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

11 Ways to Leverage Speech Analytics for Marketing

Posted by Alissa Pagels-Minor on Aug 19, 2019 10:26:19 AM

Marketers and agencies are under constant pressure to prove ROI. But tracking your digital ads are difficult if you have no way to tell which ads drove calls and resulted in sales. Speech analytics allow marketers to connect the dots and follow the customer through the funnel in order to make smarter decisions about ad spending.

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Topics: customer experience, speech tech, keyword spotting, lead scoring, lead generation, Call Center Analytics, call recording, customer profile, customer analytics, Marketing Analytics

Building Blocks for the Enterprise: Visualize Big Data with the BI Tool of Your Choice

Posted by Emily Blazensky on Oct 16, 2018 9:19:05 AM

Every day, the world creates 2.5 quintillion bytes of data. That is a staggering number that the human mind can’t even begin to fathom. And if we can’t picture that figure in our heads, how can we be expected to make sense of it all on our own to make informed business decisions?

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Topics: Call Center Analytics, Automated Insights

How Contact Centers Improve Their ROI By Utilizing BI Tools

Posted by Natalie Chilton on Oct 9, 2018 10:51:43 AM

Proving return on investment has been a cornerstone of business since the beginning of time. If you cannot provide empirical data that a project, campaign, or service is having a positive and lucrative effect on operations, you can surely bet that that particular undertaking will get the axe from executives.

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Topics: big data, predictive analytics, Call Center Analytics

Stop Analyzing Spreadsheets: How To Get Automated Insights From Your Call Center Data

Posted by Natalie Chilton on Sep 6, 2018 11:20:49 AM

If you run a business, you are probably acutely familiar with the utilization of a spreadsheet software. A prevalent data tool for businesses in the past several decades, these applications allow you to digitally organize, calculate, and analyze your data.

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Topics: Call Center Analytics, Automated Insights

Breaking the Silo; Connecting the Data Between Sales, Service & Marketing

Posted by Emily Blazensky on Jan 30, 2018 9:06:51 AM

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.

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Topics: Call Center Analytics

Predictive Insights: How Deep Learning Neural Networks Can Deliver Better Call Monitoring Insights

Posted by Natalie Chilton on Jul 19, 2017 8:10:00 AM

 

Dive Deep Into Neural Networks & Machine Learning 

Neural networks have gone in and out of style in neurology and computer science since the 1940s.

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Topics: predictive analytics, machine learning, deep learning, Call Center Analytics, call analytics

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

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Topics: call center, Call Center Analytics, call analytics

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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