Call Center Data Security in the new World of WFH

Posted by Alissa Pagels-Minor on Mar 25, 2020 7:01:39 PM

There’s a global crisis in motion and businesses are adapting to new challenges they’ve never faced before, with little to no precedent. The way call centers handle their data is crucial, and now that many around the globe will have to rapidly switch to a telecommuting model, they are faced with a whole new set of challenges. 

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Topics: call center, voice of the customer, data security, Call Center Analytics, compliance, PCI compliance, NLP, customer analytics

How to Regulate Compliance With Speech Analytics

Posted by Amelia Ortiz on Mar 9, 2020 2:12:01 PM

Consumer data is both a blessing and a curse for a business. On the one hand, this data is full of insights that tell you who is interacting with your brand and help you architect predictive models to understand future business successes. And on the other, consumer data is a huge liability for any company, and the burden is on the business utilizing that data to safeguard it from intruding individuals.

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Topics: call center, big data, customer experience, speech analytics, speech technology, call scoring, Call Center Analytics, regulatory technology, PCI compliance, contact center, customer analytics

Accelerate Time-To-Value With Predictive Analytics

Posted by Alissa Pagels-Minor on Dec 20, 2019 10:53:42 AM

Lowering operational costs and improving return-on-investments (ROI) are top of mind for most enterprises with a contact center. Historically, accessing the wealth of customer interaction data resulting from customer interactions across the entire organization has been a challenge.

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Topics: predictive analytics, Call Center Analytics, NLP, contact center, customer analytics, Automated Insights, Tableau

Leveraging Voice of the Customer with Voice Analytics for Powerful Customer Experiences

Posted by Vicky Avalos on Dec 19, 2019 2:41:28 PM

Listening to the true Voice of the Customer (VoC) has never been as critical and demanding as it is today. As each consumer’s needs are different, understanding each one is vital to providing a great customer experience (CX). Creating powerful customer experiences requires your team to track and analyze every single conversation. As a result, more and more contact centers are heavily investing in tools to monitor the Voice of the Customer to help them keep up with high demands, expectations, increase sales and customer loyalty.

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Preparing Your Contact Center for the Holidays

Posted by Olivia Moore on Dec 4, 2019 11:40:13 AM

Optimizing With Voice Analytics

'Tis the season for making sure your customers get the support they need, any time they need it. The holidays are here, and it's go time. Online sales alone are expected to reach over $140 billion dollars over the course of the next two months, and your call center will become the first line of defense for your product.

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Where Data Meets Community - Highlights From Tableau Conference 2019

Posted by Alissa Pagels-Minor on Nov 25, 2019 11:30:00 AM

"I showcased one of the dashboards at the end of my executive track of what data literate teams could look like - that companies can move beyond literal reporting to a place that becomes transformative to their business. It resonated." -Bridget Cogley, Tableau Zenmaster

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Topics: big data, call analytics, Tableau

VoiceBase Releases New Omni-Channel Functionality

Posted by Emily Blazensky on Nov 12, 2019 6:55:36 AM

VoiceBase Expands Beyond Voice, Offering Text Analytics, Introduces VoiceBase Online and Enterprise Accelerator. This release provided organizations omni-channel views of their customers and unparalleled flexibility and speed in deployments.

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Topics: contact center, Tableau

Data Viz For a Cause @ #Data19

Posted by Jeff Huckaby on Nov 7, 2019 3:43:40 PM

As we head to Las Vegas for Tableau Conference 2019 next week, I was reflecting on how I have attended prior conferences as a prospective customer, as a customer, as a Tableau employee, and now as a Tableau partner.  The conference means many things to many people, but one common denominator is the amazing community. 

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Topics: Tableau

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

5 Benefits of Using a Business Intelligence Tool: Turn your Voice Data into Opportunities

Posted by Alissa Pagels-Minor on Aug 14, 2019 3:39:23 PM

Why should you use a business intelligence (BI) tool? Because big data is everywhere, and you need a reliable way to distill and consume that information effectively. Put simply, a BI tool is a type of application software designed to retrieve, analyze, transform, and report data for enterprises. 

Since the 1960sbusiness intelligence has been evolving alongside the technology it accompanies, and when in use, it provides a holistic and comprehensive view of your business data. These tools, such as Tableau, can extract information gathered from your business’ designated data warehouse to provide targeted intelligence in a timely manner, and improve the decision-making process.

Whether they realize it or not, every department is collecting data on a daily basis. VoiceBase helps these businesses gain a better understanding of their customer’s wants, needs, and concerns by automatically transcribing, analyzing and predicting events within customer data using AI-powered speech analytics.

Without a BI tool, all of this insightful data is just sitting there–unorganized and under-utilized. Unstructured data is not only a huge problem, but a growing liability, with Gartner estimating that as much as 80% of the world’s data is unorganized. “We found that while 74% of firms say they want to be ‘data-driven,’ only 29% say they are good at connecting analytics to action. That is the problem,” says Brian Hopkins, VP Principal Analyst at Forrester Research Inc. It’s time to connect the dots, and implement a business intelligence tool. Here’s five benefits to using a BI tool with your speech analytics efforts.

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Topics: big data, speech analytics, call analytics, Automated Insights, Tableau, BI Tools

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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