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Blog.

How to Turn Your Company Conversations into Revenue!

4/28/2021

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Photo by Albany Capture on Unsplash
Call center conversations are packed with valuable information. But, it can seem like a near-impossible task to sift through all call records for valuable, actionable information.
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Here, we will consider how to better use call center conversations to your company’s advantage, particularly in terms of improved sales and NPS as well as decreased compliance risk. Then, we will explore how NeoSound’s speech analytics solution software can make applying these improvements infinitely easier.

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How to improve customer experience by analysing phone calls

2/18/2021

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Photo by Chris Liverani on Unsplash
Speech analytics solutions are among the new tools that play a crucial role in exploring human minds, predicting consumer behaviour, and improving customer experience.

It is important and trendy to analyse a customer journey in order to offer better products or services and retain customers longer.
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Identifying their emotions and feelings is vital for a business and is a hard task. 

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Contact Center Quality Management: Automated vs Traditional Approach

12/21/2020

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Quality management is important in every business. It is even more important when you are running an internal contact center for a firm in the services sector. Whether your firm’s services are financial or legal, your contact center is a huge determinant of customer satisfaction which in turn determines sales.

Some reports estimate that contact centers in huge countries like the US sometimes record over 300,000 hours of audio daily, for quality assurance purposes. 
To analyze all these data, companies can choose either traditional or automated quality management processes.

In this article, we'll be comparing the automated and traditional approaches. The intention of the article is to help in making the decision to opt for a digital transformation of your call centre’s quality management process.

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5 steps to adopting AI in call centres

11/3/2020

 
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We have all heard of the wonders of AI technology. By now, everyone knows that AI does not necessarily mean the alt-human technology we have seen so many times in futuristic sci-fi movies. AI today is a plethora of intelligent computer programs that help make daily tasks easier.
AI has been useful to many industries, call centres being one of them. AI has been deployed to handle mundane tasks and has also been quite helpful in optimising human interaction. However, altering your call centre’s structure to incorporate AI technology might be quite a complicated process.

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What are the AI Tools a Call Center should Have?

10/7/2020

 
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Right from early call-routing systems, to interactive voice response (IVR) systems are widely used by call centers today. Call centers have always led the way in the adoption of technological innovation. Now, AI is the latest innovation being adopted by call centers worldwide. And it has already started to revolutionize the industry.
Traditional call centers have always been dogged by several problems. Customer care reps have to rely on their natural senses to detect changes in customers’ moods. Also, they typically spend most of the call time searching for answers to customers’ questions. And then, there are language and cultural barriers, which are even more apparent in diverse societies like the US and Europe.

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The Growing Role of Call Centers In Reducing Customer Churn

9/4/2020

 
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According to a UK CallMiner study, customers’ preference for phone customer support has increased by 14%, only second to text message-based support which grew by 38%. However, their preference for social media-based support and website-based support declined by 27% and 34% respectively.

Price is also a less important factor when it comes to customer churn. Customers now place increased importance on customer experience, fair treatment and loyalty when deciding to switch providers.
This means that contact centres are becoming increasingly important in reducing customer churn and attracting new consumers. CallMiner also found that 84.1% of consumers were likely to stay loyal after a positive experience with the call centre while 78.4% were likely to switch providers after a bad experience.

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Calls Analytics Explained: Topics Classification

6/30/2020

 
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You've dedicated resources to building out detailed customer FAQs and chatbots in an effort to decrease calls to your overwhelmed customer service agents and reduce costs, but the number of calls never seems to drop.

Customers are still calling in all the time. 

If this is happening to you, you may need to understand why customers are calling you before you know if your efforts are addressing their problems.
If customers have issues about payment, but you've updated your FAQs and prepared your chatbots to respond to questions about shipment and delivery, no wonder they're calling - they can't find the answer!
Call analytics software can help you do topic classification to find out what type of calls you have and the top complaints or questions customers are calling in about.

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How silence can kill your business

4/28/2020

 
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It happens.
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Awkward silence during phone calls may be common, but extended silence of more than three seconds can kill your customer engagement.

It can make your customer feel like they are always waiting, that your service is slow, and left frustrated at wondering why everything’s taking so long.

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How to make more in less time —  Cold Calls Checklist

3/24/2020

 
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​Now when we are at a time that we have to stay at home more than ever, it’s time to do something that we have not done before. It’s best to do something of utmost importance. What is more critical for business than sales?

Do you make active sales cold calls? Not many startup founders may afford to spend much time making calls themselves. It might be especially hard for the technical founders as they need time to do some coding.

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How Your Call Center Can Survive The Coronavirus Crisis

3/16/2020

 
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Nearly 100 people were infected with coronavirus in a Seoul call center, forming the biggest COVID-19 cluster to date in Seoul, South Korea.

Call centers are literally a hotspot for infectious outbreaks because they typically have large numbers of people on a single floor.

Many businesses have already asked their staff to work from home to reduce the potential spread of the coronavirus amongst their employees. Last Friday, March 13, Cloudflare's co-founder and CEO Matthew Prince sent out an email to all its customers noting a 10% increase in Internet usage patterns in regions impacted by COVID-19. Peak Internet traffic has surged 30% in Italy which has had a national lockdown.
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If your system does not allow your employees to work from home, you have to figure out a contingency plan so you can continue to monitor your employees and route calls even when they're at home.


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The Way To Maintain Customer Communication Standards

2/3/2020

 
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Don’t you feel it’s difficult to uphold 100% employee compliance with customer communication standards?

You’ve mandated that every employee receives compliance training, and you’ve clearly written the standards in your company policy.

But customer service incidents still happen. Data privacy breaches still happen.
The worst part is that you found out about the incidents because the customers complained, not because your own managers picked up the issues.

Is it possible to find out more promptly whether your employees are complying with your customer communication standards?
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With technology, you certainly can.

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Turn calls into revenue!
NeoSound Intelligence B.V. is an ​AI tech company providing call centres with speech analytics solutions.​
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NeoSound Intelligence B.V.
John M. Keynesplein 12
1066EP Amsterdam 
The Netherlands
[email protected]
‭+31 70 700 6169​​​​ 
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Turn emotions into revenues!
NeoSound Intelligence B.V. is een AI-tech bedrijf dat call centers voorziet van oplossingen voor spraakanalyse.
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John M. Keynesplein 12
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NeoSound Intelligence ist ein KI-Technologieunternehmen, das  Sprachanalyselösungen anbietet.​

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John M. Keynesplein 12
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NeoSound Intelligence es una empresa de tecnología de Inteligencia Artificial que proporciona a los centros de llamadas soluciones de análisis de voz.
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