How to Excel at Delivering a Superlative Customer Experience
Companies that provide excellent customer experiences train their customer-facing employees well Below are eight specific things that quality training and expert customer service companies are exceling at, along with tips on how you can improve in these areas as well Customer-facing employees[...]
How Do You Capture the Voice of Your Customers? With Speech Analytics
In order to capture and understand the voice of your customers, you need to have a process in place to record, analyze and evaluate the customer experience After all, how can you deliver a great experience if you don't have any data to gauge your success Here are eight important statistics[...]
3 Questions to Ask Your Business to Improve the Customer Experience
Today, it’s all about the customer experience - they are driving the relationship and the success or failure of businesses today And, delivering a great customer experience is often the main differentiator that many companies are relying on in order to grow and survive Ask the following[...]
How Do You Understand the Voice of Customers?
Having a Voice of Customer, or Voc, program means you are interested in what your customers are telling you; that you want to be proactive and innovative to keep up with their needs, and you are intent on providing the best possible customer experience First, let’s review exactly what "Voice[...]
Customer Intel Through Call Metrics, Recording & Speech Analytics
Call recording and speech analytics software easily and affordably taps into recorded customer conversations and allows businesses to capture the customer experience, uncover valuable leads, react quickly to problems and opportunities, and ensure script compliance, among a wide range of other[...]
Keep Customers Coming Back – Mine Calls w/ Speech Analytics Technology
It’s been said over and over, and it’s not brain surgeryyou'll keep your customers happy and coming back to buy more if you treat them well, really well How do you know if your employees are treating your customer well There are several ways, like manually listening in on calls to[...]
Sound Call-handling Tips for Contact Center Agents to Follow
Regularly reviewing your call-handling process is just smart business management Below are a couple of ways every department in a company may improve call handling and avoid losing customers Listen to the Caller Are your employees trained to listen to what the caller is asking for first Then[...]
18 Practical Business Uses for Speech Analytics
Speech analytics technology can be used by multiple departments within a company, works among any industry imaginable, and for any size business Here is a pretty comprehensive list of practical applications for a call recording and speech analytics solution: 1 Call driver analysis - Track why[...]
Call Recording for Quality and Compliance
For businesses that play in the world of finance, like banks, mortgage lends, or advisers, recording customer calls is a necessity to help protect your business from facing potential litigation The Truth in Lending Act states that there are specific pieces of information that must be disclosed[...]