Published on February 25, 2014
Turning Insight Into Action CRMXchange Roundtable | 2/25/2014 Patrick Hall, Chief Marketing Officer, Uptivity firstname.lastname@example.org www.uptivity.com
2 The 11 Minute Challenge • • • • Why Speech is a Must Have Top 6 Keys to Success Using the Tools in the Toolkit Getting Value Out of the Data – Putting It to Use
3 Why Speech Analytics is a Must Have • Improves the customer experience. • Monitors 100% of calls for quality. • Streamlines business processes. • Improves agent performance. • Compliance, avoids risk, cost and loss. • Tracks call trends. • Accelerates business decisions.
4 Top 6 Keys to Success 1. Start small… but start. 2. Select an easy to learn and simple to use solution. 3. Define goals. Put baseline measurements in place.
5 Top 6 Keys to Success 4. Integrate with other data streams. 5. Measure success and demonstrate results. 6. Use the tools in the toolkit.
6 Putting the Data to Use • Integrate the VoC into performance management practices. • Uncover hidden insights and trends. • Identify areas that impact the customer experience. • Coach and monitor agents to improve call handling.
7 Putting the Data to Use • Identify likely pain points. • Fix potential broken processes. • Continually track and analyze similar to drive improvement. • Reduce operating expenses and save money.
8 Conclusion Uptivity has an extremely strong commitment to its customers and employees. Rated #1 in Overall Vendor Satisfaction and Innovation in 2014. Uptivity has emerged as a major vendor of agent performance management (APM) software. Recent Awards Having a relationship with customers rather than viewing each one as a number... that's Uptivity’s number-one differentiation.
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