Category: Speech Analytics

How to improve customer experience by analysing phone calls

2/18/2021

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.

Identifying their emotions and feelings is vital for a business and is a hard task.

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5 steps to adopting AI in call centres

11/3/2020

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.

What are the AI Tools a Call Center should Have?

10/7/2020

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.

How to Improve Customer Service through Call Recording

9/29/2020

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.

Why You Need To Track Compliance In Your Call Center

8/4/2020

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.

Calls Analytics Explained: Topics Classification

6/30/2020

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.

Phrases your call center agent should never say

5/25/2020

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.

How silence can kill your business

4/28/2020

It happens.

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.

How Your Call Center Can Survive The Coronavirus Crisis

3/16/2020

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.

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.

The Way To Maintain Customer Communication Standards

2/3/2020

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?

With technology, you certainly can.

Analyse Psychological Needs in a Human Speech

12/30/2019

If you regularly analyse customer data, you’ll know how challenging it is to interpret them.

Businesses receive tons of customer data through phone calls and focus groups. Many also don’t know how to make sense of the data because speech simply can’t be nicely fit into spreadsheets or dashboards.

That’s where speech analytics come in.

NeoSound Intelligence specializes in using artificial intelligence and machine learning to understand what people say and how they say it and turn this into data for you.

One of our key breakthroughs in 2019 has been the ability to classify speech fragments into categories. Our clients have used this for market analysis, focus group polls, and customer call analysis.

Let’s take Greta Thunburg’s UN speech for example. She was named TIME’s Person of the Year 2019 for inspiring a global movement to fight climate change.

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