There has been a huge increase in the ability of speech analytics tools over the years. Post-call speech analytics were slow, inaccurate, and difficult to manage. Now, they are so fast and accurate that you can utilize real-time speech analytics (RTSA), with the ease of third-party companies managing almost everything for you. In fact, with […]
Speech analytics is such a large topic that, in this article, we are going to go through some of the most common questions that we get asked, and by the end of the article, you should be able to explain what is speech analytics in a call center? There are some overlaps in the answers, […]
With the advancement of computer technology and voice recognition, there is often a question about what NLP (Natural Language Processing) is and how it works. In this article, we will look at what it is, how we use it, and how it helps us provide you with higher accuracy scoring. While your initial thoughts may […]
Machine learning, artificial intelligence, and deep learning are different things. Sometimes people naively use machine learning and artificial intelligence interchangeably. Here, you can learn more about these things. The differences are very powerful here. These three things give computers different capabilities with different applications. Let’s start with artificial intelligence. What Is Artificial Intelligence? Artificial intelligence […]
In this article, we will be looking at a “Use Case” for our entire platform. We will look at how the tool can help to improve various aspects of an internal QA department. The dashboard does that by enabling enhanced evaluation of agents and their quality performance standards while increasing the efficiency of targeting areas […]
Today, we are going to be looking at why human agents are better than voice technology. Some people may think that there is a clear cut answer to this question. However, I do not believe that the answer is quite straight forward, as you would hope. Firstly, there are different demographics of people who will […]
Firstly, I would like to presume that you have read about “what is QA/QC” in our article “Quality Assurance vs. Quality Control.” Quality Assurance can be quite a confusing subject. We often receive questions about our QA processes when we acquire new customers. Therefore, in this post, we are going to look through some of […]
Imagine having the power to quickly locate ten calls where your agents did not comply with TCPA regulations. Such a discovery could potentially save you from costly penalties. Better yet, imagine if you are having an agent struggling with a particular process; all you have to do is pull up similar calls for coaching. On […]
Two customers call a customer rep at the same time with the same complaint. One customer stays on hold while the other waits only for a few seconds before an agent gets online. Why the difference? The contact center is fast becoming one of the most important collectors and sources of valuable business data. […]
In this day and age, where customers readily switch companies unless they get the experience they want, forward-thinking companies know they need to find a way to make themselves stand apart from the competition. Your contact center plays an especially important role in shaping your customer’s experience. By analyzing your customer-agent interactions (or having us […]