This document provides an overview of a 60-minute presentation on speech analytics. The presentation will feature a panel of experts from speech analytics companies discussing how speech analytics can be used to enhance the customer experience, improve business processes, and optimize agent performance. Specific use cases that will be covered include identifying customer sentiment, improving sales effectiveness, linking call recordings to agent coaching, and predicting customer churn.
Amazon Connect delivers personalized customer experience for your contact centerAmazon Web Services
Amazon Connect is a self-service, cloud-based contact center service that makes it easy for any business to deliver better customer service at lower cost. Amazon Connect is based on the same contact center technology used by Amazon customer service associates around the world to power millions of customer conversations. The self-service graphical interface in Amazon Connect makes it easy for non-technical users to design contact flows, manage agents, and track performance metrics – no specialized skills required. There are no up-front payments or long-term commitments and no infrastructure to manage with Amazon Connect; customers pay by the minute for Amazon Connect usage plus any associated telephony services.
Voice to Text to Data to Insights : Speech Analytics solution overview
Unstructured Data Analytics
Contact Center Customer Experience Analytics
Key design principles of speech analytics
Strategies for Monetizing Mobile Content, Services and Applications in 4G and...Ali Saghaeian
Some of the topics covered in this slide deck:
Monetizing Mobile Content, Services and Apps
Key Monetization Strategies & Challenges
Building New Business Model for Operators
LTE as the key opportunity for Monetization
Exploring OTT Monetization Opportunities and Services
Monetization Efforts With Mobile Network Geolocation
Recent initiatives in Data Monetization
VTiger CRM is a leading open source CRM software. Businessware Technoligies is the leading Enterprise Linux and Open Source solution provider in middle east.
Amazon Connect delivers personalized customer experience for your contact centerAmazon Web Services
Amazon Connect is a self-service, cloud-based contact center service that makes it easy for any business to deliver better customer service at lower cost. Amazon Connect is based on the same contact center technology used by Amazon customer service associates around the world to power millions of customer conversations. The self-service graphical interface in Amazon Connect makes it easy for non-technical users to design contact flows, manage agents, and track performance metrics – no specialized skills required. There are no up-front payments or long-term commitments and no infrastructure to manage with Amazon Connect; customers pay by the minute for Amazon Connect usage plus any associated telephony services.
Voice to Text to Data to Insights : Speech Analytics solution overview
Unstructured Data Analytics
Contact Center Customer Experience Analytics
Key design principles of speech analytics
Strategies for Monetizing Mobile Content, Services and Applications in 4G and...Ali Saghaeian
Some of the topics covered in this slide deck:
Monetizing Mobile Content, Services and Apps
Key Monetization Strategies & Challenges
Building New Business Model for Operators
LTE as the key opportunity for Monetization
Exploring OTT Monetization Opportunities and Services
Monetization Efforts With Mobile Network Geolocation
Recent initiatives in Data Monetization
VTiger CRM is a leading open source CRM software. Businessware Technoligies is the leading Enterprise Linux and Open Source solution provider in middle east.
A quick reference guide to help sales execs review their lead generation, qualification and opportunity sales cycle mapping to improve current business processes.
Financial Svcs: Build Customer-Centric Contact Centers with Amazon Connect an...Amazon Web Services
How can Financial Services companies meet growing customer demands for personalized, high-quality service while satisfying regulatory obligations? In this session, learn how Amazon Connect, a self-service, cloud-based contact center, can integrate with machine learning services on AWS such as Amazon Transcribe, Amazon Comprehend, and Amazon Lex to enable financial institutions to deliver transformational omni-channel experiences to their customers while complying with regulations like MiFID II, the GDPR, and the SEC's data retention rules. Learn how to use Amazon Connect to easily set up a cloud-based contact center solution that scales to support businesses of any size. Then learn how to integrate Amazon Connect with machine learning services on AWS to make contact center content available for search and analysis by natural language processing tools, which can yield valuable insights into customer sentiment, customer preferences, and the most common issues customers raise during service interactions.
The next gen IT Service Desk with JIRA Service Desk 1.0Communardo GmbH
Veranstaltung "Atlassian Roadshow: JIRA Service Desk 1.0" in Berlin am 12. November 2013.
