Tag Archives: Increase performance

BLOG – SIKORSKI’S THINK ABOUTS – QA PROGRAM: SPEECH ANALYTICS

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For me . . . the most exciting evolution in Call/Contact Center technology is speech analytics and here is why:

  • Fine tuned to the point where if a certain word is used the interaction is recorded
  • Identifies the emotion in the voice
  • Converts voice to text
  • Searchable data
  • Sends real-time alerts to supervisors
  • Monitors the entire customer experience
  • Unlocks the information buried in customer conversation

Applying speech analytics enables you to focus on key issues that matter most.

You can drill down to the root causes of customer and agent issues and concentrate on problems that impact company wide performance.

Speech analytics is a powerful tool and should  be used to place customer needs front and center:

  • Improve processes
  • Empower agents
  • Identify
    •   Service issues
    •   Trends
    •   Product needs
    •   Product problems
    •   Strategies

This week’s question for your employees – Explain speech analytics, ask how they feel about this technology and how would it benefit your company?

Thank you for reading and sharing!

Warmest regards,

Laura Sikorski – Independent Call Center Consultant

Website

lsikorski@laurasikorski.com

WebTV Show Video Archives  http://thedailyblu.com/video/video/search?q=sikorski%27s+think+abouts

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BLOG – SIKORSKI’S THINK ABOUTS – QUALITY ASSURANCE PROGRAM – COACHING

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What will coaching do?

  • Correct undesirable behaviors
  • Improve communications skills
  • Increase productivity
  • Decrease Employee Turnover
  • Staff will become more engaged
  • Result in suggestions to improve procedures
  • Optimize Contact Center performance

Role of your Supervisors/Team Leaders

  • Must meet Objectives and KPIs
  • Own the quality of their team
  • Identify opportunities to improve each agent
  • Modify agent behavior through coaching

Role of your QA Analysts

  • Monitor for compliance
  • Establish company standards
  • Provide the calibration function
  • Identify company trends
  • Identify areas for improvement

Gone are the days of big brother watching

Employees want to know . . .

  • How am I doing?
  • How do I sound on the telephone?
  • What could I have done better on that interaction?
  • What should I have said to make the sale?

This week’s question for your employees – Why do you like being coached?

Thank you for reading and sharing!

Warmest regards,

Laura Sikorski – Independent Call Center Consultant

Website

lsikorski@laurasikorski.com

WebTV Show Video Archives  http://thedailyblu.com/video/video/search?q=sikorski%27s+think+abouts