Missing Insights? Voice Data Health And The Contact Center

Posted by Alissa Pagels-Minor on Oct 11, 2019 1:50:58 PM

Data drives insights, and insights drive business. If your company has a contact center, it’s likely that standard KPIs  like agent performance and call times are metrics being tracked. These KPIs help managers improve agent performance, customer experience, and operations costs. But for most enterprises, the data insights stop there.

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Topics: call center, agent monitoring, Call Center Analytics, call analytics, call recording, contact center, customer analytics, Automated Insights, BI Tools

Compliance Monitoring: Harnessing the power of speech analytics

Posted by Natalie Chilton on Jun 10, 2019 3:08:21 PM

How many calls do you wager go in and out of your call center every day? As an enterprise organization, hopefully your answer to that question is less of a guess and more of an exact science. No matter your specific vertical, maintaining an intimate understanding of every voice interaction between customers and agents is integral for call centers to maximize revenue, retention rates, and customer security.

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Topics: customer experience, speech analytics, agent monitoring, API, call scoring, compliance, PCI compliance

Automate Call Center Agent Monitoring With Auto Call Scoring

Posted by Emily Blazensky on Apr 27, 2016 1:30:00 AM

 

"You can have data without information, but you can't have information without data" - Daniel Keys Moran

The average call center agent handles 781 inbound calls per month (Via ICMI). The average call center has about 289 employees (via Cornell University), so that means most call centers process over 250,000 calls per month. That's a lot of Quality Assurance checking (QA)!

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Topics: call center, agent monitoring

What is Big Voice?

AI-powered speech analytics for the cloud

VoiceBase is defining the future of deep learning and communications by providing unparalleled access to spoken information for businesses to make better decisions. With flexible APIs developers and enterprises build scalable solutions with VoiceBase by embedding speech-to-text, speech analytics, and predictive analytics capabilities into any big voice application. 

 

 

The Modern Speech Analytics Playbook

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