NobelBiz

AUGUST 23, 2022

Call centers that use a Speech Analytics system may detect these friction areas and take steps to improve their goods and services, customer journeys, and agents’ handling of consumer demands. Learn everything there is to know about speech analytics: The post How can Speech Analytics help your Call Center?

Call Center 52

Call Center Analytics 52

Callminer

SEPTEMBER 17, 2015

Speech analytics plays a pivotal role in driving call center compliance. Take a look at how.

Call Center 182

Call Center Analytics 182

Advantage Communications

JUNE 3, 2022

Successful call centers rely on their ability to analyze customer conversations and build a customer service program that is specifically targeted towards meeting their customer requirements. One technology that helps them do that is speech analytics.

Call Center 52

Call Center Analytics Technology Customer Service 52

SharpenCX

MARCH 25, 2021

Turns out, customer service analytics, including speech analytics, is one of the five technology trends in Gartner’s custom e r experience hype cycle this year. . Ramping up quality management in your call center is crucial to keeping performance high and teams operating in sync, no matter where they’re working.

Coaching 67

Coaching Analytics Call Center Quality management 67

Monet Software

JULY 30, 2019

Here are the four reasons your call center should be looking into speech analytics. Every call that comes in is a valuable source of data. Call centers have long understood this and try to mine the elements from each conversation deemed most relevant to company performance and customer service.

Analytics 69

Analytics Call Center Upselling First call resolution 69

CCNG

JANUARY 3, 2024

Early in my career, I standardized and deployed a QA program across multiple contact center locations for a large global company. We listened to live calls, completed paper monitor forms, transcribed data into spreadsheets, and distributed monthly summaries by email to various teams. Our initial process was painfully manual.

Contact Center 195

Contact Center CCNG Analytics Customer Experience 195

NobelBiz

MAY 20, 2021

Fred Stacey is one of the most influential voices in the Call Center space, and his culminating experience is helping organizations grow and improve every day. The post VIDEO & ARTICLE: Benefits of Call Center Speech Analytics appeared first on NobelBiz®.

Call Center 40

Call Center Analytics 40

Tethr

MAY 29, 2023

Ensuring compliance to the long list of call center regulations out there can be challenging for many call centers, particularly for BPOs.

Call Center 62

Call Center Analytics 62

Callminer

NOVEMBER 9, 2020

Call center fraud is no laughing matter. Fraud is not only on the rise in call centers generally (jumping by 350% between 2013 and 2019 ), but the spread of fraud in the midst of the COVID-19 pandemic means businesses and consumers alike must be more mindful than ever.

Call Center 345

Call Center Banking Accountability Engineering 345

Callminer

AUGUST 18, 2016

Collections contact centers and accounts receivable management (ARM) firms face a constant challenge: balancing the need to maximize payments.

Call Center 182

Call Center Analytics Contact Center Accountability 182

Tethr

AUGUST 6, 2018

Ensuring compliance to the long list of call center regulations out there can be challenging for many call centers, particularly for Business Process Outsourcers (BPOs). Inadvertent repeat calls to people who requested a “cease and desist” dropped to nearly 0. Agents were able to make 0.9%

Call Center 48

Call Center Analytics Business Process Outsourcing CRM 48

Callminer

MARCH 2, 2020

However, achieving the fastest possible resolution speed – over the course of a single call – can prove to be more complicated than it seems. There are many variables involved in handling customers’ calls efficiently enough to resolve them without need for additional contact to be made on their part. Tracking Ideas.

First call resolution 291

First call resolution Analytics Metrics Call Center 291

Provana

OCTOBER 29, 2021

Speech technologies have a tremendous potential to transform any collection-focused contact center given that most of the consumer-agent interaction is still concluded through voice processes. Speech analytics (SA) is a powerful tool that can get insights into the root cause of a problem to improve and drive business growth.

Analytics 52

Analytics Call Center Best practices Contact Center 52

Provana

AUGUST 30, 2022

Real-time speech analytics technology has tremendous potential to transform any collections-focused call center from the inside out. Read all benefits here.

Analytics 189

Analytics Contact Center Call Center Technology 189

NobelBiz

APRIL 9, 2024

Call centers play a crucial role in customer service and sales operations. However, in the middle the hustle and bustle of daily operations, it’s essential for call centers to prioritize compliance with various laws and regulations. Table of Contents What is Call Center Compliance and Why is it Important?

Call Center 105

Call Center Telemarketing Healthcare Government 105

Callminer

MARCH 23, 2020

Providing key metrics and clear numbers is primordial in any industry, and it becomes particularly challenging in the field of call centers. One of these methods is Call Center Service Levels. In this resource, you find: What constitutes calculating call center service levels. 60 calls were abandoned.

industry standards 207

industry standards Service level Call Center Metrics 207

Callminer

MAY 26, 2020

Operating a growing call center operation involves logging and assessing myriad moving elements at once. At the heart of most technological optimizations implemented within a successful call center are fine-tuned metrics. However, not all metrics make sense for a growing call center to monitor.

Call Center 340

Call Center Metrics Average Handle Time First call resolution 340

Provana

SEPTEMBER 11, 2022

Provana ICAP delivers real-time speech analytics with AI-powered call monitoring software, covering 100% of calls with automated performance and compliance reporting.

