How to Measure Marketing Effectiveness with Speech Analytics Technology
With speech analytics technology, custom-built searches can track the performance of individual marketing campaigns, promotions, and monitor how specific messages are resonating in the marketplace among their customers Calls can be categorized not only by business unit, but be designed to get as[...]
Take Call Recording to the Next Level – Mine Calls – Extract Intel
More and more, simple call recording and monitoring is increasingly inadequate In the face of the growing trend to respond to the dynamic and fluid wants and needs of a business’ customer base (past, present and future), the old convention of manually reviewing calls and monitoring a[...]
What is Speech Analytics?
If you searched the Internet for "What is Speech Analytics" you've landed on the right spot! In a word, speech analytics software analyzes agent-customer phone calls to discover the true voice of customers and improve quality assurance practices But it's so much more than that This blog post[...]
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[...]
Monitor, Ensure Script Compliance with Speech Analytics
The last in our series of common business challenges that can be addressed by capturing the voice of customers is ensuring script compliance “Compliance” means the customer service center or contact center, its employees, and each interaction with customers conforms to a clearly[...]
Collect Competitive and Market Intelligence with Speech Analytics
Learn how to analyze recorded customer calls to capture competitive and market intelligence using speech analytics technology.
Analyze Data to Boost the Customer Experience
Like most businesses, you are probably (hopefully) trying every day to improve the customer experience for those that are buying your products and services But, if you don’t have a good sense of what you are delivering, analyzing it on a regular basis, and making modifications to process,[...]
The Customer Experience Crystal Ball: Predictions for 2013
Today’s article by 1to1 Magazine goes into predictions for 2013, and the challenges that business will face as they attempt to achieve optimal customer experience performance through the many departments of their organizations that touch the customer in some way or another Here is a short[...]
6 Reasons to Add Speech Analytics to Your 2013 Business Strategy
Customer experience is the key differentiator between your company and a competitor How do you make sure you are delivering the best possible customer experience, on every call Speech analytics is how Our affordable cloud-based solution allows you to search and analyze the content of every[...]