Speech Insights

Voci is committed to delivering solutions that mine actionable insights from your voice data and improve your profitability

Call Center Management

Unlocking the Value of Contact Center Data

July 22, 2019

Success in today’s business environment is based on several factors. Accurate and up to date business intelligence is one of the most important. Without knowing how your business is performing, you can’t effectively respond to problems, encourage areas of strength, and beat the competition. All ...

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Call Center Management

Making Telephone Surveys Effective: Quality Management in Polling and Telephone Survey Research

June 12, 2019

Live interview telephone surveys are still one of the most accurate ways to conduct a public opinion poll. This is especially true in geographic areas that are too small for an adequate sample size of online respondents. According to Pew Research, about 11% of Americans don’t use the internet at a ...

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Customer Experience

Accessing Your Audio Data: You Can’t Profit From What You Can’t See

January 25, 2019

The largest and richest source of insight into the experience your customers have with your brand comes from the phone conversations they have with your representatives. Surfacing these insights helps you manage risk, maximize sales effectiveness, gain market intelligence, and reduce costs. Because ...

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Call Center Management

Understanding Contact Centers

January 05, 2019

There’s a lot of specialized terms used in the contact center world. One is agent satisfaction. While agents in a contact center may not receive a report card, their agent satisfaction score measures their ability to help customers over the phone. The higher the score, the better the agent is doin ...

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Call Center Management

How AI is Transforming Call Center Training

December 03, 2018

The training of call center agents is about to experience a revolutionary advancement. Thanks to machine learning, personalized real-time coaching based on speech-to-text transcriptions and analytics will be made possible. Current Practices Typically teams of coaches can listen to only 10 or so ra ...

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