How to Spot bad CX in Your Contact center

Posted by Alissa Pagels-Minor on Aug 1, 2019 4:03:00 PM

Speech Analytics tools can be used to evaluate all of the calls going in and out of a call center for important customer experience (CX) insights. If you’ve ever called a 1-800 number, you probably know how a great experience during that call can affect your opinion of the brand and whether you will continue doing business with them. Better CX is proven to be linked to overall profit, so modern organizations look for ways to track and optimize CX across the entire enterprise. Research shows that increasing customer retention by a mere 5% can result in a profit gain of 25%-95%!

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Topics: voice of the customer, customer service, call analytics, contact center, customer analytics, Tableau

Boosting Sales by $100K / mo with Call Center Voice Analytics

Posted by Alissa Pagels-Minor on May 31, 2019 8:00:00 AM
Proactive Dealer Solutions Testimonial - VoiceBase Speech Analytics 3

Proactive Dealer Solutions used Voice analytics solutions to analyze every call going in and out of their dealerships to learn more about their customer journey. What they discovered allowed them to take action and improve processes internally to optimize the way customer interactions were handled, which had positive impact on their sales.

Their goals included getting customers to call, and then make an appointment within a dealership so that a representative could move the sale forward. With thousands of calls flowing in and out of dealerships in multiple locations, Proactive Dealer Solutions needed a way to extract data from all their calls, automatically, without the need for manual human transcription or spot-checking. They needed to see trends and anomalies across all the data, in order to gain actionable intelligence.

After leveraging the learnings they gathered with speech analytics, Proactive Dealer Solutions saw a decrease in the amount of calls that were being missed by reps, and an increase in appointment conversions per call. 

Overall, they saw a lift in sales of over $100,000 per month! A data-based success.

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Speech Analytics can optimize sales by capturing the dense amounts of customer interaction data and providing business analysts a look into what's happening on calls at a macro level. Results are clear: the content of your calls will determine what's in your revenue numbers at the end of the month. 

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Topics: sales optimization, customer service, Automated Insights

7 Tools to Get the Full Picture of Your Customer Interactions

Posted by Natalie Chilton on Jun 16, 2017 9:20:42 AM

 

No two people are alike. More and more, it is critical to think about each individual customer as an isolated situation rather than developing a scenario or response that blankets your entire client base. 

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Topics: CRM, customer experience, voice of the customer, customer service, customer profile

Speech Analytics and the Cloud: Customer Experience and ROI

Posted by JP Whitford on May 2, 2017 3:27:04 PM

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.

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Topics: customer experience, speech analytics, voice of the customer, cloud computing, customer service

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

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

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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