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State of Quality Assurance & New Best Practices

Traditional Quality Assurance The state of quality assurance today, is that QA staff, supervisors and trainers are an overextended resource They’re performing QA tasks and monitoring manually, maybe scoring agents’ calls from random samples  Or, they're doing “targeted” QA which[...]

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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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Voice Of Customer: Anger Or Delight?

Listening to the voice of customers on the phone can tell a lot about their experience in dealings with your company The voice of customer is something that one can pay attention to in the recordings that they listen to Even though the customers are not physically in front of them, managers can[...]

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How To Ensure Quality Assurance On The Phone

Every customer that calls in to your business desires to receive the same top quality customer service as everyone else The only way to know that this is going to happen is to look at the phone calls that are being made This process is known as quality assurance Listening To A Phone Call There[...]

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Call Centers and Big Data: Improving Business Intelligence

When most people talk about Big Data, they think they’re referring only to the explosion of information gathered from Web sites That’s not quite correct Big Data is a bit misnamed It’s not about the size of data, but about the large variety of data coming from many sources One key involved[...]

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Measuring Agent Performance With Call Analysis

Your agents or employees are people who work for you and for the betterment of your company It is up to them to make sure that all customers they come in contact with are treated well This is why agent performance is important to measure frequently in order to insure you are getting only the best[...]

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Speech Analytics – An Innovative Tool for Call Centers

According to business market analysts, speech monitoring and analytics software is probably one of the biggest trends in business today These intelligent software programs provide business owners an opportunity to process the unstructured content of phone conversations with their customers, and[...]

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Commercial Benefits of Speech Analytics

How Speech Analytics Software has Influenced the Mainstream Business World Before 2004, the use of speech analytics in the United States was strictly limited to priority federal organizations like FBI But soon after the wave of globalization hit the world, entrepreneurs started using this[...]

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