Question 1

What is QM?

Accepted Answer

QM - which stands for Quality Management - is the act of overseeing different activities and tasks within an organization to ensure that products and services offered, as well as the means used to achieve them, are consistent.

Question 2

What role does AI play in the contact center?

Accepted Answer

What’s exciting about AI is how it’s transforming contact center solutions in different ways. First, self-service. AI is augmenting conversations with virtual assistants that provide instant help. Second, it’s anticipating needs: AI and Big Data will help to predict customer needs. And third, by automating where possible (and where it makes sense), AI is saving valuable human agents for those interactions where they’re needed most. AI-powered solutions are helping contact centers deliver a better customer experience – with faster resolution through conversational self-service and smarter agent-assisted channels with more personalized services that can make all businesses ‘feel local’. The thing with AI is, there are benefits for everyone. When it comes to how AI impacts the day-to-day for supervisors and agents, think more efficiency. Less repetitive work and much better optimization of contact center decisions. When FAQs are handled by self-service, agents can focus on higher-value tasks and field fewer repetitive questions. Plus, AI can reduce their training time – with better routing to only focus on specific skills and Agent Assistant bots to help them work smarter. For businesses, AI can mean substantial cost savings (accurate staffing, self-service containment, lower AHT), happier customers (higher CSAT), and better employee retention (happier, more engaged agents).

Question 3

What is speech analytics?

Accepted Answer

Speech Analytics is the process of using recorded calls to gather information about the terms and phrases being used in a conversation for both the agent and customer. These terms and phrases identified can be used in many ways to categorize interactions in a meaningful way, and used to identify ways to improve processes, procedures, customer retention, etc.

Question 4

How does the analytics speech engine work to uncover trends?

Accepted Answer

Interaction Analytics Pro uses speech recognition to find the terms and phrases in context of the conversation to detect what agents and customers are talking about. Top occurring keywords, phrases, and entities are surfaced in IA Pro in many ways. A trending category of “Sound Quality” could emerge if several calls are being analyzed and found interactions where a spike in speech has been detected around categories that match speech about “can’t hear” or “can you repeat that”, and can be an indicator of an issues around sound quality for customers. Another example would be a company releasing updates to its website, and negative keywords or phrases are being detected that are about “website”, such as “I can’t log in to my account”, or “I can’t reach the URL”, “links are broken”, etc., and this could surface in the keywords chart or entities chart and the sentiment chart, indicating a trend about the new website updates that are negative, and something that needs to be investigated. Trending issues are surfaced in many ways to not only alert users about emerging issues, problematic products and services, but also trends that are positive, such as customer satisfaction with a new product or new process.

Question 5

What is the difference between a call center and a contact center?

Accepted Answer

Call centers and contact centers are both focused around providing interactions for customers. The primary difference between the two are the modes of interaction. Call Centers are focused on taking inbound and/or placing outbound phone calls to their clients. Contact Centers employ a broader range of options to communicate with their clients, including (but not limited to) phone calls, chat, SMS (text), e-mail, social media, and other self-service channels. While a call center agent may be able to take calls for a variety of skills, they are typically limited to one call at a time. A contact center agent may have the capacity to handle a phone call, two chats, an SMS, and three e-mails at the same time - making them a much more utilized employee!

Question 6

How Speech Analytics can benefit a call center business?

Accepted Answer

Speech analytics enables 100% of agents' conversations to be monitored in real-time and prompt agents to adhere to required scripts or phrases, for example, to ensure legal compliance. With more agents than ever before working in a home environment, many brands are focused on maintaining data security.

Question 7

How important is the customer experience?

Accepted Answer

In an age where consumers of all stripes are informed, smart and have limitless options; companies are now looking to differentiate themselves on delivering an exceptional user experience to stand out above competitors. We live in a largely digital, experience-driven economy. So finding ways to create meaningful experiences for customers is the new currency for success. What made companies successful 10 years ago will not make them successful for the next 10 years. Adopting new ways to create a frictionless customer experience where customers engage your business on the channels of their choice and enjoy a personalized experience will reward companies with their loyalty, advocacy and business.

Question 8

How do you improve customer experience?

Accepted Answer

A way to develop the right customer experience strategy is to identify what's important to your customers and then build an experience map by documenting each customer touchpoint- the when, how and why a customer is interacting with your company. At each of these interaction points, assess and document the experience to see how well you are meeting expectations and identify areas of improvement.

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