Telecom Express is the largest outsourced contact center in Russia, operating 3 units in Moscow, Rostov-on-Don, and Chelyabinsk with over 1100 workstations. It employs 2400 operators and 96 supervisors. The contact center provides a wide range of services including call center operations, customer satisfaction surveys, technical support, lead generation, and quality assurance. It utilizes advanced technologies like speech recognition and artificial intelligence to optimize operations and reduce costs.
Customer-Centric Service Quality ManagementTTI Telecom
The document discusses improving customer-centric service quality management. It emphasizes integrating a variety of network and customer data to create a unified service management system. This allows monitoring key performance indicators and identifying issues to proactively alert of service irregularities. Taking a customer-focused approach to service quality monitoring and maintaining it as an ongoing process can help close the gap between customer needs and operator service quality.
This document defines terminology used in contact centers. It provides definitions for over 50 terms including abandoned call, average handle time, automatic call distributor, interactive voice response, predictive dialer, queue, and voice mail. The definitions are concise explanations of what each term refers to in the context of contact center operations.
This document discusses enhancing interactive voice response (IVR) systems with SMS and visual self-service capabilities. It defines key terms like outbound notifications, SMS modes, and campaign types. It then provides examples of use cases where outbound SMS, visual self-service, or a combination could improve customer experiences by shifting interactions to lower-cost channels and simplifying complex tasks. The document also covers technologies like Avaya's Proactive Outreach Manager for outbound campaigns and INI AudioForms for collecting customer data. It discusses considerations around regulations and limitations for outbound notifications and SMS.
This PPT provides Workforce Management courses on Call Center forecasting and scheduling techniques, attendance and adherence, and Skill-Based Routing. To know more about Call Center Management Consulting visit: http://www.skylinecollege.com/consultancy
Service Quality Management - OSS Requirements in SQM ecosystemComarch
Quality expectations of customers are increasing, thus acting as catalyst for changes in service providers’ business models and their approach to overall service quality management. Introduction of SDP and Service Delivery Framework has increased flexibility for easily creating and co-provisioning services, resulting in a more complex end-to-end business case for delivering services. This leads to a situation where managing overall quality becomes a challenge as the single operator plays only a linking role in the long supply chain of the services offered.
Shandong Unicom partnered with Huawei to develop a user perception evaluation system to better understand and improve network quality. This system quantified quality of experience (QoE) factors, established key quality indicators (KQI) and monitored key performance indicators (KPI). Using this system, Shandong Unicom identified issues, optimized network segments, and improved services like MMS, web access, and streaming. These efforts led to fewer customer complaints and better quality of experience, enhancing Shandong Unicom's reputation and subscriber growth.
The document discusses how the author attracted and addressed their target audience for their magazine on hip hop street dance. They made a video to get feedback from people who fit and didn't fit the target demographic. The front cover features a countdown of the top 50 albums to simplify it for younger readers. Images and grabquotes are used to draw attention to articles. An offer for a free fashion show is included to incentivize purchases.
Customer-Centric Service Quality ManagementTTI Telecom
The document discusses improving customer-centric service quality management. It emphasizes integrating a variety of network and customer data to create a unified service management system. This allows monitoring key performance indicators and identifying issues to proactively alert of service irregularities. Taking a customer-focused approach to service quality monitoring and maintaining it as an ongoing process can help close the gap between customer needs and operator service quality.
This document defines terminology used in contact centers. It provides definitions for over 50 terms including abandoned call, average handle time, automatic call distributor, interactive voice response, predictive dialer, queue, and voice mail. The definitions are concise explanations of what each term refers to in the context of contact center operations.
This document discusses enhancing interactive voice response (IVR) systems with SMS and visual self-service capabilities. It defines key terms like outbound notifications, SMS modes, and campaign types. It then provides examples of use cases where outbound SMS, visual self-service, or a combination could improve customer experiences by shifting interactions to lower-cost channels and simplifying complex tasks. The document also covers technologies like Avaya's Proactive Outreach Manager for outbound campaigns and INI AudioForms for collecting customer data. It discusses considerations around regulations and limitations for outbound notifications and SMS.
This PPT provides Workforce Management courses on Call Center forecasting and scheduling techniques, attendance and adherence, and Skill-Based Routing. To know more about Call Center Management Consulting visit: http://www.skylinecollege.com/consultancy
Service Quality Management - OSS Requirements in SQM ecosystemComarch
Quality expectations of customers are increasing, thus acting as catalyst for changes in service providers’ business models and their approach to overall service quality management. Introduction of SDP and Service Delivery Framework has increased flexibility for easily creating and co-provisioning services, resulting in a more complex end-to-end business case for delivering services. This leads to a situation where managing overall quality becomes a challenge as the single operator plays only a linking role in the long supply chain of the services offered.
Shandong Unicom partnered with Huawei to develop a user perception evaluation system to better understand and improve network quality. This system quantified quality of experience (QoE) factors, established key quality indicators (KQI) and monitored key performance indicators (KPI). Using this system, Shandong Unicom identified issues, optimized network segments, and improved services like MMS, web access, and streaming. These efforts led to fewer customer complaints and better quality of experience, enhancing Shandong Unicom's reputation and subscriber growth.
