Technology is changing the way we assess quality.
Call center quality assurance jobs are being revolutionized by innovative technology. At the forefront of this innovation is the development of speech analytics, which has the potential to totally transform the way contact centers analyze calls and mine data.
This technology can now determine what is said during a call, who said it, and even speculate the emotional state of each person by analyzing vocal inflection. What’s more, analytics software programs designed for call center QA can compile this data on a massive scale, revealing trends, problems, agent competence, and customer satisfaction to an extent that was once unimaginable. This has profound implications for agent training and development, and for the fate of call center quality assurance jobs themselves.
Researchers and analysts have begun to speculate whether this technology has the potential to make the human workforce of call centers and quality assurance obsolete. Although most of the operational tasks of quality assurance in call centers may eventually be taken over by machine, a human workforce will still be needed to put this wealth of data and analysis to productive use for teams of human agents.
Despite speculation by researchers and market analysts that call centers are the new “factory floor,” what makes a call center different than a fully-automated factory is the central role of the customer.
Customer interaction is not a product that can be poured into a mould, dropped onto a conveyor belt, boxed, shipped, and sold. Human capital cannot be digitized, compartmentalized, and modernized like a saleable commodity.
Present in any human interaction is the need to listen intently, think critically, and respond appropriately. Call center quality assurance that is fully computerized cannot possibly pick up on the subtle nuances of human interaction that characterize meaningful communication
**How to train agents to personalize customer service**.
A quick search of call center quality assurance jobs reveals that the skills and tasks required for this position extend beyond the capabilities of even the most advanced machine.
A representative sample of such a job lists responsibilities such as “develop and implement improvement strategies,” “manage communication,” and “lead calibration meetings”. As sophisticated as modern technology may be, actions like “develop,” “implement,” “manage,” and “lead” can only be executed in a meaningful way by a complex and competent human being.
The term ‘specialist’ in itself reveals the complex nature of this role. Leadership cannot be fabricated by an algorithm, prepackaged, and sold to a team of agents. QA specialists will still be in demand despite advances in technology.
Speech analytics technology can offer a wealth of information about interactions between agents and customers.
**Speech analysis: The future of QA monitoring**
For example, this technology can transcribe entire conversations and log them into a searchable database. It can detect and scalably report incidents in conversations such as agents and customers talking over one another (an indication of a dissatisfied customer) or long pauses in the conversation (indicating a knowledge deficiency on behalf of the agent). It can even assess calls in real-time and suggest best-next-steps for agents, increasing the efficiency and effectiveness of even the greenest of agents.
But despite its amazing capabilities, QA technology cannot entirely replace a specialized human ear. For example, although a computerized QA system may classify an agent’s rote, on-script interaction as successful, there may be more to the story.
Customers today are turned off by standardized interaction. Thus, whether or not the agent followed the script to a T may not be a good indicator of the customer’s overall impression of this interaction.
According to Help Scout, the most requested improvement in customer service is better human service. Customers want to feel they are being spoken to as individuals. As sophisticated as speech analysis technology may be, capturing the empathy, enthusiasm, sensitivity, well-timed and appropriate humor, or responsiveness of a human interaction is a task suited best to humans themselves.
Instead of viewing innovative quality assurance technology as an enemy to call center quality assurance jobs, contact centers should embrace this technology as a valuable tool to add to their QA arsenal.
The scaleable potential of this technology is by far the biggest boon to QA specialists.
Rather than spend valuable time monitoring calls, spot-checking recordings, or compiling scorecard data, QA specialists can let the technology do this operational work for them.
This frees up more time for digging meaningfully into this data and developing, implementing, and managing team initiatives for improvement. Essentially, innovative QA technology has the potential to take the grunt work out of quality assurance, clearing the way for more substantial work to be conducted by QA specialists.
Contact center jobs in the U.S. are growing at an increasing rate, with a net growth of nearly 8,000 jobs in the first quarter of 2015 alone. During this period and beyond, automation software, CRM systems, and QA monitoring software including speech analytics have been steadily developing, but the demand for high quality, onshore customer service continues to grow as well.
Innovative quality assurance technology has the potential to empower management and agents to make meaningful improvements to their overall operations. Most importantly, any improvement in contact center quality means a better experience for the customer, a result that everyone can agree is worth any growing pains along the way.
