Speech Analytics

Retaining and growing a base of satisfied customers is the name of the game. In today’s global internet-based marketplace, customers have very high expectations and can find their next vendor with just a few mouse clicks. The challenge for modern contact center managers and supervisors is in determining how to identify customer satisfaction deficiencies and provide agent targeted coaching to improve on those deficiencies.

There are a number of best practices that should be deployed to maximize...

Agent Call Center Performance Optimization tools are a set of applications that seek to increase agent effectiveness, reduce workforce costs and improve service levels. These tools allow contact center managers to plan schedules, forecast agent requirements, measure agent performance, analyze results and improve outcomes.

Call Recording/Logging and Quality Monitoring (QM) software allows users to record, retrieve, analyze and improve agent/customer interactions.  These recordings are...

In an era where contact centers are often undermanned and under funded, managers need to get the job done with fewer resources despite ever increasing demands on their time.  For the year 2010, there are quite a few practical as well as actionable contact center trends and technologies that are helping managers save money and time.

Some of these “hot trends” include: 

 -Contact Center Analytics-The value of speech analytics, desktop analytics and customer feedback to lower the time spent doing...

The contact center is rich with customer data, but finding and analyzing the information needed within these captured conversations can be very difficult. With speech analytics technology, companies can now mine recorded customer interactions to help surface the intelligence essential for building effective customer strategies.  It can help pinpoint trends and opportunities, identify strengths and weaknesses with processes and products, and understand how your offerings are perceived by...

Managing and maximizing customer relationships for longevity and profitability have been
major enterprise objectives for the past several years. Companies collect and analyze mountains of data on customer preferences and behavior with the goal of fine-tuning products, services and marketing campaigns to specific customer needs, and better understanding the drivers for customer loyalty.

The contact center is an important source of customer information as well as revenue generation, and a...

The practice of using speech analytics to drive strategic process improvement in call centers has been proven effective and valuable.  The challenge arises when companies try to use existing agent quality management tools to tie into these same strategic objectives. Previous methods for performing quality management included random monitoring, automated score cards and the use of small sample sizes. Today, emerging trends in speech analytics can make agent performance management a key force in...

According to Udi Ziv, President, Enterprise Product Group, NICE Systems, user buying criteria (what users are looking for) changed over the past few years?  If so, how?

Over the last few years we have seen a shift in buying priorities due to three key drivers:

• Data center consolidation – in a recent Ventana Research study, participants expressed that economy of scale opportunities for larger multi-site operations are being considered as they are migrating to VoIP, increasing home-based agents...

First introduced into the contact center market in 2004, speech analytics is one of the fastest growing contact center technology sectors. The market grew from 25 commercial speech analytics implementations at the end of 2004 to 1,764 at the end of 2008, yielding a five-year compounded annual growth rate of 190 percent. Speech analytics continues to grow at a rapid rate, despite the recession, because of its ability to help enterprises provide an outstanding customer experience, cut costs,...