The document discusses how the author attracted and addressed their target audience for their magazine on hip hop street dance. They made a video to get feedback from people who fit and didn't fit the target demographic. The front cover features a countdown of the top 50 albums to simplify it for younger readers. Images and grabquotes are used to draw attention to articles. An offer for a free fashion show is included to incentivize purchases.
Dramatic changes are unfolding in the shape of inhabited space, characterized by growing density, mobility, and noise. These changes have implications for how we hold and move our bodies, how we gauge intentionality in others, and how we enact shared intentions and emotions—in short, for how we are socialized and acculturated as kinesthetic and somatosensory beings. In this talk I discuss some of the problems of method posed for social cognitive neuroscience by emerging forms of inhabitance, and I outline a program of research to examine the challenges to human cognitive well-being created by rapid environmental change.
We are, at every moment, engaged in a process of ‘somatic niche construction’, shaping our environment to support particular habits of movement and embodied cognition and at the same time adapting our habits to environmental circumstance. Niche construction is political: we don't all share the same capacities to reshape our living space to accommodate or modulate a distinctive somatic signal, nor do we share the same value schemata—what looks like mania to you may feel like flourishing to me. My hope is to elaborate a research method that integrates anthropology's sensitivity to political context and rapid cultural evolution with neuroscience's sensitivity to physiology.
i am student od MBA at iqra university...this is material resource planning ppt...
i hve some more ppt on different topic if someone wants help from me so u can contact at this number...03343649958.
The document summarizes how the student's media magazine project uses, develops, and challenges conventions of real music magazines. It compares elements of the student's magazine cover, contents page, and articles to those in Vibe magazine. Specifically, it notes the use of color schemes, placement of images and text, and formatting techniques like drop caps that are common across both magazines. The target audience for the student's magazine is described as people ages 16-24 interested in mainstream, hip hop, and drum and bass music.
Dokumen tersebut membahas tentang pengembangan silabus berbasis kompetensi. Secara ringkas, dokumen menjelaskan bahwa kurikulum berbasis kompetensi mencakup kurikulum, pedagogi, dan penilaian. Dokumen juga membahas mengenai pendekatan berbasis kompetensi dalam KTSP dan beberapa komponen penting dalam pembelajaran berbasis kompetensi seperti kompetensi, strategi penyampaian, dan sistem evaluasi.
The document discusses how the media product would represent social groups. It notes that the magazine covers shown could represent young Asian girls in a negative way by showing them with attitude through poses like squinting and hands on hips without smiling. It also discusses how the boys on another cover could be seen as too cool or disinterested. The summary provides context around the representation of social groups in the media product's imagery.
The document discusses the European debt crisis and recession in 2011. It describes Greece receiving two bailouts totaling 109 billion euros from the EU and IMF. It notes stock markets dropped in Germany, France, and Italy in reaction to Greece's second bailout. Data shows the Eurozone, Germany, France, Italy, Austria, and Netherlands all saw a decline in economic growth in the 4th quarter of 2011. The document also discusses how European banks need help from the ECB, low interest rates, falling home sales and high unemployment in Spain. It provides comments from Mario Draghi that the situation is stabilizing, after initially facing a really critical situation.
The Future of Social Entrainment — IDEO Munich, 29 May 2013joshbrsn
There's a lot of talk these days about sentient cities, augmented reality, the "metapolis"--about how pervasive and ambient computing, combined with urbanization and the accelerating mobility of people and things, is reconfiguring inhabitance and inhabited space. Missing from this talk has been a consideration of how these phenomena reconfigure somatic experience. We are creatures of movement, specifically of rhythmic movement and of the imitation of movement. Sociality--among humans and between humans and other animals--begins with the observation and imitation of others' movements and the rhythmic synchronization of our movements--and from there our intentions and feelings--with those of others. At the base of social life stands a shared experience of kinesthetic empathy, an ongoing choreography of movement and intention that binds sentient creatures together like coupled oscillators. This we call social entrainment (Mitnahme).
Today, changes in the formal properties of inhabited space are reconfiguring the spatial and temporal topologies of social presence, and with these the experience of social entrainment, at a speed and on a scale vastly exceeding previous revolutions in mediation. We are subject to a volume of social zeitgeber or entrainment cues that was unimaginable ten years ago. The result has a been a new kind of plasticity in our experience of kinesthesis and social entrainment. We have no language for talking about this, let alone probing it experimentally or addressing it through design.
In this talk I offer a new take on social entrainment, one that encompasses both the kinesthetic synchronization of mood and intention and the synchronization of social rhythms over circadian and longer horizons. I discuss how somatic rhythms of rest, activity, and locomotion are becoming focal objects of self-care, notably via personal accelerometry devices such as Nike Fuel and Larklife. I suggest implications of new forms of sensorimotor and social presence for how we experience mood, arousal, attention and empathy, how we learn, and how we ascribe social statuses to ourselves and others. I draw on linguistic anthropology to propose a conceptual vocabulary for exploring changes instigated by the dramatic extension and intensification of peripersonal space. And I ask what it would mean to put kinesthetic empathy at the center of the design process.
