Driving Value for Utilities using Speech AnalyticsPam Jeffries
Speech analytics can turn your call center recordings into insights that yield real business benefits. Built by our experts for a live webinar, these slides will share how speech analytics “as-a-service” capabilities can help your utility increase first-call resolution, lower cost to serve, and increase overall customer satisfaction.
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.
Speech analytics can provide insights from customer conversations to understand sentiment, identify issues, and improve processes. It analyzes calls using speech engines, indexing, and analytics to provide insights for reducing costs, improving customer experience, and increasing revenue. While traditional solutions have limitations, speech analytics can accelerate insights through a natural language processing approach to calls. For example, it can improve compliance audits by analyzing 100% of calls to identify issues rather than a small sample, leading to more consistent feedback and training for agents.
Enghouse is a global software and services company that trades on the Toronto Stock Exchange. It has over 1200 employees globally and annual revenues over $250 million. The company focuses on developing customer communications software and services for telecommunications, contact centers, and transportation. It has a portfolio of products including contact center suites, self-service applications, workforce management, and quality management suites. The company aims to integrate these products and expand into new markets through acquisition and organic growth.
Harness the Power of Speech Analytics for Benefits across FunctionsUniphore
This presentation details on how Speech Analytics goes beyond contact centers to drive performance across functions through compelling business insights.
As an independent provider of Speech Analytics technology, Business Systems offers a unique perspective having seen a lot of implementations over the last few years spanning many different technologies, some have gone exceptionally well and some have been a little more challenging.
Speech Analytics: Increase collections while reducing compliance riskCallMiner Inc.
Debt collectors are challenged to maximize revenue collection while remaining compliant, and treating consumers fairly and with respect. Speech Analytics can help ensure agents are effective and compliant and that consumer data is protected.
Driving Value for Utilities using Speech AnalyticsPam Jeffries
Speech analytics can turn your call center recordings into insights that yield real business benefits. Built by our experts for a live webinar, these slides will share how speech analytics “as-a-service” capabilities can help your utility increase first-call resolution, lower cost to serve, and increase overall customer satisfaction.
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.
Speech analytics can provide insights from customer conversations to understand sentiment, identify issues, and improve processes. It analyzes calls using speech engines, indexing, and analytics to provide insights for reducing costs, improving customer experience, and increasing revenue. While traditional solutions have limitations, speech analytics can accelerate insights through a natural language processing approach to calls. For example, it can improve compliance audits by analyzing 100% of calls to identify issues rather than a small sample, leading to more consistent feedback and training for agents.
Enghouse is a global software and services company that trades on the Toronto Stock Exchange. It has over 1200 employees globally and annual revenues over $250 million. The company focuses on developing customer communications software and services for telecommunications, contact centers, and transportation. It has a portfolio of products including contact center suites, self-service applications, workforce management, and quality management suites. The company aims to integrate these products and expand into new markets through acquisition and organic growth.
Harness the Power of Speech Analytics for Benefits across FunctionsUniphore
This presentation details on how Speech Analytics goes beyond contact centers to drive performance across functions through compelling business insights.
As an independent provider of Speech Analytics technology, Business Systems offers a unique perspective having seen a lot of implementations over the last few years spanning many different technologies, some have gone exceptionally well and some have been a little more challenging.
Speech Analytics: Increase collections while reducing compliance riskCallMiner Inc.
Debt collectors are challenged to maximize revenue collection while remaining compliant, and treating consumers fairly and with respect. Speech Analytics can help ensure agents are effective and compliant and that consumer data is protected.
Path Towards Conversational Service AutomationUniphore
Global Survey of Speech Analytics & Conversational Service Automation: Destination 2020. This global survey documents the business impact of Speech Analytics technologies to enable a path to digital transformation and address immediate customer issues.
There are very few companies who don’t want to change their customers’ behaviour (sales, cross-sell, channel usage, retention, etc.). In this session we’ll show you how to use behavioural economics to both understand and change human behaviour in meaningful ways. We’ll show how this new approach to handling customers has led to a +27% increase in new sales, a +23% increase in cross-sell, a +154% increase in customer retention, and more
How to Deploy Speech Analytics for Enhanced Customer ExperienceUniphore
In a contact center eco-system, speech analytics is integral to business analytics. This presentation underlines the ease with which companies can deploy speech analytics for enhancing customer experience.
This document discusses how speech analytics can be used to improve customer interactions and contact centers. It provides examples of how analyzing voice conversations between agents and customers can identify gaps in service, agent training opportunities, and opportunities to increase revenue. The document also outlines benefits of the CallFinder speech analytics platform, such as fast audio processing, cloud-based delivery requiring no IT involvement, and one-on-one support to identify customized goals.
