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News : Sinclair Voicenet Introduces Quality Management Solution For Contact Centres
Sinclair Voicenet, the UK provider of multimedia interaction recording, quality management, interaction analytics, customer feedback and workforce management solutions, has launched QM Plus a new contact centre application from NICE Systems. This analytics-enabled quality management solution will enable contact centres to improve performance, enhance the customer experience and meet organisational business objectives.
According to Peter Gough, a Director of Sinclair Voicenet: "QM Plus allows contact centres to automate the time-consuming and inefficient manual review processes currently required to monitor all calls and identify interactions that require immediate attention. It will improve contact centre performance and increase the effectiveness of managers by empowering managers to focus their attention and support on agents that need it the most."
QM Plus infuses automatic performance management capabilities into the quality management process and automatically alerts managers to calls which cause breaches in quality KPIs, with insights that are both targeted and actionable. Problems are identified in real-time using speech analytics that categorises calls by content and characteristics then associates them with pre-defined business KPIs.
To enhance the call analysis process, agent interactions can be separated from customer interactions in a mono recording environment. This allows a more detailed view of agent and customer talk time including emotion detection. It also allows categorisation and root cause analysis to be carried out to identify key words and phrases spoken by customers or agents during interactions.
QM Plus also has a central, easy to use dashboard that enables contact centres to manage their quality programmes and processes, providing a real-time view of how well agents, groups or departments are meeting their goals. This ensures complete, continuous and central management of the quality process.
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About SVL Business Solutions:
Founded in 1967, Sinclair Voicenet Limited is the UK’s longest established specialist provider of multimedia interaction recording and contact centre applications including quality management, real-time automation, WFM, customer feedback and analytics. The company is focused on enabling users to enhance customer satisfaction, improve agent effectiveness, streamline processes and reduce operational costs while ensuring compliance with internal procedures and regulatory requirements. Sinclair Voicenet was one of NICE Systems’ first Platinum Partners and has customers in diverse industry sectors including financial, public safety, local government and utilities.
About NICE Systems:
NICE (NASDAQ: NICE), is a worldwide provider of intent-based solutions that capture and analyze interactions and transactions, realize intent, and extract and leverage insights to deliver impact in real time. Driven by cross-channel and multi-sensor analytics, NICE solutions enable organizations to improve business performance, increase operational efficiency, prevent financial crime, ensure compliance, and enhance safety and security. NICE serves over 25,000 organizations in the enterprise and security sectors, representing a variety of sizes and industries in more than 150 countries, and including over 80 of the Fortune 100 companies.
Published: Thursday, February 20, 2014