Employee-customer interactions are a key part of a business’s success, particularly over-the-phone interactions. These conversations can have a profound impact on the customer experience. That’s why many businesses use call recording and speech analytics tools to enhance quality management.
But how a person says something can be just as important as what was said in the conversation. Many of us have heard someone say one thing, but the person’s tone of voice indicated something entirely different. That’s why analyzing customer tone during phone conversations is a crucial part of creating an exceptional customer experience. A sentiment analytics solution helps improve quality management in the following ways: … Read more »
Of course, even in normal circumstances, almost everyone has had a bad customer service experience. It’s bad enough when it happens then. But it’s especially bad for businesses already struggling, especially when people have more time on their hands to share bad reviews online. Fortunately, there are ways to ensure that customer service departments consistently provide excellent service to callers. Here are some common stumbling blocks, and their solutions.
Long wait times are arguably one of the biggest complaints from callers. Studies show that callers will hang up after a certain amount of time. What’s worse is that an already angry caller will either hang up and call back even angrier, or hang up and never call again. Without a way to retrieve missed calls, businesses will lose customers and potentially, new revenue…. Read more »
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 »
According to the 2012 American Express Global Customer Service Barometer survey, the majority of Americans prefer to use the phone to communicate with the companies they do business with. The study statistics show that although technology and digital communications have evolved tremendously over the years, ‘old school’ communication is what we want for our customer service needs.
Quality personal connections still matter most: For issues like product assistance or returns, about 65 percent of customers prefer live phone or in-person assistance. For even more serious matters, that number jumps to 76 percent.… Read more »