CRM / Call Center Topics:
Call center speech technology
Discover the value of call center speech technology and evaluate speech vendors for your call center in this topic section. Research the definition and benefits behind speech analytics, interactive voice response (IVR) technology, speech recognition technology and call recording tools. Learn how to use speech technology to design an effective quality monitoring strategy. This section includes speech technology news, case studies and expert advice to help you make the right decisions about speech analytics and recognition tools in your organization.
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Pros and cons of auto-response software in the call center
Ask the Expert - Auto-response software often gets mixed reviews from both call center professionals and customers. Learn the pros and cons of using auto-answer and auto-response software in the call center from expert Donna Fluss.
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What's the difference between speech recognition software and voice tags?
Ask the Expert - Wondering about how voice recognition or speech recognition and voice tags differ? Read definitions from Donna Fluss in this tip.
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What call center software are Fortune 500 companies using?
Ask the Expert - Choosing call center software isn't easy, but Donna Fluss offers some tips to follow as you're evaluating CRM and call center vendors in this expert tip.
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Quality management can help analyze average talk time
Ask the Expert - Looking to reduce average talk time in the call center? Learn how to use quality management to analyze calls in this expert tip.
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Quality management as a call center industry standard
Ask the Expert - Quality management is becoming more common in the call center, yet some industries handle monitoring differently, and some industries are more restrictive in monitoring than others. Read advice from call center management expert Donna Fluss in this tip.
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CRM software vendor selection -- independent firms that can help
Ask the Expert - Looking for help with CRM vendor selection? Utilize independent analyst/consulting firms, says Donna Fluss in this expert tip.
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Voice recognition vendors for the call center
Ask the Expert - In this tip from Donna Fluss, call center software and call center management expert, you'll find information on voice recognition vendors for the call center.
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Evaluating quality monitoring vendors
Ask the Expert - Evaluating quality assurance technology? Donna Fluss compares quality monitoring vendors in this expert advice response.
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How do I lower the average handle time?
Ask the Expert - A call center agent who works in the credit card industry, wonders how he can lower his average handle time.
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How should average hold time be figured into average handle time?
Ask the Expert - Average hold time should be included in average handle time to get Erlang models right, says Lori Bocklund in this call center expert tip.