MainTrax

12/20/2019

New changes in place just in time for the new year!

We're excited to share our updated website which is live as of today!

https://maintrax.com/

As a company, we've taken our expertise and years of experience in the speech analytics world and expanded our services to provide our customers with a prosodic solution for pre-hire agent assessments. This allows companies to hire better agents by focusing not on WHAT is said by a candidate but on HOW responses are delivered.

By detecting key behavioral characteristics found in a potential new hire's voice, you'll know exactly who is likely to be a top performer in your call center.

This means less time spent on agent attrition and performance issues and more time spent growing your organization and providing your customers with exceptional experiences.

Hire the right agent, the first time.

Take a look at our new website here: https://maintrax.com/

12/18/2019

Our CEO, Scott Bakken, presented our product, HireTrax, at Eric Berg's Call Center Pro Technology Summit yesterday in Minnesota.

The theme of the day seemed to be "Real AI" amongst the audience and other presenters-- 8x8, Bright Pattern, and Calabrio, Inc.

Interested in learning more about HireTrax and how we can help you hire better agents? Click the link below!

HireTrax is a pre-hire assessment program that uses behavioral characteristics found in the candidate’s voice to help you hire better agents.

12/18/2019

In our most recent Contact Center Pipeline article our CEO, Scott Bakken, discusses how analyzing a candidate's VOICE can actually be a strong predictor of new-hire success, retention, and CSAT performance.

Through our expertise in , we've found analysis of the human voice during the prehire process delivers key data for recruiters to measure skills, language ability, problem-solving capabilities, and deep insights into what kind of employee they will be hiring.

Read more:

Voice analysis is a strong predictor of new-hire success, retention and CSAT performance and can be used to improve Contact Center hiring.

09/20/2019

The MainTrax team has been hard at work with an expansion to our speech analytics expertise that we’re excited to share with you!
Introducing HIRETRAX:
A pre-hiring assessment program which is proving to be a game-changer in the contact center industry.
Using prosodic cues to detect behavioral traits in a candidate’s voice, our virtual interviewing and talent analytics solution speeds up hiring and helps you select reps better suited for the specific job at hand.
By picking those with tendencies of engagement, high emotional intelligence, and positive behavioral characteristics, you’ll have a stronger caliber of candidates who will perform better on the job . . . AND want to stay.
Check out our video explaining the whole process below, visit our website for updates, and keep an eye out for an upcoming case study featuring a Fortune 100 company.
Questions? Head over to our Contact page (https://maintrax.com/contact-maintrax/) and send us a note!
https://youtu.be/rN_javDmUv8

09/19/2019

Cloud Call Center Search co-founder Fred Stacey discussed solutions with MainTrax partner David Patchen at ’s September 18th networking event in Phoenix.

09/10/2019

What if we told you that "most contact centers don’t need a lot of fancy (and expensive) bells-and-whistles to accomplish their goals" with speech analytics?

At first glance, implementing a new SA tool can seem overwhelming. The good news is that it doesn't have to be!

In this month's Contact Center Pipeline issue our CEO, Scott Bakken, writes about how to KISS (Keep it Simple with Speech!) those troubles goodbye.

Take a look and let us know your thoughts in the comments below:

https://www.contactcenterpipeline.com/Article/kiss-method-keep-it-simple-with-speech

06/06/2019

"It's not what you say, it's how you say it"

Check out our new article in this month's Contact Center Pipeline issue by our CEO Scott Bakken focusing on predicting top agents using Behavioral Predictive Voice Analytics in the link below!

Speech and voice analytics is an expanding industry and we're eager to continue to grow with it.

Do you have trouble hiring quality agents? Retaining the superstars? You’re not alone. Surveys suggest agent attrition is a top concern year after year. And no wonder: the ramification of bad hires is expensive. The average cost to recruit, hire and train each new agent starts around $6,500 depend...

05/23/2019

Earlier this month one of our partners, David Patchen, answered questions about the impact that predictive behavioral voice analytics can make in the contact center at SOCAP International’s Southwest regional chapter event in Phoenix. Great session!

05/23/2019

Great article from our CEO Scott Bakken over on the Voci blog today! Over-promising agents can cause severe repercussions for your company legally. Read more to find out how can help you address these issues:

Improper telemarketing practices that lead to enforcement actions against businesses are, fortunately, rare. But the penalties (along with many other business headaches) can be steep.

04/20/2019

One of our partners, David Patchen, will be speaking at the SOCAP International Southwest Regional Chapter event on May 9! The topic for the event is 'Organizational Innovation & Actionable Solutions in Customer Care' and Dave will be speaking on how to "find surprises before they find you" utilizing !

We're looking forward to this event and hope to see you there! Click the link below to register:

https://socap.informz.net/Admin31/templates/Template_Html_Adv.asp?mfqid=45650692&test=t

SOCAP SW Chapter Presents: Organizational Innovation & Actionable Solutions in Customer Care

03/15/2019

3 useful tips for agents and call centers!

The great thing about speech analytics is that you can actually track these moments of customer frustration AND how your agents are responding to them.

Know what's going on during your company's phone calls, and take action!

Every call center agent has to deal with angry customers at some point. Here are 3 simple tips on the best ways to keep angry customers calm and happy.

03/15/2019

MainTrax partner David Patchen enjoyed his day at the Contact Center Idea & Innovations tour stop in Phoenix yesterday! In addition to catching up with Contact Center Pipeline publisher Linda Harden, he loved meeting many contact center executives and exchanging ideas about breaking down organizational silos.

Always great to connect with CCP and learn more about what's going on in the world!