Saving Steps With Single-Step Transcription
In our fast-paced world, consumers are increasingly impatient. A whopping 90% rate an “immediate” response — 10 minutes or less — as either important or very important in a customer service setting. Additionally,...
Protecting Your Most Sensitive Data
I admit it. I cannot get redaction off my mind. My company’s speech analytics clients are practically consumed by the topic, so I guess it shouldn’t be a surprise that I’m always thinking about...
Speech Analytics and Modernizing Agent Performance Measurement with the Customer in Mind
Who decided that three was the optimum number of times an agent should say the name of a customer?”
Speech analytics using machine learning and AI are already making an impact within contact centers, but...
KISS Method: “Keep it Simple with Speech”
Speech analytics has gone from a trendy, cool technology to an essential software that reveals insights into customer-agent interactions. Speech solutions provide the tools necessary to capture, organize and analyze unstructured information to make...
Say Goodbye to Agent Turnover, Not Your Agents
If you’ve ever managed a call center, chances are you’re familiar with the constant cycle of agent churn. You invest time and money into building a skilled employee, they gain experience and become valuable,...
Contact Center Hiring & Retention: Using AI to Predict Which Job Candidates Will Be...
Do you have trouble hiring quality agents? Retaining the superstars? You’re not alone. Surveys suggest agent attrition is a top concern year after year. And no wonder: the ramification of bad hires is expensive....
Speech Analytics in 2019 and Beyond: With Change Comes Opportunity
If you’ve been lucky enough to be in the audience when an engaging speaker hits the stage, you know that his or her first words come with authority. Because of that, everyone else’s ears...
Reach New Speeds to Insight with a Speech Analytics Strategic Blueprint Workshop
“I don’t understand how my organization can use speech analytics.”
This is a statement often heard from those who have speech analytics just as often as from those who don’t. Speech analytics has the potential...
Inside View: Thomson Reuters
There is no doubt that speech analytics delivers great value to contact centers looking to improve processes, performance and customer experience. Getting the most out of this sophisticated technology requires a comprehensive, strategic approach....
VoC: Pinpoint the Calls That Matter Most
One of the key advantages of a voice of the customer (VoC) platform over a traditional quality monitoring (QM) program is the ability to pinpoint the calls that matter the most—those that provide the...
