The silence rate is an unwanted KPI at call centers. But when it's about sales, pauses can work to the advantage of the telemarketer facing an indecisive customer.
This is one of the insights that CIGNA Insurance discovered while using our speech analytics to monitor its customer-agent interactions.
Listen to the Future of Voice Podcast with Jon Stine from Open Voice Network and our Regional Director of North America, Yalım Eristiren, are discussing what Speech Analytics can do for call centers.
Sestek’s Sales Manager Selin Özbalmumcu and NİCE Medya’s Chief Editor Eylem Gun discussed the survey results in this webinar.Read More
Our analysts, Reyhan Tosun and Can Atılgan, from Sestek Product Management Team, had an interesting conversation about their department’s operations, product development processes, and Sestek’s agile transformation.Read More
Sestek’s Founder and CEO, Prof. Levent Arslan, came together with Dan Miller and Derek Top from Opus Research to discuss how self-service is evolving with conversational technologies todayRead More
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