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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[...]

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Making Quality Assurance A Daily Habit

No business can survive without its customers In order to keep those customers around, excellent customer service will be required Thus, quality assurance is an important aspect of the work that an office manager does One means of assuring quality is to listen in on the phone call conversations[...]

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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[...]

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How To Review The Customer Experience With Call Tracking

Customer service is of paramount importance to all businesses When the customer base is happy, then the business thrives When the customer base is not happy, there are a lot of fires to put out One way to evaluate the customer experience is to try out call tracking Crunch The Numbers The first[...]

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Call Center Monitoring: Big Data's Impact On Business

The smart business owner or manager of today realizes the impact that data can have on his or her company Call centers in particularly receive a lot of data because of the amount of phone calls that they have to process on any given day Call center monitoring has thus become an important part of[...]

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Using Contact Center Monitoring to Build Stronger Customer Communications

Who needs an answering service Your business can greatly benefit from having a strong answering service provider as part of your business platform Contact center monitoring ensures that you and your team stay in touch with your customers anytime, anywhere Our inbound call center services along[...]

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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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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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Call Mining: From Trend to Mainstay

Emerging innovations in cloud-based technology have provided the world with countless ways to communicate Now more commonly known as speech analytics, call mining software provide users with a number of benefits, including automated call monitoring to improve agent performance and the customer[...]

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