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Getting Speech Right
Speech recognition powered self-service has been around and stable for many years, developing from specialized use to more generic use in all service areas. Many companies have already implemented speech recognition based self-service. Many others are evaluating its potential. The goal of these companies is not only to reduce cost, but also to improve customer service. In this paper we will share six keys to success for speech recognition based self-service. The keys capture those factors that must be considered from a business, functional, technical,1 and organizational perspective when implementing speech recognition based self-service. These keys can help you achieve better customer acceptance and enhanced ROI through a successful voice self-service implementation.
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How To Build A Bullet-Proof Justification For Your New IVR
- Presented by BBN Technologies
You know a new IVR would cut agent time and improve caller satisfaction. But getting management support and budget approval is a huge challenge. You need concrete data about your callers that shows exactly how and where a new IVR will make a difference. Unreliable "guesstimates" from vendors and consultants isn't enough. This white paper describes how to build a business case you and your company can trust. Sign in to download this white paper
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Help Align Contact Center Operations with Business Goals using Speech Analytics
- Presented by Calabrio
A number of tools are available for recording and analyzing contact center operations. One such tool is speech analytics - a valuable tool for optimizing contact center operations and for aligning contact center activities with company business goals. This report explores the benefits and strategies for speech analytics and introduces real-time speech analytics, which can actually improve customer satisfaction in real time. Explore ways in which your contact center can detect and correct problems before they become lost sales, and identify and pursue new sales opportunities before they evaporate.
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Cutting Through the Noise –Comparing Contact Center Performance Management with Speech Analytics
- Presented by Enkata
Significant advances in the solutions to improve the performance of contact centers have been made over the last few years. Among the new solutions available, contact center performance management (CCPM) and speech analytics are receiving a great deal of attention. Both offer significant benefits to companies that operate call centers,their management and staff, and their customers.
The challenge for many call center managers and executives evaluating these two technologies is that they both promise similar business benefits – reduced average handle time (AHT), improved first call resolution (FCR) and increased sales are justa few. However, while CCPM and speech analytics may promise similar benefits, the business problems they solve, the degree and source of the benefits they deliver, andthe deployment risks of each are quite different.
The purpose of this paper is to put CCPM and speech analytics into perspective, so that when you’re evaluating them you have a better understanding of their respective benefits, their differences, and which solution is right for your business.
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Assessing the Value of Speech Enabled IVR
- Presented by Envox
It's apparent to most anyone who calls toll-free numbers today that speech recognition is becoming a mainstream feature of interactive voice response (IVR) systems. Clearly, this technology works and is paying off for many companies and government organizations. But like any technology, voice recognition may not be a good choice in all circumstances. What are its benefits, and just as importantly, its limitations? How can you come up with hard numbers that quantify its potential value for your organization?
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Understanding the Benefits of Speech Analytics
- Presented by SER Solutions, Inc.
Speech analytics is entering the market at a period when the importance of optimizing agent time can hardly be overestimated. On one hand, contact center managers are under pressure to handle calls as rapidly and efficiently as possible; on the other, they must provide a consistent positive customer experience. There is less face-to-face contact and more communication between the customer and the business than ever before. The agent has in many respects become the human face of the organization. Cost pressures are rising, and competition is intensifying as organizations concentrate on customer service as a key differentiator.
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Best Practices in Providing Superior Caller Experience with Speech
- Presented by Tuvox
A recent Gartner study indicates that most customers prefer speech to both touch-tone and the Internet for self-service. The study also revealed that if wait times were more than two minutes, callers strongly preferred using speechenabled self-service applications to speaking with a representative. This is good news for enterprises that recognize the value of automation in reducing costs. Self-service technology can also meet customer expectations for improved service and increased satisfaction. However, not all speech applications are created equal.
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