The Personalization Revolution: Policyholder Acquisition & Retention in a Di...Peppers & Rogers Group
Service expectations in the insurance industry are on the rise. To keep pace, leading insurers are moving away from a traditional product focus to center business around the customer. In particular, there are a number of opportunities to improve customer acquisition and retention ROI by personalizing marketing, sales, and service interactions. In the presentation, “Good Policy: Personalization Drives Customer Acquisition and Retention for Insurers”, Weston McDonald, SVP of Financial Services at TeleTech, Jonathan Gray, VP of Marketing at Revana, and Elizabeth Glagowski, editor-in-chief, Customer Strategist Journal, explore the specific ways that personalization can drive success in customer acquisition and retention activities for the insurance industry. Discover:
- The growing importance of customer focus in the P&C and life insurance industries
- Six areas of personalization strategy that will boost customer acquisition performance
- Five ways in which personalization can immediately deepen customer retention
Speech Analytics Solutions for the Insurance IndustryUniphore
Uniphore's speech analytics solutions can help boost customer engagement, offer better customer service, and enhance business outcomes for the insurance industry. Key benefits include gaining valuable customer insights from analyzing 100% of customer interactions, understanding root causes of customer dissatisfaction, and improving customer satisfaction and business outcomes. Speech analytics plays a pivotal role in assessing compliance and identifying areas for improvement. Uniphore's auMina product provides over 80 international language support, 300+ customized reports, and valuable insights to help insurance companies improve operational efficiencies, sales, agent training, and reduce costs.
The document discusses enhancing customer experience for a telecommunications company. It outlines typical challenges such as slow customer response times and activating customers across multiple channels. It proposes an omni-channel solution using Genesys to address all customer touchpoints like voice, SMS, social media and live chat. The solution would also use CRM, marketing automation, a knowledge base and business intelligence tools to improve the customer journey, reduce costs and drive revenues. Social media monitoring and publishing capabilities are demonstrated. Overall the solution aims to provide a centralized customer care platform for a better customer experience.
Case Study: Customer Retention Strategy Lowers Telecom Customer ChurnPeppers & Rogers Group
A Middle Eastern telecom company faced increasing customer churn rates as new competitors entered the market. Peppers & Rogers Group helped the company implement proactive customer retention strategies including building churn prediction models, designing targeted retention offers, and deploying outbound retention teams. These strategies led to a 50% decrease in customer churn rates and a 15% increase in renewal rates within the first year. Reactive retention processes were also improved, tripling save rates. The results demonstrated a significant positive impact on the company's performance from the new sustainable retention capabilities.
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.
Continual user experience optimisation: A guide to excellenceCRMT Digital
Aiming for continual improvement of marketing performance with data aggregation techniques.
Marketing operations brings together two or more departments to unlock business value. Done right, it works brilliantly. But there’s another idea that goes even further… uniting ALL departments for the benefit of the customer.
The basic ideas behind customer experience management (CEM or CXM) go back to old masters like Caples and Kotler. But it’s only in the last decade or so that technology has made them quantifiable. Modern data aggregation techniques, informing campaign creativity with data-driven customer insights, means CI for CX isn’t an end-of-project tickbox any more. It’s now a continual process.
This Slideshare shows you how it works.
eGain Digital Day 2016 - Analytics for Omnichannel Customer EngagementMark Fenna
eGain provides analytics tools to help companies optimize their omnichannel customer experiences. Their analytics suite includes tools for voice, digital, knowledge, and journey analytics. The tools provide insights across channels to help businesses identify opportunities to improve processes, apply targeted interventions, and measure the impact of changes through continuous optimization driven by analytics. eGain's analytics are designed to provide enterprises with cross-channel, relevant, actionable insights for empowered decision-making to improve customer engagement.
In 2019, organizations are still struggling to prove the value of their Customer Experience (CX) efforts. Learn how you can build an effective Voice of the Customer program and quantify the business impact.
eGain Digital Day 2016 - Mission Possible: All Agents, All Calls, No TrainingMark Fenna
This document discusses how digital transformation and artificial intelligence can empower all agents to handle all customer calls through knowledge solutions. It outlines the challenges of outdated customer service systems not keeping up with customers' needs and expectations. The solution proposed uses AI to provide an assisted knowledge layer that allows all agents to access necessary information to serve customers well without extensive training. Case studies show this approach reducing agent training time by 50-65% and improving customer satisfaction scores.
Are You Pushing Products, or Connecting Conversations?Pegasystems
This document outlines 5 principles for an always-on customer experience: 1) conversations are always connected across channels, 2) there can only be one centralized decision-making brain, 3) relevance rules relationships by understanding customers, 4) context adds color by determining the right action for each situation, and 5) decisions are based on the math of propensity, value, and leverage (P*V*L) to balance customer and business needs. The document provides examples of companies like Royal Bank of Scotland that have improved customer experience and outcomes by implementing these principles through a centralized customer decision hub and next-best action strategies.
This document discusses how banks can benefit from digital disruption. It begins by outlining some of the seeds of disruption banks are facing, such as declining customer loyalty and branch visits. It then discusses some of the digital problems banks face related to customer relationships, journeys, segmentation, and innovation. The document proposes solutions for banks to address these problems by better understanding customer pain points, streamlining journeys, personalizing experiences, and innovating more quickly. It emphasizes using digital tools to measure these areas and provide faster insights to drive better customer outcomes. The presentation concludes with a Q&A section.
