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.

Read More

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

7 Reasons Why Companies Should Consider Amazon Connect For Their Cloud Contact Center

Posted by Dan Raasch on Jan 18, 2018 1:03:03 PM

Amazon Connect For Cloud Contact Centers

You’ve heard it many times before: the market for cloud contact centers is growing at an astounding rate. Some say that it could grow to become a $15 billion market by the end of 2021.

Read More

Topics: call center, amazon, aws, amazon connect, contact center

How Cloud and Speech Technology are Changing Call Center Analytics for the Better

Posted by Natalie Chilton on May 22, 2017 12:57:16 PM

 

Transforming Call Center Analytics

Read More

Topics: call center, Call Center Analytics, call analytics

How To Enable The Next Generation of Customer Heroes - OPENTALK 2017

Posted by Emily Blazensky on Apr 13, 2017 10:25:00 AM

APRIL 25 & 26. SAN FRANCISCO, CAOPENTALK Summit

Read More

Topics: call center, customer experience, call center scorecard, voice of the customer, talkdesk, customer service, opentalk

Are Voice Analytics Truly Autonomous or Are Humans Still Required?

Posted by Emily Blazensky on Mar 15, 2017 4:44:57 PM

Read More

Topics: conference, call center, machine learning, call scoring

How To Leverage Artificial Intelligence In Your Call Marketing Strategy

Posted by Emily Blazensky on Feb 15, 2017 10:04:09 AM

"INTELLIGENT AGENTS" IN 2017

Artificial Intelligence (AI) has become an exciting buzz word that companies love to use when they are trying to describe their solution as "smart" technology.

Read More

Topics: call center, call marketing, artificial Intelligence, AI

Elevate ROI Through Automatic Call Sorting & Churn Detection

Posted by Emily Blazensky on Oct 19, 2016 10:26:50 AM

Enterprises are constantly itching for more data. Recently we've seen a shift happening in the telecom/unified communications industry where enterprises are now hiring developers and creating in-house solutions for gathering data and managing analytics. And the better the data, the better the results.

Read More

Topics: call center, call scoring, sales optimization, lead scoring, lead generation

7 Tips To Start Using Speech Analytics In Any Call Center

Posted by Emily Blazensky on Jul 19, 2016 9:41:07 AM

WHAT IS SPEECH ANALYTICS & WHAT CAN IT DO FOR MY BUSINESS?

Speech Analytics is a powerful tool to help businesses search, analyze and surface important information from 100% of your business' phone calls.

Read More

Topics: call center, speech analytics

Meet VoiceBase At Call Center Week, June 28-30 in Las Vegas!

Posted by Emily Blazensky on Jun 21, 2016 2:08:25 PM

From Personalizing to Predicting the Needs of the Customer
Read More

Topics: call center, call center scorecard

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)!

Read More

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

Screenshot 2019-09-25 13.29.39
DOWNLOAD

Subscribe to Email Updates

Recent Posts