Are You Benchmarking OR Innovating?

Benchmarking has a history of helping businesses compete in global markets. But these days, many companies are missing out on the opportunity to innovate due to an over-reliance on benchmarked metrics. The practice of benchmarking was born in the 1950’s with companies like GE and Toyota. Then, what was in vogue was a process called […]

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What You’ll Never Get from NPS (Or Any Other Outcome Metric)

Every company has its own take on customer experience—what are your goals?   Perhaps you’re looking to stage the customer experience to strengthen customer loyalty and retention. Or, maybe you need more proactive customer service to increase First Call Resolution (FCR). Sometimes, customer surveys paint a rosy picture, but your sales numbers tell a different […]

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Using call center analytics to generate revenue

When utilized effectively, call analytics can have a big impact on a company’s bottom line. If you’re reading this blog post, then odds are that you’re at least somewhat familiar with call analytics. These solutions are gaining traction in contact centers across the country as decision-makers come to recognize the benefits the technology has to […]

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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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A Cold Night, Hot Soup… and Great Customer Service!

by Martha Brooke on December 11, 2015     Not too long ago, I was checking into a hotel on a damp San Francisco night, when the front desk clerk noticed my sniffling and asked if I wanted chicken soup. “That’d be great,” I replied, assuming it was just a sympathetic comment and not an […]

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