Provana

APRIL 5, 2022

In a conventional call center setting, the high volume of calls that need to be reviewed and classified manually are too voluminous to quality score 100%. Thanks to speech technology, the need for manual QA reviews is decreasing. Thanks to speech technology, the need for manual QA reviews is decreasing.

Call Center 96

Call Center Analytics Automation Management 96

Mattsen Kumar

SEPTEMBER 21, 2023

Today, when businesses rely on data-driven decisions, Speech Analytics increasingly positions itself as an indispensable tool. The blog post discusses how Speech Analytics is reshaping CX and why it is poised to be a future trend. It adds value to traditional call center methods and makes the process more efficient.

Analytics 52

Analytics Call Center Marketing Regulations 52

IBM Services

JANUARY 3, 2024

The modern contact center is currently dominated by rigid conversational experiences (yes, Interactive Voice Response or IVR is still the norm). Enter the world of Large Speech Models, or LSMs. Based on transformer technology , LSMs take vast amounts of training data and model parameters to deliver accuracy in speech recognition.

Out-Tasking 105

Out-Tasking Analytics Research Management 105

Provana

OCTOBER 6, 2021

For the last few years, collection agencies have been using call center speech analytics to help reduce delinquencies, mitigate losses, and maximize their accounts receivable recovery. She had another important goal on her mind – helping the Valor’s agents identify performance gaps in a constructive manner.

Analytics 96

Analytics Call Center Regulations Accounting 96

Provana

OCTOBER 6, 2021

For the last few years, collection agencies have been using call center speech analytics to help reduce delinquencies, mitigate losses, and maximize their accounts receivable recovery. She had another important goal on her mind – helping the Valor’s agents identify performance gaps in a constructive manner.

Analytics 96

Analytics Call Center Regulations Accounting 96

Provana

FEBRUARY 9, 2022

As agencies develop a more strategic approach to incorporate flexibility and scalability into their collection efforts, speech technology has become an integral part of their growth strategy.

Analytics 96

Analytics Call Center Flexibility 96

Worldwide Call Centers

MAY 17, 2023

Five Contact Center Outsourcing Mistakes The contact center is one of the most important departments in any organization. Contact center agents have the most direct connection with your customers, the people who ultimately determine whether your business succeeds or fails.

Contact Center Outsourcing 98

Contact Center Outsourcing Call Center Outsourcing Customer Support 98

Magellan Solutions

FEBRUARY 15, 2024

In recent years, the US healthcare industry has significantly increased its reliance on healthcare call center outsourcing companies to enhance patient care and operational efficiency. Healthcare organizations can hand off their growing call center needs and redirect resources toward core clinical care.

Call Center 52

Call Center Healthcare Outsourcing Insurance 52

Mattsen Kumar

JULY 31, 2023

Call quality monitoring is an essential component in accomplishing these goals. FinTech companies can facilitate customer satisfaction, mitigate compliance risks, and achieve success by constantly monitoring and enhancing the quality of their phone calls. What is Call Quality Monitoring?

Call Center 52

Call Center Analytics Customer Service Efficiency 52

Redial

JANUARY 25, 2023

We have talked about how other tools powered by AI have aided multiple tasks in industries like software development and nearshore call centers. This makes it possible for companies to outsource tasks that were previously too complex or time-consuming to handle.

Outsourcing 130

Outsourcing Data Entry Nearshoring Human Resources 130

Blue Ocean

DECEMBER 18, 2023

Customer care QA processes are moving from limited sampling to real-time, holistic analysis thanks to emerging conversation intelligence technologies that impact every corner of the contact center for the better. The rate at which contact center technology has evolved accelerated during the pandemic years. She was blunt.

Analytics 59

Analytics Out-Tasking Software Finance 59

Balbelforce

OCTOBER 27, 2021

This means that a business’s call center must be equipped to collect information, to analyze it, and to determine actions that can enhance customer experiences. This is the goal of call center analytics. Examples of Call Center Analytics. Speech Analytics. Desktop Analytics.

Call Center 52

Call Center Analytics Reduced Costs Sales 52

Provana

JUNE 27, 2022

However, if you pay attention to your collection call techniques, you can improve your collection yield per client which will ultimately improve your customer retention and NPS. There is no limit to the array of errors that can be made during a collection call. An advanced speech analytics platform can assist you in this process.

