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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Benefits of Speech Analytics for Contact Centers

Analytics software lets companies get unstructured data following customer interactions. This is one of the best ways to gain insight about the customer. The software also leads to a better customer experience as well as gives the brand more of a competitive advantage. Contact center management can understand what their customers are thinking and find out how well their agents are performing.

Improving the Customer Experience

Software will mine and analyze audio data to detect emotion and stress...

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ICMI Contact Center Expo and Conference Summary (Part 4)

With expectations constantly rising, companies are seeking service options that allow companies to learn more about their customers to help them resolve issues and complete transactions quickly and efficiently.  Innovative solutions abounded at ICMI Contact Center Expo with updated multichannel customer experience measurement tools, versatile contact center management solutions and advanced support applications. In this final report, we review some products presented on the exhibit floor.

Dialoga ...

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PACE National Convention & Expo Summary

PACE, the Professional Association for Customer Engagement, is a non-profit industry trade organization dedicated to helping companies that take a multi-channel approach in engaging their B-to-B and B-to-C customers. PACE held its annual national convention and expo at the Atlanta  Marriott Marquis from April 19-22, 2015. Delegates from the full spectrum of contact center operations and businesses turned out to gain insight on the latest evolving technologies, and to stay on top of...

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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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ICMI Contact Center Demo and Conference - Product Review

 

The ICMI Contact Center Demo and Conference, one of the industry’s leading fall events, took place at Chicago’s Hyatt Regency from November 3-5.  The conference included more than 50 sessions with a roster of influential speakers from leading end user companies, as well as analysts and suppliers.  We caught up with a few of the solution providers demonstrating their latest products on the exhibit floor.

acisionoffers a  suite of smart communication solutions designed to help contact centers...

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Tips to Improve First Call Resolution

According to the Service Quality Measurement Group, first call resolution (FCR) has the largest affect on customer satisfaction. FCR should be one of your contact center’s top priorities - according to Customer Relationship Metrics, caller satisfaction rate drops by 35-45% when a second call is made concerning the same problem. These four tips will help your contact center solve each customer’s problem the first time you speak with them.

1. Educate Contact Center Agents

Provide agents with the...

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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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Predictive Analytics and Omnichannel Solutions

One prediction that’s easy to make is that interest in predictive analytics and omnichannel solutions will continue to increase exponentially in 2015. Businesses are more aware of the need to understand what drives customer behavior across all touch points and be proactive in their response. We caught up with two solution providers to find out how their products help improve customer engagement.

SAP offers choices for companies that want to think beyond single transactions and engage customers...

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SpeechTEK/CRM Evolution/Customer Service Experience Review: Part 4

In this final wrap-up of the New York events, we review new developments from several key solution providers.

CorvisaCloud is within a few weeks of releasing its cloud contact center platform as a standalone solution. It has been part of the CorvisaOne suite, but will now be available as a “true PaaS (platform as a service) which offers an infrastructure and testing framework that will enable companies that use it to write their own code and be done,” according to Matt Lautz, President and CIO of...

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SpeechTEK/CRM Evolution/Customer Service Experience Review, Part 3

Some companies made major product announcements during the event, while others are integrating new acquisitions, fine-tuning their brands and making internal changes. Several suppliers discussed their plans and reported on their progress.

Inforannounced the acquisition of CRM software specialist Saleslogix prior to the New York conference. Saleslogix’s CRM product will become Infor CRM, giving Infor added presence in the cloud-based CRM market. The integration will also provide greater sales...

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SpeechTek/CRM Evolution/Customer Service Experience Review - Part 1

Improving Customer Service by Looking at it From the Customer’s Perspective

At the heart of the customer experience is the actual customer and everything he or she encounters in trying to find information, complete a transaction or resolve an issue. At the 2014 SpeechTEK, CRM Evolution and Customer Service Experience event, which was held in New York August 18-20, one common theme was the need for organizations to better understand the customer journey from the customer’s point of view. Companies...

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Solving the Customer Experience Puzzle

When it comes to solving the customer experience puzzle, there’s always the difficult question: How do you create the best customer experience model?  Most businesses strive to deliver a great customer experience, but it’s often hard to define how to put the pieces together.   In an article in CMS Wire, Amith Parameshwara proposes a solution that’s represented via a pie-shaped diagram divided into six pieces that work together to not only improve the customer experience but also to provide...

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inContact Ups the Game in Contact Center WFO with Acquisition of Uptivity

In a bold move to increase its already substantial presence in the marketplace, contact center software/agent optimization tools provider inContact has announced the acquisition of WFO specialist Uptivity. Based in Columbus, OH, Uptivity (formerly known by its still-official business name CallCopy Inc.) provides a complete mid-market WFO suite which encompasses speech and desktop analytics, agent coaching, call and desktop recording, as well as quality, performance, workforce management and...

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Lose a Customer, Keep a Customer - Real Life Experiences with Good and Bad Customer Service

The difference between losing a customer forever and gaining their loyalty can be as simple as the service they receive. Within just a few days, I experienced both terrible and stellar customer service. Here are three examples of extreme customer service.

How to Lose a Customer

Reports about poor airline service aren't rare. I'm generally of the mind that a flight that gets you from point A to point B safely is a good flight. However, a couple of recent experiences with United and Frontier made me...

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