Kate R

Blog

Three Quick Ways to Impact Business Performance

Today, businesses are under pressure to produce more, with fewer resources. Striking the right balance between expenses for efficient operational tools and resources, and growing sales to support those expenses, presents a challenge for dealerships.

Finding ways to optimize operational efficiency in order to improve productivity, save time and resources, and reduce costs may sound like the elusive magic bullet…But, starting with ”˜the basics’ (like your phone) and building image and analytics to support that solution, will go a long way toward positively impacting your business performance…. Read more

Speech-Analytics in the News – Capture the Voice of the Customer

Companies throughout multiple industries claim they capture and understand the voice of the customer. However, in order to know if they really are focused on this information, they have to dig deeper into how they gather feedback and manage relationships. Is speech analytics in place to truly capture the voice, or are they simply asking “yes” and “no” questions, leading the customer into agreement?

This recent opinion piece in the U.K.’s The Drum, stresses how easy it is to find evidence of broken relationships between organizations and their customers. When an organization is on the receiving end of criticism, complaints and even official investigations, it’s obvious they aren’t using speech analytics to truly capture – and listen to – the voice of the customer…. Read more

800response Launches Speech Analytics Application

BURLINGTON, VT – October 11, 2011 – 800response, the leading provider of vanity 800 numbers and web-based call tracking, announced today the launch of CallFinderTM, a unique speech-detection application that scans and analyzes call recordings for key phrases in real-time.   This dynamic technology takes call recording to a new level, allowing businesses to efficiently and quickly pinpoint priority calls such as pricing concerns, customer complaints, script compliance, and other business intelligence…. Read more

Call Recording Enhances Sales

Joe furrowed his brow as he reviewed Amy’s sales numbers. He knew that she was talented and friendly on the phone but these numbers did not make sense. Why was she failing to make her sales numbers?

Many sales managers are just like Joe. They hire people who have the knowledge, skills and abilities for inside sales. The promising new hires go through training and seem to get off to a good start but soon the numbers fall off and the manager is left to wonder what went wrong.

Call recording is an efficient way to train, monitor and improve your employee’s performance. You can use call recording throughout your organization to monitor and train every customer touch function…. Read more