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 creditors and service providers. However, the collections industry is often the subject of consumer complaints, due to the sensitive nature...

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 customers and call center agents. The applied science of speech analytics for call centers involves, among several other concepts,...

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. Product support and call resolution processes must consistently deliver positive outcomes. Agent training has to inform and empower your employees....

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, and they help quickly troubleshoot and solve a customer’s problem. However, most customers say they hate call center scripts....

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 cycles, focused areas of responsibility are easy to identify: Engineering owns functionality, Sourcing owns costs, Testing owns reliability, and...

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 which customer calls are handled, how they are processed, quality of service, and the overall customer experience they receive is...

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