Eine Präsentation zum Thema "The next gen IT Service Desk with JIRA Service Desk 1.0" von Tony Atkins, Lean Innovation Program Manager bei Atlassian.
Best Practices in Quality Assurance Using Speech AnalyticsCallFinder
While call center quality assurance (QA) has traditionally focused on monitoring and improving internal agent quality and compliance, solutions have been expanded to help uncover valuable insights to improve business operations and customer satisfaction. Monitoring the voice of your customers to measure and improve quality assurance standards will help you extract customer insights to leverage and use to change customer service processes, quality assurance standards, and more to improve their experiences. Most recently, analytics can be leveraged to automate the QA process and make it more objective and accurate.
How to Harness the Power of Speech Analytics in the Call CenterSpoken Communications
Speech analytics in the call center is all the rage, but what are the best practices for applying speech analytics in a call center environment? CallMiner's Craig Reines and HyperQuality's Stephanie Rainwater share insights.
While speech technology has always been an integral element within the contact center, few companies have yet to fully embrace this wealth of data to support the development of the single customer view. However, phone calls continue to dominate in the world of customer service, as voice chat remains the most reliable avenue for quick problem resolution. Thus, companies must understand that, while implementation might not be the walk in the park they’d hoped for, speech analytics have the power to drive decisions and boost retention.
Turning Text Into Insights: An Introduction to Topic ModelsDataScience
Topic models are a family of unsupervised learning algorithms that can help translate raw, unlabeled text into actionable insights. This presentation provides an overview of topic models before discussing concrete examples.
Semantic Analysis of User Browsing Patterns in the Web of Data @USEWOD, WWW2012juliahoxha
Enabling Semantic Analysis of User Browsing Patterns in the Web of Data
USEWOD Workshop, @WWW2012
A useful step towards better interpretation and analysis of
the usage patterns is to formalize the semantics of the resources
that users are accessing in the Web. We focus on this problem and present an approach for the semantic formalization of usage logs, which lays the basis for effective
techniques of querying expressive usage patterns.
We also present a query answering approach, which is useful to find in the logs expressive patterns of usage behavior via formulation of semantic and temporal-based constraints.
We have processed over 30 thousand user browsing sessions
extracted from usage logs of DBPedia and Semantic Web
Dog Food. The logs are semantically formalized using respective
domain ontologies and RDF representations of the
Web resources being accessed. We show the effectiveness of our approach through experimental results, providing in this way an exploratory analysis of the way users browse the Web of Data.
Business Systems recently sponsored The Inner Circle Guide to Customer Contact Analytics - a must read guide for any organisation who is looking to invest in a speech analytics solution.
Our Speech analytics infographic highlights some of the stats taken from the guide, outlining what organisations have achieved, following their implementation of the technology.
How To Build a Company in 60 Minutes (Plus 10 Years to Execute) – A Crash Cou...Jay DeSchutter
How to build a company in 60 minutes (plus 10 years to execute) – A crash course in lean.
A presentation given to SFU SEY Jumpstart program on the lean methodology and canvas.
The presentation was delivered by Julian DeSchutter and Paul Davidescu.
Resources:
Books
The Lean Start-Up: http://www.amazon.com/The-Lean-Startup-Entrepreneurs-Continuous/dp/0307887898
Lean Analytics: http://www.amazon.com/Lean-Analytics-Better-Startup-OReilly/dp/1449335675
Business Model Canvas: http://www.amazon.ca/Business-Model-Generation-Visionaries-Challengers/dp/0470876417
Running Lean: http://www.amazon.com/Running-Lean-Iterate-Works-OReilly/dp/1449305172
Websites:
Lean Stack: https://www.leanstack.com/
Ash Maurya - Practice Trumps Theory: http://www.practicetrumpstheory.com/
The Lean Startup: http://theleanstartup.com
Business Model Generation: http://www.businessmodelgeneration.com/canvas
How do you adequately and completely qualify a prospect before you are knee deep into the presentation? Ask qualifying questions. This presentations helps you come up with the right questions in order to qualify your prospects and their needs.
Leverage your customer data to predict your customers actions - Colin LinskyIBM SPSS Denmark
Presentation from an IBM Business Analytics seminar, held the 22th of november 2012 at IBM Client Center Nordic.
