• Posts tagged "silence detection"

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New feature: Is Silence Always Golden?

Silence and talkoverA relatively new feature called cross-talk and silence detection has been added within call recording software, which can be used in contact centers to evaluate calls.

So, what exactly is cross-talk and silence detection?

Well, the recorder stores the length and percentage of pauses or holds and detects cross–talk periods, when both parties speak at the same time.

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Dealing with Dead Air

woman phone yawningDoes this sound familiar?  “I called the contact center to query something and guess what?  No sooner had the agent said ‘hello’, I was placed on hold for ages… I  was so annoyed!”

Picture the scenario: you contact your electricity company and during most of your call you hear dead air (periods of silence).  This can be a frustrating experience for a customer and if there are prolonged periods of silence during a call, it can leave a customer perplexed as to what is going on!  Don’t forget a few seconds silence for the agent during a phone call can seem like forever for the customer.

Here is how Verba can help you reduce dead air.
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