Questioning if Speech Analytics are Right for Your Call Center?
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.
We Don't Take No for an Answer featuring Jim Tincher
In 1995’s Tommy Boy, Tommy Callahan used a story (rather unsuccessfully) to paint a customer experience, in this case, a B2B2C (Business to Business to Consumer) customer experience. His effort left more than a little to be desired. While stories can be an effective way to present the Customer Experience, Jim Tincher learned long ago that stories aren’t enough. After cutting his teeth in CX at Best Buy, he fell in love with B2B CX and eventually wrote a book on the subject titled Do B2B Better: Drive Growth Through Game-Changing Customer Experience. I asked him to join Next in Queue to talk about B2B CX and I didn’t take no for an answer! We discuss: • The differences between B2C, B2B, and B2B2C • The most critical customer emotions to measure • How AI will be incorporated differently in B2B CX • What separates “CX Changemakers” from “CX Hopefuls” • The potential future of customer surveys • One piece of advice regarding presenting to executives Connect with Jim on LinkedIn – https://www.linkedin.com/in/jimtincher/ Books by Jim Tincher – https://www.amazon.com/stores/author/B07SNVH1DD?ingress=0&visitId=09a00189-8c45-4425-8a29-8f575cc5548d&store_ref=ap_rdr&ref_=ap_rdr Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/ #b2b #customerexperience #survey #ai
Aussies' Secret Goodbye Phrase
Aussie diversity, Riding (and boxing) Kangaroos, and saying goodbye - Luke Jamieson gives some insights into actual Australians! #aussie #australia #secrets #goodbye
5 Common Call Center Quality Assurance Problems and How to Fix Them
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How Speech Analytics is Changing the Contact Center
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.
Transcript Analysis vs. Conversation Intelligence
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.
Smells Like NFTeen Spirit
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!!
The Top 15 Contact Center Metrics You Should Know
Here are 15 top contact center metrics, what they mean, and why you need to know them.
Why Average Handle Time Matters
Spoiler alert - Average Handle Time targets aren't about money - they're about customer experience. And here's why this metric is so important...
Are You Making These Post-Interaction Survey Mistakes?
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 Top 10 Dos and Don'ts for Contact Center Scripts
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.
3 Steps to Reduce Call Center Turnover Rate
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.
Release Notes: Scheduled Reports & Breaking Down By Disposition
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Why Virtual Y-Jacking is Better than Traditional Y-Jacking in NICE
Reap the benefits of direct observation while eliminating these shortcomings with Virtual Y-Jacking.
Domo arigato, Mr. Roboto
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?
Are you still there?!
"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.
Green Eggs and Ham
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.
Customer Experience at the Point of Contact
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