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Financial Importance of Call Monitoring for TCPA Compliance

There are two rather large TCPA class action lawsuits in the works right now; one with AT&T and the other with Bank of America The potential financial ramifications are staggering, with the AT&T settlement expected to be $45 million, the BoA settlement, which has receive approval, which is[...]

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Using Contact Center Monitoring to Build Stronger Customer Communications

Who needs an answering service Your business can greatly benefit from having a strong answering service provider as part of your business platform Contact center monitoring ensures that you and your team stay in touch with your customers anytime, anywhere Our inbound call center services along[...]

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Call Scripts and Compliance Ensure Good Customer Experiences

The other day, we wrote an article on how to use script compliance measures to avoid publicly embarrassing mistakes for your company and your employees This conjures up thoughts about the latest Comcast Cable debacle that has played out publicly, like a fast moving fire, through the use of social[...]

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Use Script Compliance To Avoid PR Mistakes

At first blush a lot of people may tell you that using a script in a business call doesn't sound that appealing to them They may say that doing so makes the person on the phone sound as though they are not being authentic - that they sound like a robot That being said, scripts also protect[...]

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What Makes Customers Mad? How Speech Analytics Helps

According to a recent study, conducted by Harris Poll on behalf of ClickSoftware, which polled 2,051 US adults, they're mad!Take a look at these stats Due to their frustrations around poor customer service: 35% of those surveyed said they have cancelled their service or stopped using that brand[...]

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Measuring Agent Performance Via Call Tracking

In some fields it is easy to measure the performance of an employee An athlete is easily measured on his or her performance by statistics Actors and actresses can be measured on their performance by the reviews of the audiences who go to see them However, those who work in call centers may not be[...]

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Three Tips for Achieving Customer Experience Enhancement

The best way to handle customer experience enhancement doesn't have to be a mystery In fact, we've got three easy steps right here! Pay attention to what your customers expect from you Offering various ways for your customers to provide you with feedback is a great way to get the information[...]

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Evaluating & Improving Customer Experience – 2014 and Beyond

Customer experience is the subjective perception, or opinion, that someone has based on any direct or indirect contact with a company This can include the service they receive over the phone, if shipments arrive in time, the packaging that the item comes in, features, the advertising to support the[...]

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