Archive for business intelligence

Call Tracking And Business Intelligence Go Hand In Hand

It is not possible to run a business that is successful as it could be without collecting data of some kind or another All businesses need this because they need to know how they are doing and to measure that performance against their expectations When the data is collected and reviewed, it becomes[...]

Close The Business Intelligence Gap With Speech Analytics Technolgy

“Business intelligence, or BI, is an umbrella term that refers to a variety of software applications used to analyze an organization’s raw data” -- CIO Magazine Every transaction you have with any customer is a vital piece of business intelligence that rains down on your[...]

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[...]

The Voice of Customers is Key to Improve Customer-Company Interaction

Every day, important clues about your customers’ needs pour into the call center--but are you getting the message The voice of customer calls can alert you to weaknesses within your customer service pool, problems with a product or an overall concern about a service you may have overlooked[...]

Work Smarter, Not Harder with A Business Intelligence Software Package

"This call may be monitored for quality assurance" Any one of us who has ever called a customer service center has heard that profound eight word sentence Well, to monitor a few calls here and there may be a sound move to ensure quality in your business’ customer contacts But, what if you had[...]

Call Tracking Metrics – What Is It And How Can It Help You?

Call tracking metrics is a general term to describe the combination of technology and assembled information to assist in making fact-based decisions It is about using the results to organize and analyze performance Placing the correct information to the correct people at the correct time All[...]

What is Speech Analytics?

If you searched the Internet for "What is Speech Analytics" you've landed on the right spot! In a word, speech analytics software analyzes agent-customer phone calls to discover the true voice of customers and improve quality assurance practices But it's so much more than that This blog post[...]

Measure Marketing Success, Reduce Churn with Speech Analytics

Without a solution in place to capture, scan and analyze data, businesses are often in the dark about what their customers want and need, and how their competitors and local markets are communicating to consumers   As we’ve been covering in recent articles, businesses face many common[...]

Collect Competitive and Market Intelligence with Speech Analytics