Speech Analytics: Changing the Game for Contact Center Technology

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Speech Analytics allows customer support organizations to analyze audio of customer interactions for mentions of keywords or phrases, call themes, and the sentiment and emotions of callers. In the past, organizations have relied on humans (i.e., agents and employees) to listen and score calls and conduct this type of analysis. The highly manual nature of […]

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Four Things Every Contact Center Must Do

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In today’s modern age of cell phones, iPads, and always-connected devices, the customers’ need to talk to a real person seems to be lessening. Customers can surf the web and read all manner of interesting literature about your products or services and in many cases, buy your products or services online without any human interaction. […]

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3 Things the Financial Services Industry Should Do Now

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Watch out financial services industry! Change is in the air, and if you’re not adapting to this shift in the industry, you might be left behind. Over the past two decades, the financial services industry has witnessed a number of transformative events including the rising popularity of online banking, increasing levels of technological advancement, and […]

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call center training program

Simple Ways to Improve Your Training Program

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What is training? A very simple question, yet the answers are plagued with complexity depending on who you ask. Let’s first start with Merriam-Webster’s definition: A process by which someone is taught the skills that are needed for an art, profession, or job. Simple enough, right? Turn around and ask an individual, and his or […]

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Engage Your Agents With Games

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Gamification is the hot term that you hear in every contact center. But, what is it and how does it affect you? Gamification is a term used to describe ways that turn goals and objectives into games, similar to the video game world – different missions and achievements for completing certain tasks. Gamification at the […]

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Let the Customer Direct Your Queues

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In my last post I discussed offering choices to your customers. Here’s my second best practice that will accelerate in 2014: let the customer direct your queues. These days it’s much easier to make adjustments to queue workflow, regardless of channel. If the change isn’t simple for your contact center, we need to talk! The […]

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Offer Your Customers Choices

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As 2013 winds down, I’ve been reflecting about what we’ve seen change with customer care over the course of the year that will have impacts into 2014. Over the next few weeks I’ll share three best practices that have gained traction and relevance this year and I expect to  continue into 2014. The first best […]

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Are Weeds Growing in Your IVR?

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I was working in our veggie garden recently. I never really got into gardening until I started raising food…then I got excited. You mean I put in some work and get food? Rock on! I’ve been hooked ever since.

Recently when I was doing some weeding it hit me – IVRs are like gardens. Like gardens, IVRs need to be tended.

To keep a garden in good shape, it needs routine maintenance. Not just watering, but energy devoted to the health of the plants, whether pests are present, and if changes are needed to increase productivity in the garden space.

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IVR: Prison or Solution?

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I had to laugh when I read this Twitter post from Greg Levin –

“IVR: An electronic prison where companies house their least valuable customers.”

I can relate – I’m still getting therapy for a recent 12 minute incarceration in a cable provider’s IVR! I’ll bet you have had stinky experiences, too – unfortunately, they aren’t rare.

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