This document discusses how connecting customer engagement and digital process automation can help bridge the digital gap for insurance companies. It highlights how Pega software allows for journey-centric, rapid delivery of digital experiences across omni-channels using AI and end-to-end robotic automation. Common mistakes made are focusing on tasks rather than outcomes, working in silos rather than end-to-end, and prioritizing channels rather than customer journeys. The document provides examples of how companies like CSAA Insurance Group, Royal Bank of Scotland, and General Motors have used Pega's software to improve customer experiences and business outcomes.
En el pasillo de las conservas, la pareja llega a un punto de tensión en su discusión sobre la comunicación y la privacidad en la relación. Mientras discuten sobre si uno debe compartir todos sus pensamientos y sentimientos con el otro, una mujer rompe bolsas de hielo al final del pasillo, interrumpiendo repetidamente a la mujer cuando intenta expresar lo que la confunde. A pesar de su desacuerdo, la pareja continúa su conversación madura mientras terminan las compras.
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.
Path Towards Conversational Service AutomationUniphore
Global Survey of Speech Analytics & Conversational Service Automation: Destination 2020. This global survey documents the business impact of Speech Analytics technologies to enable a path to digital transformation and address immediate customer issues.
There are very few companies who don’t want to change their customers’ behaviour (sales, cross-sell, channel usage, retention, etc.). In this session we’ll show you how to use behavioural economics to both understand and change human behaviour in meaningful ways. We’ll show how this new approach to handling customers has led to a +27% increase in new sales, a +23% increase in cross-sell, a +154% increase in customer retention, and more
How to Deploy Speech Analytics for Enhanced Customer ExperienceUniphore
In a contact center eco-system, speech analytics is integral to business analytics. This presentation underlines the ease with which companies can deploy speech analytics for enhancing customer experience.
This document discusses how speech analytics can be used to improve customer interactions and contact centers. It provides examples of how analyzing voice conversations between agents and customers can identify gaps in service, agent training opportunities, and opportunities to increase revenue. The document also outlines benefits of the CallFinder speech analytics platform, such as fast audio processing, cloud-based delivery requiring no IT involvement, and one-on-one support to identify customized goals.
The Personalization Revolution: Policyholder Acquisition & Retention in a Di...Peppers & Rogers Group
Service expectations in the insurance industry are on the rise. To keep pace, leading insurers are moving away from a traditional product focus to center business around the customer. In particular, there are a number of opportunities to improve customer acquisition and retention ROI by personalizing marketing, sales, and service interactions. In the presentation, “Good Policy: Personalization Drives Customer Acquisition and Retention for Insurers”, Weston McDonald, SVP of Financial Services at TeleTech, Jonathan Gray, VP of Marketing at Revana, and Elizabeth Glagowski, editor-in-chief, Customer Strategist Journal, explore the specific ways that personalization can drive success in customer acquisition and retention activities for the insurance industry. Discover:
- The growing importance of customer focus in the P&C and life insurance industries
- Six areas of personalization strategy that will boost customer acquisition performance
- Five ways in which personalization can immediately deepen customer retention
Speech Analytics Solutions for the Insurance IndustryUniphore
Uniphore's speech analytics solutions can help boost customer engagement, offer better customer service, and enhance business outcomes for the insurance industry. Key benefits include gaining valuable customer insights from analyzing 100% of customer interactions, understanding root causes of customer dissatisfaction, and improving customer satisfaction and business outcomes. Speech analytics plays a pivotal role in assessing compliance and identifying areas for improvement. Uniphore's auMina product provides over 80 international language support, 300+ customized reports, and valuable insights to help insurance companies improve operational efficiencies, sales, agent training, and reduce costs.
The document discusses enhancing customer experience for a telecommunications company. It outlines typical challenges such as slow customer response times and activating customers across multiple channels. It proposes an omni-channel solution using Genesys to address all customer touchpoints like voice, SMS, social media and live chat. The solution would also use CRM, marketing automation, a knowledge base and business intelligence tools to improve the customer journey, reduce costs and drive revenues. Social media monitoring and publishing capabilities are demonstrated. Overall the solution aims to provide a centralized customer care platform for a better customer experience.
Case Study: Customer Retention Strategy Lowers Telecom Customer ChurnPeppers & Rogers Group
A Middle Eastern telecom company faced increasing customer churn rates as new competitors entered the market. Peppers & Rogers Group helped the company implement proactive customer retention strategies including building churn prediction models, designing targeted retention offers, and deploying outbound retention teams. These strategies led to a 50% decrease in customer churn rates and a 15% increase in renewal rates within the first year. Reactive retention processes were also improved, tripling save rates. The results demonstrated a significant positive impact on the company's performance from the new sustainable retention capabilities.
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.
Continual user experience optimisation: A guide to excellenceCRMT Digital
Aiming for continual improvement of marketing performance with data aggregation techniques.
Marketing operations brings together two or more departments to unlock business value. Done right, it works brilliantly. But there’s another idea that goes even further… uniting ALL departments for the benefit of the customer.
The basic ideas behind customer experience management (CEM or CXM) go back to old masters like Caples and Kotler. But it’s only in the last decade or so that technology has made them quantifiable. Modern data aggregation techniques, informing campaign creativity with data-driven customer insights, means CI for CX isn’t an end-of-project tickbox any more. It’s now a continual process.