Publish Date: December 7, 2016 5:00 AM
Accordia Solution CIS
Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity.
Our flagship product, the Accordia Customer Interaction Suites (CIS), offers comprehensive functionality by helping your business meet and exceed the level of service in line with...
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|3.)||Arise Virtual Solutions|
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Arise is a pioneer of on-demand customer management business process outsourcing solutions, headquartered in Florida. Through the cloud-based Arise Platform, Fortune 50 and other companies connect to Service Partners who deliver authentic, loyalty-building interactions with their customers. Delivering radical flexibility to meet even extreme contact volume fluctuations, the award-winning Arise Platform is an innovative alternative to the traditional contact center.
Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands.
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Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
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|7.)||Call Tracking Metrics|
CallTrackingMetrics is the only contact center solution with marketing attribution software built in. Our powerful UCaaS platform lets you know upfront who is calling in, what campaigns they were referencing, and their previous history with your company. Partnering this data with tools to automate and streamline your team’s workflow frees you up to focus on truly delighting your customers.
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From AI - WFO and everything in between!
Cloud Call Center Search has spent hundreds of hours evaluating and vetting leading cloud software applications (Omni-Channel, Artificial Intelligence, Business Intelligence, Workforce Management and many others) and their actual use in the trenches with real-world clients. As a result, we understand the strengths and weaknesses of cloud-based call center software solutions. At NO charge, Cloud Call Center Search will match your organization with the cloud software providers that are the best fit to drive positive ROI in your customer experience, sales, and back-office operations.
|9.)||Cloud IT Services GmbH|
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.
You can see the full list of features here:
Cloud contact software that makes customer contact pain free, so your team aren’t worrying about complex technology and can focus on what they do best. Take control, and design the perfect agent interface with a drag-n-drop visual editor. Combined with AI, leverage data-driven contact strategies to ensure the right agent is contacting your customers at the right time & on the right channel.
Content Guru makes engagement easy. A global leader in cloud communications solutions, we deliver off-the-shelf and bespoke customer engagement and cloud contact centre services, through the multi-award-winning 𝘀𝘁𝗼𝗿𝗺® platform.
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Edify connects businesses with customers and employees with each other. The company’s Business Communications as a Service (BCaaS) platform, Huddle, is the only one that unites unified communications (UC), contact center (CC) and communications platform (API) functionality in a single software solution that lets users move seamlessly among channels within one conversation. Edify removes all the risk of using its cloud-based platform with five free users forever, global availability, real-time redundancy, usage-based pricing and a 100% SLA uptime guarantee.
Envision Click2Coach WFO/WEM
Data from phone, e-mail, web chat and social media interactions can help quickly identify patterns and trends, optimize operations and transform customer relationships. Envision delivers innovative software solutions, in the cloud or on premise, to optimize and engage your workforce. With our integrated line of Click2Coach products, customers get voice of the customer analysis, graphical dashboards, performance management, desktop analytics, speech analytics, interaction and compliance recording, quality management, workforce management and coaching and eLearning.
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Fonolo's solution can eliminate hold time from your contact center without changing any business process.
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Geomant is enabling organisations to extend the power of Teams even further, to customer interaction with our Buzzeasy Contact Centre. Buzzeasy is a native Teams application that enables Teams users to handle customer interactions effortlessly, across multiple channels including voice, email, webchat and the most popular messaging platforms, such as Messenger, WhatsApp, Viber, etc. By adding Contact Centre functionality to Teams, it becomes an all-in-one collaboration and communications platform not only for internal communications, but for customers as well, in an easy and cost-effective way.
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|18.)||Intelligent Contacts, Inc|
Intelligent Contact Center Suite
The Intelligent Contact Center harnesses the power of machine learning and predictive analytics to substantially increase agent productivity when compared to manually dialing.
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|19.)||Lieber & Associates|
Technology Acquisition Consulting
L&A provides vendor-independent counsel to select, contract for, design, test, and implement cloud and premise-based systems. The firm has experience with all major vendors and many smaller ones. Lieber & Associates' technology consultants are contact center systems specialists with several decades of experience each.
LiveXchange is an online turnkey service designed to equip your corporation with the means to successfully develop and operate your own remote enabled contact center.
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