Archive for Customer Experience

Three Hidden Benefits of Call Transcription

Speech to text transcription converts audio to text so that managers can quickly scan the calls instead of listening to the entire recording. Searchable call transcriptions make it even easier to monitor calls for quality. Managers can search all calls for specific words and phrases within a determined date range. This is far more accurate and efficient than manual call monitoring. … Read more » 

Part 2: How to Market to Different Generations Without Gimmicks

Understanding which generations respond to a certain medium helps businesses market to different generations. IF you read our previous post on marketing to different generations, you learned what types of media Baby Boomers and Generation Xers respond to the most. In this post, we cover Millenials and Generation Z.

The Millennial generation was born between 1981 and 1996, and is currently the largest generation, with 80 billion people having $170 million in purchasing power. Yet Millennials are also considered the hardest generation to market to by many businesses, as they were the first generation to completely adopt the internet, giving them both a shorter attention span and the desire for a more personalized experience from advertisers…. Read more » 

Setting Goals for Your Small Business

Setting goals for your small business is a never ending quest. You must continuously pursue your objectives, and that requires continual progress on multiple fronts. What will likely make or break your efforts is how well you can set short- and long-term goals.

When you understand the nuances of what goes into goal-setting and achieving, it won’t matter what obstacles stand in your way, because you’ll be in an optimal position to tackle them.

Here is some advice for any small business owner looking to create better goals and meet them…. Read more » 

Let Customers Reach You With Geo-Based Call Routing Applications

It’s critical that your customers can reach you when they call your business. Callers who have to deal with hold times or, a series of transfers, or, even worse, voicemails may come away with a less than pleasant experience. That’s why having a sophisticated, geo-based call routing application in place is critical for businesses of all sizes.

Geo-based call routing ensures accurate routing of inbound phone calls so your callers can reach your business as quickly and easily as possible every time, no matter where they are. Geographic routing of phone calls starts as soon as a person dials a phone number. An advanced call routing solution detects the physical position of the caller and uses their location information to route the call appropriately, and according to the rules a business sets…. Read more » 

What Is Speech Analytics

Despite the growing number of brick-and-mortar locations and the rising prevalence of online portals, phone calls remain the most prevalent mode of interaction between a customer and a company. Customers place thousands of calls to companies on a daily basis, placing orders, asking questions and seeking services.

For companies, these one-on-one interactions with the customer are incredibly important. Not only do they allow the company a chance to build a relationship with the customer, but these phone-based customer interactions also provide the company with insights into their customers’ lives and interests…. Read more »