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Misperceptions of Speech Analytics

To us, and our customers, it seems so clear that lacking speech analytics leaves a business or contact center at a disadvantage in terms of best practices So, why are some businesses still hesitant—why isn’t everyone using it Current Misperceptions The reason is that there are a lot of[...]

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State of Quality Assurance & New Best Practices

Traditional Quality Assurance The state of quality assurance today, is that QA staff, supervisors and trainers are an overextended resource They’re performing QA tasks and monitoring manually, maybe scoring agents’ calls from random samples  Or, they're doing “targeted” QA which[...]

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How the Customer Voice Impacts a Business

For several years it seems businesses missed the mark on what their customers really wanted As the digital movement was growing at an incredible pace, with new digital advertising techniques being launched weekly (it seems, that may be an exaggeration), the importance of the human voice got[...]

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Speech Analytics Will Facilitate Great Customer Service

There is a local inbound marketing agency here in Vermont that we have a great amount of respect for, and who just recently published this article on the best customer service steps that should take place after a sale is made Many of the steps focus on listening to your customers' needs, which is a[...]

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Reviewing Agent Performance For Bonus Season

Evaluating employees in  preparation for review time can be one of the most time-consuming, challenging responsibilities for managers How do managers reward the employees who consistently deserve recognition for their efforts How do they encourage everyone to do the best work that they possibly[...]

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Why Call Recording Makes A Difference In The Bottom Line

Recording phone calls makes a business more profitable It is really as simple as that With the amount of phone calls that a company receives in a day it is important that they capitalize on that data Call recording can make this possible by capturing the data that comes in on phone calls with[...]

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Call Recording: Why It's A Smart Process

A business with a call center is one that has the potential to collect a lot of data Call recording allows for businesses to make the conscious choice to collect the information that callers are willingly turning over to them Some have tried to twist this into being a negative thing in some way,[...]

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New Approaches to Call Quality Monitoring Feedback.

The philosophy behind call quality monitoring feedback has changed over the last few years In the past, the process was one-way (supervisor giving feedback to agent) and was consequently often viewed as punitive by the agent The approach has changed due to the involvement of Quality Assurance,[...]

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