Our sister company, CallFinder, recently made a suite of resources available to businesses that are looking to extract customer insights from their recorded calls with customers, allowing them to gain the data and knowledge they need to improve voice of customer analytics programs, and improve their operations and efficiency.
CallFinder is making their suite of free white papers available to guide businesses in using cloud-based call recording and speech analytics technology, also known as audio mining, to help them identify why customers call their business, what makes them satisfied, and what causes dissatisfaction…. Read more »
In the words of Johnny Mercer and The Pied Pipers…”you gotta, accentuate the positive, eliminate the negative.” We’ll skip over the part where he sings “don’t mess with Mr. In Between” because when dealing with analysis of the conversations taking place between your employees and your customers, it is essential to mess with the in between as well, meaning all recorded phone calls.
Speech Analytics technology has been around for several years now, though businesses are still slowly gravitating to the automated solution for analyzing business calls. For many years, and still to a pretty big degree, call centers – internal our outsourced – have been analyzing calls manually by listening in and analyzing their real-time, and in some cases recorded, conversations with their customers. And while we’re all aware that call center conversations are monitored for quality purposes, speech analytics will take a conversation and analyze it through software; therefore automatically and in real-time…. Read more »
As published in Connections Magazine, June issue…
This article gives a great overview as to why voice communication with customers, meaning phone conversations, remains important to the nature of business today.
With all the fuss, excitement, and chatter about new media marketing channels – digital and mobile – it’s a wonder we can hear and think about anything else. But the voice channel remains a vital conduit for customer engagement, sales, and service. In fact, the digital marketing explosion, featuring tools such as push-to-call and mobile advertising, is actually driving more consumers to the phone. Companies therefore, have to keep the consumer phone-call process vibrant, dynamic, and effective…. Read more »
Audio mining technology is continuing to improve and call centers can take advantage of this software to help the bottom line. Audio mining can provide direction for improving training for employees, identifying process improvement opportunities and consequently improving customer service.
What is Audio Mining?
Audio mining is software that is programed to review recorded phone calls to recognize specific words and phrases; for example words such as “bill”, “calling back”, “ask my supervisor” or “I don’t know”. Specific words and phrases can be identified in recorded conversations, and then categorized by the speech analytics technology into groups, such as “marketing”, “sales” or “customer service”. Because it is a software program, a large amount of information that is contained within the recorded calls can be scanned and analyzed much faster than if a person were to manually listen to recorded calls in their entirety…. Read more »
With a vanity 800 number, you get more incoming calls as a result of your advertising. But, you have to make sure you put the vanity number in your ads! All of them….like radio, television, print, outdoor billboards, bus wraps, fleet vehicles, etc.
Once you start doing that, and getting more calls, you need to have a monitoring system in place so you can keep track of what the customer experience is like so you can make improvements and elevate your business to the highest level, improve operations, and revenue…. Read more »
This week’s articles are continuing on the common challenges faced by businesses of all sizes and industries when it comes to capturing, analyzing and acting on customer and market data that is contained within customer conversations – or live phone conversations with customers.
As a reminder, the seven common challenges are:
1. Improve Customer Satisfaction… Read more »
Challenges Faced by Businesses – There are several challenges that many businesses share in common, that then are translated into business goals. This series of articles covers seven of these business challenges and how call recording and speech analytics can provide critical insights and directly affect a business’ ability to measure success in achieving those goals, as well as areas that may need improvement…. Read more »
Like most businesses, you are probably (hopefully) trying every day to improve the customer experience for those that are buying your products and services. But, if you don’t have a good sense of what you are delivering, analyzing it on a regular basis, and making modifications to process, then how do you know if you’re delivering a positive or negative experience?
In order to listen to, and react to, the current customer experience you’re providing, you need to have systems in place to help you monitor and analyze the content and context of the customer experience…. Read more »