Skinny Dipping

Diving Into Analytics with Only the Bare Necessities   While placing my order for a $2,000 fish-finding tool, I envisioned walleyes jumping into my boat faster than I could toss them in my cooler. After a few frustrating afternoons on the water, I realized I would have been just as well off with a simple […]

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Churn is a Killer Speech App

The value of retaining customers cannot be overstated, and reducing customer churn is an area where analytics shines. Indeed, if necessity is the mother of invention, then analytics is the mother of retention.   Dave Patchen, my partner at MainTrax, has worked with dozens of clients on closing sales, capitalizing on up-selling opportunities, and analyzing […]

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Operations Can Proactively Help Marketing

When a credit union’s marketing department asked operations whether callers were mentioning their recently-launched loyalty program, they were disappointed to learn that, according to the contact center’s speech tool, very few callers referred to the Gold, Silver, and Bronze packages. However, after conducting a content audit—a manual review of a select number of random recordings […]

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Be Mindful of Marketing

In the days before speech analytics, marketing intelligence could be hard to come by. According to Jim Linkhauer, now a speech analytics consultant for Adtech Global, a provider of contact center services, the most effective data extraction tool was a box of Krispy Kremes. “When I was an operations manager,” recalls Linkhauer, “I would have […]

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FCR – One Call, That’s All

In the musical theater adaptation of Leo Tolstoy’s War and Peace, the lyrics to the song, “No One Else” begin with: “First time I heard your voice / Moonlight burst into the room.” It’s just a hunch, but given Tolstoy’s lack of references to call centers, this lyric is probably not referring to agent-customer conversations. […]

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