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Pieces of a Company That Make Up the Call Center Puzzle

  As this recent article points out, there are multiple divisions of a company that play into the call center specifically To be effective in implementing a speech analytics solution, you must make sure to have a designated team in place, consisting of all members within various departments[...]

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Reduce Customer Attrition with Call Center Recording Tools

I just read a great article on call center recording, and thought I'd share   It was published by Orex, which is a call recording provider, but has some good thoughts on how to reduce customer defection by using recorded conversations to gauge the customer experience a company delivers, and to[...]

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Call Center Monitoring: The Quality Process

Businesses that make the investment in call center monitoring should get all they can from the data they collect In the end, it’s not simply mining data that matters but what you do with it Everyone involved in managing a call center should understand the quality monitoring process Establish[...]

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Unlock Insights in Contact Center Calls with Speech Analytics

Today’s advanced speech analytics technology empowers contact centers to easily and automatically extract deep and meaningful business insights directly from recorded phone calls with their customers, which provides manager and supervisors with a deep understanding of customer intent and[...]

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Report: The Secret to Call Center Retention and Productivity

Thanks to advancements in data collection and voice of customer technology solutions, specifically speech analytics, call center operators have access to the technology they need to help them monitor agents’ conversations with customers to help determine what type of people succeed in call[...]

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3 Trends in Call Center Optimization

Call centers continue to change how they do business as new technology and software is developed Companies are working to improve call center optimizationto better serve customers and reach new prospects Trends for 2013 include the use of social media, mobile apps and outbound calls to improve[...]

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Call Recording Contributes to Service Recovery Efforts

“Service recovery” from a customer service standpoint is relatively easy to define “The act of turning a negative into a positive” is one way of conveying the basic premise behind this term But developing an effective service recovery strategy and executing it[...]

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