12 May 2016

ICMI Contact Center Conference and Expo - LIVE FEED (Updated)

Written by Martin Borowski, Posted in Contact Center, ComputerTalk, Events

See you there!

ICMI Contact Center Expo & Conference is the leading global gathering for the contact center industry. It's known worldwide as the essential forum for educational growth, networking, and sharing of proven best practices. Offering the most comprehensive program available for customer service professionals, you will benefit from expert speakers eager to share their knowledge, as well as peers willing to share their experiences.


FEED from ICMI 2016

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11 May 2016

A sneak peak at the new agent toolbar for ice Contact Center for Skype for Business!

Written by Martin Borowski, Posted in Contact Center, ComputerTalk

In this video, Paul is going to walk you through the changes that are coming with the new iceBar. He will be talking about the tabbed approach, the new layout, and how to consult with another agent.

If you have any questions, send ‘em over at www.computer-talk.com/contact-us.

 

04 May 2016

To Cloud or Not To Cloud - On Premises vs Cloud

Written by Vivian Pow, Posted in Contact Center, ComputerTalk, Technology

Organizations have many technology choices when it comes to contact centers. Both on-premises and cloud solutions deliver potential benefits, as illustrated in the comparison table below. 

Regardless of your decision, choose your providers carefully, as contact centers have complex requirements. If you need an expert to help walk you through your requirements, leave us a message here

26 November 2015

Do you know what it means to be Skype for Business native?

Written by Nicole Robinson, Posted in Contact Center, ComputerTalk

More organizations are starting to use additional functionalities of Skype for Business. They are not only using it for only IM and Presence, but also for conferencing and telephony.

As organizations are switching to Skype for Business, they are looking for contact center applications that work seamlessly in this new environment. Organizations can choose to use a native or non-native Skype for Business contact center application to deliver customer service.

Native Skype for Business Contact Centers

Native Skype for Business contact centers are native Unified Communications Managed API (UCMA) applications built within the architecture of a Skype for Business server environment. They use certificates to prove their identity to the Skype for Business server as a trusted application. In other words, native Skype for Business contact centers are trusted applications that can directly control the Skype for Business server and provide value-adding contact center services, such as Interactive Voice Response (IVR), automatic call distribution (ACD), call recording, etc.

02 November 2015

Real Time Speech Analytics transforms contact centers into revenue generators

Posted in Contact Center

Are you looking to transform your contact center into a revenue generating department? Our experts recommend real-time speech analytics.

Are you looking to provide proactive and natural-sounding customer service?

Our voice experts recommend combining real-time speech analytics with post-call analytics and speech recognition.

Real-time speech analytics empowers agents to provide personalized customer service, by ‘hearing’ the words that are being said and then pushing relevant information to agents so they are equipped to handle any situation. By analyzing the interaction as it is happening, this software can make agents aware of when to make amends, when to upsell, and more. 

ComputerTalk’s word spotting module acts as a subject matter expert and personal assistant for each agent, listening in on the conversation to gather context and pushing information out to the agent as needed.

Here are some of the benefits that real-time speech analytics can bring to your contact center:

  1. Improve supervisor effectiveness.
    1. Real time speech analytics software can point out the interactions that require their attention.
  2. Improve quality assurance.
  3. Extend the life of existing contact center processes
  4. Ensure regulatory compliance:
    1. If one worker makes a remark about top secret project during a call internally or with a client, the software can hang up the call before it is heard.
  5. Provide agents with information to take advantage of upsell opportunities.
    1. Scripts, knowledge base articles, forms, and more can be pushed to agents, so they have reference material when certain topics are brought up by the customer.
  6. Reduce customer churn by providing reliable and efficient customer service.
  7. Gather underlying information in interactions and provide agents context they may have missed.
  8. Provide well-timed support by supplementing agents with emotion analysis:
    1. When customers show disinterest or distrust during the interaction, real-time speech analytics can trigger scripts that can help recapture loyalty.
    2. When agents becoming frustrated, quick/clear guidance may calm the agent, resulting in a more positive outcome.
  9. Create a consistent customer experience by collecting and sharing relevant information across teams and customer touchpoints.

Customers share positive and negative experiences, through conversations, reviews online, and other avenues. When companies anticipate the needs of customers and equip agents with the steps to deliver excellent customer experiences, customers notice and are more likely to share the interaction with others, helping companies build loyalty and brand reputation.

29 October 2015

Post-call speech analytics uncovers trends.

Posted in Contact Center

A few days ago, we discussed the ways in which speech recognition can be applied in the contact center.

Contact centers directly influence customer experience. As such, they are an essential part of every organization. In general, traditional contact centers, ones that provide purely reactive support, are large cost centers. To reduce costs and improve efficiency, many organizations turn to speech recognition and data mining.

Speech recognition, when paired with a well-designed call flow, facilitate automated conversation-like interactions between callers and the contact center software. Speech recognition takes what the caller says and translates it so that a computer can understand it and do something with it. When used effectively, speech recognition can enhance customer experience.

Contact centers are the gateway to the organization and a source of information about customer sentiment and feedback. A way to gather and make sense of that data is through speech analytics. Post-call speech analytics gathers information from call recordings. This could shed light on underlying trends around products, services, processes, special promotions, customer questions, competitor offerings, and more, which agents may have missed.

It can also identify areas of improvement for agents. http://www.smartcustomerservice.com/Columns/Expert-Advice/Speech-Analytics-Post-Call-Versus-Real-Time-92977.aspx. With this information in hand, companies can target weaknesses and improve productivity.

Augmenting speech recognition with post-call speech analytics is a way to move the contact center towards being a revenue generator and a viable source of discovering trends. http://www.destinationcrm.com/Articles/Editorial/Magazine-Features/The-Why-Factor-in-Speech-Analytics-43010.aspx

If you are interested in this feature, speak to a contact center software vendor to ensure that they can support post-call speech analytics. The right contact center expert can help your organization take full advantage of this technology and build a more proactive approach to customer service.