Analytics 40

Analytics Call Center 40

Myra Golden Media

APRIL 11, 2023

A whopping one-third of contact centers have laid off employees in the last 12 months, reducing their headcount by about 33%. Despite fewer resources and fewer employees, contact centers are expected to achieve the same or better results. So, if you’re ready to take your contact center to the next level, read this article!

Average Handle Time 156

Average Handle Time Contact Center First call resolution Analytics 156

Callminer

MAY 27, 2020

Call centers and contact centers operate within the same general field of customer support and outreach. Call centers came first, focusing employees on handling large streams of customer calls at once. Call Centers Focus on Phones. Contact Centers Incorporate Advanced Analytics.

Call Center 207

Call Center Contact Center Interactive Voice Response Analytics 207

CCNG

DECEMBER 6, 2020

We all know that contact centers require a thoughtful balance of People, Process and Technology. The technology in a contact center, ideally, should support and enhance the other two components (People and Process). When it comes to technology, vendors are always pushing the next big thing.

Omni-channel support 195

Omni-channel support Contact Center Technology voip 195

Callminer

MAY 29, 2019

According to a recent survey by Contact Babel of contact center professionals, over 90% of businesses record their calls, but only 34% are analyzing them with a speech analytics solution. One of the most common uses of call recordings is for quality monitoring purposes. Quality Monitoring Processes.

Contact Center 223

Contact Center Coaching Analytics Call Center 223

Provana

APRIL 21, 2022

While all collection-focused contact centers want to improve their agent performance and processes, they simply cannot handle the sheer volume of calls they need to review without the use of speech technology.

Analytics 98

Analytics Contact Center Technology Call Center 98

CX Global Media

AUGUST 8, 2019

But in more ways then one, Siri and Alexa do not have the skills to be contact center agents. You can also learn more in the webinar 3 Common Questions Contact Centers Should NEVER ask about Speech Analytics. Anthony Scodary : So, we build technology that understands conversational long-form speech from scratch.

Contact Center 246

Contact Center Coaching Call Center Analytics 246

Callminer

MARCH 12, 2020

Accommodating regulatory guidelines and remaining compliant with strict mandates can be tough for any call center organization to do. Call centers are at the bullseye in terms of their strategic attractiveness for malicious actors. Regulations That Impact Call Centers. Requests for Privacy Protection.

Call Center 182

Call Center Analytics Best practices Government 182

Callminer

SEPTEMBER 14, 2020

Business analysts play an integral role in any industry, but they’re especially vital in call center operations. They help call centers continuously optimize their processes and provide better experiences for both call center employees and the customers or clients they interact with. Allan Borch. Ethan Taub.

Call Center 182

Call Center Analytics First call resolution Metrics 182

Provana

APRIL 5, 2022

In a conventional call center setting, the high volume of calls that need to be reviewed and classified manually are too voluminous to quality score 100%. Thanks to speech technology, the need for manual QA reviews is decreasing. Thanks to speech technology, the need for manual QA reviews is decreasing.

Scripts 98

Scripts Analytics Call Center Technology 98

CX Global Media

NOVEMBER 6, 2019

Finding the right Speech Analytics Solution starts with knowing the right questions to ask. It’s also important to know that avoiding Speech Analytics mistakes requires you to know the questions not worth asking. Roger is a long-time contact center industry veteran and a respected thought-leader.

Analytics 136

Analytics Contact Center Coaching Call Center 136

Calltools

MAY 3, 2023

It can’t be said enough: the level of happiness your customers’ experience is directly linked to the experience and engagement of your call center agents. 5 Tips to Enhance Agents’ Experience Your contact center agents’ experience is just as important as your customers’ experience.

Contact Center 98

Contact Center Coaching Average Handle Time Analytics 98

JustCall

JANUARY 5, 2023

Speech analytics software analyses live or recorded calls and interpret emotional indicators. Speech analytics software uses artificial intelligence to analyze spoken language similar to voice recognition software. What is Speech analytics? Significance of Speech Analytics.

Analytics 52

Analytics Coaching Call Center APIs 52

OrecX

JANUARY 27, 2022

Contact centers and enterprises can interact and collaborate with recorded audio and associated meta data in a host of ways through real-time audio capture. Almost instantly, contact centers can now glean the quality assurance insights they need from every customer interaction rather than a mere 5% sampling.

Scripts 127

Scripts Analytics Engineering Education 127

OrecX

MARCH 3, 2022

Call recording provides a wealth of opportunity for businesses, most notably for agent performance management, quality assurance, customer intelligence, compliance, and risk mitigation. Some of these insights are most valuable when discovered as the call unfolds. Do you Need Real-Time or Post-Call?

Average Handle Time 118

Average Handle Time Analytics Engineering Government 118

ShepHyken

MAY 22, 2023

This has always been seen as high-potential technology, but in the last few months, it has been used in a more demonstrative way to address challenges faced by contact centers, especially in the post-pandemic environment. How does ChatGPT affect call centers? The employees in the frontline do more than answer phones.

Customer Service 156

Customer Service Self service Customer centricity Contact Center 156