Kate R

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Speech Analytics Expected To Surge in 2012

Speech analytics and Web chat are the contact center technologies that will experience the highest rates of growth in 2012, according to research from contact center industry analyst firm ContactBabel.

According to ContactBabel’s “U.S. Contact Center Decision-Maker’s Guide 2012,” speech analytics implementations are expected to grow by 59 percent in 2012, with Web chat increasing by 60 percent. Current penetration is 27 percent for speech analytics and 32 percent for chat…. Read more

5 Ways to Improve Operations Efficiency with Speech Analytics

It takes time and resources to listen to call recordings and identify those that need your attention. Speech analytics technology is the process of analyzing recorded calls for you to glean information that helps improve operations within the sales and customer service departments of a company. When in place, this powerful technology brings structure to customer interactions, and sheds light on business intelligence that is contained in telephone interactions, that is otherwise only accessible by listening to entire call recordings…. Read more

What is Call Tracking, Call Monitoring, Speech Analytics?

Business of all sizes can attest to the fact that there are many benefits to having access to call data.

Real-time Call Tracking reports provide advertisers with a wealth of precise information on incoming calls to your toll-free vanity number. Typically, the reports are accessible online, and are updated and maintained in real-time so that call data is always current. This means that businesses can monitor their ad campaigns as soon as they start running, and monitor incoming calls as a result of a TV spot, radio spot, promotion, etc…. Read more

Call Center Times – Improve Operations Efficiency with Speech Analytics

published in Call Center Times, November 28, 2011

It takes time and resources to listen to call recordings and identify those that need your attention. Speech-detection technology, also known as speech analytics, is the process of analyzing recorded calls for you to glean information that helps improve operations within the sales and customer service departments of a company. When in place, this powerful technology brings structure to customer interactions, and sheds light on business intelligence that is contained in telephone interactions, that is otherwise only accessible by listening to entire call recordings…. Read more

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