This document provides information about laser photo therapy (LPT), including:
1) LPT uses non-thermal laser radiation to treat pain, inflammation, and accelerate wound healing in areas like joints, injuries, and wounds.
2) It has been shown to increase ATP production and stimulate collagen production, improving tissue regeneration. Over 3000 clinical publications and 160 randomized controlled studies provide scientific evidence of its effectiveness.
3) Different laser types are used depending on the intended application or treatment depth needed. LPT is considered very safe with few side effects like minor tingling and has a broad range of potential indications.
Emulate virtual machines to avoid malware infections - GrrCON 2014jordivazquez
A large amount of current malware uses various anti-virtual-machine techniques in order to avoid detection by analysis. These techniques allow the malware to detect the virtual machine which will then execute a benign action or simply do nothing. Many of these techniques are bases on finding specific files in the system or consulting some windows registry keys. The purpose of this research is to study the characteristics of the ORacle Virtual Box virtualized system and try to replicate the configuration on a physical computer, in order to trick malware into thinking it is in a virtual environment and thus not triggering its execution.
Renault negons-benoliel-bk-v2.1-sw-11pt-dbl-2010 sept20-finalszawel
This document summarizes the negotiations between Renault and Nissan that led to the formation of their alliance in 1999. It describes the challenging conditions in the auto industry at the time, with overcapacity and flat sales, forcing consolidation. Renault was considered a potential acquisition target. The document outlines Renault's strategic interests in improving competitiveness, internationalization, scale, and innovation. Renault's CEO Louis Schweitzer considered partnering with another major automaker as the best strategic option. Nissan was struggling and had lost market share in the US and Europe, but also had international production and sales experience that could benefit Renault. The negotiations that followed were complex but ultimately led to an agreement that created the successful Renault-Nissan Alliance.
Incontinence Associated Dermatitis by Prof Dr Mikel GrayAdlizz Medic
- IAD is skin damage caused by exposure to urine and/or stool, and is exacerbated by the use of absorbent containment products. It affects 5.6-50% of long-term care residents and 10.9-54% of incontinent hospital patients.
- Urine and stool impact the skin's moisture barrier, increasing pH and promoting bacterial/fungal growth. Absorbent products further overhydrate the skin.
- IAD is diagnosed by inspecting the skin for redness,
Dokumen tersebut memberikan panduan mengenai penyusunan Rencana Pelaksanaan Pembelajaran (RPP) mulai dari komponen-komponennya, prinsip dan langkah penyusunannya.
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.
The document discusses a company that provides call center and customer relationship management (CRM) services and software solutions. Some key offerings mentioned include inbound and outbound customer service, customer satisfaction surveys, loyalty management, and feedback CRM. The company emphasizes access through multiple channels, timely routing and escalation of customer issues, and real-time operational reporting. Mobile applications are also discussed for functions like field force management, service management, and dealer management.
VMC developed a customized transaction monitoring tool for a mobile device manufacturer's customer care team to track over 700 agents' performance. The tool integrated with the client's call center software to monitor calls and measure agents' performance according to industry benchmark standards. With the new tool, VMC monitored 80,000 calls in the first year, achieved 100% compliance with benchmark standards, and increased average agent performance scores by 23% from 75% to 92%.
Customer Broadcast is a fully integrated inbound call center and CRM company established in 2000 that provides multi-channel customer access and support, timely routing of customer issues, and business intelligence through real-time reporting and data-driven analytics to clients across diverse industries from their facilities in Chennai, Trichy, and Ranipet that employ over 1200 agents.
Dramatic changes are unfolding in the shape of inhabited space, characterized by growing density, mobility, and noise. These changes have implications for how we hold and move our bodies, how we gauge intentionality in others, and how we enact shared intentions and emotions—in short, for how we are socialized and acculturated as kinesthetic and somatosensory beings. In this talk I discuss some of the problems of method posed for social cognitive neuroscience by emerging forms of inhabitance, and I outline a program of research to examine the challenges to human cognitive well-being created by rapid environmental change.
We are, at every moment, engaged in a process of ‘somatic niche construction’, shaping our environment to support particular habits of movement and embodied cognition and at the same time adapting our habits to environmental circumstance. Niche construction is political: we don't all share the same capacities to reshape our living space to accommodate or modulate a distinctive somatic signal, nor do we share the same value schemata—what looks like mania to you may feel like flourishing to me. My hope is to elaborate a research method that integrates anthropology's sensitivity to political context and rapid cultural evolution with neuroscience's sensitivity to physiology.
i am student od MBA at iqra university...this is material resource planning ppt...
i hve some more ppt on different topic if someone wants help from me so u can contact at this number...03343649958.
The document summarizes how the student's media magazine project uses, develops, and challenges conventions of real music magazines. It compares elements of the student's magazine cover, contents page, and articles to those in Vibe magazine. Specifically, it notes the use of color schemes, placement of images and text, and formatting techniques like drop caps that are common across both magazines. The target audience for the student's magazine is described as people ages 16-24 interested in mainstream, hip hop, and drum and bass music.
