The Power of Quality Monitoring & Speech Analytics – Working Together
As the growth of technology and artificial intelligence permeate the workplace, few can deny the obvious benefits of computer-driven analytics. Computers can data crunch millions of records, solve complex equations within seconds and build widget after widget – without ever tiring. There are limitations to the abilities of a machine though. Ask a computer to understand sarcasm, or detect emotion and it will fall short every time. As Forbes contributor, Roger Wu, once described in an article, what’s often missing is “that secret sauce – the ability of humans to read between the lines, pick up contextual cues and insights from abstract concepts.”
Top 3 Reasons for Customer Frustration [Infographic]
As customer service methods constantly evolve to adhere to the demands of digitally-savvy customers, critical customer experience gaps can form, leaving consumers frustrated rather than delighted. The Northridge Group’s annual State of Customer Service Experience 2017 report analyzed the impact of digital developments on customer experience and identified specific successes and frustrations of today’s consumers.
Coaching Call Center Agents
Companies spend a lot of money, resources and time creating quality monitoring programs that enhance their customer experience, however much of their effort is wasted when guidelines are not reinforced properly and improving call center agent behaviors is not the focus. To keep employees performing at their best, it is essential to maintain a proactive coaching program that focuses on using the actionable insights from the QM program and coaching to the teachable skills.
5 Things to Look for in a Telecom Expense Management Vendor
In the Age of Information, effective utilization of technology in the workplace is crucial for growing and establishing businesses. Recently, the focus has been on corporate liable devices, specifically those with wireless capabilities. Managing these necessary technologies, however, can be complicated and counterproductive; oftentimes, technology implemented to foster workplace efficiency ends up being more of a hindrance than a help.
Planning for a Successful Contact Center Platform Migration
Industry leading organizations usually have one common goal – to provide the best service experience to their customers. Technology is undoubtedly a critical component of delivering service excellence; however, technology that’s outdated or ineffective can oftentimes put a strain on operations and hinder customer experience goals. When contact center leaders seek solutions to improve service delivery, they might consider upgrading their contact management platform to include enhanced capabilities such as Courtesy Callback, presence management and Omni channel integration. A call center technology migration is a significant investment both financially and operationally, which is why strategic planning is imperative to consider all the many dependencies and impacts it will have on existing processes and operations.
3 Best Practices for Big Data Security
Digital data is growing faster than ever before. In fact, it is estimated that by 2020 there will be 44 trillion gigabytes of digital data being created and copied on an annual basis. With the rise in data production and consumption, utilizing advanced data analytics is not just a competitive differentiator for companies anymore; it’s a crucial sign of an innovative and successful business.
How to Enhance the Offshore Customer Experience
In a marketplace with shifting paradigms and evolving technologies, it’s easy for enterprises to lose focus on the value of the customer experience. However, success begins and ends with the customer. As more technologies emerge, customers expect to reach businesses from a variety of touch points.
Why Every Marketing Team Needs a Quality Monitoring Program
A critical success factor for any Marketing team is achieving a clear line of sight into customer needs and preferences, which gives businesses the ability to make proactive, informed business decisions. But with customer behaviors rapidly evolving, it’s important to continue asking those fundamental questions – Do I know my customer? Do I know what their problems or pain points are? Do I have a firm grasp of my buyer personas? What’s often the case is that we may think we know the answers to these questions, but in reality, your customers’ problems, preferences and reasons for contact may have changed. So, what if you had a real-time data source that provided you the answers to these questions (plus a few others) and it came directly from your customers? Sounds like a dream marketing tool. The truth is, the dream can become a reality and it starts with your call center. Your call center serves as a critical touch point that creates and nurtures customer relationships with your brand. Tapping into those critical interactions through a quality monitoring program allows leaders at all levels of the organization in all departments, especially Marketing, to glean valuable customer insights. Let me explain.