Customer experience is the driving force behind the most successful businesses these days. In fact, according to the 2017 Gartner Customer Experience in Marketing Survey, more than two-thirds of marketers compete largely based on CX alone.
When you think about good customer service, the mind more than likely goes to the hospitality industry. Oftentimes, that free upgrade to first class on a flight or a complimentary drink for an excessive wait at a restaurant can make all the difference between a shining recommendation or a scathing condemnation of your business. However, with the recent rise of eCommerce and multiple touch-point interaction, the concept of customer service has evolved into a greater beast, one that requires a skosh more attention than just offering free stuff in a crunch.
“We are a pattern that changes slowly, but has stability and continuity, even though the stuff constituting the pattern changes quickly.”
Just this past year, one of the three major credit bureaus, Equifax, endured a security breach that put nearly half the country’s personal and financial information in jeopardy. The fiasco has cost the company millions in legal fees and something that no dollar amount can ever replace: their reputation.
Times are changing... data is for everyone
Our businesses and organizations are becoming increasingly complicated environments with each passing year. Inevitably, as you grow, you’re going to find yourself creating new departments, starting special project groups, and hiring more people all along the way.
Topics: Call Center Analytics
Companies such as Target, Wendy’s, Chipotle, GameStop, and Yahoo have had user accounts, customer identification, and payment card information hacked from their systems. Businesses are no longer just physical places, but virtual ones that can be accessed, and breached, anywhere at any time from multiple devices. [Read More About Getting PCI Compliant]
More Doors Need More Locks
Back in the day, retailers would lock their doors and turn on their alarm system in order to keep their merchandise and customer's information secure.
SPEECH ANALYTICS THROUGH DEEP LEARNING NEURAL NETWORKS
At VoiceBase we believe speech analytics is a game of "what is most likely to have been said here". Various companies have different strategies on how to answer that question with the highest degree of accuracy.