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TRAINING IN CONTACT CENTERS

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Article : VW South Africa Ranked #1 in the world for best in-house mid sized contact center

At the 2010 Best Practices Conference (Las Vegas 2-5th November) 'The Top Ranking Performers in the Contact Center World' – delegates heard from the top 3 in house contacts centers (mid size) in the world. Delegates heard from the award winning NTUC Income (Singapore), award winning Mass Mutual (USA) and award winning Volkswagen Group (South Africa). The presentations were exciting – lots of ideas and best practices were shared and the audience were asked to vote on who is the best in the world.

pic above shows Raj Wadhwani - President ContactCenterWorld presenting Ryan Kleynhans -
Operations Manager, Customer Interaction Centre Volkswagen Group South Africa with the award for being ranked #1 in the World

The Volkswagen CIC currently operates with 5 front line departments that are supported by a number of support functions such as Human Resources, Training and Development, Quality Assurance, Infrastructure Management, Workforce Management and Business Information.

Volkswagen Group of South Africa has adopted a strategy to become the number one manufacturer in customer service in the CCSI ratings (Competitive Customer Satisfaction Index) by 2010. The CCSI survey is conducted by an independent research company specialising in automotive industry surveys and determines overall sales and service satisfaction in the local motor manufacturing industry. The results of the survey are widely regarded as the key measure of customer satisfaction within the automotive industry.

Commenting on the win and being ranked #1 in the world, Marius Swanepoel, Call Centre Manager, Volkswagen South Africa told us "I am so pleased that the CIC has scooped the Gold award for Call Centre Best Practice (50-249 seats) at the Contact Center World Awards held in Las Vegas on 5 November. The awards are hosted by Contact Center World and are attended by the top performers from 30 countries globally. This in itself is such huge recognition. "

Swanepoel added "This is a fantastic accolade for the Volkswagen Group South Africa CIC and its people, without whom this award would not have been possible."

"To win this category on regional, national and international level (twice - first in the UK in the Europe, Middle East & Africa region) is an exceptional achievement in its own right. It also serves as recognition for the tremendous amount of hard work, innovation and progress in the CIC since the reengineering back in 2004. Thank you to everybody for the exceptional support and words of inspiration, it is much appreciated."

Raj Wadhwani, President of ContactCenterWorld added "All 3 presenters were amazing and shared so much. The Volkswagen Group are amazing and we are proud that they entered the awards, showcased their practices and won. I encourage anyone who believes they have great service or people in this industry to showcase their achievements and earn recognition as well as share best practices."

Top Ranking Performers in the Contact Center World Awards is an annual benchmarking and best practices awards program run by Contact Center World. More details of the 2011 awards which are open for entry until end of January 2011 at this link https://www.contactcenterworld.com/worldawards

The Top Ranking Performers Conference is a conference series that consists of 4 events around the world – 3 regional and 1 global best practices conference that is open for anyone to attend. More details of the 2011 conferences are at this link https://www.contactcenterworld.com/conferences

A full list showing the 2010 Global Rankings for all awards can be found at this link

https://www.contactcenterworld.com/worldawards/award-rankings.aspx?id=B1AF3648-3E6D-4B47-9219-FDE4BD016F25

Today's Tip of the Day - CRM Technology

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

Published: Wednesday, November 10, 2010

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.
PH: +1 (512) 333 4634

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.
PH: +1 512-872-7565

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.
PH: 8005771872

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)
PH: +61404697151

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.
PH: 01442 458300

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.
PH: +91 99026 10044

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.
PH: +972-9-9605894

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
PH: 412-621-9310

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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