Questioning if Speech Analytics are Right for Your Call Center?

Quality Management programs in many contact centers suffer from the same common problems. Let’s analyze each of those problems.

Simply put, speech analytics is the automated process of analyzing conversations. Customer contact centers (call centers if you’re old-school!) increasingly employ these solutions to surface information from customer interactions to improve future customer experiences.

Do you know the difference between Conversation Intelligence and Transcript Analysis? The waters are quite muddy here and the terms are often used interchangeably however there are differences between the two terms and we will explore those terms and how they’re different but also how they might work together to achieve your goals.

Ownership in the world of NFTs is murky at best. I'm not even entirely sure what I own given that the photo can be copied, shared, and even turned into another NFT that someone else owns. Luckily, demonstrating ownership in the context of a contact center is much simpler!!

Here are 15 top contact center metrics, what they mean, and why you need to know them.

Spoiler alert - Average Handle Time targets aren't about money - they're about customer experience. And here's why this metric is so important...

Customer feedback is critical to understanding how you’re performing and how you can improve. But how you implement a system of feedback is critical to its success.

The word "script" in the context of a contact center is often considered a dirty word, but when done correctly, it can be an effective tool.

High agent turnover is one of the biggest problems facing call centers today and has a dramatic effect on not only the bottom line but the quality of service call centers are able to offer.

Our February product recap where we review Scheduled Reports, Interaction Cases and more.

Reap the benefits of direct observation while eliminating these shortcomings with Virtual Y-Jacking.

AI is answering phone calls for dinner reservations, but does its defining characteristic (being artificial) become a restriction when it comes to understanding a customer's request?

"Hold music" is a way to let one side of the conversation know that the call is still connected while they wait and an effective way for Agents to focus on the customer's issue.  Proper hold technique is easy to master and contains only 3 elements.

Not only did Dr. Seuss win a $50 bet that he could not write a book with only 50 words, he wrote one of the more enduring children’s books of all time – Green Eggs and Ham.  This “simple” book is full of lessons that are worth revisiting.

The digital experience for the customer is well defined. How about the agent’s experience? Elevating the playing field for the agent allows the organization to anticipate and exceed customer expectations.

Empower your contact center leaders with an easy to use system that encourages creativity and exploration. Allow your experts to define the outputs and necessary inputs that deliver meaningful insight.