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 Season 8 of The Office, Andy Bernard gets creative with an employee incentive plan to drive better profitability. His points system is met with apathy until he ups the ante with some pretty bizarre and embarrassing potential rewards. In typical Andy fashion, his plan backfires spectacularly. Kory Kostecka, the Director of Workforce Solutions at Paramount Staffing, believes contact centers need to adjust to attract and retain top talent, but he wouldn’t advise using Andy’s method. Instead, he offers some relatively simple strategies that will make your talent management successful in 2024 and beyond. We discuss: • Post-COVID shifts in hiring criteria • How companies can earn employee loyalty beyond pay • How to communicate career path opportunities • Big trends for 2024 • One thing younger workers want more than ever before Connect with Daniel on LinkedIn – https://www.linkedin.com/in/kory-kostecka-95b82514a/ Paramount Staffing – https://www.hireparamount.com/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
In 1989, Roxette took the world by storm with their first hit, “The Look.” Songwriter, Per Gessle wanted the band’s 2nd album, Look Sharp, to be “a little more programmed, digital, and modern” than their first effort, Pearls of Passion, so he got a synthesizer and in the process of learning to use it, wrote “The Look.” Daniel Nilsson believes support should be “a little more programmed, digital, and modern” as well. Not only does his proactive approach to support reduce support inquires, it drives more sales through channel partners. We discuss: • Why Daniel believes in always being available for Customer Support • How Preventative Support impacts product design • How good onboarding impacts Support • How great Channel Sales and Support can drive revenue • Tips and Tricks for providing great Channel Sales Support • Lessons from Marketing applied to Support • The critical attribute for successful Support professionals Connect with Daniel on LinkedIn – https://www.linkedin.com/in/danielnilssonsweden/ Daniel’s blog – https://www.daniel-one.com Much Skills – https://www.muchskills.com/ 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.
Latest from the blog
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