Measuring Empathy With Speech Analytics
You don’t have to be an industry expert to know that call centers are all about the customer experience. It’s what drives value to the company, determines performance, and leaves a lasting impression on your customers.
Therefore, it’s no surprise that quality assurance managers are under constant pressure to deliver positive results. And to do that, they must ensure that agents are equipped with the most valuable skill a customer service representative can have: empathic communication.
But what is empathic communication? How does it impact the customer experience? What can speech analytics do to measure and improve empathy? This eBook will answer those questions and walk you through all you need to know about.
Choosing The Right Speech Analytics Solution
Learn how to choose the right speech analytics solution and why CallFinder is the leading speech analytics provider in this eBook.
- Understand Speech Analytics Basics.
- Learn How Speech Analytics Improves CX.
- Learn How to Increase Sales by 30% or More.
- Learn What to Look for When Comparing Solutions.
- See What Sets CallFinder Apart from Competitors.
CallFinder + Centris: Credit Union Builds QA Program Around CallFinder
Centris Quality Assurance Specialist, Nicole Crawford explains how automating their quality assurance (QA) process with CallFinder not only saves valuable time, but it also provides objective call scores that managers can use to give unbiased feedback and coach agents on soft skills. Learn why CallFinder is now the foundation of Centris’s quality assurance program.
Why Clients Love Working With CallFinder
CallFinder's Senior Speech Analyst, Sam Petersen, reflects on why he loves working at CallFinder and helping clients get the most out of our speech analytics solution. Watch to learn what sets CallFinder apart from the competition and how the Speech Analyst team at CallFinder exceeds client expectations while ensuring that every user understands how to use CallFinder to improve call center metrics and the customer experience.
Measuring Empathy With Speech Analytics
You don’t have to be an industry expert to know that call centers are all about the customer experience. It’s what drives value to the company, determines performance, and leaves a lasting impression on your customers.
Therefore, it’s no surprise that quality assurance managers are under constant pressure to deliver positive results. And to do that, they must ensure that agents are equipped with the most valuable skill a customer service representative can have: empathic communication.
But what is empathic communication? How does it impact the customer experience? What can speech analytics do to measure and improve empathy? This eBook will answer those questions and walk you through all you need to know about.
Choosing The Right Speech Analytics Solution
Learn how to choose the right speech analytics solution and why CallFinder is the leading speech analytics provider in this eBook.
- Understand Speech Analytics Basics.
- Learn How Speech Analytics Improves CX.
- Learn How to Increase Sales by 30% or More.
- Learn What to Look for When Comparing Solutions.
- See What Sets CallFinder Apart from Competitors.
CallFinder + Centris: Credit Union Builds QA Program Around CallFinder
Centris Quality Assurance Specialist, Nicole Crawford explains how automating their quality assurance (QA) process with CallFinder not only saves valuable time, but it also provides objective call scores that managers can use to give unbiased feedback and coach agents on soft skills. Learn why CallFinder is now the foundation of Centris’s quality assurance program.
Why Clients Love Working With CallFinder
CallFinder's Senior Speech Analyst, Sam Petersen, reflects on why he loves working at CallFinder and helping clients get the most out of our speech analytics solution. Watch to learn what sets CallFinder apart from the competition and how the Speech Analyst team at CallFinder exceeds client expectations while ensuring that every user understands how to use CallFinder to improve call center metrics and the customer experience.
What is Talkroute?
Talkroute is a UCaaS provider that gives you the ability to utilize your existing phones, web browser, and PCs with our cloud-based virtual phone system. Now you can have the power of an enterprise-level phone system without the upfront cost and maintenance of an expensive on-site system.
Getting Started is Easy!
- Choose a Phone Number. Pick a new phone number or transfer an existing business number to Talkroute.
- Download Our Apps. Our desktop & mobile apps are available for MacOS, Windows, Linux, iOS, & Android.
- Configure Your Settings. Customize your greetings, menus, extensions, voicemail, hours of operation, & more.
- Talk, Text, & Meet Anywhere. Call, message, & meet wherever you do business: home, office, or on the road.
Should YOUR Small Business Make Teleworking Permanent?
Teleworking became one of the most common ways that businesses have dealt with the current coronavirus pandemic. With the rise of new platforms and technological advances that allow businesses from all over the world to shift to a telecommuting work model, working remotely is becoming our new normal.
As the days go by, more and more people are getting used to this working model, discovering its value, and realizing that not only is working from home and telecommuting possible… but it can be extremely valuable.
Well over a year later, close to 25% of workers still telework. So is it a viable long-term solution or simply a short-term answer for dealing with the pandemic? To answer this question, we need to take a closer look at the advantages and disadvantages of teleworking for small businesses.
What You Can Do with Talkroute
Check out why 1000’s of businesses trust Talkroute to manage their calls, messages, & meetings.
- Making & receiving business calls. Keep your personal number private by calling from your business number. Our mobile app is available for iOS & Android.
- Texting with your customers. Get instantly notified when a customer sends your business a text & use our apps to reply with a message of your own.
- Video meetings with your team. With Meetings you may share your screen, start a team chat, share your files, annotate on a whiteboard, & record sessions.
- Managing voice messages. Receive voicemail notifications and messages directly to your email.
Get started with Talkroute in minutes
Four Things to Look for in a Call Center Software
This guide is written to all salespeople, sales managers, VPs, IT, customer service and general management (CEO, CTO, CFO). It should be a required reading for an-yone that is part of the decision to expand to a call cen-ter. It is specifically written to those companies that have outgrown the typical ways of cold calling and desire to move into a full-fledged call center program to accel-erate company growth.
Within this document we will focus on the importance of the following in a call center software:
- Stable platform on which to base the system
- Enterprise-grade, full-featured software
- Extremely easy to use
- Works for your budget
Fast Food Chain Order Voicebot via Dialogflow
Our client is one of the leaders within the fast-food industry. Their aim was to gain a competitive advantage by processing orders faster than industry average, even during peak periods.
To achieve such success, the client wanted to deploy a voicebot. This voicebot was to ensure problem-free deliveries and improve customer satisfaction rates.
They asked for an AI solution with machine learning capabilities that can support phone orders, and Call Center Studio delivered.
World’s Third Biggest University Interactive Chat Response (ICR)
Our client is a prestigious university with high enrollment rates. Before Call Center Studio, they used to outsource their call center operations. However, the company wasn’t able to address the high demand during peak seasons such as registration/enrollment and exam periods.
The client also had a chat platform operating on Adobe to help decrease call traffic by navigating students to chat services. However, Adobe’s infrastructure requires updates from all end-users, which actually complicated things even further.
Eventually, students would experience trouble with the chat service and end up calling the university’s call center. The chat system was also unable to direct the students to the correct representative. Thus, the call center agents were overwhelmed with all the chat-related calls when they already had their plates full.
Call Center Studio exceeded expectations by using ICR to solve the problems, providing the university with a huge efficiency boost.
Black Friday Chatbot via Google Dialogflow
Our client is one of the regional leaders within the e-commerce industry and wanted to remain anonymous for this case study. Despite having an expanded call center team, they were challenged to manage their increasing traffic during Black Friday. Increasing the number of agents was just insufficient, costly, and not sustainable.
To better manage the increasing call volume, reduce agents’ stress and decrease customer complaints in the most efficient and effective way, the client needed a chatbot that would understand customer requests and provide solution.
As a solution, Call Center Studio designed a Chatbot using Google’s Dialogflow to automatically handle repetitive requests.
