Speech Analytics is a technology that transcribes and analyzes phone calls between customers and call center agents, but is it right for your call center?
Next in Queue
Next in Queue will introduce you to people in and around the Contact Center and CX industries who share their stories and expertise.
In the 1939 film, The Wizard of Oz, Dorothy’s dog, Toto, pulls back a curtain to reveal the Wizard to be just an ordinary man, operating machinery that projects a gigantic, ghostly, and intimidating image of his face. The Wizard had built his reputation using technology that no one in the merry old land of Oz understood. Today, there’s a technology impacting Customer Experience that few understand – algorithms. My guest this week is Dennis Wakabayashi and he is on a mission to help people understand how marketing fits into modern CX and how technology is changing the landscape. This week on Next in Queue, we discuss: • The 3 Algorithms that shape CX • The fundamental change in Social Media marketing professionals need to be aware of • The surprising name that might become the next MySpace • How ChatGPT will change CX in unexpected ways • Where Revenue “Leaks” Occur in the Customer Journey • The CX Leadership Alignment Strategy that Works Connect with Dennis on LinkedIn – https://www.linkedin.com/in/denniswakabayashi/ Follow Dennis on Twitter – @CXCreator Visit the website – https://denniswakabayashi.com/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
In 1990, Public Enemy released “Fight the Power” from their third album, one of the most popular and influential songs in hip hop history: People, people we are the same No we're not the same 'Cause we don't know the game What we need is awareness, we can't get careless You say what is this? My beloved let’s get down to business Mental self-defensive fitness Don't rush the show You gotta go for what you know Make everybody see, in order to fight the powers that be The song is, among other things, a call to recognize and mitigate the bias that guides our decisions and attitudes. 30+ years later, our recognition of our own bias is still suspect and can impact basic functions of support and service organizations like Quality Assurance. My guest this week is Ines van Dijk and she is on a mission to build better quality programs and Fight the Bias along the way. This week on Next in Queue, we discuss: • The Strategic Purpose of QA (Quality Assurance) • 3 Common Types of Bias in QA • How AI can both Mitigate and Amplify Bias • Strategies for Mitigating Bias • The First Step to Building a QA Process Connect with Ines on LinkedIn – https://www.linkedin.com/in/inesvdijk/ https://qualityinsupport.com/reducing-bias-in-reviews/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
Quality Management programs in many contact centers suffer from the same common problems. Let’s analyze each of those problems.
Simply put, speech analytics is the automated process of analyzing conversations. Customer contact centers (call centers if you’re old-school!) increasingly employ these solutions to surface information from customer interactions to improve future customer experiences.
Do you know the difference between Conversation Intelligence and Transcript Analysis? The waters are quite muddy here and the terms are often used interchangeably however there are differences between the two terms and we will explore those terms and how they’re different but also how they might work together to achieve your goals.
Ownership in the world of NFTs is murky at best. I'm not even entirely sure what I own given that the photo can be copied, shared, and even turned into another NFT that someone else owns. Luckily, demonstrating ownership in the context of a contact center is much simpler!!
Here are 15 top contact center metrics, what they mean, and why you need to know them.
Spoiler alert - Average Handle Time targets aren't about money - they're about customer experience. And here's why this metric is so important...
Customer feedback is critical to understanding how you’re performing and how you can improve. But how you implement a system of feedback is critical to its success.
The word "script" in the context of a contact center is often considered a dirty word, but when done correctly, it can be an effective tool.
High agent turnover is one of the biggest problems facing call centers today and has a dramatic effect on not only the bottom line but the quality of service call centers are able to offer.
Our February product recap where we review Scheduled Reports, Interaction Cases and more.
Reap the benefits of direct observation while eliminating these shortcomings with Virtual Y-Jacking.
AI is answering phone calls for dinner reservations, but does its defining characteristic (being artificial) become a restriction when it comes to understanding a customer's request?
"Hold music" is a way to let one side of the conversation know that the call is still connected while they wait and an effective way for Agents to focus on the customer's issue. Proper hold technique is easy to master and contains only 3 elements.
Not only did Dr. Seuss win a $50 bet that he could not write a book with only 50 words, he wrote one of the more enduring children’s books of all time – Green Eggs and Ham. This “simple” book is full of lessons that are worth revisiting.
The digital experience for the customer is well defined. How about the agent’s experience? Elevating the playing field for the agent allows the organization to anticipate and exceed customer expectations.
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Speech Analytics is a technology that transcribes and analyzes phone calls between customers and call center agents, but is it right for your call center?Read the Full Post