Description:
IBM has studied the success factors needed to create optimal customer experiences. Analysis is a key factor to recognize the most profitable customers, optimize sales activity and pricing as well as improve the quality of the company's encounter with the customer. We discuss how to use your customer data actively to predict and influence future customer behavior and create loyal customers.
Colin Linsky, Predictive Analytics Worldwide Retail Sector Leader, IBM
A quick reference guide to help sales execs review their lead generation, qualification and opportunity sales cycle mapping to improve current business processes.
Financial Svcs: Build Customer-Centric Contact Centers with Amazon Connect an...Amazon Web Services
How can Financial Services companies meet growing customer demands for personalized, high-quality service while satisfying regulatory obligations? In this session, learn how Amazon Connect, a self-service, cloud-based contact center, can integrate with machine learning services on AWS such as Amazon Transcribe, Amazon Comprehend, and Amazon Lex to enable financial institutions to deliver transformational omni-channel experiences to their customers while complying with regulations like MiFID II, the GDPR, and the SEC's data retention rules. Learn how to use Amazon Connect to easily set up a cloud-based contact center solution that scales to support businesses of any size. Then learn how to integrate Amazon Connect with machine learning services on AWS to make contact center content available for search and analysis by natural language processing tools, which can yield valuable insights into customer sentiment, customer preferences, and the most common issues customers raise during service interactions.
The next gen IT Service Desk with JIRA Service Desk 1.0Communardo GmbH
Veranstaltung "Atlassian Roadshow: JIRA Service Desk 1.0" in Berlin am 12. November 2013.
Eine Präsentation zum Thema "The next gen IT Service Desk with JIRA Service Desk 1.0" von Tony Atkins, Lean Innovation Program Manager bei Atlassian.
Best Practices in Quality Assurance Using Speech AnalyticsCallFinder
While call center quality assurance (QA) has traditionally focused on monitoring and improving internal agent quality and compliance, solutions have been expanded to help uncover valuable insights to improve business operations and customer satisfaction. Monitoring the voice of your customers to measure and improve quality assurance standards will help you extract customer insights to leverage and use to change customer service processes, quality assurance standards, and more to improve their experiences. Most recently, analytics can be leveraged to automate the QA process and make it more objective and accurate.
How to Harness the Power of Speech Analytics in the Call CenterSpoken Communications
Speech analytics in the call center is all the rage, but what are the best practices for applying speech analytics in a call center environment? CallMiner's Craig Reines and HyperQuality's Stephanie Rainwater share insights.
While speech technology has always been an integral element within the contact center, few companies have yet to fully embrace this wealth of data to support the development of the single customer view. However, phone calls continue to dominate in the world of customer service, as voice chat remains the most reliable avenue for quick problem resolution. Thus, companies must understand that, while implementation might not be the walk in the park they’d hoped for, speech analytics have the power to drive decisions and boost retention.
Turning Text Into Insights: An Introduction to Topic ModelsDataScience
Topic models are a family of unsupervised learning algorithms that can help translate raw, unlabeled text into actionable insights. This presentation provides an overview of topic models before discussing concrete examples.
Semantic Analysis of User Browsing Patterns in the Web of Data @USEWOD, WWW2012juliahoxha
Enabling Semantic Analysis of User Browsing Patterns in the Web of Data
USEWOD Workshop, @WWW2012
A useful step towards better interpretation and analysis of
the usage patterns is to formalize the semantics of the resources
that users are accessing in the Web. We focus on this problem and present an approach for the semantic formalization of usage logs, which lays the basis for effective
techniques of querying expressive usage patterns.
We also present a query answering approach, which is useful to find in the logs expressive patterns of usage behavior via formulation of semantic and temporal-based constraints.
We have processed over 30 thousand user browsing sessions
extracted from usage logs of DBPedia and Semantic Web
Dog Food. The logs are semantically formalized using respective
domain ontologies and RDF representations of the
Web resources being accessed. We show the effectiveness of our approach through experimental results, providing in this way an exploratory analysis of the way users browse the Web of Data.
Business Systems recently sponsored The Inner Circle Guide to Customer Contact Analytics - a must read guide for any organisation who is looking to invest in a speech analytics solution.
Our Speech analytics infographic highlights some of the stats taken from the guide, outlining what organisations have achieved, following their implementation of the technology.
