Contact Center Solutions Featured Article

Free Webinar: Right-Sizing Speech Analytics: Contact Centers Need a Scalpel, Not a Chainsaw

May 28, 2009

No matter what business you are in these days, the need to trim costs has stretched across every industry. And while organizations recognize the need to save money, there’s no replacement for quality customer experience.
 
Especially in a weak economy, it’s crucial for organizations, especially contact centers, to respond quickly to market trends, while work to improve customer experience and maintain productivity at the same time. Speech analytics technology is one solution.
 
The technology has been available some time, but adoption remains low. What are some of the reasons? The cost is high, the solutions are hampered down by complex functionality and the ROI is unclear.
 
While the barriers seem almost impossible to overcome, organizations are realizing the value of speech analytics for contact centers. What’s needed to help drive greater adoption is a new approach to make speech analytics more accessible to help contact centers extract meaningful speech data from customer interactions.
 
The good news is the speech analytics game is changing. Next month, industry experts will discuss in a TMC Webinar how conventional barriers to contact center adoption are being eliminated. Register here For “Right-Sizing Speech Analytics: Contact Centers  Need a Scalpel, Not a Chainsaw,” scheduled for Tuesday, June 23 at 2 p.m.
 
Keith Dawson (News - Alert), senior analyst for Frost & Sullivan’s Contact Center practice, and Jim Shulkin, director of marketing for Envision Telephony, Inc., a provider of workforce optimization (WFO) solutions for the contact center industry, will lead the Webinar. TMC Senior Contributing Editor Brendan B (News - Alert).Read, will moderate the session.
 
The Webinar will reveal the key barriers to contact center adoption of speech analytics solutions. In addition, speakers will break down the barriers of the new paradigm of “Blue Sky” speech analytics vs. “Right-Sized” speech analytics and discuss the benefits of a right-sized speech analytics solution to the agent, the center, the enterprise and customer experience.
 
Contact center managers/supervisors interested in improving center performance, quality, training and value and other professionals who have encountered barriers with the technology are encouraged to attend.
A question-and-answer session will follow the presentation.  Register here now.



Edited by Amy Tierney

Article comments powered by Disqus

Related Contact Center Solutions Articles

Cost Savings or Customer Experience? It Doesn't Have to be a Choice

It's a simple fact - customers expect quality. They expect things to work. They expect not to have problems. That said, most accept they may encounter issues from time to time but, when they do, they expect quick and easy resolution. In other words, they expect your customer service to work. "Work," though, may mean very different things in terms of having appropriate resolution mechanisms in place, depending largely on the personal preferences of the customer. [ Read More ]
10/20/2014

Sitel Looking to Add 200 Jobs to Florida Call Center

As one report after another shows that call centers are returning to the United States in droves, communities all over the country are reaping the benefits. One such community is Lake City, Florida; where Sitel has just announced its plans to add as many as 200 positions to its call center. Sitel is one company that has made a rather productive go of it when it comes to the call center business. The firm has been so successful as a matter of fact that it actually has received business from other… [ Read More ]
10/20/2014

TicketNetwork Creates Jobs

TicketNetwork, a ticketing software provider, recently announced that it successfully hosted an open house job fair at its South Windsor headquarters. As per officials from the company, more than 45 applicants participated and 20 percent of them got the offers. Most of the professionals were hired for regular and seasonal inbound sales representative positions in its call center. [ Read More ]
10/20/2014

Contact Center Solutions Week in Review: Dell, Opower, TeleTech Address Customer Experience

The week in contact center solutions saw the introduction by Opower of a new solution to the marketplace, the partnership of Dell and Medallia, the announcement of a new TeleTech call center in the lone star state, and the awarding of accolades to Ambs Call Center. [ Read More ]
10/18/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!