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Seattlepi.com |
April 27, 2010
Tales From the Call Center
- An inside glimpse of the intense, sometimes humorous customer service front lines
At HyperQuality, we monitor call center quality for an array of Fortune 1000 companies. What we constantly tell our clients is: call centers cannot be a "set it and forget it" customer service cure. Important metrics from customer interactions should be monitored and analyzed on an ongoing basis, and taken into account by the C-Suite when making strategic business decisions. The voice of the customer should never be underrated because it is this same voice that will influence hundreds of other customers. The upshot? This is your current and future revenue talking to you.
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Sramana Mitra |
April 27, 2010
Deal Radar 2010: HyperQuality
- When you make a customer service call and hear, “This call may be recorded for quality assurance,” that may be HyperQuality. The company listens to customer service calls and digs for patterns, trends, red flags, and important business intelligence that can affect company performance. It also specializes in working with clients who have outsourced to determine whether the decision has hurt or helped sales and retention, and to improve service if necessary.
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CRM Buyer |
March 15, 2010
How to Know When Enough Customer Service Is Enough
- Even as the general economy shifts into recovery mode, consumers are still greatly concerned with spending money wisely. Businesses will also be slow to rouse from hybernation. How can companies deliver the kind of quality and value cost-conscious consumers want while maintaining focus on their financial results? Quality assurance helps find the balance between cost of delivery and of good service.
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HR Magazine |
March 01, 2010
The Ins and Outs of Customer Service
- Outsourcing customer contact centers may appeal to business leaders looking to trim costs in the current economic climate. Customer call center leaders and executives look at this option to curb payroll costs, gain access to best practices from outsource providers and minimize employment law risks.
However, other risks make customer contact center outsourcing less appealing to human capital managers. These include the inability to imbed corporate culture, lack of control over hiring and training, and a loss of personal touch with the customer. Overriding the financial drive to outsource, many leaders will decide to keep call centers captive, or in-house, for these reasons.
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WalletPop |
February 19, 2010
Inside tips on winning the customer service complaint game
- Anyone who's ever called a company's customer service line -- and that's just about all of us, I'd suspect -- has probably heard these words: "This call may be monitored for quality assurance."
But have you ever wondered if the call was actually being recorded? We did. We also wondered just what the people listening in heard -- and what tips they might have to help us come out on top of the customer service complaint game every time.
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RFP Connect |
February 01, 2010
Nexidia-HyperQuality Move Speech Analytics & Quality Analysis Into CRM
- A growing list of companies have enlisted Nexidia, the provider of audio search and speech analytics solutions, and HyperQuality, Inc., the provider of outsourced quality evaluation services and technology to dramatically improve actionable insight in the customer care process.
Now, enterprises will be able to benefit from a joint Nexidia-HyperQuality solution that combines powerful speech analytics, with targeted quality analysis. The results are customer experience metrics and management to drive increased market share and reduced contact centre operating expenses.
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Los Angeles Times |
January 30, 2010
If a hot tub’s not
- Question: Several times I have looked forward to sitting in a motel hot tub only to find out that it isn’t working. No one told me this at check-in. I’ve asked for a discount and have been told that it wasn’t possible. Of course, now when I book I ask whether these things are working, but what should I do in the future if no on tells me upfront? What recourse do I have?
Answer: You have the three magic words at your disposal. Your mother may have taught you that those words were “please” and “thank you,” but Al Anolik, a Bay Area attorney and author of “Traveler’s Rights,” has taught me that in travel the magic words are “breach of contract” (although being polite might help too).
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SpeechTech Magazine |
January 29, 2010
Nexidia and HyperQuality Partner for a More Powerful Customer Intelligence Solution
- Speech analytics provider Nexidia and HyperQuality, a provider of third-party quality assurance and business intelligence scorecards and metrics for contact centers, have partnered to offer a customer service solution that combines the best of what both companies have to offer.
The Nexidia-HyperQuality solution integrates Nexidia’s patented phonetic speech analytics technology with HyperQuality’s expertise in evaluating calls to identify people, process, product, and policy improvement opportunities.
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TMCnet.com |
January 29, 2010
Nexidia and HyperQuality Lower Contact Center Costs
- Nexidia, a provider of audio search and speech analytics solutions, and HyperQuality, a provider of outsourced quality evaluation services and technology, have reportedly collaborated to improve actionable insight in the customer care process.
The two companies joined hands to create a combined Nexidia (News - Alert)-HyperQuality solution that features speech analytics, with targeted quality analysis. This solution is able to deliver the valuable customer experience metrics and management required by companies to expand footprint in the market and reduce contact center operating expenses.
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TMCnet.com |
January 26, 2010
Customer Service is the 'Unaffordable Budget Cut': HyperQuality
- The recession has ended and recovery has started. These welcome events should prompt companies to put away the budget knives but alas they have not.
Unfortunately, reports Chris Coles, president and CEO of customer service solutions provider HyperQuality, on many firms’ carving boards are customer experience/service programs. This is despite he says that there is direct linkage of delighted customers to retention, growth and margins. Also, many companies have dramatically reduced marketing, sales and PR budgets, which mean there are fewer new customers being won over. Retaining existing customers is an obvious must.
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