Yesterday, my family went to Ruggles Mine in New Hampshire, where you can rent a pickaxe and buy a bucket to chip away at the rocks and caves to see what you can collect Anything you can cut away and carry out, you can keep As I was there, digging away, I got to thinking that I was doing a[...]
AchieveGlobal recently conducted a worldwide consumer survey about real customer service The survey report, "Why Customers Stay or Stray: Insight From Global Customer Experience Research," reveals how important it is for companies to get the customer experience right Here are a few key findings[...]
Often, companies see the inherent benefits of implementing a speech analytics solution, but are not totally confident that they have defined their business objectives in order to make the best use of the technology They also don’t have a firm grasp on the best practices to follow when[...]
It’s been said over and over, and it’s not brain surgeryyou'll keep your customers happy and coming back to buy more if you treat them well, really well How do you know if your employees are treating your customer well There are several ways, like manually listening in on calls to[...]
Speech analytics is relatively new to the business world, in relation to the telephone, for example As a business owner, or the manager of a contact center - internal or third-party - how you you know when is the right time, or the right size of your business, to implement a call recording and[...]
I thought I'd share some interesting statistics today, which you may have seen in other places, just as a reminder of the importance of listening to your customers, recording your calls, analyzing your VoC - Voice of Customer - programs, etc, etc, etc Companies that are in tune with[...]
For businesses that play in the world of finance, like banks, mortgage lends, or advisers, recording customer calls is a necessity to help protect your business from facing potential litigation The Truth in Lending Act states that there are specific pieces of information that must be disclosed[...]
Let’s face it - it’s all about the Benjamins, right To ensure that your customers are happy, you can record your calls and then using speech analytics, you can search your calls to make sure your customer service agents are doing a great job Well, speech analytics can be used by many[...]
More and more, simple call recording and monitoring is increasingly inadequate In the face of the growing trend to respond to the dynamic and fluid wants and needs of a business’ customer base (past, present and future), the old convention of manually reviewing calls and monitoring a[...]
The technical storage or access is strictly necessary for the legitimate purpose of enabling the use of a specific service explicitly requested by the subscriber or user, or for the sole purpose of carrying out the transmission of a communication over an electronic communications network.
The technical storage or access is necessary for the legitimate purpose of storing preferences that are not requested by the subscriber or user.
The technical storage or access that is used exclusively for statistical purposes.The technical storage or access that is used exclusively for anonymous statistical purposes. Without a subpoena, voluntary compliance on the part of your Internet Service Provider, or additional records from a third party, information stored or retrieved for this purpose alone cannot usually be used to identify you.
The technical storage or access is required to create user profiles to send advertising, or to track the user on a website or across several websites for similar marketing purposes.