Call Center 52

Call Center Analytics Accounting Sourcing 52

Anexa

MAY 16, 2022

First, they follow random, manual call-sampling methods, which provides an incomplete picture. Second, many organizations work with legacy processing systems that transcribe speech to text, but with a limited amount of accuracy which compromises the efficacy of the insights.

Call Center 52

Call Center Administrative BPO Business Process Outsourcing 52

Premier BPO

MAY 16, 2023

The Call & Contact Center Expo is an industry event catering to professionals in the customer care, contact center, and customer experience field. This year, it was held at the Las Vegas Convention Center. The Call & Contact Center Expo 2023 had over 100+ speakers from various companies and organizations.

Co-Sourcing 52

Co-Sourcing BPO Call Center Customer Support 52

Raya Contact Center

MAY 22, 2023

To further improve customer satisfaction and operational efficiency, RAYA CX implemented a robust Post-Call Analytics solution. Data Overload Challenge RAYA CX currently faces challenges in analyzing and extracting valuable insights from the vast amount of customer interaction data generated during phone calls.

Analytics 40

Analytics Efficiency Call Center Global Outsourcing 40

Raya Contact Center

MAY 22, 2023

To further improve customer satisfaction and operational efficiency, RAYA CX implemented a robust Post-Call Analytics solution. Data Overload Challenge RAYA CX currently faces challenges in analyzing and extracting valuable insights from the vast amount of customer interaction data generated during phone calls.

Analytics 40

Analytics Efficiency Call Center Global Outsourcing 40

IBM Services

FEBRUARY 23, 2024

Beyond the simplistic chat bubble of conversational AI lies a complex blend of technologies, with natural language processing (NLP) taking center stage. In addition, ML techniques power tasks like speech recognition, text classification, sentiment analysis and entity recognition.

Healthcare 103

Healthcare Customer Service Analytics E-Commerce 103

Go4Customer

JANUARY 14, 2022

Outbound call center services can only succeed if agents can place calls with confidence, which comes from being prepared. Agent performance management systems provide call center agents with leads continual coaching and training. If you don't have the necessary strategy to utilise your outbound calls, yo.

Call Center 40

Call Center Efficiency Service Analytics 40

Magellan Solutions

AUGUST 4, 2021

BPO Philippines is making use of innovative technologies like AI, machine learning, speech analytics and especially predictive analytics. This is branch of advanced data analytics that makes predictions based on historical data. Such examples are text from chat and emails, voice patterns and tonal changes during calls. .

BPO 52

BPO Call Center Business Process Outsourcing Outsourcing 52

Mattsen Kumar

FEBRUARY 3, 2023

As customer experience (CX) and customer loyalty become increasingly important for businesses, especially contact centers, it is essential to implement quality monitoring strategies to ensure that customer expectations are met. Here are 8 quality monitoring strategies that can be used to improve CX and loyalty in call centers.

Call Center 52

Call Center Customer Service Analytics Labor Costs 52

31 West

AUGUST 26, 2022

Don’t be Critical of Complaints, Call for Them! Show them that you care for them by: Introducing new employee-centered policies, Listening to them by collecting feedback, Updating the tools and software to lessen their burden, Arranging for webinars to leverage awareness of work-life balance, Patting on the backs of the outstanding employees.

Customer Service 130

Customer Service Service Sales Research 130

Raya Contact Center

MAY 20, 2023

To further enhance its customer service capabilities, RAYA CX has implemented a real-time call analysis & agent assistant system with speech analysis called RCX Pulse. Contact Center Challenge RAYA CX faced challenges in maintaining consistent service quality across its customer interactions. How RCX Pulse Works 1.

Global Outsourcing 40

Global Outsourcing Efficiency Sales Regulations 40

Raya Contact Center

MAY 20, 2023

To further enhance its customer service capabilities, RAYA CX has implemented a real-time call analysis & agent assistant system with speech analysis called RCX Pulse. Contact Center Challenge RAYA CX faced challenges in maintaining consistent service quality across its customer interactions. How RCX Pulse Works 1.

Global Outsourcing 40

Global Outsourcing Efficiency Sales Regulations 40

Perficient Digital Transformation

APRIL 19, 2022

Contact Lens for Amazon connect is now generally available for your Amazon Connect contact center, and we have had many opportunities to enable this feature for customer implementations. Generally available since July 2020, this feature for Amazon Connect contact centers is already having a transformational impact for many of our customers.

