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Article : The Intraday Story – Four Reasons to Think Again about Real-Time

#contactcenterworld, @QStoryUK

Whether it’s called real-time or intraday management, real-time is back on the contact centre agenda with a vengeance. The need to be as proactive as possible is huge driver in contact centres. However, with unexpected changes in call volumes and high levels of absenteeism, the engine room of many organisations’ sales and customer service operations, are notoriously difficult to manage. There has to a better, altogether easier way of restoring order in today’s challenging contact centre environment and the answer lies in automation.

I imagine many of you are shaking your heads thinking "we’ve heard all this before" or "we already do Intraday, don’t we?" The reality is that the lack of understanding about the differences between real-time adherence (RTA), workforce optimisation and real-time or intraday management has muddied the waters. So just what does Intraday Automation really mean?

What is True Intraday Automation?

True intraday automation identifies and recommends the changes that are needed during the day, before the events happen, to match the demand and resources available. All this is done while communicating with agents and supervisors in addition to creating the required reports automatically, within seconds. Using intraday automation for daily re-forecasting means quiet time can be identified in advance so it can be better utilised for all important one-to-one coaching sessions, team meetings or additional training etc. On the other hand if shortfalls and service level targets are at risk agents scheduled for lower priority activities can be called upon to cover any gaps in staffing, shifts can be extended or home-working agents requested to log-on via the system.

Technology is a powerful enabler and offers the solution to the complexity and time-consuming nature of real-time management. Research suggests that companies which have implemented intraday automation enjoy a 55% year-on-year improvement in staff utilisation rates and a 37% uplift in customer satisfaction scores compares to those who haven’t.

Recognise a theme? Intraday automation is the proactive management of a contact centre’s resources. The clue is in the word ‘automation’, without which it’s so easy to stumble from crisis to crisis, making contact centre management a futile task, a bit like bailing water from a ship with an egg-cup.

How to turn crisis to your advantage in four simple steps

Intraday automation gives organisations the power to turn bad into good and crisis to advantage by being able to avoid it in the first place. The ability to track, forecast and adjust dynamically every element of the contact centre puts you in complete control. Companies which deploy the latest intraday automation technology can expect to enjoy the following four benefits:

  1. Proactive view of the day - the Aberdeen Group has quantified the benefit of a proactive approach using intraday automation claiming that organisations that do achieve 30% greater profitability than those who don’t. The latest solutions automatically track staff attendance, skills available and workload during the day. They can identify potential service level risks or staffing problems and recommend in advance how to fix things
  1. Automatic schedule adherence – real-time adherence (RTA) is monitored and automatically nudges agents who are late back from meetings or breaks via the Agent App on their smartphone. Any changes that have been agreed during the day are automatically updated on the schedule and the relevant supervisors and agents notified accordingly
  1. Achieve training programme objectives - when service levels are squeezed, training is often the first casualty. Intraday automation both protects service levels so planned training won’t be cancelled and closes the Quality Assurance (QA) loop to prioritise new training sessions during quiet times
  1. Automatic reporting – not just what, but why - intraday automation has the ability to produce automated performance reports explaining not just what happened, but why it happened within seconds of receiving the data. This saves time and gives organisations total data transparency across all departments including planning, operations and contact centre management.

Managing the unexpected can give an organisation a huge advantage operationally, financially and competitively. It’s time to think again about real-time and intraday automation technology.

 


About QStory Ltd:
Company LogoQStory, identified as ‘one to watch’ at the Everline Future 50 2016 Awards, offers SaaS cloud based Intraday Automation tools to the contact centre industry. QStory is based in Guildford UK with solutions used by organisations in Europe, Africa and the Americas.
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Today's Tip of the Day - Motivation & Charity Work

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

Published: Friday, November 3, 2017

Printer Friendly Version Printer friendly version

2021 Buyers Guide Speech Technology

 
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.) 
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.

3.) 
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.

4.) 
Daisee

Daisee
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-...
(read more)

5.) 
Eckoh

EckohASSIST
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.

6.) 
MattsenKumar LLC

SmartSpeech
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.

7.) 
Nemesysco

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.

8.) 
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

9.) 
Voxjar

Voxjar
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...
(read more)
 

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