White Paper: Telus International
Outsourcing activity in the contact center market is at its highest level in five years. This increased transaction activity represents not only new demand for outsourced services, but also reflects an environment where many enterprises have matured in their outsourcing experiences, and are now in a more educated position to reevaluate their current deals.
Speech analytics as a technology is used to analyze customer conversations taking place through phone and/or interactive voice response (IVR) during or after the call. Don’t just analyze data, use speech analytics to deliver actionable guidance to employees to support them in doing their jobs. Research shows that 37% of speech analytics users currently use voice biometrics in support of their activities. This whitepaper on “Speech Analytics: Convert Voice of the Customer into Business Success,” highlights: How to lay the right foundation for your Speech Analytics Program Massive returns that companies see by incorporating speech analytics Building blocks that help organizations maximize the benefits they see from this technology
Gamification is a fun and growing resource that can be adapted to improve contact center performance and agent engagement. While gamification is flexible, two elements are required to make it successful: clear business goals and accurate metrics. When contact center agents are more engaged at work, enterprises can optimize engagement with customers. This whitepaper provides you insights on how interaction analytics and gamification could help your organization to optimize customer engagements and improve contact center performance. It discusses: How does gamification relate to contact centers? Several avenues to motivate contact center agents How leaders are combining gamification and interaction analytics to get business results Best Practices from the Leaders