Speech Analytics in Health Care
How much could a phone call cost you Health care is one industry that sees the full impact of telecommunications, both for good and for ill Unfortunately, much of the variability of these experiences is due to a lack of call recording and speech analytics The Health Insurance Portability and[...]
Monitoring Quality Assurance with a Speech Analytics Solution
Monitoring calls for quality assurance is being put into practice within businesses of all sizes and industries The practice of recording calls and then scanning them for keywords and phrases is increasingly important to measure agent performance, customer satisfaction, the customer experience,[...]
Improve The Customer Experience With Call Tracking
Customers value service When they are treated well by a company, they are likely to come back to that company to do business with them again in the future That is why the customer experience should be valued above just about anything else One way to help improve the experience that customers have[...]
Call Monitoring Is A Great Way To Maintain Employee Accountability
Employees sometimes have to be monitored in order to ensure that they are following standard operating procedures, and providing quality customer service to ensure a great customer experience Although all business owners like to think that they hire only the best employees, it is never something[...]
Phone Sales, Customer Service Training is Easier with Call Recording
Business has changed in many ways over the years, and it changes rapidly at times One thing that hasn’t changed, however, is the value and importance of excellent customer service If anything, it could be argued that the importance of high customer satisfaction ratings is even larger than[...]
Measure Regulatory Compliance with Recorded Calls, Speech Analytics
Learn how using speech analytics solution for script compliance can enforce a consistent customer experience and improve customer satisfaction.
Record and Analyze Calls to Reduce Abandon Rates and Customer Churn
It's a fact that doesn't really need to be stated - no one likes to wait on hold when they call your company, or any company for that matter You don't like to be placed on hold, do you Well, neither do your customers Reducing abandon rates, and thereby losing potential sales, is a challenge for[...]
Ensure Script Compliance with Speech Analytics Software
We operate in a highly regulated world, which means that your call center employees need to know your company policies, which your legal and business consultants have helped you to craft into a script or business process That script or process needs to be accessed and activated right away or else[...]
Use Employee Codes to Monitor Agent Performance
Improving the customer experience is a trending topic for businesses today, with research showing that two-thirds of consumers would be willing to spend approximately 13 percent more money with a company following an excellent customer service experience In comparison, 55 percent of customers would[...]