Resources

White Papers

Discovering the Value of Speech Analytics in Tech B2B Sales

One of the areas benefited through speech analytics is revenue generation – looking for opportunities where the caller is a potential upsell or cross-sell candidate. The idea is to pitch the right product at the right time to the right customer and checking whether the agent is approaching that appropriately in terms of their dialogue, their persuasive selling ability and how they overcome objections. Thus speech analytics can be positioned as a revenue generation tool.

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White Paper on Improving Customer Experience

In today’s hyper-connected world, creating a unique customer experience is one of the best ways to achieve sustainable growth. A customer experience strategy is crucial to retaining customers and build strong and lasting relationships with them. Every customer retained is worth more than the money spent to acquire new ones.

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White Paper on Predicting Customer Churn

Preventing customer churn (i.e. losing existing customers) is becoming a high priority in all organizations as most companies lose 50% of their customers in 3-5 years. It costs 7-10 times as much to acquire a new customer as it does to retain an existing customer. It is imperative that consumer businesses prevent churn and find innovative solutions to improve the quality of the customer experience they deliver to preserve brand loyalty.

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White Paper on Identifying Agent Skill Gaps and Trainings

One of the key challenges of any contact center is understanding individual agent skill-gaps and guiding the agent through training based on their skill set and level. In the contact center industry, speech analytics is one of the fastest growing applications to provide a complete picture of the agent’s performance in real-time, helping them improve their performance by providing them with real time guidance.

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White Paper on Business Process Outsourcing in Automotive Industry

Indian Automotive industry is coming out of a tough fiscal year. Trends at the beginning of this fiscal seem to be promising for the automotive industry, but challenges that the industry has been facing are still lingering around. Industry players need to be focused on their strategies and should not get carried away by promising scenarios. They need to be wary of these challenges.

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White Paper on Business Process Outsourcing in Events & Information Services Industry

Events and Information Services industry faces a myriad of challenges but being dynamic than any other industry makes it the land of opportunities as well. Adapting to technological innovations, changing customer behavior, risk management and legal environment are few of the major challenges that this industry faces.

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White Paper on Redefining the Telephony Channel in BFSI Industry

Indian BFSI industry is poised to attain a growth rate which no one probably would have even dreamt of. Indian financial market is one of the oldest in the planet. It dates back to 200 years from now. Since then this industry has been continuously battling out the problems in the demand supply mismatch, unorganized credit market, improving risk mechanism and the technology up gradation.

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