Speech Analytics is 95% more accurate and 15x faster at processing data than a person. So when are you using Speech Analytics in your call center? Using Speech Analytics on your recordings can be useful, but the real benefits are when you use it in...
Real-time speech analytics is here. Learn how it changes the way managers can measure and improve call center performance. Your team is working hard, logging in hours and hours, speaking to hundreds of customers every week. As a contact center manager, can you listen in...
The current outbreak of coronavirus has spurred South East Asia to work from home. It is no longer a privilege, but a necessity. Organizations are closing offices, mandating remote working and reviewing corporate travel policies. What does this mean for call centers? As outlined in a...
The coronavirus may have triggered the world’s largest work-from-home experiment. A few days back, NTT urged 200,000 employees to work from home fearing the virus spread in Japan. For leaders in Macau, Hong Kong, and Singapore, working from home is a sensible option to stave...
Holidays are all about putting up your feet and relaxing, right? Not if you work in a call center! Businesses work hard to capitalize on the holiday sales peak. That means sales calls, customer care, and food delivery call centers need to go into overdrive. Take, for instance,...
Thanks to AI-based technologies such as Speech Analytics, call center data is more valuable than ever before. Learn how your marketing departments can keep a tab on customer sentiment, demographics, and customer concerns through this technology. Marketing Departments are familiar with AI-based tools like sentiment analysis....
Over the past two years many AI-based tools have entered the call center. This includes AI-based Voice Bots, Digital Assistants and Speech Analytics tools. This year, we can expect these technologies to continue to grow and mature. Three AI-based trends that will grow within sales...
As we market our voice bot and successfully implement increasingly complicated use cases, a big question I hear within the call center industry is “ What will the role of humans be in the call center now? Will bots completely replace people?” The short answer...
It’s 2020 and anyone in the contact center space can clearly see CX and customer journeys have become the most pivotal points when it comes to successful operations and business growth. The transformation has been on-going, but with rapidly changing technological advancements and thereby varying...
Everyone says 2020 is going to be a year of upgrades. And we don’t deny that. Call Center Trends for 2020 look at upgrading call center efficiency, speed of response and productivity. It looks at improving and playing an important role in shaping customer experience....
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