Why Your Call Center Needs Speech Analytics

Posted by 3CLogic on Jul 14, 2020 10:00:00 AM

Today, only 1-2% of recorded voice calls are analyzed by the average contact center, leaving hundreds of thousands of minutes of data untouched. That’s because an analysis of every single call by hand – a process that can take up to a half hour per call – would be a waste of time and resources. But there is value in this “dark data”.

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Topics: customer service, call center, omnichannel, customer service team, cloud call center solution, sentiment analysis, speech analytics, voice platform

4 Tips on How to Enable a Work from Home Workforce

Posted by 3CLogic on May 12, 2020 5:00:00 AM

For many, the coronavirus pandemic came as a surprise. In the midst of stay-at-home mandates and the shutdown of non-essential businesses, many companies were faced with an additional challenge: the forced transition to remote work.

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Topics: work from home, omnichannel, customer service team, cloud call center solution, ServiceNow, speech analytics, voice platform, digital workflows, digitaltransformation, COVID19, intelligent routing

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