5 benefits of speech analytics software for call centres
Speech analytics is AI technology that listens to calls & instantly analyses conversations converting them from speech to text. It takes mere seconds to convert the calls from voice into written notes that then allows you to quickly read through the notes to get an understanding of the conversation.
10 steps that will improve your IVR & customer experience
Get it right & your customers will have a much better experience interacting with your brand, increasing their lifetime value & recommending you to family & friends.
What is CCaaS (Contact Centre as a service)?
The CCaaS model allows companies to purchase the technology they need & because its cloud based & managed by the vendor, it massively reduces costs compared to having an in-premise solution with specialist IT teams to manage it.
10 tips to improve customer satisfaction
Businesses traditionally use tools such a customer satisfaction scores (CSAT), net promotor scores (NPS), customer retention rates, customer churn rates & online reviews to understand how their businesses is performing overall.
A guide to recording call outcomes
Modern contact centres, large organisations & ecommerce businesses deal with a lot of inbound queries on a daily basis, not just over the phone, but via live chat, email, WhatsApp & social media which is why it’s never been more important to monitor call outcomes to make sure you know exactly what’s driving enquiries into your business so you can stay one step ahead.
Why we don’t run our own datacentres
The short answer – for the same reason why we don’t grow our own food or generate our own electricity – some things are best left to specialists in their arena.
Spanish law demands companies to answer calls within 3 minutes
The Spanish government announced this month a new draft bill to make it a legal requirement for businesses to answer all calls within 3 minutes. They are also proposing to make it a requirement for any IVR phone tree to demand the attention of a live operator.
What is omnichannel customer service & why should you offer it?
Omni-channel customer service is the seamless assistance of your customers queries across multiple contact channels at different touch points.
How to improve your business Hellopeter score
By integrating HelloPeter in QContact we have seen businesses improve their TrustIndex by over 50% and reduce average time to answer to 1 hour.