Industries with the Lowest Customer Service Ratings
We just read an article on Yahoo!, detailing the industries that have the lowest ratings when it comes to customer service There are no big surprises, here is the list: Here are the five industries with the worst customer satisfaction 5 Retail - Q2 Customer Satisfaction: 81% 4 Financial &[...]
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.
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[...]
Speech Analytics Mines Business Data for Pure Gold
Yesterday, my family went to Ruggles Mine in New Hampshire, where you can rent a pickaxe and buy a bucket to chip away at the rocks and caves to see what you can collect Anything you can cut away and carry out, you can keep As I was there, digging away, I got to thinking that I was doing a[...]
3 Negative Phone Behaviors & How to Overcome Them with Speech Analytics
AchieveGlobal recently conducted a worldwide consumer survey about real customer service The survey report, "Why Customers Stay or Stray: Insight From Global Customer Experience Research," reveals how important it is for companies to get the customer experience right Here are a few key findings[...]
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[...]
Talk Business 360 on the Value of Speech Analytics
Our vice president of marketing, Laura Noonan, recently had the privilege of speaking with the Talk Business 360 network on the benefits of using speech analytics to improve business processes and ultimately make positive changes on the customer experience What is speech analytics Advanced[...]
Speech Analytics Best Practices To Extract Key Business Insights
Often, companies see the inherent benefits of implementing a speech analytics solution, but are not totally confident that they have defined their business objectives in order to make the best use of the technology They also don’t have a firm grasp on the best practices to follow when[...]
Maximizing Profits by Tapping Your Data Goldmine with Speech Analytics
You invest countless dollars in recruiting, training, and retaining your team of call center representatives You equip them with the latest technology, the best leads, and a script designed to close sales But despite substantial outlay of time and money, you are yet to see a market improvement in[...]