Jeanne Landau

Improve Collections & Mitigate Risk with Speech Analytics

To support our credit economy in the United States, the multi-billion dollar debt collection industry serves a vital role recovering outstanding debts owed to...

Top 5 Benefits of Call Center Speech Analytics–Why Your Call Center’s Success Depends on...

Call center speech analytics (CCSA) is a recently developed offshoot of Key Performance Indicator (KPI) fields that examines substratal data gathered from communications between...

Three Ways Leading Businesses Use Speech Analytics to Improve their Customer Engagement Strategies

Delivering a meaningful, high-value customer experience is critical to your company’s success. The challenges? Your contact center technology needs to be flexible and scalable....

To Script, or Not to Script Your Agents? Speech Analytics Helps You Get to...

The use of scripts in call centers is often debated. On the one hand, they are beneficial to the agents, especially new ones,...

How Successful Contact Center Teams Live The Customer Experience

Customer Experience is a simple phrase that subtly captures the entire, complex interaction between a customer and a business. For typical product design...

Key Elements of a VoC – Voice of Customer – Program

Essential Steps to Capture the Voice of Your Customers and Analyze Their Experience Much of the data that is required to assess the ways in...

New Posts