all, who better to tell you what your customers want than your customers, themselves?  Speech analytics helps take the guesswork out of strategic planning, and allows your company to make each decision with confidence.

However, before you begin to using speech analytics, it is important you understand certain aspects of the software; aspects which can help ensure it is a success. Here are some things to be aware of:… Read more

Good Customer Experience – Make Sure They Can Call You

If you think your company does not need a phone number for people to reach you; if you think all your customer service department requires for assisting your customers are online means, or that you don’t need real, live people to help customers with their questions or complaints,  we have one thing to say to you: You are mistaken!

It may sound strange to be so passionate about this, but believe us – we are speaking from experience. A very recent, frustrating, bang your head on a wall experience…. Read more