How To Build a Company in 60 Minutes (Plus 10 Years to Execute) – A Crash Cou...Jay DeSchutter
How to build a company in 60 minutes (plus 10 years to execute) – A crash course in lean.
A presentation given to SFU SEY Jumpstart program on the lean methodology and canvas.
The presentation was delivered by Julian DeSchutter and Paul Davidescu.
Resources:
Books
The Lean Start-Up: http://www.amazon.com/The-Lean-Startup-Entrepreneurs-Continuous/dp/0307887898
Lean Analytics: http://www.amazon.com/Lean-Analytics-Better-Startup-OReilly/dp/1449335675
Business Model Canvas: http://www.amazon.ca/Business-Model-Generation-Visionaries-Challengers/dp/0470876417
Running Lean: http://www.amazon.com/Running-Lean-Iterate-Works-OReilly/dp/1449305172
Websites:
Lean Stack: https://www.leanstack.com/
Ash Maurya - Practice Trumps Theory: http://www.practicetrumpstheory.com/
The Lean Startup: http://theleanstartup.com
Business Model Generation: http://www.businessmodelgeneration.com/canvas
How do you adequately and completely qualify a prospect before you are knee deep into the presentation? Ask qualifying questions. This presentations helps you come up with the right questions in order to qualify your prospects and their needs.
Leverage your customer data to predict your customers actions - Colin LinskyIBM SPSS Denmark
Presentation from an IBM Business Analytics seminar, held the 22th of november 2012 at IBM Client Center Nordic.
Description:
IBM has studied the success factors needed to create optimal customer experiences. Analysis is a key factor to recognize the most profitable customers, optimize sales activity and pricing as well as improve the quality of the company's encounter with the customer. We discuss how to use your customer data actively to predict and influence future customer behavior and create loyal customers.
Colin Linsky, Predictive Analytics Worldwide Retail Sector Leader, IBM
Charlie Hebdo Responses/Cartoonistsrights.org Collection Joanne Conger
(1/8/2015) This presentation has been updated since the attacks of 1/7/2015 to include the continued response by editorial cartoonists from all over the world.
The Cartoonists Rights Network International (http://cartoonistsrights.org/donate/) has collected 650 editorial cartoons in response to the attacks on Charlie Hebdo from all over the world. New cartoons will be added every day until we feel we have most of what was draw between January 7 and January 14th, 2015. All effort has been made to properly credit where attribution is uncertain. Please let Joanne Conger know if there are changes that should be made and they will be made, immediately. If you would like your image removed from this slideshow, do not hesitate to let us know. None of the images are property of CRNI and are here for EDUCATIONAL PURPOSES ONLY. Please send your images to joanne.conger@gmail.com.
Social: Session 7: Turbocharging Customer Service Through Social TechnologiesSugarCRM
Social media - Twitter, Facebook, discussion forums, ideation communities, social listening platforms to name a few - can be used to help companies deliver a customer service experience that aligns with customer expectations. This alignment ultimately results in a more loyal customer base and a quantifiably larger wallet share. However, the value of these social technologies can’t be realized by just bolting them onto a suboptimal contact center. This presentation describes the foundational elements that your contact center must get right before you consider adding social technologies, and how social technologies can be deployed in a manner that extends current capabilities, and reinforces the customer experience and company brand.
Recent presentation discussing the latest trends in multi-channel commerce and how CP/Retail customers can manage these effectively. Discussing the impact of Mobile and Social on the overall custromer experience and how a 'blended' approach to channels is key.
Make money with big data by organizing your company around your customers. I presented this deck at the Cybera Big Data #cybersummit 2012 in Banff, Canada. In it, I talk about customer loyalty, how to use driver and linkage analysis to sort out both what's important to your customers and what will drive sustainable revenue for your business. Case studies include a SaaS software company, and U.S. Hospital patient experience data based on HCAHPS patient surveys from 4,610 health care facilities nationwide.
