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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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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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How to Improve Customer Service through Call Recording

9/29/2020

 
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The present decade has seen the increased emphasis placed on customer service. This is due to the gradual shift to online modes of business, which allow organizations to cater to consumers worldwide.

To ensure that companies can serve their customer service requirements, call centers have become a primary means of addressing customer concerns and issues directly and oversee the communications aspect of such online businesses. Some of the most successful companies in the world are using call centers, and their decision is paying dividends.
In today's world, call centers are an essential feature of any business looking to provide high-quality customer service experience. The stark increase in demand has led to improved solutions to the technical problems that burden call centers around the world.

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Why You Need To Track Compliance In Your Call Center

8/4/2020

 
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​Future Internationale was fined €500,000 in November 2019 for infringing the EU General Data Protection Regulation (GDPR) by failing to implement clients’ opt-out requests and recording excessive comments during cold calling campaigns.

The Commission Nationale de l’Informatique et des Libertés or CNIL, the data protection authority in France, signaled that companies must inform their prospective customers about their rights while cold calling and allow them the option to access the company’s privacy policy via phone or email. Companies also need to be conscious of the information they provide consumers and the comments that they record.

In light of the increase in data privacy breaches in the past few years, governments are looking to enforce more regulation around the recording of data. A typical data breach can cost a company $3.6 million. It can be challenging to keep up with the changes, but here are some of the key regulations that call centers must comply with.

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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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Phrases your call center agent should never say

5/25/2020

 
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What are your call center agents saying to your customers?

Businesses lose more than $75 million a year due to poor customer service. 

If your customers are calling, they have a problem that they want solved right away. 
They want to know that your company, including your call center agents, can help them solve their problem. Unfortunately, there are a few deadly phrases that your call center agents might use that can cause customers to completely lose trust in your business.

Here are the top 3 phrases.

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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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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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