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25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency

Callminer

Source: Human Resource Management; Issue: 51(4); 2012; Pages 535-548. With built-in analytics and reports, managers can track agent performance to improve effectiveness all around. He is one of ICMI’s Top 50 Thought Leaders on Twitter and on HDI’s list of Top 25 Thought Leaders in Technical Support and Service Management.

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Buddying Up – Putting Virtual Employee Assistants at the Heart of Agent Development

TechSee

For every customer episode – paying a bill, getting technical support with activating a device, etc. With speech analytics, agents are equipped with a wide range of voice-based tools, enabling auto-recognition of accent, gender, and emotion. These systems also power conversational IVRs and voice-based virtual assistants.

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Contact Center Technologies 2017: find out what 23 experts say

RichCall

The contact centre will support this by providing hints, tips, education and technical support. In fact this number increased from 67% in 2012 to 84% in 2015. The contact centre will support this by providing hints, tips, education and technical support. Speech Analytics. Colin Taylor.