Kate R

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Speech Analytics In Call Centers Ensure Happy Customers Post-Holidays

With the holidays coming to a close this year, it’s time to finally take a deep breath and relax, right?  Well, not for everyone.  For many businesses, the post-holiday time can just be almost, if not just as hectic with myriad returns, exchanges, complaints, and requests from dissatisfied gift recipients. And if a company has a contact center, no doubt its agents will be flooded with even more calls than usual. “Taking it easy” is simply not part of their vocabulary right now. But just because this time of year is quite busy for businesses, it does not mean it must be completely stressful.  With tools such as call recording and speech analytics in call centers, businesses can help their agents be better prepared to handle situations both now and in the future…. Read more

Keeping Customers Happy with Automated Quality Monitoring

If you’re looking to gain insights into your agent performance and customer experience, you should consider adding an automated quality monitoring solution to your suite of contact center technologies.

If knowledge is power, then customers these days are stronger than ever before. With so many people of all ages having access to the internet practically 24/7, information is readily available whenever they want, especially when it comes to looking into goods and services. As a result, the expectations today’s customers place on their experience when interacting with businesses are particularly high, and most businesses are taking notice. Ninety-five percent of customer service decision-makers surveyed say providing an excellent customer experience is their top priority, while 75% believe they can use it to gain a competitive advantage [1]…. Read more

How Speech Analytics is Changing the Customer Experience Game

Once upon a time (that is to say, as recently as 2005), contact centers were designed with the focus on ensuring all systems were working fluidly to support the company.  When it came to customer service, expectations were much lower, and companies could get away with putting in a lot less effort.

But times have changed, and customer service expectations have grown exponentially.  Since 2013, the emphasis in contact centers has become more geared toward hiring and training the right agents to support customers and ensure the best experience possible.  After all, contact centers interact with customers more than any other department, and are in the best position to establish and build relationships.  Businesses are also realizing that in order to serve the customer, first they must know the customer…. Read more

Use Speech Analytics to Enhance Customer Experience

When a customer calls in to a contact center, of course the primary goal is to answer all queries and settle any issues in an efficient, friendly, and helpful manner. But the customer experience is more than just knowing what your customers want today; it’s about knowing what the customers will want tomorrow, as well…. Read more

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