Can voice analytics stem the customer-satisfaction skid?

Big data, in the form of speech analytics, is revolutionizing the way customer service is delivered. Can it jump-start stagnant customer satisfaction levels as well?

I’ll admit it. As predictions go, mine wasn’t as bold as the ones that foresaw flying cars, the end of the world or even that spam (the digital variety) would soon be eradicated from the earth.

But unlike those not-so-prescient prognostications, my prediction actually came true.

Several years ago I forecast that corporate contact centers would soon dive headlong into “big data” to provide a better, more personalized customer service experience. Continue reading

It Isn’t Just What You Say, But How It Sounds When You Say It

Want to get people to listen to you? Remember that the sound of the words you use is as important as the words you choose.

Jabra NWoL blog 15 - The sound of voice_FINAL


I’ll confess. I never considered how important the sound of our voices can be until recently.

I was attending a presentation on personal finances, hosted by a speaker who had an impeccable credentials and a great reputation. But minutes into his lecture, my mind began to wander… and wander… and wander…. Continue reading