Contact Center Quality Management Featured Article

There’s an old cliché that says something along the lines of, “It’s not what you say, but how you say it.” That might be true in most conversations, where you’re trying to sway someone to your point of view, but it’s critical in a call center, where you might have a peeved customer on the line that is ThisClose to pulling their business. It’s a wise (and valuable) call center operator who can talk them back from the brink, solve their issue and keep them happy.

But how can you and the rest of your staff learn what to do in these situations?

Fortunately inContact, a leader in call center innovations, has taken Analytics-Driven Quality to a new level and can help even the most challenged call center teach its people how to react in certain situations, record the calls and then analyze them for future learning and teaching opportunities.

Analytics-Driven Quality (ADQ) powered by Verint (News - Alert) is a cloud speech-analytics engine that enhances quality management with actionable data from audio recordings. Supervisors can enable efficient quality management by monitoring queues with a Shared Smart Inbox, and then learn how to understand customers’ concerns with speech-to-text translation and pitch analysis.

By utilizing ADQ, you can:

• Use speech analytics to drive quality management results;
• Capture and quantify your biggest call drivers;
• Identify customers’ concerns through speech detection;
• Efficiently monitor call-drivers with a Shared Smart Inbox;
• Detect emotion through pitch and tone; and
• Coach agents using Key Performance Indicator-driven monitoring.

The powerful Verint speech analytics engine can be utilized to identify escalated calls, customer feedback, compliance, and sales verbiage, all with the agility and scalability of the cloud. You’ll be better able to understand why your customers are calling and how often they call back, plus quantify your business volume to better support your customers and drive increased satisfaction.

Speech analytics automatically identifies important calls based on specified criteria, which prevents time-consuming searching through audio recordings. By quickly identifying customers’ top concerns, supervisors and managers can specifically focus their coaching, agent development, and quality management efforts on those key areas.