Castel Blog
News and views about the call center industry.
Categories
- 12 Posts
-
3
Active Bloggers
Recent Posts
-
“This Call Is Being Recorded For Quality Purposes” AND CUSTOMER SERVICE DELIGHT!
Posted by Amber Hagedorn- 0 Comments
Amber HagedornManages website content; bloggerUser is currently offlineWho hasn’t heard this disclosure when calling a business via phone? Keeping in mind that a good percentage of customers will use the phone for ‘first contact’ with a business is key insight into reasons for their repeated or ceased business. Barry Moltz, author of Getting Small Businesses Unstuck, states, “The most common complain ...Apr 29 -
QA Analysis
Posted by Amber Hagedorn- 0 CommentsAmber HagedornManages website content; bloggerUser is currently offlineMost call centers that record or LIVE listen to agent calls do not have the resources to evaluate 100% of those calls. The QA analysis is labor intensive, time consuming and typically results in only an extremely small percentage of calls being reviewed/scored. For example, the goal for many call centers may be to evaluate ...Mar 27 -
Are you running a call center environment? When was the last time you heard a customer say THANK YOU to your agent?
Posted by Amber Hagedorn- 0 CommentsAmber HagedornManages website content; bloggerUser is currently offlineTracking appreciation on LIVE calls between customer and agent can be tricky, but it is possible. Technology today can monitor and track specific words and phrases, as well as emotions associated with what speakers are truly feeling. As a customer I can say THANK YOU sarcastically, I can say it with hesitation, or I can say it with ge ...Feb 22 -
Voice and Speech Analysis Can Assist in Agent Behavior
Posted by Amber Hagedorn- 0 CommentsAmber HagedornManages website content; bloggerUser is currently offlineBarbara Burke (customer care expert http://barbaraburke.com/its-really-pretty-simple/) shares that among other characteristics desirable in a supervisor, agents look for a supervisor who is fair and will not play the ‘favorites’ game. This often comes into play when being reviewed after a customer/agent call. Complaints of favorit ...Jan 25 -
Speech Analytics 101: What to look for in a Speech Analytics Solution
Posted by Matthew Ripa- 0 Comments
Matthew RipaMatt is responsible for creating and managing Castel product documentation incluUser is currently offlineSpeech analytics is rapidly coming to the forefront of the call center technology scene. With an increasing number of different solutions, all with varying capabilities, it may seem like a daunting task to attempt to implement a speech analytics solu ...Aug 23 -
Show all entries from General