Dokumen tersebut membahas tentang pengembangan silabus berbasis kompetensi. Secara ringkas, dokumen menjelaskan bahwa kurikulum berbasis kompetensi mencakup kurikulum, pedagogi, dan penilaian. Dokumen juga membahas mengenai pendekatan berbasis kompetensi dalam KTSP dan beberapa komponen penting dalam pembelajaran berbasis kompetensi seperti kompetensi, strategi penyampaian, dan sistem evaluasi.
The document discusses how the media product would represent social groups. It notes that the magazine covers shown could represent young Asian girls in a negative way by showing them with attitude through poses like squinting and hands on hips without smiling. It also discusses how the boys on another cover could be seen as too cool or disinterested. The summary provides context around the representation of social groups in the media product's imagery.
The document discusses the European debt crisis and recession in 2011. It describes Greece receiving two bailouts totaling 109 billion euros from the EU and IMF. It notes stock markets dropped in Germany, France, and Italy in reaction to Greece's second bailout. Data shows the Eurozone, Germany, France, Italy, Austria, and Netherlands all saw a decline in economic growth in the 4th quarter of 2011. The document also discusses how European banks need help from the ECB, low interest rates, falling home sales and high unemployment in Spain. It provides comments from Mario Draghi that the situation is stabilizing, after initially facing a really critical situation.
The Future of Social Entrainment — IDEO Munich, 29 May 2013joshbrsn
There's a lot of talk these days about sentient cities, augmented reality, the "metapolis"--about how pervasive and ambient computing, combined with urbanization and the accelerating mobility of people and things, is reconfiguring inhabitance and inhabited space. Missing from this talk has been a consideration of how these phenomena reconfigure somatic experience. We are creatures of movement, specifically of rhythmic movement and of the imitation of movement. Sociality--among humans and between humans and other animals--begins with the observation and imitation of others' movements and the rhythmic synchronization of our movements--and from there our intentions and feelings--with those of others. At the base of social life stands a shared experience of kinesthetic empathy, an ongoing choreography of movement and intention that binds sentient creatures together like coupled oscillators. This we call social entrainment (Mitnahme).
Today, changes in the formal properties of inhabited space are reconfiguring the spatial and temporal topologies of social presence, and with these the experience of social entrainment, at a speed and on a scale vastly exceeding previous revolutions in mediation. We are subject to a volume of social zeitgeber or entrainment cues that was unimaginable ten years ago. The result has a been a new kind of plasticity in our experience of kinesthesis and social entrainment. We have no language for talking about this, let alone probing it experimentally or addressing it through design.
In this talk I offer a new take on social entrainment, one that encompasses both the kinesthetic synchronization of mood and intention and the synchronization of social rhythms over circadian and longer horizons. I discuss how somatic rhythms of rest, activity, and locomotion are becoming focal objects of self-care, notably via personal accelerometry devices such as Nike Fuel and Larklife. I suggest implications of new forms of sensorimotor and social presence for how we experience mood, arousal, attention and empathy, how we learn, and how we ascribe social statuses to ourselves and others. I draw on linguistic anthropology to propose a conceptual vocabulary for exploring changes instigated by the dramatic extension and intensification of peripersonal space. And I ask what it would mean to put kinesthetic empathy at the center of the design process.
This document provides information about laser photo therapy (LPT), including:
1) LPT uses non-thermal laser radiation to treat pain, inflammation, and accelerate wound healing in areas like joints, injuries, and wounds.
2) It has been shown to increase ATP production and stimulate collagen production, improving tissue regeneration. Over 3000 clinical publications and 160 randomized controlled studies provide scientific evidence of its effectiveness.
3) Different laser types are used depending on the intended application or treatment depth needed. LPT is considered very safe with few side effects like minor tingling and has a broad range of potential indications.
Emulate virtual machines to avoid malware infections - GrrCON 2014jordivazquez
A large amount of current malware uses various anti-virtual-machine techniques in order to avoid detection by analysis. These techniques allow the malware to detect the virtual machine which will then execute a benign action or simply do nothing. Many of these techniques are bases on finding specific files in the system or consulting some windows registry keys. The purpose of this research is to study the characteristics of the ORacle Virtual Box virtualized system and try to replicate the configuration on a physical computer, in order to trick malware into thinking it is in a virtual environment and thus not triggering its execution.
Renault negons-benoliel-bk-v2.1-sw-11pt-dbl-2010 sept20-finalszawel
This document summarizes the negotiations between Renault and Nissan that led to the formation of their alliance in 1999. It describes the challenging conditions in the auto industry at the time, with overcapacity and flat sales, forcing consolidation. Renault was considered a potential acquisition target. The document outlines Renault's strategic interests in improving competitiveness, internationalization, scale, and innovation. Renault's CEO Louis Schweitzer considered partnering with another major automaker as the best strategic option. Nissan was struggling and had lost market share in the US and Europe, but also had international production and sales experience that could benefit Renault. The negotiations that followed were complex but ultimately led to an agreement that created the successful Renault-Nissan Alliance.
