Imagine... how much you could increase your customers' satisfaction if your best supervisor could...
...and then sit next to every agent, and guide them during every customer interaction to:
With NICE Customer Satisfaction, you don't need to imagine!
Effective monitoring is essential to a call center. But manual monitoring is labor-intensive and inefficient. And most call analytics programs demand a steep financial investment and in-house technical support.
CAN TECHNOLOGY TRANSFORM YOUR CALL CENTER?
ICAP® (Integrated Call Analytics Platform) offers AI-powered call monitoring that's significantly more affordable than the competition. Partnering with CallMiner, this speech analytics platform automatically monitors and objectively scores every call, providing deep insight into which calls to focus on and drastically reducing the need for internal monitoring.
For such a long time, we have viewed compliance and performance as the opposing sides of a see-saw. When we make a concerted push to improve compliance, , performance seems to suffer. When we push too hard on the performance lever, compliance has seemed to suffer. Is there a way to de-couple these for steady improvement in both channels? Let's take a deeper dive into what we're trying to accomplish with each lever.
We have many competing (and sometimes contradictory!) requirements in Compliance. Business owners must contend with Federal/State/Local laws and regulations, end-client requirements, disclosures, addendums, closure scripts… the list goes on and on. From a training perspective, this is a difficult challenge- collectors and agents must be continually trained and updated on the latest verbiage. It is such a challenge though to continuously monitor this, and with most firms auditing less than 1% of their calls, its almost impossible to catch training opportunities. The more an agent is focused on compliance, the less they focus on our intended result: an empathetic call resulting in a resolved account.
Show empathy. Less silence on the line. Better timed payment asks and talk-off. Above all else- make more calls, that equals more money. These are all important performance strategies, because our primary purpose is maximum recovery for our clients. But really, what tools do you have available to help your collectors? You can do more side-by-sides but that is time consuming. You can have collectors listen to good examples, but they can be difficult to find when you are auditing so few calls. How do you effectively push this lever also?
Now you have the chance to pull BOTH levers of compliance and performance with 100% call auditing. A speech analytics solution lets you process every single call both outbound and inbound to your call center. This level of data and review gives you a range of new opportunities:
Learn about how Provana can help launch speech analytics and improved call monitoring at your company.
An agent's performance has a direct effect on a customer's experience. The better agent's performance, the higher the customer satisfaction. Most companies recognize this, in fact, in a recent survey, more than 80% of companies say they want to improve the way agents handle customer interactions. Yet most centers still approach agent improvement in a traditional way which does not close the loop on connecting what happened in the past to drive better performance in the future.
Customers are in the driver's seat. With the proliferation of social networks and unlimited access to information, they are well-informed, vocal and have high expectations. In this reality, delivering an exceptional customer experience is more challenging than ever.
NICE Quality Central™ provides a single holistic approach to quality management that ensures that processes and agents' performance align with business initiatives in the modern omni-channel enterprise. It provides the flexibility to automate and customize all your quality processes, including front and back-office tasks, to deliver greater efficiency and uncover actionable insights that improve agent engagement and customer satisfaction.
Analytics-enabled quality management solutions use speech and/or desktop analytics to automate the process of identifying calls that require management attention – for both remediation and praise. The timesavings auto-score feature allows you to automatically answers questions on the evaluation forms questions.
We help you get closer by: Capturing and analyzing all interactions across the customer journey and applying big data technologies to identify valuable patterns, trends and Voice of the Customer insights Harnessing real-time capabilities to take action, quickly resolve issues, leverage sales opportunities and optimize processes.
Employing Workforce Optimization tools, including gamification and collaboration, to drive employee engagement, align teams on common metrics, and translate root-causes and best-practices into increased productivity.
Interaction Insight Corporation gets you closer to your customers, analyzing every interaction and transaction to build a detailed picture of the person. Only when you're this close to individual customers you can understand, predict and adapt to their needs in real time. Knowing them means you can create tailored experiences that go beyond what they expect. We help you build closer relationships with the people who matter most to your business. Because when you really understand the person, you can truly serve the customer.