This Slideshare shows you how it works.
eGain Digital Day 2016 - Analytics for Omnichannel Customer EngagementMark Fenna
eGain provides analytics tools to help companies optimize their omnichannel customer experiences. Their analytics suite includes tools for voice, digital, knowledge, and journey analytics. The tools provide insights across channels to help businesses identify opportunities to improve processes, apply targeted interventions, and measure the impact of changes through continuous optimization driven by analytics. eGain's analytics are designed to provide enterprises with cross-channel, relevant, actionable insights for empowered decision-making to improve customer engagement.
In 2019, organizations are still struggling to prove the value of their Customer Experience (CX) efforts. Learn how you can build an effective Voice of the Customer program and quantify the business impact.
eGain Digital Day 2016 - Mission Possible: All Agents, All Calls, No TrainingMark Fenna
This document discusses how digital transformation and artificial intelligence can empower all agents to handle all customer calls through knowledge solutions. It outlines the challenges of outdated customer service systems not keeping up with customers' needs and expectations. The solution proposed uses AI to provide an assisted knowledge layer that allows all agents to access necessary information to serve customers well without extensive training. Case studies show this approach reducing agent training time by 50-65% and improving customer satisfaction scores.
Are You Pushing Products, or Connecting Conversations?Pegasystems
This document outlines 5 principles for an always-on customer experience: 1) conversations are always connected across channels, 2) there can only be one centralized decision-making brain, 3) relevance rules relationships by understanding customers, 4) context adds color by determining the right action for each situation, and 5) decisions are based on the math of propensity, value, and leverage (P*V*L) to balance customer and business needs. The document provides examples of companies like Royal Bank of Scotland that have improved customer experience and outcomes by implementing these principles through a centralized customer decision hub and next-best action strategies.
This document discusses how banks can benefit from digital disruption. It begins by outlining some of the seeds of disruption banks are facing, such as declining customer loyalty and branch visits. It then discusses some of the digital problems banks face related to customer relationships, journeys, segmentation, and innovation. The document proposes solutions for banks to address these problems by better understanding customer pain points, streamlining journeys, personalizing experiences, and innovating more quickly. It emphasizes using digital tools to measure these areas and provide faster insights to drive better customer outcomes. The presentation concludes with a Q&A section.
This document discusses how connecting customer engagement and digital process automation can help bridge the digital gap for insurance companies. It highlights how Pega software allows for journey-centric, rapid delivery of digital experiences across omni-channels using AI and end-to-end robotic automation. Common mistakes made are focusing on tasks rather than outcomes, working in silos rather than end-to-end, and prioritizing channels rather than customer journeys. The document provides examples of how companies like CSAA Insurance Group, Royal Bank of Scotland, and General Motors have used Pega's software to improve customer experiences and business outcomes.
En el pasillo de las conservas, la pareja llega a un punto de tensión en su discusión sobre la comunicación y la privacidad en la relación. Mientras discuten sobre si uno debe compartir todos sus pensamientos y sentimientos con el otro, una mujer rompe bolsas de hielo al final del pasillo, interrumpiendo repetidamente a la mujer cuando intenta expresar lo que la confunde. A pesar de su desacuerdo, la pareja continúa su conversación madura mientras terminan las compras.
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 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.
The document discusses real-time speech analytics and multi-channel analytics technologies. It explains that real-time speech analytics allows analysis of audio conversations as they occur, identification of important events, and triggering of guidance or alerts. Multi-channel analytics involves analyzing interactions from multiple channels like phone, web, email, but does not provide a holistic view across channels like cross-channel analytics does. The document also outlines use cases for how these technologies can help with revenue growth, customer satisfaction, and operational efficiency.
NICE Speech Analytics provides a hybrid approach to speech analytics that combines phonetic indexing and transcription. This allows for both quick categorization of calls and in-depth root cause analysis. Key benefits include quick time to insight through call categorization, 100% call coverage, accurate call search and categorization, and automated root cause analysis through natural language processing of call transcripts. The solution also features real-time speech analytics, emotion detection, speaker separation, talk analysis, and integration with other data sources.
The quarterly voice and speech technology newsletter from Business Systems, offering you the latest news and insights on call recording, quality montioring, speech analytics, PCI Compliance and much more. Featuring our latest case studies, webinars (including our latest one 'What are the most successful contact centres doing right?') and sponsored guides.
2015 Global Contact Centre Benchmarking Report key findingsDImension Data
Key findings from the 2015 Global Contact Centre Benchmarking Report. Based on data collected from 901 organisations from 72 countries, this report presents a comprehensive global overview of the state of multichannel interactions, and customer management in contact centres.
For further information, and to get your copy of the Report, visit: www.dimensiondata.com/ccbenchmarking
The world has changed and the next industrial revolution has arrived. According to the World Economic Forum, we have entered the 4th Industrial Revolution, in which technology has been and will continue to be embedded into society in ways that involve and require entirely new capabilities for people and machines. Technology has also destroyed the staying power of traditional companies, reducing their average lifespan by two thirds since 1950, and moving the majority of their assets from tangible products to intangible assets, comprised of people and intellectual property. In short, this means that in this new digital age, skills have become the new currency, and data is the oil that fuels our transactions.
