Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
TELL A
FRIEND
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

Article : The Power of Voice & Using Speech Analytics to Uncover Customer Data

Customers today have a myriad of channels to choose from when contacting a company: email, chat, text, social media, etc. However, even with this "new" technology right at their fingertips, 90% of Americans prefer the traditional method of using the phone to conduct business with a company and 65% of businesses consider phone leads more valuable than leads from other channels. Because phone conversations remain vital, organizations must ensure that they are extracting all of the valuable data that exists within these conversations in order to truly capture the voice of their customers.

Basic call recording software is standard in a call center environment; however it is no longer adequate. Using basic call recording software means that calls must manually be monitored and in most organizations, it’s only a sampling of calls that are actually listened to. This means that the valuable insights hidden inside the calls that aren’t monitored aren’t extracted. Businesses must invest in a more robust technology that includes speech analytics in order to gain a full scope of the customer experience.

Each conversation with a customer, or potential customer, contains valuable data that is often missed. Speech analytics software can extract the unstructured, unmeasurable data contained in voice conversations. It gives structure to the data by categorizing calls by call content. Speech analytics mines hours of content in minutes, searching conversations for selected keywords inside calls. This quantitative and verifiable data can supplement, or even replace, more traditional (and expensive) market research methods. Statistical reports can be delivered on a daily basis, or even multiple times per day as needed.

....NOTE - content continues below this message


INVITATION

We invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

>>>>> FIND OUT MORE: HERE


....CONTENT CONTINUED BELOW


Uncovering voice of the customer data via speech analytics has many benefits. Companies using the technology are able to control costs and increase revenue. In the call center, managers are able to use the data to measure agent performance and improve training procedures in order to reduce call times, improve customer satisfaction levels, encourage repeat purchases, and take advantage of up-sell or cross-sell opportunities. Speech analytics technology is also valuable in other departments. For example, the marketing department can utilize the technology to analyze response to a product or marketing campaign by searching across calls where that product or campaign was mentioned. In highly regulated industries, a compliance officer can monitor calls to ensure that agents are compliant with rules and regulations while speaking with customers and verify agent delivery of essential statements.

Speech analytics software is currently used by a variety of companies across many industries. Cloud-based speech analytics software has allowed small to medium sized businesses to have access to this powerful software because it is much more affordable than an on premise solution and draws on few, if any, resources from the IT department.

Any company that hasn’t yet invested in a speech analytics solution should be looking to do so, and soon. The companies that have already implemented the technology are reaping the benefits, while the companies that continue to use only basic call recording software fall behind.


About Jeanne Landau:
Jeanne Landau has over 10 years of experience leading the marketing, social media and content programs for 800response and CallFinder. For over 25 years, 800response has been providing toll-free vanity 800 phone numbers to businesses in North America, with the goal of increasing consumer recall rates when used in advertising, while providing detailed call tracking and call monitoring data for ad campaign analysis. In 2012, Jeanne was an integral member of the team that developed and launched CallFinder, a cloud-based call recording and speech analytics solution.

About CallFinder:
Company LogoCallFinder is an affordable and flexible cloud-based recording and phonetic indexing speech analytics solution that allows businesses to easily record, categorize, and analyze customer conversations to gain business insights and improve the customer experience. CallFinder identifies spoken phrases within call recordings, highlighting calls that cover business challenges like customer satisfaction, workforce training, business and competitive intelligence, script compliance, and more.
Company RSS Feed   Company Facebook   Company Twitter   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Voice Mail Timeout!

Read today's tip or listen to it on podcast.

Published: Monday, May 25, 2015

Printer Friendly Version Printer friendly version

2021 Buyers Guide Call Routing Optimization

 
1.) 
Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.

2.) 
Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.

3.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
 

About us - in 60 seconds!

Submit Event

Upcoming Events

The place where the world's best meet and share their best practices!

A place for professionals to learn the latest and greatest strategies and ideas and to connect with the elite in the industry. 

This is the highest rated industry event with ... Read More...
 2112 

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =