Articles by Jeff Gallino
Speech Analytics Reveals Companies Aren’t F%!king Listening
As customer sentiment becomes increasingly angrier, businesses must consider the underlying issues before it's too late. So, what are the common triggers for the frustration, and how do we resolve them?
Are You Listening to Me? Why VoC is Crucial to Business Success
Today's consumers don't just want personalization, they expect it. And the call center is no exception. As organizations attempt to meet these expectations, gaining an understanding of the Voice of the Customer is imperative.
The Science of Conversation: Competitive Advantages Through the Call Center
Customer interactions in the call center are far more than just verbal exchanges—they are a delicate negotiation between two parties to achieve a common goal. They hinge on the ability of the call center agent (who becomes the face of an organization for those few moments) to apply proven methods to solve problems quickly, efficiently, providing ongoing value to the customer doing business with your company.