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How to Measure & Manage the Caller Journey

In today's customer-centric world, tracking the customer experience is a major focus for contact centers and businesses A key component to the customer journey is phone conversations (or the caller journey) The experience a customer has with an agent over the phone will ultimately define their[...]

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Speech Analytics: New Best Practice in Quality Assurance

We're gearing up to participate in a dynamic discussion on October 23rd, focusing on the new best practices of quality assurance, also known as quality management programs We'll be together with other strong representatives in the industry of providing contact center solutions to businesses,[...]

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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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Call Center Monitoring: Big Data's Impact On Business

The smart business owner or manager of today realizes the impact that data can have on his or her company Call centers in particularly receive a lot of data because of the amount of phone calls that they have to process on any given day Call center monitoring has thus become an important part of[...]

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Three Tips for Achieving Customer Experience Enhancement

The best way to handle customer experience enhancement doesn't have to be a mystery In fact, we've got three easy steps right here! Pay attention to what your customers expect from you Offering various ways for your customers to provide you with feedback is a great way to get the information[...]

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Why You Should Know More About Audio Mining

Is audio mining important We think so, and we really can’t understate the importance of knowing more about it Businesses can definitely benefit from audio mining because it enables them to manage quality control more efficiently and effectively Read on to discover how audio mining can[...]

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Phonetic Index Search- Process and Applications

Phonetic index search is an approach of vocal mining The technique processes an audio message, like a call recording, and generates useful business information based on the content of the call Although there are a number of advanced mining tools, phonetic indexing is considered the fastest one From[...]

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Customers Are Calling The Shots When It Comes to Their Experience

Last week we shared some research-based statistics on The Age of the Customer Experience, and how this relevant industry trend is affecting business process and outcomes from a financial and credibility stand-point Here is a look at the customer experience from the customer’s perspective,[...]

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The Age of the Customer Experience

Here is a compilation of research-based statistics on the trending topic of the "customer experience" we’ve been writing about this important topic for about a year, and there are a lot of companies that provide technology tools to help businesses discover the process their customers go[...]

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