How to Improve Your Contact Center’s Quality Assurance Program

Quality assurance (QA) programs are designed to make sure customers receive consistent, high-quality service every time they get in touch with a contact center or an agent gets in touch with them. Data collected through QA programs provide the contact center with information needed to plan training and incentive programs for individuals and teams.  

Monitor Agent Conformance Questions Using Speech Analytics 

Speech analytics can be used to monitor conformance-related agent tasks for each call,...

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How Speech Analytics Benefit the Contact Center

Speech analytics tools help companies understand more about their customers so that contact center agents can act on unstructured customer data collected during interactions. Today, speech analytics software goes beyond quality assurance to measure deeper, undisclosed customer information. When used correctly, speech analytics can give companies a competitive edge.

Identifying Customer Emotions with Speech Analytics

There’s a bright side to negative emotions like frustration and anger. When...

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How to Use Voice of the Customer Technology

Voice of the customer tools are most effective when they consider the entire customer journey and all of the interactions that take place throughout. Before a voice of the customer program can be implemented, the contact center needs to determine what they’re going to measure and how the insight will result in improvements. Focus should be on easy-to-measure data that will drive benefits for the business. At the start of a new voice of the customer program, a baseline measurement should be...

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How Contact Centers Benefit from Quality Assurance Programs

Contact center quality assurance (QA) programs are designed to give customers consistently superior service when they contact an agent or when an agent contacts them. These programs assess the agent and spot trends in contact center performance. Since customers use a wide range of channels to contact businesses, QA programs have to monitor performance across all of those channels.

Quality Assurance Software and Agent Monitoring

QA software can capture information including time and date,...

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Using Speech Analytics for Root Cause Analysis

Solving a problem only to have it come back time and time again isn’t truly solving it. Addressing the symptoms of an issue doesn’t change the root cause. Contact centers must utilize problem solving tools to determine the origin of a problem. With root cause analysis, contact centers search backwards from an unwanted effect to the cause in order to address the root of the problem. Reasons for certain events - like contract cancellations - are identified, giving management an opportunity to...

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Quality Assurance in the Contact Center

As customers become more educated and informed, it’s becoming increasingly important to monitor and measure quality assurance in relation to the customer experience. Listening to the way the customer is greeted and parted with; finding out how the agent responds to the customer’s needs; and preventing duplicate records are three ways to oversee quality assurance.

1. Greeting the Customer and Closing the Conversation

The way the agent answers a customer call, e-mail, text message or social media...

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ICMI Contact Center Expo and Conference Summary (Part 1)

The 2015 ICMI Contact Center Expo and Conference brought executives,  managers and supervisors together at the Walt Disney World Dolphin Resort in Orlando, FL from May 4-7. The event provided diverse educational and networking opportunities, a comprehensive exhibit hall displaying the latest products and services, case studies, and site tours.

After an opening night reception on Monday, ICMI Contact Center Expo kicked off with a Tuesday keynote address by Dennis Snow, a long-time Disney executive...

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2015 is Going to be a Great Year for Contact Centers

The article below is a reprint from the December DMG Consulting, LLC The Real-Time Contact Center Newsletter.

"Here are 4 hot contact center trends that are expected to attract substantial investments during 2015. All of these trends will make substantial contributions to their enterprises, customers and employees.

1.Cloud-based contact center infrastructure solutions - The contact center infrastructure (automatic call distributor (ACD) and dialer) market has changed dramatically. Companies are no...

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7 Best Practices for Contact Centers

There’s a big difference between an average contact center and a world class one, much of which has to do with First Call Resolution (FCR). The following best practices can help take your call center from great to top notch.

1. Return on Investment (ROI) Awareness

What happens if a problem isn’t solved during the customer’s first contact? Not only can this affect operational savings, but the customer could stop doing business with the company altogether. The cost of not effectively managing FCR is...

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5 Reasons Your Contact Center Needs Speech Analytics

When asked about their experience with the customer service of companies, only seven percent of consumers responded that they have received service that surpassed their expectations. Meanwhile, 26 percent report having had to deal with being passed between agents with ultimately no resolution to their original problem.

That is abysmal.

It is also perilous, considering that it takes 12 positive service experiences to compensate for just one negative experience, and is 6 to 7 times more costly to...

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Quality Assurance For Contact Centers Improves Customer Outcomes

Quality assurance is a significant component of every product and service to ensure continuous success of the business.  However, ensuring that customers are receiving outstanding service from contact center agents can be a cumbersome responsibility.

The first step begins at the hiring and training stage. Evaluating potential candidates for essential customer service skills can be assessed through a readiness questionnaire or workforce tools to ensure interviewees are highly motivated and...

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SpeechTEK/CRM Evolution/Customer Service Experience Review - Part III

Are businesses doing all they can to ensure that their technology investment is well spent? How can virtual agents become important contributors to voice-of-the customer feedback? Is visual IVR the future of customer engagement? What speech, language and voice technology solutions are making a difference in the marketplace? Find out answers to these questions as we continue to review companies who were making news at the New York event.

Empirix At a time where companies are making major...

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PCI DSS Compliance and Call Recording

 

A couple of weeks ago, Aberdeen Group’s Omar Minkara wrote about the risks of call recording in the contact center, offering tips to help ensure PCI DSS (Payment Card Industry Data Security Standard) compliance. He raised some critical issues, ones that anyone involved in the contact center should not only be aware of – but vigilant in protecting against.

Call recording, as a critical element of contact center Quality Assurance programs, provides cloud-based contact centers the ability to...

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Beyond Call Recording

Analyzing business calls to find the “voice” of customers is becoming standard business practice among companies of all sizes and industries, and within contact centers. More and more, simply recording calls and monitoring a sample with a goal toward “quality assurance” is becoming an inadequate process in the face of the growing trend to respond to the dynamic and fluid wants and needs of a business’ customer base.  Business owners and managers are realizing that the conversations taking place...

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Revolutionizing QA with Speech Analytics

Quality assurance (QA) is a mission-critical business function that identifies contact center and enterprise trends, and provides insights into how well each agent is performing. For the past 30 years QA has been performed in contact centers around the world in basically the same way. Managers search through volumes of recordings to find the 10% to 20% of calls that require attention, either because they are really bad or really good. If a call is bad, the QA specialist or supervisor must...

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