Author: wpadmin

feature-intelligent-call-management

  At the beginning and end of every call, your Speech Analytics system displays customer mood on your Agents dashboard. How does a machine understand whether your customer is happy or not? It uses two things:   Natural Language Processing Sentiment Analysis.   Natural Language Processing. Conventionally, people used programming languages to “speak” to computers. But now, we see Alexa, Siri and Cortana, following instructions we give in our...

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SA-vs-QA1

The Forrester 2018 predictions confirmed what we suspected all along: Customer Experience will continue to be this year’s great differentiator. All eyes are on the ammunition needed to win the CX wars.  Is Speech Analysis System the latest tool your call center can add to its arsenal? Let’s weigh in.   What is Speech Analytics?   Speech Analytics or SA essentially scans every single one of your calls for...

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customer-service

[vc_row][vc_column][vc_column_text]How do you measure performance for call center agents? Last year, more than half (57%) of America’s customers have have hung up their phones in frustration— their complaints still unresolved*. Something is wrong with how call centers are addressing their customers We outline 5 such somethings. And then explain how Small businesses can work around these:[/vc_column_text][vc_empty_space][vc_column_text] Problem 1:It’s taking too long to get to a live person. You’re already mad at...

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nifty_tools

How do you measure performance for call center agents?   It’s not just about speed and number of calls/live chats answered. The bottom line is quality.   Creating happier customers faster— is the true measure of your agent’s efficiency.   Here are 4 tools to help your agents achieve this easily:   1. Intelligent call routing. Customers are happier when their calls are answered faster. Intelligent call routing minimizes hold times. It automatically...

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01

Your small business is already an excellent call center. Here’s why: most or all of your staff deal directly with the customer. And so do you. Take Suarez for instance. He runs a Home Carpet Cleaning service with almost 4o staff members. But he often makes himself personally available to his customers.   And, small business staff don’t just interact more personally with the customer; they also...

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01-thumbsup-28nov2016

If you’re small business owner, chances are that cloud CRM advertisements are now stalking you online. Yes. CRM is the latest application based technology to become accessible to small businesses. And yes— it is tempting. We all want to streamline our processes, manage better customer relations, tap into loyalty and drive more conversions. But is CRM alone going to deliver these results? Here’s what small business...

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