La Experiencia del Cliente: cumpliendo con la promesa de la marcaMundo Contact
Santiago Ontañón, Director de Ventas para Retail de Oracle México en el marco del Congreso CRM + Social Media + Centros de Contacto México 2012 en el WTC de la Ciudad de México
Achieving Dialogue In The Age Of The Omni-Channel CustomerG3 Communications
"Blast" marketing strategies of the past are no longer sufficient to engage today's customers and foster loyalty. Typical campaign response rates have plummeted while customer opt-out rates have ascended, limiting your ability to converse with even your most valuable customers. New automated dialogue strategies can help retailers create a seamless experience across all channels and engage with each of their customers as individuals, connecting every customer communication - outbound, inbound, marketing, sales or service - into an ongoing dialogue where customer insight and understanding forms the basis for each and every interaction.
Presentación de Ana del Amo, Principal Sales Consultant en Oracle para la jornada Plataformas y soluciones eCommerce, celebrada el pasado día 15 de Junio de 2010
Paul Leamon presents common back office challenges, and defines what a world-class back office looks like, and how to build one. Additionally, explains the business impacts of becoming a world-class back office.
Similar to 60 ideas in 60 minutes - Speech Analytics (20)
Attending a job Interview for B1 and B2 Englsih learnersErika906060
It is a sample of an interview for a business english class for pre-intermediate and intermediate english students with emphasis on the speking ability.
Implicitly or explicitly all competing businesses employ a strategy to select a mix
of marketing resources. Formulating such competitive strategies fundamentally
involves recognizing relationships between elements of the marketing mix (e.g.,
price and product quality), as well as assessing competitive and market conditions
(i.e., industry structure in the language of economics).
RMD24 | Debunking the non-endemic revenue myth Marvin Vacquier Droop | First ...BBPMedia1
Marvin neemt je in deze presentatie mee in de voordelen van non-endemic advertising op retail media netwerken. Hij brengt ook de uitdagingen in beeld die de markt op dit moment heeft op het gebied van retail media voor niet-leveranciers.
Retail media wordt gezien als het nieuwe advertising-medium en ook mediabureaus richten massaal retail media-afdelingen op. Merken die niet in de betreffende winkel liggen staan ook nog niet in de rij om op de retail media netwerken te adverteren. Marvin belicht de uitdagingen die er zijn om echt aansluiting te vinden op die markt van non-endemic advertising.
Putting the SPARK into Virtual Training.pptxCynthia Clay
This 60-minute webinar, sponsored by Adobe, was delivered for the Training Mag Network. It explored the five elements of SPARK: Storytelling, Purpose, Action, Relationships, and Kudos. Knowing how to tell a well-structured story is key to building long-term memory. Stating a clear purpose that doesn't take away from the discovery learning process is critical. Ensuring that people move from theory to practical application is imperative. Creating strong social learning is the key to commitment and engagement. Validating and affirming participants' comments is the way to create a positive learning environment.
Memorandum Of Association Constitution of Company.pptseri bangash
www.seribangash.com
A Memorandum of Association (MOA) is a legal document that outlines the fundamental principles and objectives upon which a company operates. It serves as the company's charter or constitution and defines the scope of its activities. Here's a detailed note on the MOA:
Contents of Memorandum of Association:
Name Clause: This clause states the name of the company, which should end with words like "Limited" or "Ltd." for a public limited company and "Private Limited" or "Pvt. Ltd." for a private limited company.
https://seribangash.com/article-of-association-is-legal-doc-of-company/
Registered Office Clause: It specifies the location where the company's registered office is situated. This office is where all official communications and notices are sent.
Objective Clause: This clause delineates the main objectives for which the company is formed. It's important to define these objectives clearly, as the company cannot undertake activities beyond those mentioned in this clause.
www.seribangash.com
Liability Clause: It outlines the extent of liability of the company's members. In the case of companies limited by shares, the liability of members is limited to the amount unpaid on their shares. For companies limited by guarantee, members' liability is limited to the amount they undertake to contribute if the company is wound up.
https://seribangash.com/promotors-is-person-conceived-formation-company/
Capital Clause: This clause specifies the authorized capital of the company, i.e., the maximum amount of share capital the company is authorized to issue. It also mentions the division of this capital into shares and their respective nominal value.
Association Clause: It simply states that the subscribers wish to form a company and agree to become members of it, in accordance with the terms of the MOA.
Importance of Memorandum of Association:
Legal Requirement: The MOA is a legal requirement for the formation of a company. It must be filed with the Registrar of Companies during the incorporation process.
