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CONNECT 13 - How Insight Toolbar and Speech Analytics Is Helping DePaul University
CONNECT 13 - How Insight Toolbar and Speech Analytics Is Helping DePaul University
CONNECT 13 - How Insight Toolbar and Speech Analytics Is Helping DePaul University
CONNECT 13 - How Insight Toolbar and Speech Analytics Is Helping DePaul University
CONNECT 13 - How Insight Toolbar and Speech Analytics Is Helping DePaul University
CONNECT 13 - How Insight Toolbar and Speech Analytics Is Helping DePaul University
CONNECT 13 - How Insight Toolbar and Speech Analytics Is Helping DePaul University
CONNECT 13 - How Insight Toolbar and Speech Analytics Is Helping DePaul University
CONNECT 13 - How Insight Toolbar and Speech Analytics Is Helping DePaul University
CONNECT 13 - How Insight Toolbar and Speech Analytics Is Helping DePaul University
CONNECT 13 - How Insight Toolbar and Speech Analytics Is Helping DePaul University
CONNECT 13 - How Insight Toolbar and Speech Analytics Is Helping DePaul University
CONNECT 13 - How Insight Toolbar and Speech Analytics Is Helping DePaul University
CONNECT 13 - How Insight Toolbar and Speech Analytics Is Helping DePaul University
CONNECT 13 - How Insight Toolbar and Speech Analytics Is Helping DePaul University
CONNECT 13 - How Insight Toolbar and Speech Analytics Is Helping DePaul University
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CONNECT 13 - How Insight Toolbar and Speech Analytics Is Helping DePaul University

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Susan Leigh, Associate Vice President, Enrollment Management & Marketing at DePaul University, discusses how DePaul University is using Insight Tool Bar and Speech Analytics to maximize utility value …

Susan Leigh, Associate Vice President, Enrollment Management & Marketing at DePaul University, discusses how DePaul University is using Insight Tool Bar and Speech Analytics to maximize utility value of these tools for this university's one-stop student contact center.

Published in: Technology, Education
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  • 1. How the Insight Toolbar and Speech Analytics puts DePaul University on Target for Success Susan Leigh Associate Vice President Enrollment Management & Marketing DePaul University
  • 2. About DePaul
  • 3. Contact Center Timeline VoIP Implementation December 2006 December 2008 Call Copy Research Began Contact Center Pilot Began March 2010 June 2010 Student Records 2nd Tier Integration Student Accounts 2nd Tier Integration December 2010 January 2011 CC Space Rehab completed Financial Aid 2nd Tier Integration April 2011 February 2012 Insight Toolbar & Speech Analytics
  • 4. 2012: Adding Speech Analytics • Technology analyzes recordings • Reports in real time • Displays in Discover portal • Displayed in “Word Cloud” • Reports easily accessible
  • 5. Speech Analytics Display in Discover Portal Word Cloud
  • 6. Speech Analytics Instant Reporting
  • 7. Speech Analytics Reporting
  • 8. Trending Speech Tags
  • 9. Uptivity Insight Toolbar
  • 10. DePaul’s Insight Scope • Small team of 11 agents • Two-tiered “Intake to Expert” • First call resolution is goal • Team more important than individual • 9-5PM only, limited long distance calls
  • 11. DePaul’s Customized Insight Toolbar Word Cloud Queue Statistics on handle rate and 1st call resolution
  • 12. Toolbar -DePaul Analytics
  • 13. Toolbar -DePaul Call Detail
  • 14. Toolbar –DePaul Call Handling
  • 15. Growing with Application • Learning how to manage Word Tags • Defining First Call Resolution means • Implemented Work Force Management
  • 16. Thank You! Questions ?

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