Did you know that many businesses don’t look into IVR monitoring until after they’ve suffered an outage? Whether it’s lack of knowledge or motivation, it’s crucial to have a system in place that can protect your call center against major risks that can affect your bottom line. IVR monitoring can ensure you have better uptime, better protection against outages, and a reliable call center that encourages customer retention. Integrating IVR Monitoring After an Outage It’s not uncommon to see … [Read more...]
How Speech Analytics Improve Customer Service
Speech analytics is not new; it has been around as long as the contact center. From the first customer service manager that wondered whether it was better to say, “What can I do for you today?” versus “How may I help you?” customer service has been shaped by a relentless pursuit of the perfect formula for positive customer interaction. The Advent of Speech Analytics In the early days, a customer service manager might spend time huddled over a recording of agents assisting customers, trying … [Read more...]