Administrative 69

Administrative Analytics Service 69

Magellan Solutions

JUNE 19, 2023

Artificial intelligence is changing healthcare outsourcing by enhancing patient care processes, results, diagnostics, analytics, and resource allocation. AI offers something new by automating repetitive processes and enabling advanced data analytics. For two decades, we have been a top-tier provider of call center services.

Outsourcing 105

Outsourcing Out-Tasking Collaborations Call Center 105

Perficient Digital Transformation

JANUARY 10, 2022

In this four-hour accelerated workshop, we will share our best practices for using Amazon Connect contact flows and show you how machine learning (ML) and natural language processing (NLP) can transform your Amazon Connect contact center. Amazon Lex can be easily integrated with your Amazon Connect contact centers by using contact flows.

Analytics 69

Analytics Engineering Managed Services Efficiency 69

VXI

OCTOBER 5, 2021

Black Friday, Cyber Monday, Thanksgiving Sale, Christmas, and New Year’s Eve Sale remind us of one thing: the holidays are coming, and your business’s seasonal call spikes will soon be in full swing. Peak season signifies an increase in calls, longer queues, and around-the-clock service in addition to the usual call center volume.

Call Center 52

Call Center Business Process Outsourcing Customer Service Sales 52

Magellan Solutions

NOVEMBER 12, 2021

Picking the right Inbound Call Center Services For Your Business. Choosing the right inbound call center services for your business may be intimidating for some business owners. This is because call center representatives carry your brand name and business ethics as well. Especially for startups and SMEs. .

Call Center 52

Call Center Service Customer Service BPO 52

TTEC

JANUARY 17, 2022

A quick live chat with a bot, for instance, can rapidly escalate to an emergency call with an agent, which we refer to as an associate, and vice versa. The same is true for a call that begins with an interactive voice response (IVR) system. The best fit.

Nearshoring 52

Nearshoring Automation Customer Service Offshoring 52

IBM Business Partners

OCTOBER 12, 2021

DS Compliance’s new DS Dash: Voice Analytics connector enables analysts to integrate voice into the IBM Security i2 Connect event timeline to enhance POLE (Persons, Objects, Locations and Events) data and identify additional relationships and contextually relevant spoken information.

Co-Sourcing 52

Co-Sourcing Analytics Cybersecurity Call Center 52

IBM Services

APRIL 18, 2024

Today’s AI, including generative AI (gen AI), is often called narrow AI and it excels at sifting through massive data sets to identify patterns, apply automation to workflows and generate human-quality text. Audio (56%) : Gen AI call centers with realistic audio assist customers and employees.

Research 87

Research Out-Tasking Manufacturing E-Commerce 87

Automation Anywhere

JULY 5, 2021

For example, if a human worker manually transfers data from email and call center speech-to-text systems into the customer transactional system, an RPA bot could imitate the keystrokes and menu selections and automate the entire process without coding.

Customer Service 97

Customer Service Automation Service Out-Tasking 97

Premier BPO

MAY 24, 2023

The Symposium brought together CX professionals from various industries, including Consumer Packaged Goods (CPG), Healthcare, Financial Services, Insurance, Contact Center, Customer Relations, Travel and Hospitality, and more. Unlocking WFO Potential to Improve Contact Center Performance – Shane A.

Offshoring 52

Offshoring BPO Co-Sourcing Outsourcing 52

Everest Group

AUGUST 29, 2022

The expanded remote work environment post-pandemic and increasingly sophisticated security threats have compelled organizations to increase their focus on protecting contact center data. Learn how to build a holistic framework of best practices for technology, the business, and agents to shape contact center security in this blog.

Cybersecurity 52

Cybersecurity Software Inventory Management Regulations 52

Balbelforce

DECEMBER 2, 2021

Human-centered design, culture building, strategy setting and alignment, metrics, and Voice of the Customer (VoC) are great examples of CX sub-disciplines. Using customer feedback , call recordings , and possibly speech analytics , join forces with the contact center to analyze demand caused by upstream issues.

Management 52

Management Collaborations Research Customer Service 52

IBM Business Partners

JULY 11, 2023

AI technologies like natural language processing (NLP), predictive analytics and speech recognition can lead to healthcare providers having more effective communication with patients, which can lead to better patient experience, care and outcomes. One example is diabetes.

Healthcare 57

Healthcare Pharmaceuticals Insurance Out-Tasking 57