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Want Deeper Customer Engagement? Let’s Talk Speech Analytics
What you can learn through your recordings is a huge, untapped amount of customer understanding. When you can integrate that data with your overall analytical plan, you get deeper, holistic view into...
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Speech Analytics is Talking; the Industry is Listening
In my first post on this topic, I covered at a high level the basics of how speech analytics can bring deeper customer engagement to the contact center. In this follow-up, we’ll look at why the...
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Contact Center Performance: Evaluating Speech Analytics
Speech analytics is one of the fastest growing market segments in the call center industry. Once the purview of large enterprises, today speech analytics technology is being adopted by organizations of...
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What Has Your Data Done for You Lately? Quality Analysis in the Contact Center
Most contact centers today have a well-embedded quality management process in place, but is your quality program falling short by failing to deliver real business value? One of the ways businesses can...
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Say it Again, Sam! Recorded Greetings Set the Right Tone Every Time
“Use your words!” Isn’t that what parents tell their little ones when they are having a hard time making themselves heard or understood? Contact center agents are asked to “use their words” all day...
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Older QA and Recording Solutions May Put Businesses at Risk
Most consumers replace their smart phones every 1-3 years. Many would never dream of using a phone that’s more than five years old, much less ten. And yet, it’s not uncommon for contact centers to be...
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QM Kick Start: What is Quality Management?
Quality Management or QM can be perceived as meaning something different depending on the business. But in reality, the sole purpose of quality management is to measure success. Regardless of how you...
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Legacy Recording Solutions Can Jeopardize Your Customer Experience
If your contact center is like most, you rely on processes for quality management and coaching to optimize the level of service your agents deliver. However, these processes are only as effective as...
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5 Signs Your Legacy Call Recording Solution is a Liability
Customer experience may not be the first thing you think of when it comes to quality management and call recording solutions. But maybe it should be. As recently as five years ago, calls were primarily...
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