Incontinence Associated Dermatitis by Prof Dr Mikel GrayAdlizz Medic
- IAD is skin damage caused by exposure to urine and/or stool, and is exacerbated by the use of absorbent containment products. It affects 5.6-50% of long-term care residents and 10.9-54% of incontinent hospital patients.
- Urine and stool impact the skin's moisture barrier, increasing pH and promoting bacterial/fungal growth. Absorbent products further overhydrate the skin.
- IAD is diagnosed by inspecting the skin for redness,
Dokumen tersebut memberikan panduan mengenai penyusunan Rencana Pelaksanaan Pembelajaran (RPP) mulai dari komponen-komponennya, prinsip dan langkah penyusunannya.
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.
The document discusses a company that provides call center and customer relationship management (CRM) services and software solutions. Some key offerings mentioned include inbound and outbound customer service, customer satisfaction surveys, loyalty management, and feedback CRM. The company emphasizes access through multiple channels, timely routing and escalation of customer issues, and real-time operational reporting. Mobile applications are also discussed for functions like field force management, service management, and dealer management.
VMC developed a customized transaction monitoring tool for a mobile device manufacturer's customer care team to track over 700 agents' performance. The tool integrated with the client's call center software to monitor calls and measure agents' performance according to industry benchmark standards. With the new tool, VMC monitored 80,000 calls in the first year, achieved 100% compliance with benchmark standards, and increased average agent performance scores by 23% from 75% to 92%.
Customer Broadcast is a fully integrated inbound call center and CRM company established in 2000 that provides multi-channel customer access and support, timely routing of customer issues, and business intelligence through real-time reporting and data-driven analytics to clients across diverse industries from their facilities in Chennai, Trichy, and Ranipet that employ over 1200 agents.
Service007 is a flagship product of Customer Broadcast. Started in the Year 2000, Customer Broadcast has served many prestigious clients - deploying some of the best made-to-order and out-of-the-box Software and also manages end-to-end Customer Service activities through our State-of-the-art call centers in Chennai, Trichy and Ranipet.
Roundtable: Best Practices - Quality Assurance & AnalyticsSheri Greenhaus
This document discusses best practices for quality assurance and analytics in contact centers. It provides an overview of a roundtable discussion on the topic featuring representatives from Genesys, VPI, and inContact. Some of the key points discussed include:
- Traditional random quality monitoring of calls is time-intensive and provides an inadequate sample size. Analytics can now analyze a much larger portion of calls.
- Top strategies for improving call quality according to a survey include tying quality scores to training, using analytics to find higher value calls, automating QA workflows, and speeding up feedback to agents.
- VPI provides workforce optimization solutions including call recording, speech and data analytics, quality assurance, and performance management to over 1
This document discusses how contact centers can enhance the customer experience through a multi-channel approach. It emphasizes implementing a customer-centric strategy, understanding changing customer behaviors and expectations, and using technology like analytics to optimize processes and empower agents. A multi-channel contact center that provides a consistent, personalized experience across channels can boost customer loyalty while meeting demands for convenient, on-demand service.
Gaurav Dixit has over 8 years of experience in quality assurance and quality control. He has expertise in complaint management, warranty management, service management, supplier quality, and new product development. Some of his accomplishments include developing a complaint management system using Lotus Notes and an Android app, setting up quality departments at two companies, and reducing warranty costs. Currently he works as an Assistant Manager at Halonix Technologies Ltd. where he is responsible for customer complaints, warranty management, supplier quality inspections, and new product development processes.
Dialing Innovations overview contains a mile high perspective of some of the various systems and features that are provided.
Blended Call-center Suites
Phones Systems
Website Development
Cram hosting
Lead Management
A document outlines FinTech enabled solutions that can help launch products within 100 days. It describes 14 solutions including frontline sales acceleration using gamification, speech analytics to improve customer satisfaction and sales, a virtual customer assistant using AI, digital customer onboarding, KYC automation with AI, voice biometrics for fraud reduction, call center performance improvement, scaling data access/storage without high costs, employee engagement, customer onboarding solutions, regulatory reporting simplification, data governance for compliance, an e-KYC solution for financial crime compliance, and an expense management solution using APIs. Each solution includes the challenges it addresses, its key technologies, a case study example, and its impacts on clients.
Eptica provides a multi-channel customer service suite that allows companies to improve customer service across multiple channels. It aims to provide high quality customer service at the lowest cost while increasing sales conversions. Key features include migrating customer contacts to online channels, reducing call volumes, and improving agent resource utilization to drive sales. The suite offers web self-service, communities, email management and a self-learning knowledge base to deliver a consistent customer experience across all touchpoints.
How ho measure and improve measure service quality, business-process and cros...Maslovay
Heedbook (https://heedbook.com) analyze the results of facial emotion recognition, verbal expressions, the content of the conversation with the employee and other parameters, Heedbook offers a complete range of services to measure overall customer satisfaction with the quality of service.
How Heedbook works?
1. Receive a live video and audio stream
An employee logs into the system via Internet browser on desktop or via mobile app on smartphone and starts recording video.