Join Brett Wilson, Cornerstone’s Director of Thought Leadership and Strategy, as he discusses the implications of the global skills crisis and how we manage talent over the next five years as it will be completely different from the last twenty years. This crisis will force a new set of expectations for a modern workforce. A subsequent issue suggests that every job is changing requiring the best companies to reinvent themselves to meet the challenge.
Given all of these challenges, Mr. Wilson will put forth a four-pronged strategy that will consist of the following principals:
Create lifelong learning experiences
Make recruiting a competitive advantage
Personalize talent management processes
Bring context and intelligence to HR decisions
Get the insights of 1365 life sciences professionals on the impact of COVID-19 and how they’re adapting.
This is the executive summary of The Post-COVID Report by Reuters events, which details the findings of the survey conducted with 1365 life sciences professionals in April 2020.
Omnipresence is a life sciences specific customer experience management (CXM) platform that enables next-gen customer experiences.
Learn more at omnipresence.io
2020 Executive Summary: The Post-COVID Pharma Report by Reuters EventsMohamadMeski
Get the insights of 1365 life sciences professionals on the impact of COVID-19 and how they’re adapting.
This is the executive summary of The Post-COVID Report by Reuters events, which details the findings of the survey conducted with 1365 life sciences professionals in April 2020.
Omnipresence is a life sciences specific customer experience management (CXM) platform that enables next-gen customer experiences.
Learn more at omnipresence.io
COVID-19 has had a wide-ranging impact on the economy. Chisel Analytics surveyed over 100 leaders in analytics for their perspectives and the adjustments they're making in response.
This document provides information about the 5th Annual Quality Assurance in Contact Centres conference taking place from January 27-29, 2016 in Johannesburg, South Africa. The conference will feature case studies, workshops, and panel discussions on topics related to implementing quality assurance best practices and the latest technologies in contact centers. Some highlighted sessions include using analytics to improve customer experience, balancing customer satisfaction with contact center operations, and incorporating blended learning for agent training. The document also lists industry speakers and case study presenters from organizations in South Africa.
Future of Procurement: The Technology Agenda SAP Ariba
The document summarizes the key findings of a global survey conducted by Oxford Economics and Ariba on the future of procurement. The survey found that executives and practitioners see technology as critical to the function's progress, with tools like social media, collaboration platforms, and analytics becoming important. Both groups agree that automation has changed operations, with over half of core processes like strategic sourcing and invoice management being automated. While executives are more optimistic about future automation, practitioners see value in automating day-to-day tasks. The survey also found that skills like data analysis and technology proficiency are increasingly important but difficult to find.
Roundtable: Best Practices in First Call Resolution (FCR) Sheri Greenhaus
Best Practices in First Call Resolution (FCR). Participants are Genesys, NICE Systems, OpenSpan and Virtual Hold Technology. Discussing first contact resolution, customer loyalty and predictive analytics.
Visit CRMXchange.com to join the premiere CRM community.
Most contact centres will have some form of Quality Monitoring in place, however the method used can vary greatly.
We thought it was time for an overview on how contact centres are using Quality Monitoring. Consolidating results from 100 contact centres of various sizes and sectors we wanted to share and identify the latest Quality Monitoring insights.
This document provides a summary of a presentation on trends in the South African contact centre industry from 2009 to 2010 and beyond. It discusses key challenges such as increasing customer satisfaction while reducing costs and risks. It provides statistics on the size and characteristics of the South African contact centre industry. It also examines important trends such as staffing issues, technology developments, outsourcing, connectivity improvements, the growth of social media, and new legislation that will impact the industry.
This document provides a curriculum vitae for Stephen Cannoo that summarizes his career highlights and qualifications. It describes his personality traits, experience bringing communications centers back to production and planning telecommunications solutions. It also outlines trends in the contact center market around integration challenges, technology lifecycles and the need for improved customer experiences. Finally, it proposes a strategy for marketing BPO services in the South African coastal region focusing on existing relationships and establishing trust.
1) Measuring internal communications is important to demonstrate business impact, drive change, influence leaders, protect budgets, and improve results.
2) Many organizations are dissatisfied with their ability to measure internal communications due to issues like siloed data and channels, lack of tools and expertise, and insufficient budgets.
3) An integrated cross-channel analytics solution can help overcome these barriers by providing a single place to access and analyze measurement data from all channels, understand employee engagement, and gain insights to improve communication strategies.
This document discusses the importance of personalization in automated customer service interactions. It notes that while automated solutions like IVRs are much cheaper than live agents, customers still desire personalization. The document explores how personalization can be achieved in IVRs through remembering past customer interactions and preferences to improve routing and service. Examples of personalized IVR implementations that improved customer satisfaction metrics and reduced costs are provided. The challenges of integrating legacy systems to enable personalization are also discussed.
Making Automation Less Automated and More CaringSpeechStorm
This document discusses the importance of personalization in automated customer service interactions. It notes that while automated solutions are cheaper, consumers still value personalization highly. Personalized IVR systems that understand customer histories can improve the customer experience by routing calls more efficiently. The document advocates for IVR systems that integrate with other customer data to provide dynamic, personalized interactions across channels. Speakers from Ovum, Call Centre Focus and SpeechStorm further discuss use cases and strategic considerations for personalized IVR implementations.
