Webinars

Improving agent performance and customer experience through journey based Interaction Analytics

Achieving optimal contact outcomes and an ideal experience for your customers takes alignment of your goals, technologies and processes into a well-choreographed and smoothly run operation. Yet how do you identify what is working right and what needs improvement that can positively impact the customer experience throughout the journey?

Join Mike Hull, Director, Business Analytics at Trade Global as he presents his team’s use of Customer Journey-Based Interaction Analytics to: uncover and solve repeat call drivers; improve agent performance tracking and training; and trend and report on systematic product and process issues that impact customer experience and satisfaction.

Motivating Agents To Take More Ownership Over Their Work To Deliver Better Customer Outcomes

It’s no secret to customer engagement professionals that having agents that are inspired to do their best every day is critical to delivering optimal business outcomes. Yet how do you create an environment where your agent community remains motivated to help meet your business objectives?

Attend this enlightening webinar to learn how to avoid the common factors that lead to uninspired agent performance. You’ll also learn about the automated performance feedback tools that activate self-improvement and, about the programmes you can institute to sustain improved agent performance and optimal business outcomes.

API Webinar: How to Leverage SDKs and Embedded Data through APIs to Extend Speech Analytics Functionality

This Educational Webinar is the 2nd in our three-part series on applying the power of speech analytics outside of the platform itself through the use of API’s (Application Programing Interfaces). Among the content for this session will include an overview of software development kits (SDK) and how these tools are used for the creation of applications. This informative presentation will also highlight some common tips and tricks when using an SDK and will also feature a real “embedded” application use case example of building and automated scorecard into a third party platform.

How Speech Analytics Addresses Efficiency Sapping Agent Behaviors to Impact Talk and Wrap Up Time

Contact Centers are pressed to realize ideal contact outcomes while achieving optimal operational efficiency. Speech analytics affords contact centers the ability to analyze 100% of customer interaction to help assess where agent behavior and efficiency improvements can be made.

How Encore and Open English Gain Award Winning Marketing Insights with Speech Analytics

In sales based contact center environments, how calls are handled from the moment the phone rings to the completion of the call has tremendous influence on the ultimate success of that interaction. Understanding call flow, agent skill sets and customer sentiment are key metrics to assess and address in order to have optimal outcomes with your customers. That’s where Interaction (a/k/a Speech) Analytics come in.

How API’s Extend Speech Analytics beyond the Contact Center

In sales based contact center environments, how calls are handled from the moment the phone rings to the completion of the call has tremendous influence on the ultimate success of that interaction. Understanding call flow, agent skill sets and customer sentiment are key metrics to assess and address in order to have optimal outcomes with your customers. That’s where Interaction (a/k/a Speech) Analytics come in.

How HomeServe USA Improved Agent Performance, CX and Results with Speech Analytics

In sales based contact center environments, how calls are handled from the moment the phone rings to the completion of the call has tremendous influence on the ultimate success of that interaction. Understanding call flow, agent skill sets and customer sentiment are key metrics to assess and address in order to have optimal outcomes with your customers. That’s where Interaction (a/k/a Speech) Analytics come in.

Roundtable – Best Practices in First Contact Resolution

Customers want a resolution to service and purchase inquiries delivered in a seamless fashion across an expanding number of channels of interaction. Understanding FCR is crucial to the success of your contact center as it drives customer satisfaction, profitability and overall workplace efficiency. It comes as no surprise that call centers should have metrics in place to properly monitor FCR – given its immense value.

Achieving Patient Experience Excellence with Speech Analytics

With the patient community becoming increasingly more reliant on healthcare contact centers for appointment scheduling, health plan enrollments, billing, insurance and more, patient satisfaction is more important than ever. To deliver improved patient satisfaction and the entire patient experience, many healthcare providers are implementing speech analytics.

Customer Service is the New Marketing – CRM Media Roundtable

There has been a tremendous shift in moving customer service departments from a cost center to a customer engagement hub that listens to customers, elevates conversations, strengthens loyalties, and creates brand advocates. To do this successfully requires an organization to truly know its customers and leverage that information to consistently deliver positive experiences for them. While this might sound like a daunting task, it doesn’t have to be.