Constitutional Document: It serves as the company's constitutional document, defining its scope, powers, and limitations.
Protection of Members: It protects the interests of the company's members by clearly defining the objectives and limiting their liability.
External Communication: It provides clarity to external parties, such as investors, creditors, and regulatory authorities, regarding the company's objectives and powers.
https://seribangash.com/difference-public-and-private-company-law/
Binding Authority: The company and its members are bound by the provisions of the MOA. Any action taken beyond its scope may be considered ultra vires (beyond the powers) of the company and therefore void.
Amendment of MOA:
While the MOA lays down the company's fundamental principles, it is not entirely immutable. It can be amended, but only under specific circumstances and in compliance with legal procedures. Amendments typically require shareholder
Unveiling the Secrets How Does Generative AI Work.pdfSam H
At its core, generative artificial intelligence relies on the concept of generative models, which serve as engines that churn out entirely new data resembling their training data. It is like a sculptor who has studied so many forms found in nature and then uses this knowledge to create sculptures from his imagination that have never been seen before anywhere else. If taken to cyberspace, gans work almost the same way.
The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
What is the TDS Return Filing Due Date for FY 2024-25.pdfseoforlegalpillers
It is crucial for the taxpayers to understand about the TDS Return Filing Due Date, so that they can fulfill your TDS obligations efficiently. Taxpayers can avoid penalties by sticking to the deadlines and by accurate filing of TDS. Timely filing of TDS will make sure about the availability of tax credits. You can also seek the professional guidance of experts like Legal Pillers for timely filing of the TDS Return.
Personal Brand Statement:
As an Army veteran dedicated to lifelong learning, I bring a disciplined, strategic mindset to my pursuits. I am constantly expanding my knowledge to innovate and lead effectively. My journey is driven by a commitment to excellence, and to make a meaningful impact in the world.
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
5. Become Part of a VOC Community
VOC programs are becoming more complex and much more
strategic within many organizations.
Leverage insights from other customer experience executives
from within and outside your industry.
Sharing knowledge, ideas, best practices and successful case
studies is a great way to increase your chances of success.
– Look for a vendor that has an existing community of VOC executives
and speech analytics users.
– Some vendors also offer consulting services from experienced VOC
analysts that can help you achieve rapid and significant return on
your VOC investment.
5
6. Comprehensive Call Reason Tracking
Most companies identify just one reason for a call.
Measuring all call topics provides a deeper view into customer needs.
“I’m calling to activate my phone.”
“I have a new phone that needs to be activated.”
“Can you help me activate a phone?”
8. Combine Speech Analytics with Real-Time Decisioning and Guidance
Workforce Quality Cross-Channel
Management Management Interaction Analytics
Real-time
Next-Best-Action
Guidance
Next-Best-Offer
for Sales &
Predictive Campaign Real-Time CRM & Retention
Next-Best-Offer Management Speech Desktop
Model Analytics Applications
9. Holistic Voice of the Customer
conversations conversations
THEY initiate WE initiate with
with us? them?
Phone Calls IVR Survey
Chat
Email/Web
Survey
E-mail
Post Call
Survey
PUBLIC conversations
Web Social Media Communities 9
10. Link Best Practice Call Libraries to Coaching Sessions
Supervisor
Coaching Session
Agent
17. Providing Early Warning
Social Media
Public Domain
Enterprise Domain
Calls More Context
Higher Relevancy
Higher Cost
Direct Customer
Early Warning
Feedback
Emails
Chat
17
20. Take a Holistic Approach of The Voice Of The Customer
Interaction Analytics + Customer Survey Feedback + Customer Journey =
The Complete Voice of the Customer
21. Get More From Your Quality Monitoring
Random Call Monitoring Typically
Sample Mostly “Average” Calls
• Low Customer Sat • High Customer Sat
• Disconnects • High quality
• High AHT • High efficiency
• Holds, Transfers • Sale achieved
• Silence/Dead Air
• Repeat calls
• Anger
Distribution of Quality
of Customer Contacts
21
22. I Wonder How Often ………
Talking about survey biases results and adds 4 sec to AHT
24. Use Speech Analytics to Optimize Customer Lifetime Value
From Workforce Optimization to Customer Lifetime Value
25. Focused Quality Can Significantly Increase ROI
Random Sample + Speech Analytics = 100% View
• Low CSAT • High CSAT
• High AHT • Complement
• Holds, Transfers • Sale closer
• Silence/Dead Air • Retention
• Repeat calls • New issues
• Anger/Emotion • Objections
Distribution of Quality
of Customer Contacts
25
25
26. Form Comprehensive View of Customer Activity
Analyze interactions by contact reason
Provide unified reporting of customer activity
Assess conditions driving customers to high cost solutions
28. Customer Churn Prediction with Speech analytics
Identify Churn Signals
Calculate Churn Risk Score for each
Interaction
Proactively reach out to customers at risk
with retention offerings
29. Improving Sales Conversion
Increase Sales
Conversion
Identify rate of success of each step
Pinpoint best and worst agents
Surface positive language and best to reduce
Find how practices
none value calls
Upsell 60.0%
57.6% “Can I have
Success 49.8%
… increase number another
# Calls Rate 50.0% of proposals moment of
40.0%
your time?”