2. Analyze information with neural networks
Information is processed by the systems of intelligent recognition of emotions, speech (for 23 languages) and other parameters.
3.Measure Customer Satisfaction
A supervisor receives detailed information about the quality of customer service, analysis of business processes and recommendations for increasing cross-selling.
How to reimagine the customer experience with digitalGenpact Ltd
Transform multi-channel customer services with analytics, digital technologies and process re-engineering to improve the client experience and enable growth.
Voice Enterprises Service looks for smart and effective ways to connect with their customers. A technology that can give flexibility and reliability for a more improved business intelligence. ACLMobile provides an apt solution for a high end customer engagement and service with a personal touch.
Riddhi Corporate Services Pvt Ltd (RCSPL) provides business support services to telecom, banking, and financial companies in India. Its vision is to be the most admired business partner for digitization, documentation, call center, field verification, and warehousing services. RCSPL aims to achieve growth through superior customer service, innovation, quality, and commitment. It has over 4,000 square feet of its own call center facility in Ahmedabad with capabilities like CRM integration, field operations integration, and support for English, Gujarati, and Hindi languages.
Virtual assistant technology is helping over 350 customer-facing organizations improve customer service while managing growth. By answering over 85 million questions, virtual assistants are increasing first call resolution rates by 10-50% and reducing call volumes by 25-50%, allowing contact centers to scale efficiently while improving customer satisfaction. Virtual assistants provide a consistent customer experience across channels by handling common questions through self-service, freeing agents to focus on more complex inquiries.
InContact provides a cloud-based contact center platform that allows companies to optimize customer interactions across channels. Their platform offers powerful routing, workforce optimization, and telecom solutions. InContact has over 800 customers, processes over 10 billion calls annually, and has the highest documented customer satisfaction in the industry. Their cloud platform provides flexibility, scalability, and lower total cost of ownership compared to on-premise solutions.
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Prescriptive analytics BA4206 Anna University PPTFreelance
Business analysis - Prescriptive analytics Introduction to Prescriptive analytics
Prescriptive Modeling
Non Linear Optimization
Demonstrating Business Performance Improvement
IMPACT Silver is a pure silver zinc producer with over $260 million in revenue since 2008 and a large 100% owned 210km Mexico land package - 2024 catalysts includes new 14% grade zinc Plomosas mine and 20,000m of fully funded exploration drilling.
Zodiac Signs and Food Preferences_ What Your Sign Says About Your Tastemy Pandit
Know what your zodiac sign says about your taste in food! Explore how the 12 zodiac signs influence your culinary preferences with insights from MyPandit. Dive into astrology and flavors!
NIMA2024 | De toegevoegde waarde van DEI en ESG in campagnes | Nathalie Lam |...BBPMedia1
Nathalie zal delen hoe DEI en ESG een fundamentele rol kunnen spelen in je merkstrategie en je de juiste aansluiting kan creëren met je doelgroep. Door middel van voorbeelden en simpele handvatten toont ze hoe dit in jouw organisatie toegepast kan worden.
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Unlocking WhatsApp Marketing with HubSpot: Integrating Messaging into Your Ma...Niswey
50 million companies worldwide leverage WhatsApp as a key marketing channel. You may have considered adding it to your marketing mix, or probably already driving impressive conversions with WhatsApp.
But wait. What happens when you fully integrate your WhatsApp campaigns with HubSpot?
That's exactly what we explored in this session.
We take a look at everything that you need to know in order to deploy effective WhatsApp marketing strategies, and integrate it with your buyer journey in HubSpot. From technical requirements to innovative campaign strategies, to advanced campaign reporting - we discuss all that and more, to leverage WhatsApp for maximum impact. Check out more details about the event here https://events.hubspot.com/events/details/hubspot-new-delhi-presents-unlocking-whatsapp-marketing-with-hubspot-integrating-messaging-into-your-marketing-strategy/
Industrial Tech SW: Category Renewal and CreationChristian Dahlen
Every industrial revolution has created a new set of categories and a new set of players.
Multiple new technologies have emerged, but Samsara and C3.ai are only two companies which have gone public so far.
Manufacturing startups constitute the largest pipeline share of unicorns and IPO candidates in the SF Bay Area, and software startups dominate in Germany.
The APCO Geopolitical Radar - Q3 2024 The Global Operating Environment for Bu...APCO
The Radar reflects input from APCO’s teams located around the world. It distils a host of interconnected events and trends into insights to inform operational and strategic decisions. Issues covered in this edition include:
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2. TELECOM-EXPRESS IS THE BIGGEST ALLOCATED CONTACT CENTER IN THE RUSSIAN
FEDERATION
3 units: Moscow, Rostov-on-Don, Chelyabinsk
1100 + jobsites
2400 operators, 96 supervisors
Highest quality standard Security and Privacy
Centralized management
Full system redundancy :
Moscow: 330 jobsites
Rostov-on-Don: 400 jobsites
Chelyabinsk: 230 jobsites
ABOUT THE CONACT CENTER TELECOMEXPRESS
3. ABOUT THE CONTACT CENTER
TELECOM EXPRESS IS THE FIRST CONTACT CENTER IN RUSSIA, THAT STARTED OUTSOURCING ALL
CLIENTS’ CALLS OF THE BIGGEST RUSSIAN GOVERNMENT MONOPOLY “RUSSIAN RAILWAYS”
Single entry point for customers – the number 8-
800-775-0000
High uniform serving standards for “Russian
Railways” customers on 17 railroads
Full integration with the software complex of
“Russian Railways” allowing to receive full
information online
FOR THE FIRST TIME IN RUSSIA WE INTRODUCED VOICE MENU IVR WITH VOICE
RECOGNITION TECHNOLOGIES, ALLOWING TO SERVE CUSTOMERS WITHOUT THE
OPERATOR BEING INVOLVED.
