Speech Analytics Mines Business Data for Pure Gold
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[...]
3 Negative Phone Behaviors & How to Overcome Them with Speech Analytics
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[...]
Speech Analytics Best Practices To Extract Key Business Insights
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[...]
Keep Customers Coming Back – Mine Calls w/ Speech Analytics Technology
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[...]
Assessing Your Needs for a Speech Analytics Solution
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[...]
Customers Are Calling the Shots – Listen To and Analyze Them!
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[...]
Call Recording for Quality and Compliance
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[...]
Using Speech Analytics in Your Contact Center to Drive Sales
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[...]
Take Call Recording to the Next Level – Mine Calls – Extract Intel
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[...]