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Speech Analytics - The Power to unlock the call
05/09/2011 09:36:06
It is imperative to ensure that voice recording is looked at from both a technology and a user process perspective, as they go hand in hand.... read more
CALL CENTRE MANAGERS
- TIP OF THE DAY
First call resolution - The real bain of all customer service is not being able to solve problems on the first time. This results in lots of follow up calls being made - customers getting upset and a poor morale. You need to start focusing your attentions on getting matters solved first time. |
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A range of cost effective consultancy solutions to your contact centre problems
What do we supply?
- Targeted, specialist pieces of work to provide quick solutions to your contact centre issues.
Examples
- Speech Analytics consultancy engagement - to quantify compliance, customer satisfaction, market intelligence, script effectiveness, training deficiencies, and missed cross-sell / up-sell opportunities
- Snapshot Review – An assessment of your current capabilities and operational issues, impartial and objective this can be a useful tool if further senior sponsorship is needed for change.
- Q&A session – Email us your problems of the day and will provide you with tips and advice within 24 hours.
- MIS Review – How much of the MI generated is relevant, what should you keep and what should you dump? This review will tell you.
- Process Review – Things can always be done more efficiently but do you have the time to focus on these areas? This review can look in detail at a number of processes to develop better ways of working.
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