IT RESULTED IN REDUCING THE COSTS BY 40%
ABOUT THE CONTACT CENTER/KEY PARTNER TELECOMEXPRESS
4. ABOUT THE CONTACT CENTER
Contact center LLC Telecom Express is based on high-tech equipment and operating the latest outsourcing
contact center solutions
ABOUT THE CONTACT CENTER/ARCHITECTURE OF CS TELECOMEXPRESS
5. ABOUT THE CONTACT CENTER
100% of customers get the answer within 30 seconds.
SYSTEM OF INTELLECTUAL ROUTING
The level of dialing the potential customers is 15% - 30% higher in outbound call
GENESYS campaigns, increasing your sales accordingly.
VOICE MENU IVR WITH THE SPEECH Customer service through a system of voice IVR with speech recognition reduces cost
RECOGNITION SYSTEM by 20% while improving service level.
Accumulation, systematization and analysis of customer data leads to effective use of
marketing and advertising budget, due to effective management of customer
CRM SYSTEM SIEBEL ORACLE
relationship. According to the experts attracting a new client is from 5 to 10 times
more expensive than the retention of an existing one.
QUALITY MONITORING SYSTEM WITH The first contact of operator with the customer is 25% more efficient compared to
FUNCTION OF EMOTIONAL ASSESSMENT the operators that do not use this system in their work.
Efficient delivery of quality evaluation of products or services directly from
customers.
INFORMATION PORTAL AND AUTOMATIC
Reducing the period of study at the launch of new projects by 50%
SYSTEM OF STUDY
ABOUT THE CONTACT CENTER/TECHNOLOGY TELECOMEXPRESS
6. INFORMATION AND REFERRAL LINE SETUP
Premises:
To maintain the highest service level it is advisory to provide information support and consultations to clients and get the feedback.
Resources of the contact center:
1. Organization of a single entry point hotline , to receive and process clients’ queries.
2. Supporting an in-house hotline in peak load hours with the possibility to assign the 1st line of operators.
3. Supporting the clients – goods and services consultations. Outbound calls to the clients. Gathering the feedback by receiving queries,
complaints, questions and offers and passing the information to the people in charge within the partner’s company.
4. Promotion of goods and services to the new clients on inbound calls.
5. Information support of marketing programs.
Advantages:
Fulfillment of the KPI in percentage of received calls and service time, reducing the calling rate for inner departments.
Improving the service level, fast problem solving.
Removal of load from highly qualified specialists, concentrating them on consulting on challenging questions and working with confidential
information.
24-hours high quality service for your clients.
SERVICES TELECOMEXPRESS
7. DEVELOPMENT OF CLIENT’S BUSINESS. PERFOMING MARKETING
RESEARCH AND SURVEYS.
Premises:
To increase the KPI and maintain high quality service it is essential to identify the needs of the customers, develop the list of existing clients and
attract new clients to cooperation.
Resources of the contact center :
1. Outbound calls to evaluate the clients’ satisfaction with goods and services.
2. Outbound calls to perform marketing research and analysis according to the developed and coordinated script.
3. Promotion of additional goods and services on outbound calls to the existing clients.
4. Performing the outbound calls to increase the loyalty of the clients.
Advantages:
Promotion of additional goods and services to existing clients.
Boosting services and goods consumption of existing clients.
Detecting of the needs of the clients to form special offers and perform promotion campaigns of new goods and services.
Forming and updating the database of existing clients.
SERVICES TELECOMEXPRESS
8. CONSULTING
Premises:
To maintain high quality client service, a systematic client satisfaction assessment is required.
Resources of the contact center :
1. Operator performance quality assessment with Smart logger (speech records analysis).
2. 100% automatized client satisfaction assessment.
Six stages Manual assessment Mystery Shopper Complaints assessment
Automatic assessment Satisfaction assessment Theme audition
Numerical parameter of the dialog
Lexico-semantic analysis
Emotional state
CS controls 100% of clients
100 % of records are analyzed
100% of hidden complaints revealed
100% disloyal clients revealed
Advantages
Quality assessment operation costs reduction.
Operator performance quality and efficiency improvement.
Detecting client needs to plan and form special offers.
Getting analytical reports from 100% of calls.
SERVICES TELECOMEXPRESS
9. AUTOMATIC QUALITY CONTROL SYSTEM
Automatic control of operator performance based on speech recognition technologies and emotional state
evaluation.
