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.
Mark Levy got into technology in the late 90’s – the early days of the internet. In the years that followed, he’s worked with some of the largest brands in the world on their Digital and CX strategies. It’s no surprise, then, that he’s an evangelist of improving the Digital Customer Experience (DCX). We touch on: • What Digital Transformation means • First Steps for Digital Transformation • How to measure the success of your digital transformation efforts • The role and future of Conversational AI • How Digital Transformation impacts the Contact Center • Pitfalls to avoid for successful transformation efforts Connect with him on LinkedIn - https://www.linkedin.com/in/marklevy/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/
Sandy Murphy started her own offshore BPO in 2021 after years cutting her teeth in the industry. But she found her true purpose after Typhoon Rai (Odette) hit the Philippines in December of 2021 and impacted her team members. Her mission became to change the way customer engagement professionals are treated. We touch on: • How cloud-based systems have lowered the barrier to entry for starting a new BPO • How low overhead allows for higher agent pay • Hiring and promoting people who care • Leading with kindness • The impacts of leading through fear • The importance of having clients that align with your culture Connect with her on LinkedIn - https://www.linkedin.com/in/sandymurphy1/ CXstomer - https://cxstomer.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.
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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