Home call analysis

Archive for call analysis

Should Your Call Center Agents Follow a Script?

To script, or not to script That's the million (or billion) dollar question these days We've been reading and hearing more and more that consumers do not want to be spoken to like their robots And as people and consumers ourselves, we have to agree We really enjoyed reading this recent article[...]

Read Post

What To Expect With Call Recording

Every business will have callers and agents or employees who handle those incoming calls In an ideal world, every call should go over smoothly and according to company policy, but we do not live in a perfect world Instead, we require implementation of technology like call recording to determine[...]

Read Post

What Business Insights May Be Gained From Call Recording

Every day thousands of businesses are buried underneath millions of phone calls from customers all across the country and indeed the world In the midst of all of those phone calls there are some gems to be discovered Though many do not at first realize it, customers who call into a business to ask[...]

Read Post

How The Customer Experience Can Be Improved

The customer experience that one has largely depends on a lot of behind the scenes actions taken by the company that they happen to be dealing with Some of these actions are things that have a lot of effort and thought put into them One such thing is the experience that customers have when they[...]

Read Post

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[...]

Read Post

Increase Customer Satisfaction With Call Quality Monitoring

When a customer calls, you want them to be satisfied with the service you're providing You know your employees, and know that most of the time that is exactly what they're delivering However, having a system in place to ensure that is happening, that customers are getting the care and attention[...]

Read Post

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[...]

Read Post

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[...]

Read Post

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[...]

Read Post