… and drive
32.8% 32.3%
“you could 30.0% 50 %
23.5%
Average conversion
Rate
the earning 35 %
20.0% 15.1%
interest on 8%
12.9%
11.4%
this balance” 10.0% 6.3% Key
phrases
In the call
0.0%
29
29
30. Identify Frequency and Placement of Skill
Build rapport Feature + benefit
early in call better than feature
only
32. Convert Service Calls to Sales Calls with Speech Analytics
Hidden Opportunity
“Hi, I am moving in with my boyfriend
(we’re getting married in November).
I need to change my address.”
Stated Topic
33. Focus on What Matters Most
To Your Customers and Business
• Analyzed “lost customer” interactions
• Built “At Risk” VOC Category:
– Ridiculous, You People, Looking NEAR Statement…
• Saved 86% of at risk accounts by reaching out proactively
• Total of 4500 accounts saved
• Initial ROI achieved within 7 weeks
Saved Cost
Revenue (Verint + Staffing)
ROI
$12.5M $11.9M
$600,000
33
34. Use Automation to Uncover Emerging Trends
Speech I got the new phone I’m having trouble with my I just recently bought the
to Text model…it seems to be phone….the data service newest phone
dropping calls works fine but my new model…..the video
frequently….I upgraded phone seems to drop camera is great…the
my account to a family calls…you guys should internet service has been
plan because of the recent have thought of that spotty…my new phone
Customer promotion on the family sooner has been dropping a lot
Text
plan…….. of calls…
Analytics
Discovery Analytics
Agent
Movers and Shakers
Customer Term Percent Change
Interactions
new phone dropping calls 376.1%
one month free 25.8%
they’re overcharging me 5.8%
recent tv advertisement -8.6%
broken product in mail -18.6%
cancel my account -21.3%
trouble with form on website -23.5%
40. Combine Speech Analytics Insight with External Data
Keywords and Topics Misinformed
Speech
Talk Over Analysis
Phone Frustrating
Emotion Detection
Call Flow Analysis This is the 2nd time I’m calling
Desktop Analytics
Context
Customer Demographics
Web
Interaction History
Phone
Survey Customer Feedback
41. What ROI to Except ?
Business Pain Example ROI
Increase First
• 10-15% less repeat calls
Contact Resolution
Improve Customer • 10-20% less dissatisfied
Satisfaction callers
Improve Self- • 30-40% reduction in
Service related calls
• 5-15% increase in
Increase Sales
conversion
Reduce Customer • 10-25% less cancellation
Churn calls
41
42. Automate the QM Process
Example: Critical Sales Skills Mapped Skill Phrases
Build Rapport
How are you today
What’s the weather like
How long have you lived in
Building Rapport
Probe for Customer
Being Courteous Needs
Probing for Customer What are you trying to do
Needs What is most important to you
What are you looking for
Educating the
Customer Create Urgency
Create Urgency If you buy now
The prices are great now
Asking for the Sale
We are having a sale right now
44. Determine Agent Skills that are Most Important
Top and Bottom Agents: Skill Usage Comparison
Key differentiators
to sales conversion
Even top performers are not
good at discussing benefits
No
significant
impact on
sales
conversion
Top performers follow sales
process significantly more than
bottom performers