Customer Experience: Notes From the Cloud

Speech analytics offers substantial value to businesses through its unique ability to “listen” to every customer call and give insights into the conversations. You can find lots of examples of success on the internet. What’s harder to find are insights into why some companies fail to achieve expected results. Surprisingly, speech analytics technology is usually not the culprit. The problems are usually introduced during the implementation process. I recently hosted a webinar on the Top Five Reasons Speech Analytics Initiatives Fall Short. My top-five list is below. The hour-long sessi... Read more

I’m often reminded in my conversations that the complexity of customer inquiries handled by call centers is only going up as the ‘easy’ transactions are handled by self-service. This trend further fuels the need and adoption of disciplined quality monitoring practices. But QM practices as we know them have been almost strictly built around the review and scoring of recorded calls. With the advent of speech, desktop analytics, screen recording, and integrated performance management, there’s now the opportunity to rethink and transform the impact of QM on the customer experience and c... Read more

Get your umbrellas because cloudy days are in the forecast for the call center. I’m amazed at how rapidly adoption of a new technology or paradigm progresses once a certain critical mass is achieved. I’m seeing that happen with the cloud and the call center now. It’s gone past the marketing buzz stage and starting widespread adoption. That’s because it works and it offers benefits beyond traditional, premise-based solution models. I’ve spent a good deal of my career focusing on speech technology, starting in the early days working on speech-enabling IVR systems. That same basic te... Read more