Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
TELL A
FRIEND

LEAD GENERATION PROGRAMS FOR VENDORS

Upcoming Events

LEAD GENERATION PROGRAMS FOR VENDORS

TRAINING IN CONTACT CENTERS

INCREASE MOTIVATION - WHAT DRIVES YOU CRAZY AT WORK!

MANAGING A WORK FROM HOME TEAM - FREE ONLINE CONFERENCE STARTS IN

CUSTOMER EXPERIENCE BEST PRACTICES

[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

How AI Can Evaluate Employee Speech Patterns to Boost Call Center Productivity - RDI Corporation - ContactCenterWorld.com Blog

How AI Can Evaluate Employee Speech Patterns to Boost Call Center Productivity

Employee evaluations will be improved by artificial intelligence, which can measure tone, keywords, employee engagement, and more. This will improve your training and staffing issues.

How many calls does each of your call center employees take and make a day? Dozens? Even a very conservative 5 per hour comes out to 40 calls a day. That volume doesn’t even take into account new realms of customer care, such as social media or instant messenger chats. There is, literally, no way to monitor and evaluate all of it. You’d have to have a full-time team with the exact same number of employees to get information on every single interaction.  

Or, you could use artificial intelligence.

Artificial intelligence systems will revolutionize call centers by their ability not just to monitor interactions, but to actually judge them fairly and accurately. The systems will be able to perform both qualitative and quantitative evaluations, using keyword analysis and emotional intelligence to gauge the efficacy of every call, every chat, and every interaction. 

In doing so, you’ll be able to have a more clear metric of success. This will allow you to provide training where it is needed by giving you the tools to evaluate employee strengths and weaknesses. Listening to random calls might not give you the big picture, and might cause you to spend money in the wrong place, let go of decent employees who just need a little help, or make poor hiring decisions. Artificial intelligence, in short, makes you more intelligent.

The Benefits of Artificially Intelligent Staffing Solutions

What do we more intelligent staffing solutions? Well, think of it like this: imagine that you come into work on a bad day. You spilled your coffee, your kid was sick, and you got pulled over on the way to work. Not only that, but you had a meeting with a particularly difficult client first thing in the morning...and that meeting was what you’d be judged by for your evaluation. 

In a sense, that’s what happens with call centers. There’s just no way for one person to go through all the data, so it is random. And that can be unfair, one way or the other. And it is imperative for call centers to get staffing right, to reduce turnover. 

It’s estimated that the cost of hiring and training a frontline employee for a call center is $15,000, and about $12,000 for a non-frontline or management employee. So that means that understanding an employee’s weaknesses and training them in a specific way is a way to save money and reduce costly turnover. AI gives you the ability to do just that.

What AI Measures in an Employee

We talked above about how you could evaluate every interaction if you had a 1:1 ration of call center workers and evaluators. But that doesn’t seem cost-efficient. But AI can do exactly that, by measuring a few key factors in employee/customer interactions. Not all of this is available now, as it is different level of intelligence, but it is the direction the technology is heading in.

  • Keywords. What are some important words or phrases that you want to use to promote a product or upsell? What information is valuable for you to get out? What are some words or phrases you want to use to handle certain situations. There are a million degrees of difference between “I apologize for the inconvenience” and “we’re sorry about that.” Which one do you want your employees to say? AI can pick out if your employees are using the right words and phrases in any interaction, whether on the phone or on Twitter.
  • Staying on script. We’ve talked quite a bit on how employees need to have the training and the emotional intelligence to understand unique problems or responses that don’t perfectly fit a script. But there is also the need to stay on it in many occasions. AI can judge just how far an employee is veering. By evaluating millions of interactions, it can learn to differentiate between some stylistic adjustments to aid in the individual interactions and going completely off-course.
  • Tone. AI is increasingly able to evaluate emotions through tone analysis. Is your employee perky and cheerful, or droning on in a dull monotone? Are they emphasizing the right parts or underselling it? (Think of how insincere a “we’d love to help you out today” is if said without any inflection.) Sophisticated algorithms can detect patterns, too. After all, everyone is going to have a bad call or a bad day. There won’t be sirens clanging if someone’s “Have a great day!” isn’t sufficiently emphatic. But over time, it can detect if an otherwise great employee has problems delivering the material in the right way. And you can work to fix that.
  • Interactions. It isn’t just evaluating employees in a vacuum. After all, employees have to interact with individuals who have different needs, and the best employees modulate themselves to fit the flow. AI will also be able to understand how a customer is acting to better evaluate an interaction.

 And that’s the point of AI. At its best, there is nothing grim or mechanistic about it. It might be based on algorithms, but those algorithms are sophisticated enough to create insight into how human behave.

 That insight could be an enormous benefit to your company, especially if you are partnered with a 3rd-party call center that uses industry-best training and cutting-edge technology to perfect your call center approach. It’s how AI can save you money and improve, not replace, your employees. There is nothing artificial about its benefits.

RDI-Connect is your full-service call center and customer care partner. We combine cutting-edge technology with superior hiring and training procedures to give your organization the support it needs. Your success is ours. To learn more about how Artificial Intelligence will impact your business, please download our white paper, “Artificial Intelligence, Real Results: How AI Will Improve Your Call Center Experience”. To learn more about how we can partner with you, please connect with us today.

Source: http://blog.rdi-connect.com/how-ai-can-evaluate-employee-speech-patterns-to-boost-call-center-productivity

Publish Date: June 13, 2017 5:00 AM


2021 Buyers Guide Automation

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

2.) 
Auraya

EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

3.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)

4.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

5.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
 



View more from RDI Corporation

Recent Blog Posts:
Superior Customer Care Creates True Customer LoyaltySeptember 19, 2017 5:00 AM
Great Customer Care Creates New Customers Through Word of MouthSeptember 12, 2017 5:00 AM
Using Social Media, Bots, and Well-Trained Reps To Create A Customer-Care-as-a-Service PlatformAugust 1, 2017 5:00 AM
Become a Service Maester: 5 Customer Care Lessons From Game of ThronesJuly 11, 2017 5:00 AM
The Importance of Employee Retention in Customer Care CentersJuly 6, 2017 5:00 AM
The Emotional Intuition Factor: Why Humans are More Important Than AI in Customer CareJune 29, 2017 5:00 AM
AI and Customer Care Bots: Freeing Your People For the Tough QuestionsJune 27, 2017 5:00 AM
Memory and Human Emotions: How AI Turns Big Data Into Customer InsightsJune 20, 2017 5:00 AM
Using  Customer Speech Analysis  With AI To Improve Call Center PerformanceJune 16, 2017 5:00 AM
How AI Can Evaluate Employee Speech Patterns to Boost Call Center ProductivityJune 13, 2017 5:00 AM

New 2021 Membership

About us - in 60 seconds!

Submit Event

Upcoming Events

The place where the world's best meet and share their best practices!

A place for professionals to learn the latest and greatest strategies and ideas and to connect with the elite in the industry. 

This is the highest rated industry event with ... Read More...
 37 

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed = True
session blnCompletedAwardInterestPopup = False
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =