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...
How Speech Analytics Helps You Take Charge of Compliance and
Liability
If you are a contact center or enterprise business facing
compliance measures, you know who you are. More than likely, you
have established a compliance process to ensure business integrity,
resolve disputes or comply with industry regulations on phone-based
transactions.
The question is…do you really know what your employees are
saying or doing that might be putting your business at risk?
If the answer is “no” or “I don’t...
I'm the new kid on the block here at
CRMXchange,but since I've been involved in customer-related
issues since the prehistoric days when CTI was
the golly-gee tecnhology and it was still acceptable to
use the dreaded 'T" word to summarize the industry as a whole,
I'm not all that new and hardly a kid.
I've seen the terminology
migrate from customer service to customer
care, to customer relations management--before it became the
acronym we now all know and love. But the growing demand
for immediate...
Join The Virtual Contact Center Conference - Best Practices in
Quality Assurance and Speech Analytics - June 12 -14. Network
wtih peers, attend live sessions, visit the 24 hour exhibit
hall.
Precision monitoring is a process that is enabled by the
introduction of speech analytics into contact centers.
According to a new DMG report, managers set up special QA searches
in their speech analytics application – it is a best practice to
set up multiple searches to address various aspects of QA. Here are
some recommended searches:
1.Greetings – define all of the appropriate ways agents should
perform a greeting, and capture interactions where this does not
happen. 2.Closings – same...
1. To delight customers.
2. To sustain or increase revenue.
3. To minimize operating costs.
4. To provide valuable business insights to the entire
organization.
The relative importance of each mission varies based on the nature
of the enterprise. Organizations that have invested heavily in
developing brand equity will be most concerned with customer
delight and business intelligence. This would include virtually all
businesses that cater to...continue reading this post »
Analytics applications are deployed
in a number of functions and departments within the enterprise, and
for a number of requirements in service operations. It is as
critical to sales optimization in the marketing department, for
example, as it is to performance optimization in the contact
center. As a result, analytics often performs in a cross-functional
capacity, typically without the benefit of coordination among
users.
In the contact center,
“cross-functional” may be narrowly defined as...
Quality Monitoring has been a cornerstone of contact center
operations for more than 30 years. It has served organizations well
as a method of managing agent performance, while driving gains in
operational efficiency and service delivery. However, while the
traditional quality assurance (QA) process has been effective to
this point, organizations are finding that QA alone is no longer
enough. This traditional process makes significant assumptions on
what customers really want and appreciate and...continue reading this post »
The following are some more information on the vendors who
attended the IQPC event.
Analytics
For companies frustrated with isolated or disparate data sources,
360'CRM's latest advances in its InSight data
analytics tool provides new levels of actionable information for
the Call Center or Channel Management practitioner. InSight
not only automatically draws call center performance data in to a
common, universally comparable dashboard and report analytics
library, it also integrates internal...
The staff of CRMXchange was
present at the IQPC Las Vegas Call Center Week. IQPC did a
commendable job with the content and speakers in the
event. The exhibit hours were long, running close to 11 hours
on day one, but the vendors were pleased with the amount of
interest that people showed in their products and
services.
We traveled the exhibit
hall. Below are some vendor highlights.
Analytics
Contact Solutions– The Continuous
Improvement Practice (CI) is based on a unique methodology and
supported...
The purpose of speech analytics is automatically mine for customer
intelligence and performance optimization data within the context
of a recorded voice interaction. Used in conjunction with a contact
center’s recording technology, speech analytics scans recorded
conversations with the objective of finding key words or phrases
that can offer the user insights into such common business and
performance factors
According to Saddletree Research, there are essentially three
business use cases for...continue reading this post »
With the advent of analytics in the contact center over the past
decade, the industry has experienced unprecedented gains in
operational productivity and customer service. Typically deployed
as part of a workforce optimization (WFO) solution, analytics is a
primary driver of performance and quality monitoring improvements.
Analytics provides an objective means by which to identify where
opportunities for improvement exist while providing a pathway for
executing on those opportunities.
The first decade has seen steady growth in market demand for
analytics solutions of all descriptions as evidenced by the results of the annual
survey of contact center end-users conducted by Saddletree Research
in conjunction with the National Association of Call Centers
(NACC). An offshoot of the Call Center Lab at The University of
Southern Mississippi, the not-for-profit NACC conducts surveys of
its members and newsletter subscribers in order to keep a finger on
the pulse of the industry...
Customer satisfaction has moved to the forefront of contact center
goals. Today, it pays to deliver exceptional, measurable
customer service. In addition to saving money by retaining
customers, new programs offer financial incentives for superior
service. A noted example includes the Quality Bonus Payment
for Medicare Health Plans. But with such defined parameters
for the contact center, how do you ensure your agents and business
processes will make the grade?
Precision monitoring is a process that is enabled by the
introduction of speech analytics into contact centers.
According to a new DMG report, managers set up special QA searches
in their speech analytics application – it is a best practice to
set up multiple searches to address various aspects of QA. Here are
some recommended searches:
1.Greetings – define all of the appropriate ways agents should
perform a greeting, and capture interactions where this does not
happen. 2.Closings – same approach...
Your customers demand immediate and personalized service.
They require your agents to be customer-focused, efficient, and
knowledgeable expert. And above all, they need your agents to
listen to what their current needs and wishes are, and provide the
best relevant solution.
With Real-Time
Speech Analytics driving agent guidance and process automation
in the contact center at the moment of truth, agents are empowered
to deliver relevant results and maximize revenues.
Text analytics has been a recognized IT sector for more than 15
years, yet it remains one of technology’s best-kept secrets. With
an estimated 3,500 text analytics implementations globally, there
is a huge opportunity for vendors to better educate the market on
the practical application of this technology in the marketing and
business worlds. And end users have a real chance to utilize this
application to gain a competitive advantage by knowing exactly what
is being said about them, over what...
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