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.
Last week the VoiceBase team traveled from San Francisco, CA to Orlando, FL for one of the largest collaboration conferences in the U.S., Enterprise Connect! We were an exhibitor for the fourth year in a row and we were thrilled to have such a large presence this year on the show floor surrounded by our partners.
Next week VoiceBase will be exhibiting at Enterprise Connect 2019. This is the leading conference and exhibition focused on enterprise communications and collaborations. Join us in Orlando and attend the only event in the U.S. where ALL of the leading communications and collaboration equipment, software and service providers are exhibiting!
Topics: speech analytics
“In English, please.”
How many times have you heard that line used in television or film and rolled your eyes? Maybe the starship’s engineer is describing engines or the crime scene investigator is explaining how fingerprints work. So, they have to simplify what they’re saying to get their point across.
Topics: speech analytics
For many companies, the importance of maintaining a quality assurance (QA) department can often fall by the wayside. Even worse, some organizations might not have an operating quality assurance department at all! But monitoring the quality of your product or service is an absolute necessity, and foregoing it creates liability, drives up costs, and ultimately degrades your public image and customer satisfaction.
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.
“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.
SPEECH ANALYTICS FOR THE CLOUD
It wasn’t so long ago that businesses were forced to manually score sales and customer service calls to unearth valuable keywords and sentiment data.