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
[HIDE]

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

Industry Research : Observe.AI Research Reveals Contact Centers Are 10X More Prepared with Conversation Intelligence

#contactcenterworld, @observeai

Observe.AI, an Intelligent Workforce Platform that transforms contact centers through AI, unveiled its latest research, State of Contact Center Conversation Intelligence 2022. The report details the current landscape of Conversation Intelligence in contact centers, including technology investments, business needs and challenges, use cases, future planning, and outlook.

The findings highlight the industry’s continued struggle with the Customer Experience Paradox – in which consumer expectations and technology investments continue to rise, but customer experience and business outcomes fail to improve. Despite increased technology budgets and spending, many contact center leaders feel unprepared to succeed and that their agents are underperforming.

However, contact centers adopting Conversation Intelligence report higher agent-customer interaction visibility that drives more robust coaching programs, majority top-performing agents, and greater confidence about the future of their business.

....NOTE - content continues below this message


DON'T MISS THIS!

We invite you and your colleagues to join us LIVE as we take the highest rated industry conference to the next level! the 2022 World's Best! - join us and the elite in the industry at the 17th annual NEXT GENERATION Contact Center & Customer Engagement GLOBAL Best Practices Conference!

>>>>> FIND OUT MORE: HERE


....CONTENT CONTINUED BELOW

Key takeaways from the report include:

Technology spending is up, yet half of contact centers don’t feel very prepared for the future. While 81% of contact centers reported higher annual software budgets, 48% do not feel "very prepared" for the future. This concern was primarily attributed to not having the right technology and/or strategy in place to improve business results, despite increased budgets and spending.

Agent teams suffer from too many bottom performers. Contact centers were asked to qualify the makeup of their agents with regards to top, average, and bottom performers. A startling 22% considered the majority of their agents to be "bottom performers" that negatively impact both the top and bottom line. They identified the business impact of bottom performers as low CSAT, low revenue growth, low volume of answered and/or resolved interactions, increased risk of non-compliance, poor operational efficiency, and low employee satisfaction.

Despite wide adoption of AI and automation, contact centers still rely too much on manual processes – making it impossible to achieve complete visibility or accelerate critical workflows. Just 16% of respondents analyze every agent-customer interaction, meaning they have only partial visibility into business-critical factors. 67% still use manual processes to analyze interactions, whether exclusively or in combination with AI. 21% of contact centers rely solely on completely manual processes for interaction transcription and analysis.

Contact centers are also bogged down by unscientific methods and tool juggling. Nearly half (49%) of contact centers continue to use antiquated spreadsheets and/or rudimentary word processing documents as the basis for evaluating and analyzing interactions. 70% of respondents use two or more tools for agent-customer interaction analysis, forcing operators to jump from solution to solution. This increased complexity, inefficiency, and risk of human error leaves the business vulnerable to incidents like compliance failures, which cost an average of $4.24M per breach.

Contact centers that leverage Conversation Intelligence report better agent performance, more robust formal coaching programs, and faster QA workflows. 82% of contact centers that reported their agents consisted of "mostly top performers" used a Conversation Intelligence solution. 90% of respondents agreed that Conversation Intelligence improved agent performance programs, and 94% agreed it enabled better agent coaching. Those using Conversation Intelligence were more than 5.3X likely to implement formal coaching programs.

Contact centers that invest in Conversation Intelligence feel their business is better prepared for the future. Contact centers using Conversation Intelligence were 10X more likely to feel "very prepared" for the future than those without. In addition, those who cited their agents comprised "mostly top performers" were nearly 4X more likely to feel "very prepared" for the future."

"There’s no longer a debate on whether Conversation Intelligence is worth the investment, and adoption is no longer a question of if, but when," said Swapnil Jain, CEO and Co-Founder of Observe.AI. "Whether a contact center’s focus is on service, sales, or both, visibility into agent-customer interactions is key to accelerating workflows that drive revenue and growth."

#contactcenterworld, @observeai

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About Observe.AI:
Company LogoObserve.AI empowers support representatives in call centers worldwide to become Super Agents and provide exceptional, more human customer service experiences. Founded in 2017, Observe.AI is headquartered in Santa Clara, California with an office in Bangalore, India, and is funded by Nexus Venture Partners, Emergent Ventures and Y Combinator.
Company RSS Feed   Company Twitter   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Capability And Reliability

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

Published: Monday, July 4, 2022

Printer Friendly Version Printer friendly version

2022 Buyers Guide Automated Call Distributors

 
1.) 
Premium Listing
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.


2.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS inbound call center software caters to all incoming customer requests. These incoming requests can come through any channel of customer’s choice e.g. voice, video, email, chat, WhatsApp, facebook etc.. company page or from an integrated website chat. Using InterDailog UCCS call centers can respond to inquiries of the customers and they can also register the complaints of customer as a customer support desk.

3.) 
voiptime

Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...
(read more)
 

About us - in 60 seconds!

Submit Event

Upcoming Events

17th Annual NEXT GENERATION BEST PRACTICES CX & CC Conference & Expo aimed at those who operate in North and South Americas, Europe, Middle East & Africa, Asia Pacific will help you with award-winning strategies and tactics from the best in the regio... Read More...
 2813 

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =