Webinars

How to run CX programs that generate significant ROI

Speech (a/k/a Interaction) Analytics has the power to improve both functional efficiencies and the results expected from the clients you serve in your contact center. Furthering your success is the ability to independently customize your speech analytics solution to accurately discover and address the unique operational and performance goals of your organization.

Join Shaunta Holmes of Nationwide Credit Corp as she takes the webinar audience through NCC’s initial efforts with speech analytics and how they discovered and realized improvements in key operational and agent performance areas.

How Nationwide Credit Corp Found “Silence is not Golden” and other Jewels with Speech Analytics

Speech (a/k/a Interaction) Analytics has the power to improve both functional efficiencies and the results expected from the clients you serve in your contact center. Furthering your success is the ability to independently customize your speech analytics solution to accurately discover and address the unique operational and performance goals of your organization.

Join Shaunta Holmes of Nationwide Credit Corp as she takes the webinar audience through NCC’s initial efforts with speech analytics and how they discovered and realized improvements in key operational and agent performance areas.

Top 7 Things You Need to Know to Improve Contact Center Operation and Customer Experience

Join Jerry Sokol, former CTO and designer of award winning omnichannel and analytic products. Now Principal of Biz Meets Tech, he provides practical solutions to organizations struggling with tough call center business and technology challenges. In this webinar, Jerry will outline the 7 metrics that are essential to track to help you understand the most important details of your operation. He will also provide an actionable framework for using them to improve the customer experience and contact center efficiency.

Incentives that Work – Powering your Agent Motivation Programs with Interaction Analytics

Lots of contact centres use incentives to drive up performance, but how do you know which ones really work?

Join us for this exciting webinar where we look at the effectiveness of various incentive approaches to motivate the right agent behaviour.

How To Achieve Optimal Revenue Recovery While Maintaining TCPA and FDCPA Compliancy

The 2017 CFPB Annual report is here and with predictions of increased consumer debt in 2017 comes a renewed pledge from its chairman to ensure vigilance in consumer protection. While a new administration in the white house could mean changes in regulatory policy, the challenge for collection of consumer debt firms remains the same — maximizing recovery rates while maintaining compliancy with current and future regulations.

How Frontline Migrated from Manual to Automated Scorecard with Speech Analytics

Among the immediate and well documented values of deploying a speech (interaction) analytics solution in your contact center is the opportunity to radically enhance your Quality Assurance program. By automating the monitoring, categorizing, tagging and scoring of 100% of your agent/customer interactions , your organization can now migrate from random call manual scoring to timely and comprehensive automated scorecards. The benefits are enormous. But how do you begin the scorecard migration process?

Join Frontline Asset Strategies’ Ryan Blake and James Magnuson as they review their journey from manual scoring to designing and implementing a successful automated agent scoring system.

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.