Main goal:
• Best staff
• Best working conditions
• Best IT solutions for contact centers
• Effective service quality control
• 100 % automatized client satisfaction assessment
Flaws of classic assessment technologies:
• Significant resource expenses on assessment
• The number of voice records listened 1-3%
• Development opportunities only partly revealed
SERVICES TELECOMEXPRESS
10. PERFOMANCE QUALITY CONTROL
Solution:
•Combined methods of performance quality control.
•Manual resources economy.
Automatic control
(100% of calls)
Manual assessment
Quality control
Mystery Shopper
Feedback
SERVICES TELECOMEXPRESS
11. PERFOMANCE QUALITY CONTROL
Method of control Periodicity Sampling
Manual calls assessment Monthly for each employee 5 calls
Automatic calls assessment On-line for each employee 100% calls
Mystery Shopper, test calls on problem Weekly each unit 50-60 calls
topics
Complaints analysis Weekly - operation 100% of complaints
Monthly – dynamic analysis
Theme audition Monthly 40-50 calls
Client satisfaction evaluation Quarterly 400- 500 respondents
SERVICES TELECOMEXPRESS
12. QUANTITATIVE PARAMETRS AND TIMING OF CALLS
• Telephony
• Average talk time
• Hold quantity for one client*
• Hold time for one client*
• Average Speed of Answer*
• End of talk control
• Quantity of radials for one client
• Speech activity parameters
• Operator speech to the talk record time ratio
• Operator speech to client speech time ratio
• The number of client’s speech interruptions*
* - parameters that are included into automatic assessment system
SERVICES TELECOMEXPRESS
13. LEXICO-SEMANTIC SPEECH ANALYSIS
• Agreed script phrases control
• Conflict words and factors revelation
• Control of forbidden words and phrases
• Verbal indicators of client satisfaction revelation
SERVICES TELECOMEXPRESS
14. LEXICO-SEMANTIC SPEECH ANALYSIS
Table of results
Key words not found!
Key word in speech
Key words found!
SERVICES TELECOMEXPRESS
15. CLIENT SATISFACTION AUTOMATIC CONTROL
Client satisfaction assessment (CS)
KPI of the contact center (not less than 80 points according to 100-points scale)
Automatically assessed with «Smart Logger II» by detecting the normal tone and verbal indicators in
client’s speech
Is included into the motivation system of the operator, CS > 80 баллов
100% of voice records are automatically assessed
SERVICES TELECOMEXPRESS
16. CLIENT SATISFACTION AUTOMATIC CONTROL
A template of automatic assessment
Parameters Parameters
Emotional K1 Emotional state 1
Dialog structure K4
Key words* K5
Lexico-semantic K2 Forbidden phrases K6
Speed of answer K7
Number of interruptions K8 Max final points=
Hold time 100 points
K9
Quantity K3 Holds number K10
* Assessed for top-topics only
SERVICES TELECOMEXPRESS
17. REPORTS EXAMPLES
Monthly
employee
report
Opoerator Group Venue Quantity parameters and timig Final points
Parameter 1 Parameter 2 Parameter 3
Вес Вес Вес
Group 40 50 10
report Азиза Раджабова 2.3 Шепякова MSKCRTDB01 94,43 60,75 99,80 78,13
Валерия Смирнова 1.6 Герасимова SKCRTDB01
M 100,00 67,00 100,00 83,50
(days) Владимир Горюшкин 2.5 Шадай MSKCRTDB01 99,80 70,02 100,00 84,93
Розалия Манукова 1.2 Петренко MSKCRTDB01 99,88 73,67 100,00 86,78
Григорий Кондрученков 1.4 РодичкинаMSKCRTDB01 95,00 74,66 96,45 84,97
Самойлов Николай 2.5 Шадай MSKCRTDB01 100,00 75,25 100,00 87,63
Анастасия Ошуркова 1.7 Седова MSKCRTDB01 98,02 76,08 100,00 87,25
Залина Нукбулганова 1.2 Петренко MSKCRTDB01 100,00 78,04 100,00 89,02
SERVICES TELECOMEXPRESS
18. TELECOM EXPRESS CONTACT CENTER SERVICES
• HOTLINE • CONCIERGE SERVICE
• PROMOTION ACTIVITY SUPPORT • LOYALTY PROGRAMS SUPPORT
• SURVEYS AND POLLS
• SERVICE DESK
• CLIENT SATISFACTION ASSESSMENT
• SERVICE QUALITY ASSESSMENT
• SERVICE DESK
• OPERATORS WORK ASSESSMENT
• SERVICE QUALITY ASSESSMENT
• SINGLE ENTRY POINT CONTROLLER’S OFFICE
• OPERATORS WORK ASSESSMENT
• AUTOINFORMER
• SINGLE ENTRY POINT CONTROLLER’S OFFICE
• VIRTUAL OFFICE
• OUTSTAFFING
• PROMOTION CAMPAIGNS
• DATABASE UPDATE
• ORDER PLACEMENT DESK
SERVICES TELECOMEXPRESS