Making Automation Feel Less Automated and More Caringkevinmarkpearce
This document discusses the importance of personalization in automated customer service interactions. It notes that while automated solutions are cheaper than live agents, customers still expect a personalized experience. The document advocates for personalizing automated phone systems using customer history and other data to improve routing and provide a better customer experience. It provides examples of how companies have implemented personalized IVR solutions to increase automation rates and reduce costs while improving customer satisfaction.
The Art of the Possible: Designing an Omni-channel Strategy OptusBusiness
Dr Catriona Wallace - Customer Experience Specialist
The current convergence and integration of customer experience channels and the increasing sophistication and use of multi-media channels and devices by consumers means the consumer landscape is changing rapidly.
Today, organisations are seeking to gain competitive advantage by creating a continually improving customer experience to improve loyalty and potentially reduce operational costs.
In this session Catriona will outline a company-wide approach to the design and development of an omni-channel customer experience strategy discussing the use of co-creation and design thinking techniques, big data analytics and modelling. Catriona will also explore the impact of this approach on an organisations culture and the importance of having a technology roadmap for the future.
How to Create an Inclusive, Adaptable, and Efficient Virtual Onboarding StrategyAggregage
Thank you for the insightful presentation. Does EMP Trust offer any tools or best practices for gathering feedback during the onboarding process to continually improve the experience? Continuous improvement seems key to an effective strategy.
Similar to Speech analytics - an essential part of contact center strategy (20)
20 Comprehensive Checklist of Designing and Developing a WebsitePixlogix Infotech
Dive into the world of Website Designing and Developing with Pixlogix! Looking to create a stunning online presence? Look no further! Our comprehensive checklist covers everything you need to know to craft a website that stands out. From user-friendly design to seamless functionality, we've got you covered. Don't miss out on this invaluable resource! Check out our checklist now at Pixlogix and start your journey towards a captivating online presence today.
Generative AI Deep Dive: Advancing from Proof of Concept to ProductionAggregage
Join Maher Hanafi, VP of Engineering at Betterworks, in this new session where he'll share a practical framework to transform Gen AI prototypes into impactful products! He'll delve into the complexities of data collection and management, model selection and optimization, and ensuring security, scalability, and responsible use.
Encryption in Microsoft 365 - ExpertsLive Netherlands 2024Albert Hoitingh
In this session I delve into the encryption technology used in Microsoft 365 and Microsoft Purview. Including the concepts of Customer Key and Double Key Encryption.
GraphSummit Singapore | The Future of Agility: Supercharging Digital Transfor...Neo4j
Leonard Jayamohan, Partner & Generative AI Lead, Deloitte
This keynote will reveal how Deloitte leverages Neo4j’s graph power for groundbreaking digital twin solutions, achieving a staggering 100x performance boost. Discover the essential role knowledge graphs play in successful generative AI implementations. Plus, get an exclusive look at an innovative Neo4j + Generative AI solution Deloitte is developing in-house.
For the full video of this presentation, please visit: https://www.edge-ai-vision.com/2024/06/building-and-scaling-ai-applications-with-the-nx-ai-manager-a-presentation-from-network-optix/
Robin van Emden, Senior Director of Data Science at Network Optix, presents the “Building and Scaling AI Applications with the Nx AI Manager,” tutorial at the May 2024 Embedded Vision Summit.
In this presentation, van Emden covers the basics of scaling edge AI solutions using the Nx tool kit. He emphasizes the process of developing AI models and deploying them globally. He also showcases the conversion of AI models and the creation of effective edge AI pipelines, with a focus on pre-processing, model conversion, selecting the appropriate inference engine for the target hardware and post-processing.
van Emden shows how Nx can simplify the developer’s life and facilitate a rapid transition from concept to production-ready applications.He provides valuable insights into developing scalable and efficient edge AI solutions, with a strong focus on practical implementation.
A tale of scale & speed: How the US Navy is enabling software delivery from l...sonjaschweigert1
Rapid and secure feature delivery is a goal across every application team and every branch of the DoD. The Navy’s DevSecOps platform, Party Barge, has achieved:
- Reduction in onboarding time from 5 weeks to 1 day
- Improved developer experience and productivity through actionable findings and reduction of false positives
- Maintenance of superior security standards and inherent policy enforcement with Authorization to Operate (ATO)
Development teams can ship efficiently and ensure applications are cyber ready for Navy Authorizing Officials (AOs). In this webinar, Sigma Defense and Anchore will give attendees a look behind the scenes and demo secure pipeline automation and security artifacts that speed up application ATO and time to production.
We will cover:
- How to remove silos in DevSecOps
- How to build efficient development pipeline roles and component templates
- How to deliver security artifacts that matter for ATO’s (SBOMs, vulnerability reports, and policy evidence)
- How to streamline operations with automated policy checks on container images
Climate Impact of Software Testing at Nordic Testing DaysKari Kakkonen
My slides at Nordic Testing Days 6.6.2024
Climate impact / sustainability of software testing discussed on the talk. ICT and testing must carry their part of global responsibility to help with the climat warming. We can minimize the carbon footprint but we can also have a carbon handprint, a positive impact on the climate. Quality characteristics can be added with sustainability, and then measured continuously. Test environments can be used less, and in smaller scale and on demand. Test techniques can be used in optimizing or minimizing number of tests. Test automation can be used to speed up testing.
