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Article : Cry Of The Call Center Agent

#contactcenterworld, @conduent

Peter Mburu, Client Services Manager with Conduent, writes an empassioned article that upper management and agents need to read. It's a plea to those higher up in the command chain while an empowering message to those who are the customer-facing representatives of your company.

As companies bounce back from the economic recession and aim to increase their revenue and profit base; while monitoring and decreasing spending, outsourcing of the HR business function has become the Norm. The "smart move" that changed corporate America. Leading to the rise of consulting and outsourcing companies offering a comprehensive or a segment of the HR functions. A new gold rush, every CEO running to partake and lace their pockets green with the Benjamin’s from the savory pie.

But the real question is, who is responsible at ensuring the company’s presence and standing is sustained and continues the upstream growth? Who is on the front-line, standing vigil on the wall, ensuring the continuous flow of profits to the stakeholders? Who finds themselves always pushed to the wall, underpaid and denied the opportunity to ascend through the ranks? Who is the forgotten jewel? … the call center agent.

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It might be wise to dig deep to the abyss and find out the origin of the call center rep; and why he or she found himself working at the bottom level of the ladder. The high school graduate who lacked advantages in life to afford a college education. Remember the economic recession? The displaced workers, who are now over-qualified or previously highly compensated for today’s low-labor market? Remember all the millennials who after going through a 4-year college education, flooded the workforce, seeking an opportunity at working in the real world? …. Ah, you get the point.

So, what is the call center agents cry? Why is it crucial and detrimental to pay an ear, to integrate and assimilate long overdue improvements and changes now? Consider this: Being at the front-line and bearing the power to catapult the company to the apex or lay the wreath to doom, it is a no-brainer as to what every company should do to appease and appeal to the agents. Kaizen theory – First improve quality of the people, then quality of work. How do you satisfy the agents cries? Bookmark compensation structures within the industries and ensure they are highly compensated for the important and vital role they perform in the organization. Equipment and provision of the latest technology, better training and industry related tools to aid agents in the performance of their duties. Create opportunities for the agents to cross-train in other departmental roles. Disseminate the corporate glass ceiling and promote qualified agents to visible positions within the company, based on their competencies and experience; rather than based on the currently held position and compensation bracket. Surprised will you be, at the silo and quality of diverse competencies possessed. Remember, some of the staff held high level jobs before the economic depression struck.

To the CEO’s and the Bosses keen on enforcing Skinner’s theory of motivation, micro-management, top-down management practices and underpayment of the hardworking agents; a key term you need to embrace is: Survival. Ensuring rent is paid and bacon on the table, is the only reason your agents are shackled in their cubicles daily. Working to make a living, but not to make the company. Failure to act upon this desperate cry, will only lead to career withering of call center agents and productivity to the company as whole. Artificial intelligence (the so expected culprit that will end the call center workforce), Is this going to be the solution to companies that choose not to heed to the agents cry? A machine or software will never perform the work of a human efficiently, especially a job that requires empathy, quick and efficient judgement as well as human intelligence. Choose to be a leader and not a Boss. Happily employed agents ensure the company and the clients, reap the glorious harvest of their labor.

Dear Call Center Agent,

Hold fast to your calling, keep the burner of excellence and unwavering commitment burning strong. Life always has a way of restoring and empowering us all. Set forth your eyes on high and envision those who walked this road before you... 27 years in prison, Nelson Mandela became the president of a Nation, Ursula Burns rose from the corporate burrows to lead a Fortune 500 company. One of these fine days, the economic tide will change in your favor.

#contactcenterworld, @conduent

About p g:
Progressive HR professional skilled at Employee Benefits Outsourcing, Operations and Management.

About Conduent:
Company LogoProvider of multi-channel knowledge management, care automation and analytics.
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Today's Tip of the Day - Every Contact Counts

Read today's tip or listen to it on podcast.

Published: Monday, July 10, 2017

Printer Friendly Version Printer friendly version

2021 Buyers Guide Speech Technology


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.

Call Center Studio

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.

Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.


Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
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Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.

MattsenKumar LLC

SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.


InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.

Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.

Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership


Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis

All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
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