cloud, Kristyn Emenecker, Speech Analytics

Forward-thinking contact center executives and quality assurance managers know that their organizations have room for improvement, even transformation. Intuitively, they know that they're wasting precious time and money on failed customer calls. And they know they're leaving money on the table from sales not made. But without objective, meaningful, and specific facts, what can they do? What can you do? Consider the power of speech analytics in the cloud.

Contact Center, employee journey, Kristyn Emenecker, sales pipeline

Aside from a Formula 1 pit crew, a contact center could be the most productivity focused and measured environment you can find. Yet these measurements and KPIs are not always connected to the employee experience, making them ineffective and often contributing to high levels of agent stress, burnout and churn.

Big Data, Contact Center, Customer Engagement, Kristyn Emenecker

Picture this: You call customer service at your phone company to fix an issue with your phone. The agent answers and greets you by name before you have an opportunity to say hello. After asking how your day has been, he gets down to business. He knows you tweeted about your problem on Twitter yesterday and apologizes that nobody got back to you right away. He is also aware that you recently chatted with a customer representative two days ago when setting up your phone, and that you are experiencing dropped calls. Lastly, he states what he perceives to be the issue and asks you to confirm. Before long he gets to the root of your problem and transfers you to the person who can help. Within a few minutes, the call is over, your problem is fixed and you hang up satisfied. This seamless service interaction is a moment that lives on in a customer’s mind, and sets the expectation for how all experiences should go. It’s the result of a smarter customer engagement strategy, and the magic wand that makes it happen is big data.

cloud, Kristyn Emenecker, Workforce Optimization

Kristyn Emenecker, PCI Compliance

Today’s call centers hold great promise. This data intensive environment has the potential to yield insights for differentiated service, customer loyalty, and customer acquisition. But this information-rich environment must be carefully guarded to avoid potentially serious breaches.