In his public lecture, Christian Timmerer provides insights into the fascinating history of video streaming, starting from its humble beginnings before YouTube to the groundbreaking technologies that now dominate platforms like Netflix and ORF ON. Timmerer also presents provocative contributions of his own that have significantly influenced the industry. He concludes by looking at future challenges and invites the audience to join in a discussion.
Alt. GDG Cloud Southlake #33: Boule & Rebala: Effective AppSec in SDLC using ...James Anderson
Effective Application Security in Software Delivery lifecycle using Deployment Firewall and DBOM
The modern software delivery process (or the CI/CD process) includes many tools, distributed teams, open-source code, and cloud platforms. Constant focus on speed to release software to market, along with the traditional slow and manual security checks has caused gaps in continuous security as an important piece in the software supply chain. Today organizations feel more susceptible to external and internal cyber threats due to the vast attack surface in their applications supply chain and the lack of end-to-end governance and risk management.
The software team must secure its software delivery process to avoid vulnerability and security breaches. This needs to be achieved with existing tool chains and without extensive rework of the delivery processes. This talk will present strategies and techniques for providing visibility into the true risk of the existing vulnerabilities, preventing the introduction of security issues in the software, resolving vulnerabilities in production environments quickly, and capturing the deployment bill of materials (DBOM).
Speakers:
Bob Boule
Robert Boule is a technology enthusiast with PASSION for technology and making things work along with a knack for helping others understand how things work. He comes with around 20 years of solution engineering experience in application security, software continuous delivery, and SaaS platforms. He is known for his dynamic presentations in CI/CD and application security integrated in software delivery lifecycle.
Gopinath Rebala
Gopinath Rebala is the CTO of OpsMx, where he has overall responsibility for the machine learning and data processing architectures for Secure Software Delivery. Gopi also has a strong connection with our customers, leading design and architecture for strategic implementations. Gopi is a frequent speaker and well-known leader in continuous delivery and integrating security into software delivery.
GraphSummit Singapore | The Art of the Possible with Graph - Q2 2024Neo4j
Neha Bajwa, Vice President of Product Marketing, Neo4j
Join us as we explore breakthrough innovations enabled by interconnected data and AI. Discover firsthand how organizations use relationships in data to uncover contextual insights and solve our most pressing challenges – from optimizing supply chains, detecting fraud, and improving customer experiences to accelerating drug discoveries.
Unlock the Future of Search with MongoDB Atlas_ Vector Search Unleashed.pdfMalak Abu Hammad
Discover how MongoDB Atlas and vector search technology can revolutionize your application's search capabilities. This comprehensive presentation covers:
* What is Vector Search?
* Importance and benefits of vector search
* Practical use cases across various industries
* Step-by-step implementation guide
* Live demos with code snippets
* Enhancing LLM capabilities with vector search
* Best practices and optimization strategies
Perfect for developers, AI enthusiasts, and tech leaders. Learn how to leverage MongoDB Atlas to deliver highly relevant, context-aware search results, transforming your data retrieval process. Stay ahead in tech innovation and maximize the potential of your applications.
#MongoDB #VectorSearch #AI #SemanticSearch #TechInnovation #DataScience #LLM #MachineLearning #SearchTechnology
Dr. Sean Tan, Head of Data Science, Changi Airport Group
Discover how Changi Airport Group (CAG) leverages graph technologies and generative AI to revolutionize their search capabilities. This session delves into the unique search needs of CAG’s diverse passengers and customers, showcasing how graph data structures enhance the accuracy and relevance of AI-generated search results, mitigating the risk of “hallucinations” and improving the overall customer journey.
TrustArc Webinar - 2024 Global Privacy SurveyTrustArc
How does your privacy program stack up against your peers? What challenges are privacy teams tackling and prioritizing in 2024?
In the fifth annual Global Privacy Benchmarks Survey, we asked over 1,800 global privacy professionals and business executives to share their perspectives on the current state of privacy inside and outside of their organizations. This year’s report focused on emerging areas of importance for privacy and compliance professionals, including considerations and implications of Artificial Intelligence (AI) technologies, building brand trust, and different approaches for achieving higher privacy competence scores.
See how organizational priorities and strategic approaches to data security and privacy are evolving around the globe.
This webinar will review:
- The top 10 privacy insights from the fifth annual Global Privacy Benchmarks Survey
- The top challenges for privacy leaders, practitioners, and organizations in 2024
- Key themes to consider in developing and maintaining your privacy program
Enchancing adoption of Open Source Libraries. A case study on Albumentations.AIVladimir Iglovikov, Ph.D.
Presented by Vladimir Iglovikov:
- https://www.linkedin.com/in/iglovikov/
- https://x.com/viglovikov
- https://www.instagram.com/ternaus/
This presentation delves into the journey of Albumentations.ai, a highly successful open-source library for data augmentation.
Created out of a necessity for superior performance in Kaggle competitions, Albumentations has grown to become a widely used tool among data scientists and machine learning practitioners.
This case study covers various aspects, including:
People: The contributors and community that have supported Albumentations.
Metrics: The success indicators such as downloads, daily active users, GitHub stars, and financial contributions.
Challenges: The hurdles in monetizing open-source projects and measuring user engagement.
Development Practices: Best practices for creating, maintaining, and scaling open-source libraries, including code hygiene, CI/CD, and fast iteration.
Community Building: Strategies for making adoption easy, iterating quickly, and fostering a vibrant, engaged community.
Marketing: Both online and offline marketing tactics, focusing on real, impactful interactions and collaborations.
Mental Health: Maintaining balance and not feeling pressured by user demands.
Key insights include the importance of automation, making the adoption process seamless, and leveraging offline interactions for marketing. The presentation also emphasizes the need for continuous small improvements and building a friendly, inclusive community that contributes to the project's growth.
Vladimir Iglovikov brings his extensive experience as a Kaggle Grandmaster, ex-Staff ML Engineer at Lyft, sharing valuable lessons and practical advice for anyone looking to enhance the adoption of their open-source projects.
Explore more about Albumentations and join the community at:
GitHub: https://github.com/albumentations-team/albumentations
Website: https://albumentations.ai/
LinkedIn: https://www.linkedin.com/company/100504475
Twitter: https://x.com/albumentations
Introducing Milvus Lite: Easy-to-Install, Easy-to-Use vector database for you...Zilliz
Join us to introduce Milvus Lite, a vector database that can run on notebooks and laptops, share the same API with Milvus, and integrate with every popular GenAI framework. This webinar is perfect for developers seeking easy-to-use, well-integrated vector databases for their GenAI apps.
Observability Concepts EVERY Developer Should Know -- DeveloperWeek Europe.pdfPaige Cruz
Monitoring and observability aren’t traditionally found in software curriculums and many of us cobble this knowledge together from whatever vendor or ecosystem we were first introduced to and whatever is a part of your current company’s observability stack.
While the dev and ops silo continues to crumble….many organizations still relegate monitoring & observability as the purview of ops, infra and SRE teams. This is a mistake - achieving a highly observable system requires collaboration up and down the stack.
I, a former op, would like to extend an invitation to all application developers to join the observability party will share these foundational concepts to build on:
Building RAG with self-deployed Milvus vector database and Snowpark Container...Zilliz
This talk will give hands-on advice on building RAG applications with an open-source Milvus database deployed as a docker container. We will also introduce the integration of Milvus with Snowpark Container Services.
2. Every recorded call is
an opportunity
to transform
your contact
center
performance
3. With speech analytics, you can rapidly
analyze customer calls to drive rich insights and
boost performance in near real time
According to an Opus Research survey, commissioned by Uniphore,
49% of companies have already deployed speech analytics
to analyze customer recordings and
21% are testing it
49%
21%
4. What’s driving the increased adoption
of speech analytics?
N= 500
To support intelligent transfer and
escalation of service calls23%
Fraud detection
and fraud-loss prevention27%
Compliance with relevant
laws and regulation30%
Increase sales and
collections32%
Support of workforce optimization
strategies
50%
Quick identification of customer
intent and resolution of issues
52%
Rapid detection
of customer frustration
55%
Discover "root cause“ of customer
experience failures
48%
Operating cost
control
48%
Primary reasons to deploy speech analytics
6. Make both
work to your
advantage with
Speech Analytics
52%
Revenue enhancement:
Identify upsell/cross-sell
opportunities
Promoting
customer
loyalty and
retention
Continuous
improvement of
contact center
operations
29%
43%
N= 500
72%
Improved customer
experience: Real-time
implementation
68%
Cost savings:
Shorter call
handling times
Primary benefits
realized by
respondents by
deploying speech
analytics
7. Speech Analytics pays
for itself
83%
of companies have
achieved ROI within
twelve months (both
from cost
optimization and
revenue
enhancement)
8. This is How industries
across the board
are deploying
Speech
Analytics
Telecommunications leads the way, followed by healthcare, retail,
pharma and financials
29% 47%
52% 69% 40%
Banking Financial
Health-carePharma-
ceuticals
Retail
Telecommuni-
cations
Travel and
Tourism
48%
49%
9. what about the
challenges?
Benefits have been subject to hype for
many years
There are limited number of
applications for the technology
Speech analytics is too expensive
10. They can be easily
addressed by
Deploying
New apps
New deployment architectures
Moving to cloud on a
pay as you go basis
11. The future of speech
analytics… is bright
According to Opus Research,
real-time speech analytics is
driving a high percentage of
companies to spend more on
Speech Analytics over the
next 1-3 years
12. Companies across the
regions are deploying
Speech Analytics
NA has the largest
percentage of standing
deployments, followed
by Australia and New
Zealand
Australia/ New Zealand
(n=100)
Deployed
N=247
44%
29%
64%
North America
(n=250)
South Asia
(n=150)
13. As you can see, Speech
Analytics is no longer
a nice to have…
It is time to make
speech analytics a part of
contact center strategy
14. Count on us as your
strategic support
partner
We can help you
make it happen.
Contact: susheel_ext@uniphore.com
For more details on Speech Analytics adoption,
Download the Opus Research Speech Analytics Survey Report
commissioned by Uniphore.